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Configure Custom Objects

The Skybox integrated eXperience (SiX), by default, supports linking contacts to Incidents, Cases, Requests, Contacts, and Users.

When setting a disposition for a contact in the SiX Agent, you can link the contact to a ServiceNow Task and/or Contact. The SiX Agent looks for user history up to 5 minutes back from the call's start time to find potential records to link.

Adding a New Task for Linking

To link a task type not included in the default list (Incidents, Cases, or Requests), please contact Skybox Communications to modify your configuration. You will need to provide the following information for the new task:

  • Label: The label as it appears in the table properties.
  • Contact Column: The name of the column that relates to the contact or user.
  • Contact Table: The name of the table the contact column refers to (e.g., sys_user or customer_contact).

Example (Case Task)

For a standard Case, the information would be: * Label: Case * Contact Column: contact * Contact Table: customer_contact

Adjusting History Lookup Time

The default lookup for history is 5 minutes. This can be modified if your agents need a longer or shorter window to identify relevant records to link. Please contact Skybox support to adjust this setting for your organization.