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Comment Templates

Comment Templates can be created and attached to Skills. Comment Templates will show up as a button on the SiX disposition screen to insert pre-configured messages into the Notes field.

Supported Substitution Variables

Supported substitution variables can be used in the Comment Template to use live call data in your message:

  • [COM_AGENT_ID] - Agent ID of agent receiving contact
  • [COM_AGENT_USERNAME] - Username of agent receiving contact
  • [COM_AGENT_FIRSTNAME] - First Name of agent receiving contact
  • [COM_AGENT_MIDDLENAME] - Middle Name of agent receiving contact
  • [COM_AGENT_LASTNAME] - Last Name of agent receiving contact
  • [COM_CONTACT_ID] - CXone Contact ID
  • [COM_SKILL_ID] - CXone Skill ID
  • [COM_SKILL_NAME] - CXone Skill Name
  • [COM_TEAM_ID] - CXone Team ID
  • [COM_TEAM_NAME] - CXone Team Name

Example Comment Template Text:

[COM_AGENT_FIRSTNAME] [COM_AGENT_LASTNAME] is booking an appointment for Contact [COM_CONTACT_ID]