ONDISPOSITION

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

A square with a checkmark.

Updates a CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. system with the disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. outcome of the contact, removing the prospective contact from the Personal Connection platform based on a disposition code.

Dependencies

OnDisposition is for use with Proactive XS only.
OnDisposition is an event action.
This event only fires against a script that is running under the context of a Personal ConnectionACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge..
OnDisposition returns the following fields:
- _ExternalID
- _NameLabel
- _PhoneNo
- _ProspectiveContactID
- AgentNo
- Agent_Session_ID
- AgentID
- AgentName
- AgentResponseSeconds
- AgentUserName
- ANI
- CallerID
- CauseCode
- CommitmentAmount
- ComplianceRecord
- ConfirmationRequired
- Disposition
- DispositionClassification
- DispositionClassificationID
- DNIS
- Info (Dynamic Data Object)
- JSON
- PhoneNumber
- RunScript
- URL - Popped URL
- TimeDialed
- TimeConnected

Supported Script Types


Generic	Email	Chat	Phone	Voicemail	Work Item	SMS

Input Properties

These properties define data that the action uses when executing.

Property	Description
Add Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.
Additional Info	A JSON string representing the original prospect when it was added to the Personal Connection system (through the Createprospect action) with additional information such as number of attempts, external ID for the contact, and Call Detail Record information.
Agent_No	Identifier for an agent.
Agent_Session_Id	Identifier for the session instance that the agent was logged in on.
Agent Name	The agent name as listed in their user account.
Agent User Name	The agent username as listed in their user account.
Callback Datetime GMT	The date and time of the callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. (in Greenwich Mean Time).
Callback Name	If the disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. resulted in a callback, this is the name to use during the callback.
Callback Number	If the disposition resulted in a callback, this is the number to dial for the callback.
Call Notes	Any notes or information that will be useful during a callback.
Contact_Id	Unique identifier for this contact.
Disposition Classification Id	The unique ID given to a disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. classification.
Disposition Classification Name	The name given to the disposition classification.
Disposition Description	The short description provided for a disposition.
Disposition Long Description	The detailed description provided for a disposition.
Disposition Retry Setting Id	CXone Mpower ID associated with the Retry Setting ID (as set in CXone Mpower). If you open the Retry Settings tab for a Personal ConnectionACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. in CXone Mpower, the ID will not appear.
External Outbound Skill No	The external outbound Skill identifier.
Phone Number	The phone number being dialed. You can either hard code a specific number in this field or use a variable to reference other numbers.
Prospective Contact Id	CXone Mpower ID assigned to each contact.
Time Disposed	The time the disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. was set for a contact. If dispositions are disabled, the TimeDisposed will be the time the contact was finished.
Time Disconnected	The time at which the contact ended.
Time Dialed	The time at which the agent dialed the contact number.
Time Connected	The time at which the agent was connected with the contact.
Commitment Amount	On a positive disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction., this is the amount committed to by the customer.
Compliance Record	Whether the contact was a cell phone (TRUE) or not (FALSE).
Confirmation Required	Delivery type of the confirmation.
Contact Delivery Type	The type of media used to handle the contact.
Disposition Code	The numerical ID for the disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. as defined in the Skill under Post Contact Settings (in CXone Mpower).

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.

Script Example

This is an example to show how this action can be used in scripts. It is not intended to be a complete script. Additional scripting may be required.

This script is launched when dispositioning or when a contact is finalized in our system so CXone Mpower can report back the attempt or the finalization of the contact within the CRM. This script does NOT run continuously so it must have an End action as a new instance will be created with every disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. and every check-in batch.

Click here to view the Snippet Properties for the Converting to Dynamic Data Snippet.

Click here to view the Snippet Properties for the Loading Dynamic Data Snippet.

Would you like to download this script?