Creating an Agent Script

Create agent scripts as part of the flow design process for the flow that the script should be used with. The script is designed using the Script flow object which includes a script editor. You can insert the Script object into the Resource portion of the flow to run when the agent is conferenced into the conversation.

The Script feature is not included in the default Resource Flow notation, which is a single object used to send a work offer to an agent and conference them into a conversation. Scripts can be sent any time between the work-accepted signal and the resource-disconnect signal. You can build the resource flow out instead of using the Resource Flow notation to include the Script notation (as with the script example in the following To create an agent script steps) or you can use it in addition to the Resource notation as is demonstrated in the example directly below.

To create an agent script: 

  1. Create or edit the flow that you want to add an agent script to.
  2. Build the resource portion of your flow, including the Script objects. Use the bullets and image below to help you.
  3. Access the settings for the Script object. You may need to click on the object and select the gear icon to access the settings.
    The script editor appears.

  4. Enter the variable name for the resource that this script is presented to in the Resource field.
  5. Enter a variable name for this script in the Script Name field that can be referenced in a flow condition or reporting. Variable names can only contain lower case letters land dashes, no spaces or special characters. For example, script-name.
  6. Optionally, select the option to Automatically dismiss without warning. If this option is selected, an open script will automatically submit and dismiss itself when the interaction ends.
  7. Optionally, select Automatically submit after timeout. If this option is selected, the script is submitted after the configured amount of time even if it is incomplete. By default, the timeout is configured for 60 seconds.

    To configure the timeout, select the unit of time (Seconds, Minutes, or Hours). In the text field that follows, enter an integer greater than zero or an variable that renders as an integer for the time value.

    • The Automatically submit after timeout option automatically submits itself after a specific amount of time. The Automatically dismiss without warning option automatically submits itself when the agent leaves the interaction.

    • The Automatically submit after timeout timer is disabled when wrap-up starts.

    • You can enable the Automatically submit after timeout and Automatically dismiss without warning options in the same Script.

    • If Script Reporting is enabled, the current values at the time of auto-submission for the Freeform Input, Dropdown, Scale and Checkbox types of script components are available to the flow and historical reporting.

  8. Optionally, click the check box to enable Script Reporting. If this option is selected, submitted scripts can be reported on in custom or standard script reports.
  9. Drag and drop the script component(s) that you want to use from the palette into the script editor.
    A line item will appear with placeholder text for that component.

    You can add and configure components one at a time, or add them all and then individually configure.

  10. Click on the pencil icon (Edit Script Icon) to the right of the placeholder text to access the configurable parameters for an item.
  11. Enter the configuration details for that script item.
    Detailed instructions to help you configure each of the script component types are included in the following section.
  12. Click the X on the palette window to close it and return to the full editor.

    You can click the pencil icon to edit any component at any time while in the script editor, or click the X to remove any components.

  13. If necessary, you can change the order of any component by clicking on the drag icon () next to each component and dragging it to the desired location in the list of components.
  14. Click anywhere outside of the script editor to close it and return to the Flow Designer.
  15. When you're ready, publish your flow.

When an agent receives a call from this flow, the entire script will be displayed in the Agent Toolbar.

Configuring Script Component Parameters

Each of the script component types have parameter values that you need to configure to display the information that you want included in the agent script. Refer to each type below for specific instructions.

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