Agent Scripting (Hosted Control)

Aplica-se a: Unified Service Desk 2.0

Use Agent Scripting type of hosted control to define a call script that provides instructions to the call center agent to guide them during a customer interaction for a given session. For more information, see Guide customer interactions with agent scripts.

Create an Agent Scripting hosted control

While creating a new hosted control, the fields in the New Hosted Control screen vary based on the type of hosted control you want to create. This section provides information about the specific fields that are unique to the Agent Scripting hosted control type. For detailed information about creating a hosted control, see Create or edit a hosted control.

Agent scripting hosted control

In the New Hosted Control screen, under the Unified Service Desk area, select Agent Scripting from the USD Component Type drop-down list. The WorkflowPanel is the most common panel for this hosted control type, and the same is displayed in the Display Group field. For information about various panels available in Unified Service Desk, see Panels, panel types, and panel layouts in Unified Service Desk. For information about other General fields, see Create or edit a hosted control.

Predefined UII actions

The following actions are supported for this type of hosted control.

Creates a page for creating a new CRM record of the entity specified, and treats the page as a popup from the specified hosted control. The window navigation rules are evaluated to determine the location where the page to create the entity record is displayed.

 

Parameter Description

LogicalName

The logical name of the entity for creating a new instance.

noteNota
The rest of the parameters should consist of name=value pairs. These are the additional pre-populated values in the form for creating a new record for the specified entity. For more information about using this action, see step 4 in Walkthrough 7: Configure agent scripting in your agent application.

Opens an existing instance of the entity specified and identified by the ID, and treats the page as a popup from the specified hosted control. The window navigation rules are evaluated to determine the location where the popup should be displayed.

 

Parameter Description

LogicalName

The logical name of the entity to open.

id

The ID of the entity record to open.

Pops up a URL from the hosted control and runs the window navigation rules against it for routing the popup to the appropriate location.

 

Parameter Description

url

Routes a popup from this hosted control using this URL as if it were a popup requested from the displayed control.

frame

The frame from which this popup originated.

Close

This action is used to close the hosted control.

Fires a user-defined event from this hosted control.

 

Parameter Description

name

Name of the user-defined event.

All subsequent name=value pairs become the parameters to the event. For more information about creating a user-defined event, see Create a user-defined event.

MoveToPanel

This action is used to move hosted controls between panels at runtime.

 

Parameter Description

app

Name of the hosted control to be moved.

panel

Target panel for the hosted control.

SetSize

This action explicitly sets the width and height of the hosted control. This is particularly useful when using "auto" in your panel layouts.

 

Parameter Description

width

The width of the hosted control.

height

The height of the hosted control.

GoToTask

This action displays the specified agent task. The available agent task names can be seen in the Agent Scripts section in CRM (Settings > Agent Scripts).

 

Parameter Description

Specify the name of the agent task to display in the Data field.

This action is deprecated. Use the GoToTask action.

This action is deprecated. Use the GoToTask action.

Return to the previous step in the history.

ShowSendButton

This action displays the Send button on the agent script in the client application. This button is typically used for chat sessions, and when the user clicks the button, the SendClicked event is fired, which is used to write the script text to the chat window.

Predefined events

The following predefined events are associated with this hosted control type.

Occurs when all answers for the current task have been clicked. This is useful for checklists. Basically each answer points back to the same task. So when you click the buttons, they will display check boxes next to them. Once all are checked, this event is fired.

 

Parameter Description

task

Name of the task for which all the answers have been clicked.

id

ID of the task for which all the answers have been clicked.

SendClicked

Occurs when the Send button on the agent script in the client application is clicked. To display the Send Button, you should call the ShowSendButton action.

Occurs each time an agent script is reached, whether by the user clicking an answer, or by some component calling one of the actions on this hosted control.

 

Parameter Description

task

Name of the agent script task that was reached. For the main menu, which isn't a listed task in the configuration of agent scripts, an event is fired with this parameter set to "[Main Menu]".

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Unified Service Desk 2.0
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