Nextiva Contact Center: Survey Actions

Action

An action button is used to call an API. It’s the most flexible survey component and can be used for different free-form function calls, from third-party API calls to native Nextiva dispositions, including options to access external URLs.

Configuration Fields

The Action action will have the following configuration fields:

Field Name	Description
Component Type	Action
Component Description	A description of the action.
Label	The component title.
Font size	The font size of the component title.
Height	The height in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Width	The width in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Padding	The padding in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Margin	The margin in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Condition	A JavaScript expression for displaying the component. The survey component will appear if the expression returns true.
Type	The types of action that may be carried out: Delete, Form, Get, New Tab, New Window, Patch and Post
URL	The URL that is to be accessed.
On Event	Whether the action is to be carried out at the click of the button or on loading the survey.
Use Proxy	Enable, to use a reverse proxy when accessing the URL.
Result Variable	The name of the variable to store the result of the Action, is used primarily when calling APIs.
Properties	Properties to be passed in the body of the API call: these are label–value pairs.
Headers	Headers that are to be included with the API call: these are label–value pairs.
Set Variables On Success	Variables to set on success, you may use this to create new variables or change the values of fields in the survey when the API call is successful.
On Success	The action to be taken if the API call is successful. It will be either Message, Move to Panel, None… and Show Overlay
Success Message	If On Success is set to Message, this is the message when the search is successful.
On Success Panel	The panel to go to if the search is successful. If On Success is set to Move To Panel, this will be the panel that it moves to.
Set Variables On Error	Variables to set on error, this can be use this to create new variables or change values of fields in the survey when the API call fails.
On Error	The action to be taken if the API call fails.
Error Message	If On Error is set to Message, this is the message when the API call is unsuccessful.
On Error Panel	The panel to go to if the API call is unsuccessful. If On Error is set to Move To Panel, this will be the panel that it moves to.
Hide App	This will hide the application if enabled.
Style	Adds optional HTML and CSS styles to the action button.

When using the following API : /rest-calls/api/restcallwithresponse/{{restAPI ID}}, you can use data.json as a property in the Properties field.

You can then use information such as workitem.data.x.

Availability

This refers to the channel availability of a queue. When selecting this button, the information stored in the ACD about how many users are logged in and what workiems are in the queue can be accessed. This is useful when making transfers to a queue or requesting a conference with a supervisor for agent-facing surveys.

Configuration Fields

The Availability action will have the following configuration fields:

Field Name	Description
Component Type	Availability
Component Description	A description of the Availability action.
Label	The component title.
Font size	The font size of the component title.
Text font size	The font size of the text of the queue availability.
Assistance	The description to be displayed whenn the assistance button is hovered over.
Height	The height in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Width	The width in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Padding	The padding in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Margin	The margin in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Condition	A JavaScript expression for displaying the component. The survey component will show if the expression returns true.
Queues	The queues the user would like to retrieve information on from the ACD.
Channel	The channels that the user may be interested in receiving information for.

Chat

A Chat action carries out calls to workflows and campaigns that handle chats. The button initiates a chat for a customer, then triggers a new workitem.

Configuration Fields

The Chat action will have the following configuration fields:

Field Name	Description
Component Type	Chat
Component Description	A description of the Chat action.
Label	The component title.
Font size	The font size of the component title.
Height	The height in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Width	The width in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Padding	The padding in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Margin	The margin in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Condition	A JavaScript expression for displaying the component. The survey component will show if the expression returns true.
Campaign	Select the Chat campaign from the drop-down menu. Every action must have a campaign passed either by the drop-down menu or by the expression variable.
Campaign Expression	If you’re setting a campaign variable in the workflow, this is where you set the campaign expression to know which campaign to use.
Name Field	The field in the survey that contains the name of the customer who is initiating the chat.
Email Field	The field in the survey that contains the email of the customer who is initiating the Chat.
Properties to send as message	The fields in the survey to be forwarded as information to the agent when they receive the newly created chat workitem.
Data Attached	Fields and other data that will be attached to the workitem that is being created. These go in the Data field inside workitems, similar to what might be saved in a workflow.
Set Variables On Success	Variables that are to be set when the chat is initiated correctly. This may modify fields in the survey or create hidden variables.
On Success	The action to be taken when the chat initiation is successful. The options are: Move to Panel or None.
On Success Panel	If On Success is set to Move To Panel, this will be the panel that it moves to.
Set Variables On Error	Variables that are to be set when the chat fails. This may modify fields in the survey or create hidden variables.
On Error	The action to be taken when the chat initiation is unsuccessful. The options are: Move to Panel or None.
On Error Panel	The panel to go to if the API call is unsuccessful. If On Error is set to Move To Panel, this will be the panel that it moves to.
Style	Adds optional HTML and CSS styles to the action button.

Conference

A Conference action creates a conference between a user’s active calls when they click it. This button can only be used when there are 2 or more active calls or calls on hold.

Configuration Fields

The Conference action will have the following configuration fields:

Field Name	Description
Component Type	Conference
Component Description	A description of the Conference action.
Label	The component title.
Font size	The font size of the component title.
Height	The desired size in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Width	The desired size in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Padding	The padding in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Margin	The margin in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Condition	A JavaScript expression for displaying the component. The survey component will show if the expression returns true.
Set Variables On Success	Variables to set on success, you may use this to create new variables or change values of fields in the survey when the conference API call is successful.
On Success	Action to be taken if the conference API call is successful. The options are Move to Panel or None.
On Success Panel	The panel to go to if the conference API call is successful. If On Success is set to Move To Panel, this will be the panel that it moves to.
Set Variables On Error	Variables to set on error, you may use this to create new variables or change values of fields in the survey when the conference API call fails.
On Error	Action to be taken if the conference API call fails. The options will be Move To Panel or None.
On Error Panel	The panel to go to if the conference API call is unsuccessful. If On Error is set to Move To Panel, this will be the panel that it moves to.
Style	Adds optional HTML and CSS styles to the action button.

Dial

The Dial action has different features for calling from a button in a survey. It takes the “To” number as a variable, and can offer conference on connection of the call. This component will open up a new outbound call workitem when triggered. This is only used on agent-facing surveys.

Configuration Fields

The Dial action will have the following configuration fields:

Field Name	Description
Component Type	Dial
Component Description	A description of the Dial action.
Label	The component title.
Font size	The font size of the component title.
Height	The height in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Width	The width in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Padding	The padding in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Margin	The margin in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Condition	A JavaScript expression for displaying the component. The survey component will show if the expression returns true.
Use Consent on Dial	Make a lookup in the consent table on the field that will be the object of the dial.
Phone Field	Fieldname that holds the phone value.
Phone Expression	Expression may be passed instead of “Phone Field” to point at the target number.
Campaign	Select the Chat campaign from the drop down. Every action must have a campaign passed either by the drop-down or by the expression variable.
Campaign Expression	If you’re setting a campaign variable in the workflow, this is where you set the campaign expression to know which campaign to use.
Spoof ANI	Enables spoofing on outbound ANI calls.
Conference on dial	Initiates a conference with the current active workitem on dialing the number.
Set Variables On Success	Variables to set on success, you may use this to create new variables or change values of fields in the survey when the Dial API call is successful.
On Success	Action to be taken if the Dial API call is successful. The options are Move to Panel or None.
On Success Panel	The panel to go to if the Dial API call is successful. If On Success is set to Move To Panel, this will be the panel that it moves to.
Set Variables On Error	Variables to set on error, you may use this to create new variables or change values of fields in the survey when the Dial API call fails.
On Error	Action to be taken if the Dial API call fails. The options are Move to Panel or None.
On Error Panel	The panel to go to if the Dial API call is unsuccessful. If On Error is set to Move To Panel, this will be the panel that it moves to.
Style	Adds optional HTML and CSS styles to the action button.

Digital Outbound

This action, launches an API to initiate a digital outbound workitem. This button is used to send an outbound templated SMS or Email to an address defined in the survey. It could be both customer and agent-facing and used to contact a third party as well.

Configuration Fields

The Digital Outbound action will have the following configuration fields:

Field Name	Description
Component Type	Digital Outbound
Component Description	A description of the Digital Outbound action.
Label	The component title.
Font size	The font size of the component title.
Height	The height in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Width	The width in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Padding	The padding in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Margin	The desired size in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Condition	A JavaScript expression for displaying the component. The survey component will show if the expression returns true.
Type	Whether the outbound workitem is an Email or SMS workitem.
Campaign	The campaign that will send the outbound workitem, this will list the campaigns enabled for Email and SMS.
Campaign Expression	Passes an expression which defines the outbound campaign to use instead of the “Campaign” field.
To Field	The address which must receive the outbound message.
To expression	A JavaScript expression which replaces the To Field instead, allowing to pass the address as a variable.
From	The address which must receive the outbound workitem.
Data Attached	The data to be attached to the outbound workitem.
Set Variables On Success	Variables to set on success, you may use this to create new variables or change values of fields in the survey when the Digital Outbound API call is successful.
On Success	The action to be taken if the Digital Outbound API call is successful. The options are Message, Move to Panel or None…
Success Message	If On Success is set to Message, this is the message when the Digital Outbound API call is successful.
On Success Panel	The panel to go to if the Digital Outbound API call is successful. If On Success is set to Move To Panel, this will be the panel that it moves to.
Set Variables On Error	Variables to set on error, you may use this to create new variables or change values of fields in the survey when the Digital Outbound API call fails.
On Error	The action to be taken if the Digital Outbound API call fails.
Error Message	If On Error is set to Message, this is the message when the Digital Outbound API call is unsuccessful.
On Error Panel	The panel to go to if the Digital Outbound API call is unsuccessful. If On Error is set to Move To Panel, this will be the panel that it moves to.
Style	Adds optional HTML and CSS styles to the action button.

Inbound Email

The Inbound Email action, creates an inbound email from a survey. You can pass information from a text area component as a body to an email and place this email in a queue. It is mostly used on customer-facing surveys.

Configuration Fields

The Inbound Email action will have the following configuration fields:

Field Name	Description
Component Type	Inbound Email
Component Description	A description of the Inbound Email action.
Label	The component title.
Font size	The font size of the component title.
Height	The height in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Width	The width in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Padding	The padding in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Margin	The margin in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Condition	A JavaScript expression for displaying the component. The survey component will show if the expression returns true.
From	The field containing the address that the inbound email is coming from.
Subject	The field containing the subject of the email.
Body	The field that holds the text to be passed as body of the email.
Campaign	The campaign that will receive the inbound message, this will list the campaigns enabled for Email.
Campaign Expression	Passes an expression which defines the inbound campaign to use instead of the “Campaign” field.
Data Attached	Fields that are to be attached to the inbound workitem’s data.
Set Variables On Success	Variables to set on success, you may use this to create new variables or change values of fields in the survey when the Inbound Email API call is successful.
On Success	The action to be taken if the Inbound Email API call is successful. The options are Message, Move to Panel, or None…
Success Message	If On Success is set to Message, this is the message when the Digital Outbound API call is successful.
On Success Panel	The panel to go to if the Digital Outbound API call is successful. If On Success is set to Move To Panel, this will be the panel that it moves to.
Set Variables On Error	Variables to set on error, you may use this to create new variables or change values of fields in the survey when the Inbound Email API call fails.
On Error	The action to be taken if the Inbound Email API call fails. The options are Message, Move to Panel, or None…
Error Message	If On Error is set to Message, this is the message when the Digital Outbound API call is unsuccessful.
On Error Panel	The panel to go to if the Digital Outbound API call is unsuccessful. If On Error is set to Move To Panel, this will be the panel that it moves to.
Style	Adds optional HTML and CSS styles to the action button.

Move To Panel

The Move To Panel action switches to a specific tab in the survey. It is a direct page change within the current survey.

Configuration Fields

The Move To Panel action will have the following configuration fields:

Field Name	Description
Component Type	Move To Panel
Component Description	A description of the Move To Panel action.
Label	The component title.
Font size	The font size of the component title.
Height	The height in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Width	The width in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Padding	The padding in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Margin	The margin in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Condition	A JavaScript expression for displaying the component. The survey component will show if the expression returns true.
Set Variables	Any variables that are to be set when the action is completed successfully.
Panel	The target panel to move to.
Hide App	This will hide the application if enabled.
Style	Adds optional HTML and CSS styles to the action button.
Send Message to Workflow	If enabled, the workflow will receive a message containing an object called currentSurveyEvent attached to the workitem in the survey. That object has the fields Call type and Data. Call type contains the name of the state you want to transition to and Data is an object containing the information passed to it.

Move To Survey

The Move to Survey action can change the survey from the current one to a specific one. It is sometimes useful when a survey needs to change language or when the workitem has changed department by transfer.

Configuration Fields

The Move To Survey action will have the following configuration fields:

Field Name	Description
Component Type	Move To Survey
Component Description	A description of the Move To Survey action.
Label	The component title.
Font size	The font size of the component title.
Height	The height in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Width	The width in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Padding	The padding in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Margin	The margin in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Condition	A JavaScript expression for displaying the component. The survey component will show if the expression returns true.
Set Variables	Any variables that are to be set when the action is completed successfully.
User Survey	The survey to move to.
Entry Panel	The panel of the target survey that is to be presented first (first panel by default).
Style	Adds optional HTML and CSS styles to the action button.
Data Attached	Fields that are to be attached to the workitem’s data.

Take Back

A take back occurs when an agent has been speaking to a customer and they send them into an automated function. The Take Back action disconnects the agent, so they can watch the events panel to see where in the function the customer is at. The take back may then bring the customer out of the IVR and back into a conversation with the agent.

Configuration Fields

The Take Back action will have the following configuration fields:

Field Name	Description
Component Type	Take Back
Component Description	A description of the Take Back action.
Label	The component title.
Font size	The font size of the component title.
Height	The height in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Width	The width in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Padding	The padding in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Margin	The margin in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Condition	A JavaScript expression for displaying the component. The survey component will show if the expression returns true.
Properties	Attach fields and values to the properties of the API call to retrieve the workitem on to the agent’s screen.
Disposition	Disposition to be passed when the take back occurs.
Event Name	Event name that will instead trigger the take back.
Set Variables On Success	Variables to set on success, you may use this to create new variables or change values of fields in the survey when the API call is successful.
On Success	The action to be taken if the API call is successful. The options are Move to Panel or None…
On Success Panel	The panel to go to if the API call is successful. If On Success is set to Move To Panel, this will be the panel that it moves to.
Set Variables On Error	Variables to set on error, you may use this to create new variables or change values of fields in the survey when the API call fails.
On Error	The action to be taken if the API call fails. The options are Move to Panel or None…
On Error Panel	The panel to go to if the API call is unsuccessful. If On Error is set to Move To Panel, this will be the panel that it moves to.
Style	Adds optional HTML and CSS styles to the action button.

Transfer

After a dial or a dial and conference has been carried out an agent may want to complete a transfer between the customer and a third party. This component will allow the agent to carry out warm transfers, cold transfers both to first-party or third-party systems or numbers. It is used together with the dial and conference actions detailed above.

Configuration Fields

The Transfer action will have the following configuration fields:

Field Name	Description
Label	The component title.
Font size	The font size of the component title.
Height	The height in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Width	The width in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Padding	The padding in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Margin	The margin in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Condition	A JavaScript expression for displaying the component. The survey component will show if the expression returns true.
Properties	Attach fields and values to the properties of the API call to retrieve the workitem on to the agent’s screen.
Transfer Type	The type of transfer desired: warm, cold, external.
Recording	Where recording is applied on the transferred call. By default the setting on the first party call will be passed.
Phone Expression	The field name of the phone that is to be transferred to.
Disposition	The disposition to be given to the first call which will now be disconnected.
Event Name	The event name if the transfer is to be triggered via an event.
Set Variables on Success	Variables to set on success, you may use this to create new variables or change values of fields in the survey when the API call is successful.
On Success	The action to be taken if the API call is successful. The options are Move to Panel or None.
On Success Panel	The panel to move to if On Success is set to Move to Panel.
Set Variables On Error	Variables to set on error, you may use this to create new variables or change values of fields in the survey when the API call fails.
On Error	The action to be taken if the API call fails. The options are Move to Panel or None.
On Error Panel	The panel to go to if the API call is unsuccessful. If On Error is set to Move To Panel, this will be the panel that it moves to.
Style	Adds optional HTML and CSS styles to the action button.

Web Callback

The Web Callback action allows customers to request a callback through a web interface and schedule the callback at a convenient time.

NOTE: The callbacks are only presented when the agents are logged in and available.

Configuration Fields

The Web Callback action will have the following configuration fields:

Field Name	Description
Component Type	Web Callback
Component Description	A description of the Web Callback component.
Label	The component title.
Font size	The font size of the component title.
Height	The height in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Width	The width in pixels or otherwise, following the CSS formatting rules. E.g., 180px.
Padding	The padding in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Margin	The margin in pixels or otherwise, following the CSS formatting rules. E.g., 4px, 8px or 0px, 0px, 0px, 4px.
Condition	A JavaScript expression for displaying the component. The survey component will show if the expression returns true.
Campaign	The campaign that you’re using to perform the web callback.
Campaign Expression	If you’re setting a campaign variable in the workflow, this is where you set the campaign expression to know which campaign to use. NOTE: Either use campaign or campaign expression, not both,
From	The phone number that will be used to perform the callback.
Phone Field	The field name where the customer will enter their phone number.
Date Field	The time and date when to place the callback that is entered by the customer using the calendar input.
Data Attached	The data you want attached to the callback. Label and value pairs.
Set Variables on Success	Variables to set on success, you may use this to create new variables or change values of fields in the survey when the callback is successfully created
On Success	The action to be taken if the callback is successfully created. The options are Message, Move to Panel or None.
Success Message	A pop-up message displayed when the callback is successfully created.
On Success Message Panel	The panel to navigate to in the survey if the callback was successfully created.
Set Variables On Error	Variables to set on error, you may use this to create new variables or change values of fields in the survey when the callback creation fails.
On Error	The action to be taken if the callback creation fails. The options are Message, Move to Panel or None.
Error Message	A pop-up message displayed when the callback is not successfully created.
On Error Panel	The panel to navigate to in the survey if the callback was not successfully created.
Style	Adds optional HTML and CSS styles to the action button.

Need additional help? Click here.

Was this article helpful?

Yes No