Update Contact Digital

This help page is for Desktop Studio. This information is also available for Studio.

Icon for the Update Contact Digital action.

Updates a contact's priority and proficiency ranges. This allows you to broaden the pool of potential agents when certain conditions are met. You can define the initial conditions with other actions, such as Reqagent (digital), then use Update Contact digital to adjust them. Increasing the pool of agents helps to decrease a contact's wait time.

Dependencies

This action requires Digital Experience (DX).
Before working with digital scripts, learn about the differences between traditional ACD scripts and digital scripts.
This action must be placed after the Reqagent (digital) action in your script.

Supported Script Types

The icon for the Digital script type - a computer monitor with a smartphone next to it.

Digital

Input Properties

These properties define data that the action uses when executing.

Property	Description
Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.
Contact Id	The variable that holds the contact ID A unique numerical identifier assigned to each contact., such as {ContactId}.
Priority	Enter the priority of contacts for this skill (0-1000).
High Proficiency	The highest skill proficiency an agent must have in order to receive a contact. Proficiency values are whole numbers from 1 to 20, with 1 being best and 20 being worst.
Low Proficiency	The lowest skill proficiency an agent must have in order to receive a contact. Proficiency values are whole numbers from 1 to 20, with 1 being best and 20 being worst.
Routing Attribute	Select the routing criteria that you want to replace the criteria specified earlier in the script in the Reqagent action. The default option is Not Applicable.
Acceleration	Determines how quickly the priority increases with every minute the contact stays in queue. You only need to complete this field if you are defining Custom PriorityManagement for this action. The default value is 1. The minimum value is 0 and the maximum priority is the value configured in the Max Priority property. For example, if the Initial Priority is 4 and you set Acceleration to 1, then with each passing minute that the contact is not handled, the priority increases by one. If the contact is still in queue after three minutes, the priority will be raised to 7. You can set InitialPriority for one skill lower than for another skill, but if you set Acceleration for that skill higher, it can jump spots in the queue. For example, you set Skill A's InitialPriority to 1 and Acceleration to 5. You set Skill B's InitialPriority to 3 and Acceleration to 1. Initially, a contact for Skill B will be first in queue because it has a priority of 3, but after one minute, a contact for Skill A will take its place at the top because its priority will be 6. NiCE CXone combines the acceleration value with the time the interaction has been in queue and the initial priority using the formula Overall Priority = (Time * Acceleration) + Initial Priority.
Max Priority	Specify the maximum priority that a contact using this skill can have. You only need to complete this field if you are defining custom PriorityManagement for this action. If a contact reaches max priority, priority is the only factor NiCE CXone uses to route the contact. This can cause issues if multiple contacts all reach max priority at the same time. For digital contacts, the maximum priority is 1000. This may be different from the max priority of other contact types.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
OnError	The path taken when the action doesn't execute properly. For example, when there's an unexpected problem, such as poor connectivity, syntax errors, HTTP error codes, and so on. The ERR variable should be populated with a condensed explanation of the problem.
OnInvalidContactId	Path taken if the system couldn't find a call with the specified contact ID.
OnSuccess	Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).

Variable	Details
<name>	<all output var definitions in snippets. Follow the guidelines for properties. If no output vars, replace table with the outputVars/_None snippet>

Bullseye Routing

You can configure bullseye routing by using Update Contact Digitalactions within the IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both.. Bullseye routing refers to expanding or shrinking the agent pool to better manage contact wait time and ensure that interactions are assigned both to a qualified agent and in a timely manner.

If you use WFM, review the documentation for your WFM product before you set up bullseye routing. Determine the best practices and potential forecasting impacts of using bullseye routingwith proficiency ranges, routing attributes, or both.

If you use IEX WFM, review the Distribution Rules Guide.
If you use WFM, review the online help.