Skills | nice-cxone-acd-agent-apps

Declare all the skills details

Hierarchy

Skills

Index

Properties

Optional acceleration

acceleration?: number

remarks: Acceleration rate for the Skill

Optional acwPostTimeoutStateId

acwPostTimeoutStateId?: number

remarks

Optional acwPostTimeoutStateName

acwPostTimeoutStateName?: string

remarks

Optional acwTypeId

acwTypeId?: number

remarks: ID of the ACW tyep. 1 for "None", 2 for "Disposition", 3 for "Automatic Wrap-up"

Optional agentFirstResponseTime

agentFirstResponseTime?: number

remarks

agent first response time

Optional agentFollowOnResponseTime

agentFollowOnResponseTime?: number

remarks

agent follow on response time

Optional agentResponseEnabled

agentResponseEnabled?: boolean

remarks

agent response enabled

Optional agentRestTime

agentRestTime?: number

remarks: Time in seconds forced between PC calls

Optional agentTypingIndicator

agentTypingIndicator?: boolean

remarks: Indicates if the Patron can see an indicator showing the Agent is typing

Optional agentless

agentless?: boolean

remarks: Indicates if the Skill is agentless

Optional agentlessPorts

agentlessPorts?: boolean

remarks: Indicates number of ports used for agentless

Optional allowSecondaryDisposition

allowSecondaryDisposition?: boolean

remarks: Indicates if the Skill uses a secondary disposition

Optional callSuppressionScriptId

callSuppressionScriptId?: number

remarks: The ID of the suppression Script

Optional callerIdOverride

callerIdOverride?: string

remarks: If set then the Override Caller ID setting is enabled and this value is used for Caller ID

Optional campaignId

campaignId?: number

remarks: The numerical ID of the campaign with which the Skill is associated

Optional campaignName

campaignName?: string

remarks: The textual name of the campaign with which the Skill is associated

Optional chatWarningThreshold

chatWarningThreshold?: number

remarks: Time in seconds before a warning is sent about a stale Chat. Number between 1 and 999

Optional countOtherAbandons

countOtherAbandons?: boolean

remarks: Indicates if the Skill counts other abandons

Optional countReskillHours

countReskillHours?: number

remarks: Indicates if reskill hours are counted

Optional countShortAbandons

countShortAbandons?: boolean

remarks: Indicates if the Skill counts short abandons

Optional cradleToGrave

cradleToGrave?: boolean

remarks

cradle to grave

Optional customerIdleTime

customerIdleTime?: number

remarks

customer Idle time

Optional customerResponseEnabled

customerResponseEnabled?: boolean

remarks

customer response enabled

Optional deliverMultipleNumbersSerially

deliverMultipleNumbersSerially?: boolean

remarks: deliver multiple numbers serially

Optional displayThankyou

displayThankyou?: boolean

remarks: Indicates if a Thank You is used on the Skill

Optional dispositions

dispositions?: CXoneDisposition[]

remarks: Array of dispositions

Optional emailBccAddress

emailBccAddress?: string

remarks: Email Bcc address for the Skill

Optional emailFromAddress

emailFromAddress?: string

remarks: Email address for the Agent on the Skill

Optional emailFromEditable

emailFromEditable?: boolean

remarks: Indicates if the from email address can be changed on the Skill

Optional emailParking

emailParking?: boolean

remarks: Indicates if Email Parking is enabled

Optional enableShortAbandon

enableShortAbandon?: boolean

remarks: Indicates if the Skill uses short abandons

Optional initialPriority

initialPriority?: number

remarks: Initial priority setting for the Skill

Optional interruptible

interruptible?: boolean

remarks: Indicates if Skill is interruptible

isActive

isActive: boolean

remarks

flag to identify active skill

isOutbound

isOutbound: boolean

remarks

flag to identify outbound skill

Optional isRequireManualAccept

isRequireManualAccept?: boolean

remarks

If Require Manual Agent Accept setting is enabled, value will be set to true

Optional isRunning

isRunning?: boolean

remarks: Indicates if the Personal Connection Skill is running

Optional makeTranscriptAvailable

makeTranscriptAvailable?: boolean

remarks: Indicates if the Chat Skill saves a transcript

Optional maxPriority

maxPriority?: number

remarks: Maximum priority value for the Skill

Optional maxSecondsACW

maxSecondsACW?: number

remarks: Maximum number of seconds in ACW state

mediaTypeId

mediaTypeId: number

remarks

Unique identifier for media type

mediaTypeName

mediaTypeName: string

remarks

Name of the media type

Optional messageTemplateId

messageTemplateId?: number

remarks: ID of the Message Template assigned to the Skill

Optional minWFIAgents

minWFIAgents?: number

remarks: Minimum number of Agents for WFI

Optional minWFIAvailableAgents

minWFIAvailableAgents?: number

remarks: Minimum number of available agents setting

Optional minWorkingTime

minWorkingTime?: number

remarks: Minimum time spent on Email contact in seconds

Optional notes

notes?: string

remarks: Notes associated with the Skill

Optional outboundStrategy

outboundStrategy?: string

remarks: Outbound strategy assigned to the Skill

Optional outboundTelecomRouteId

outboundTelecomRouteId?: number

remarks

outbound telecom route Id

Optional patronTypingPreview

patronTypingPreview?: boolean

remarks: Indicates if the Agent is allowed to see what characters the Patron is typing before they hit send

Optional popThankYou

popThankYou?: boolean

remarks: Indicates if a Thank You is popped on the Skill

Optional popThankYouURL

popThankYouURL?: string

remarks: URL for Thank You that is popped on the Skill

Optional priorityBlending

priorityBlending?: boolean

remarks: Indicates if the Skill uses priority blending

Optional priorityInterrupt

priorityInterrupt?: boolean

remarks

priority interrupt

Optional requireDisposition

requireDisposition?: boolean

remarks: Indicates if the Skill requires a disposition

Optional reskillHours

reskillHours?: number

remarks: Profile ID returned from GET /hours-of-operation

Optional reskillHoursName

reskillHoursName?: string

remarks: Profile name returned from GET /hours-of-operation

Optional screenPopDetail

screenPopDetail?: string

remarks: If set then the Custom Screen Pop type is set to "Application" and the value is used as the screenpop

Optional screenPopTriggerEvent

screenPopTriggerEvent?: string

remarks: Determines when the screen pop for the Skill occurs

Optional scriptId

scriptId?: number

remarks: The ID of the Script

Optional scriptName

scriptName?: string

remarks: The Name of the Script

Optional serviceLevelGoal

serviceLevelGoal?: number

remarks: SLA goal in percentage

Optional serviceLevelThreshold

serviceLevelThreshold?: number

remarks: SLA threshold in percentage

Optional shortAbandonThreshold

shortAbandonThreshold?: number

remarks: Short abandon threshold in seconds

skillId

skillId: number

remarks

Unique identifier for skill

skillName

skillName: string

remarks

Name of the skill

Optional smsTransportCode

smsTransportCode?: string

remarks: SMS transport code

Optional smsTransportCodeId

smsTransportCodeId?: number

remarks: ID of the SMS transport code

Optional stateIdACW

stateIdACW?: number

remarks: ID of the ACW state for the Skill

Optional stateNameACW

stateNameACW?: string

remarks: Name of the ACW state for the Skill

Optional thankYouLink

thankYouLink?: string

remarks: URL for Thank You used on the Skill

Optional timeExtensionEnabled

timeExtensionEnabled?: boolean

remarks

timer extension enabled

Optional transcriptFromAddress

transcriptFromAddress?: string

remarks

Optional useCustomScreenPops

useCustomScreenPops?: boolean

remarks: Indicates if the Skill uses custom screen pops

Optional useScreenPops

useScreenPops?: boolean

remarks: Indicates if the Skill uses screen pops

Optional workItemQueueType

workItemQueueType?: string

remarks