Workflow Variables

Workflow Variables

Overview

The following article contains some of the more common variables that can be used in a Workflow or Function.

workitem.digits

workitem.time.curentHour

  • Returns the current hour.

workitem.time.curentMin

  • Returns the current minute.

workitem.time.curentSec

  • Returns the current seconds.

workitem.time.curentDayOfWeek

  • Returns the day of the week in a numerical value, where Monday = 1, Tuesday = 2, etc.

workitem.time.curentDayOfMonth

  • Returns the current month as a numerical value, where January = 1, February = 2, etc.

workitem.time.curentYear

  • Returns the current 4 digit year.

workitem.to

  • Contains the dialed number.
  • If placing an outbound call, this would contain the number the system or agent called.
  • If receiving an inbound call, this would contain the number the customer dialed to enter the system.

workitem.from

  • Contains the caller ID.
  • If placing an outbound call, this would contain the caller ID from the campaign.
  • If receiving an inbound call, this would contain the customer’s caller ID.

workitem.businessEvents.BusinessEventName Replace BusinessEventName with the name of the Business Events to compare against.

Note: As the Business Events name is used in a variable, there cannot be any spaces or - in it’s name.

  • Will return true if the current time falls inside the time range specified in the Time Events that are contained in the BusinessEventName.
  • Will return false if the current time falls outside the time range specified in the Time Events that are contained in the BusinessEventName.

workitem.type

  • Contains the type of the current workitem.
  • Some of the values are:
  • ‘InboundCall’
  • ‘OutboundCall’
  • ‘InboundSMS’
  • ‘OutboundSMS’
  • ‘Email’
  • ‘Chat’

Note: As these values are strings, the single quotes must be used when using them in a condition

workitem.email.subject

  • Contains the subject field of an email workitem.

workitem.data.VariableName Replace VariableName with the name to assign your user defined variable.

  • Any user defined variable that has been created in the workflow will be stored in workitem.data.VariableName

workitem.contact.priorityok

  • Contains the value of the priority that as been assigned to the contact.

workitem.withACDService

  • When using a Direct Connect component to dial by extension, this value will return a result of 2 if the extension exists and a result of 0 if the extension is not found

workitem.currentSMSMessage.yes

  • Returns true is an inbound SMS message has a form of the word ‘Yes’.

$V.workitem.currentSMSMessage.textMsg

  • Returns the current SMS message that was just received.

workitem.from.slice(-10)

  • Returns the last 10 digits from variable contained in the variable workitem.from

workitem.channelAvailability.loggedAgents

  • When using the Queue Data component, will contain the number of users that are currently logged in to the queue specified.

workitem.channelAvailability.availableAgents

  • When using the Queue Data component, will contain the number of users that are currently available in to the queue specified.

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