System Action Elements
Updated
This article covers the following topics:
These elements serve the purpose of performing actions, such as assignments, transfers, custom field updates, etc., on the case on which the guided workflow is being executed. The primary components of system actions include:
Execute Action: Triggers predefined actions to meet workflow objectives.
Custom Fields Action: Facilitates updates to custom fields associated with the case.
Add or Remove from Queues: Allows cases to be added to or removed from designated queues.
Add Note: Enables users to append contextual notes to the case for better tracking and communication.
Work Queue Properties: Adjusts properties and configurations for the case within the work queue.
Assign Case: Automatically assigns the case to the appropriate individual or team.
Set Skills: Dynamically assign, modify, or remove agent skill requirements on a case to ensure it reaches the most qualified agent.
Set Priority Rank: Define the urgency of a case using a numerical priority rank to influence assignment order in work queues.
Assign Agent: Directly assign a case to a specific agent or queue, either statically or dynamically, for precise and efficient routing.
These elements collectively ensure efficiency, consistency, and precision in managing cases within the workflow.
Execute Action
This node can be utilized to perform additional actions through Guided Workflows, such as applying a macro, transferring the case to IVR, creating a support ticket, creating a child case, etc. Adding this node creates two paths in the workflow – ‘Success’ and ‘Failure’.
Custom Fields Action
This node can be utilized to modify case/profile custom fields with variables or static data. Users can select the ‘Set Fields’ option to set custom fields with a static value and the ‘Copy Fields’ option to set custom fields with a dynamic value. This is mainly used when a use case requires modification of custom fields for further processing of the case. In case of no profile or case context, this node fails and throws an error.
Note: Custom field action cannot be used to modify standard fields.
Add or Remove from Queues
This node can be utilized to add or remove cases from case queues using Guided Workflows. Users can add cases to queues to execute specific rules on cases. In case of no case context, this node fails and throws an error.
Add Note
Notes are snippets of information that are linked to a particular asset. The asset can be a case, profile, message, task, etc., and can be selected from the ‘Asset’ dropdown. Users can add a note to give context or transfer important information to other agents. This is usually shown in the care/agent console as well. This is also used commonly for debugging purposes, for understanding where the error is coming from inside a guided workflow. You can also add images, video, and file assets via the resource selector. Workflow variables can also be used in the Add Note node using the resource selector.
Work Queue Properties
This node can be utilized to fetch the properties of the work queue to which the case is assigned. Users can select the work queue from the dropdown and save the properties in a variable of their choice. The properties include:
WAIT_TIME_IN_MILLIS: Provides the wait time in milliseconds, calculated by considering the wait time of previously assigned cases to this queue.
WAIT_TIME_READABLE: Provides the wait time in minutes. Leveraging this property, users can vocalize the wait time to customers.
NUMBER_OF_PENDING_CASES: Provides the current count of pending cases in the queue. These are cases that await assignment and may change dynamically as new cases enter the queue or get assigned.
NUMBER_OF_AGENTS_AVAILABLE: Provides the count of agents currently in available status, indicating their readiness to handle cases.
IDLE_AGENTS: Provides the number of agents currently in an idle state, meaning they are not engaged in active calls. This count reflects the availability of agents who can readily address incoming cases.
POSITION_IN_WORK_QUEUE: Dynamically updates to reflect the current position of a case in the work queue. As cases are continuously assigned in the queue, this property provides real-time insight into the sequential order and ranking, aiding in the ongoing determination of case priority and processing order.
Assign Case
This node can be utilized to easily assign cases to designated work queues, resulting in optimized agent allocation and streamlined case distribution. You can route the case by selecting a work queue from the dropdown or dynamically via the resource picker. When using the resource picker, pass the Work Queue ID.
Set Skills
Whenever a case is created in Sprinklr, you can attach a Skill Required criterion to ensure it is routed to the most appropriate agent. For example, if a case originates from India and requires English language support, you can specify that only agents with the “India” location skill and “English” language skill should be eligible.
Name: You can give any name to your node.
Manage Required Skills: It allows you to configure agent skill requirements dynamically on a case. It provides four dropdown options to manage skills associated with the case:
Merge: Adds the new skills to the existing ones. For example, if a case already has a “Language” skill and you add “Product Knowledge” with a proficiency score of 50, both will be retained
Set: Replaces all existing skills with the newly defined ones in this node.
Unset: Removes all skills currently attached to the case.
Remove: Allows selective removal of specific skills (e.g., remove "Product Knowledge" but retain "Language").
Dynamic Skill and Proficiency: You can enable this toggle to configure the above skills dynamically.
Proficiency Score: You can define a minimum proficiency score (e.g., 50) to ensure the agent meets the required expertise level. This helps in accurate and efficient case assignment based on agent capabilities
Set Priority Rank
When multiple agents (e.g., 10) already have active cases and are part of the same work queue, but additional cases are pending assignment, the system uses the Priority Rank to determine assignment order. Cases with a higher priority rank are assigned first, regardless of their creation time, ensuring that more critical issues are handled ahead of lower-priority ones.
Name: You can give a name to your node.
Priority Rank: You can define the priority rank in a numerical value set between 1-100. A higher priority rank indicates greater urgency, meaning the case will be assigned first regardless of when it was created.
Assign Agent
The Assign Agent node is used to route a case directly to a specific agent or work queue. You can configure the assignment statically by selecting a fixed agent or queue, or dynamically by passing the agent ID or queue ID using variables or resource selectors. This node is essential for automating case assignment logic—such as assigning high-priority cases to specific agents or routing cases to regional queues based on predefined conditions—ensuring efficient and accurate case handling.
Select Queue: You can select the Work Queue either statically (by choosing a queue from the dropdown) or dynamically by enabling the toggle and passing the Work Queue ID. This allows flexible case routing based on your use case.
Preferred Agent: You can define a preferred agent for case assignment within a work queue. If multiple agents are available but you want a specific agent to be prioritized—especially for high-priority or escalated cases—you can set their Agent ID manually (in double quotes) or dynamically using the resource selector. This ensures the preferred agent is considered first during assignment.
Try and Assign only to Preferred agent: To make the above field work, you need to enable this toggle before saving the node.