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The Scripting Administration console is an HTML administration user interface for script developers and administrators.
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The Scripting Administration console is an HTML administration user interface for script developers and administrators, which relies upon the Oracle CRM Technology Foundation (JTT) technology stack.
The Scripting Administration console has three primary functions: to launch the Script Author Java applet, to provide administration of Oracle Scripting files, and to provide access to agent application reports.
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From the Home tab, logged-in users of the Scripting Administration console can launch Script Author as a Java applet. No additional login information is required to launch the applet, connect to the database, access the command library, or deploy scripts.
From the Administration tab, administrators can administer deployed scripts and Java archive files used by Oracle Scripting. Specifically, you can perform the following:
View and delete deployed scripts.
View, upload, update, and remove custom Java archives in support of Scripting operations.
Set and remove the Global property for uploaded JAR files. The global property enables a specified set of code to automatically be loaded and available to all active scripts.
Map Java archives to specified scripts to enable that code to be explicitly loaded and available to the script.
This console is accessed by logging into Oracle HTML-based applications using a user account with the Scripting Administrator responsibility.
From the Reports tab, you can generate and view panel footprint reports for a specified script. This report is instrumental in tuning a script, and indicates for each session or interaction of a script which panels were visited and the duration of the visit (in milliseconds). This is currently the only agent interface report for Oracle Scripting.
To generate meaningful information, the designated script must collect footprinting and answer collection information. These are global attributes of a script. At minimum, the Answer Collection property must be selected (this will also result in the collection of footprinting data).
Answer collection is the recording of end user responses ("answers") to all question UI controls ("questions") that are marked in the script as collectable. Answers are collected for each transaction or session of the script running in the Scripting Engine, in either interface. If enabled (at the script level), answer collection data is collected in table IES_QUESTION_DATA.
Footprinting is the recording in the database of which panels in a script transaction were visited, and the duration of time in milliseconds before the next panel is requested. Footprint data is stored in two table, IES_PANEL_DATA and IES_FOOTPRINTING_DATA.
For each script, you can designate the collection of footprint data by enabling the Footprinting option as a global script property. For each new script created, this option is selected by default. These options are also enabled automatically for any script created using the Script Wizard.
Additionally, regardless of whether the Footprinting option is enabled, footprinting data is now also automatically saved to the database when the Answer Collection option is enabled. This change (introduced in Interaction Center FP-Q and later or release 11.5.9 or later) improves the quality of data saved from a script transaction for reporting purposes. This ensures a link between each response provided at runtime, and the specific panel instance from which that response was provided. Accordingly, an additional column (PANEL_DATA_ID) is contained in the answer collection table, IES_QUESTION_DATA. This column contains the foreign key reference to the footprinting table, IES_PANEL_DATA.
If the Footprinting option is selected but the Answer Collection option is not, only footprinting data for each session or transaction of that script will be saved to footprinting tables. Obviously, if neither option is selected for a specific script, no footprinting or answer collection data is saved.
If neither footprinting nor answer collection are enabled for a script:
No data will be available from which to view individual responses from the Responses tab of the Survey Administration console.
No data will display in the panel footprint report executed from the Reports tab of the Scripting Administration console.
If answer collection is disabled for a script, but footprinting is enabled:
No data will be available from which to view individual responses from the Responses tab of the Survey Administration console.
Footprinting data will still be recorded in the IES_PANEL_DATA and IES_FOOTPRINTING_DATA tables if enabled for the script.
Oracle Scripting provides the ability to create, modify, and deploy scripts (using the Script Author component) that can be executed in the Scripting Engine component. The Scripting Engine has two interfaces (the agent interface and the Web interface), both of which display the script at runtime for their intended audience. Each runtime interface interprets the script, end user input, and any custom code associated with the script. If using the Web interface, you must use the Survey component to create and administer guidelines for the script to be executed within a Web browser.
Scripts are deployed to the applications database using Script Author. Scripts may rely on custom Java code, compiled and deployed as Java archive (JAR) or zipped archive (ZIP) files and referenced in the script. Scripts can also reference PL/SQL procedures stored in the applications database.
In support of Scripting operations, you can use the Scripting Administration console to access Script Author as a Java applet; administer scripts and script Java archive files; and monitor Scripting Engine agent interface reports.
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The Scripting Administration console provides script administrators the interface to launch Script Author as a Java applet, to view and delete deployed scripts, to view and administer Java archive files, to map Java archive files to specific scripts, and to view agent interface reports. This console is accessed by logging into Oracle HTML-based applications using a user account with the Scripting Administrator responsibility.
When you view any page displaying a summary list in the Scripting Administration console, the set of records which displays in the list is filtered by the parameter selected in the View list. By default, only items created by the Oracle Applications user account with which you are currently logged in display in each summary list. To view items created by all users, change the value in the View list. When you select a filter option from the View list, the page refreshes. The summary view list displays, listing only the objects that meet the selected criteria.
If displaying a list of Java archive files on the Jar Listings or Jar Mapping pages, for example, the value My Jars is the default, resulting in the display of all JAR and ZIP files uploaded using the Scripting Administration console with your user name. To display a list of all Java archive files deployed from the Scripting Administration console (including those uploaded by other users in this environment), select All Jars from the View list.
If using the View menu to display a list of deployed scripts, additional filtering criteria is available based on a script's active or inactive status.
Note: Scripts are deployed to the IES_DEPLOYED_SCRIPTS table of the applications database from Script Author. Active scripts, which can be executed by any Scripting Engine of a compatible code level, contain a value of "1" for the ACTIVE_STATUS field within that table. Inactive scripts contain a value of "0" in this table field. Deployed scripts with ACTIVE_STATUS set to "0" are retained in IES_DEPLOYED_SCRIPTS so that existing footprinting and answer collection data can maintain valid references.
If displaying a list of deployed scripts on the Deployed Scripts page, the value My Active Scripts is the default, resulting in the display of all active scripts created with your user name.
To display a list of all scripts created with your user name regardless of active status, select My Scripts.
To display a list of all active scripts created with any user name, select All Active Scripts.
To display a list of all scripts created with any user name, regardless of active status, select All Scripts.
Note that if no objects meeting the filter parameter for a certain category are found, then the list headings will appear for the summary table, with no records listed. As soon as an object is created meeting that criteria, it will appear in a refreshed list.
The ability to report and analyze scripts executed in the Scripting Engine agent interface is critical; enterprises can use information collected in the applications database for various purposes. Reports from information collected in scripting-specific tables of the applications database as a result of Scripting operations, and other data collected from customized scripts and stored in custom tables, can be generated using any analytical tool such as Oracle Discoverer or Crystal Reports. Additionally, the Scripting Administration console provides access to panel footprint reports compiling footprinting data.
Additional reporting for scripts executed in the Web interface is available as part of Oracle Interaction Center Intelligence reporting functionality. Implementation of these reports, and access to the Oracle Discoverer tool, is required. These additional reports require the use of Scripting-specific concurrent programs and summary tables specific to survey operations. For additional information, see Oracle Scripting Survey Concepts.
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At this time, the only report available through the Scripting Administration console is a panel footprinting summary report. There are two requirements for receiving and reporting data in the Scripting Administration console:
In order to appropriately view reports, two script-level parameters should be enabled. These parameters, Footprinting and Data Collection, are established in the global script properties from Script Author prior to deploying a script.
Note: Technically, footprinting is enabled when the data collection option is selected. However, Oracle recommends explicitly enabling the Footprinting option if footprinting information is desired for the purposes of reporting.
To generate a meaningful report, data to be displayed in the report must already be generated. Therefore, scripts must be executed in order to tabulate data displayed in the report. Each time a script is executed (assuming the appropriate parameters are enabled), data regarding the paths taken in the script (footprinting) and the answers selected during the script session (answer collection) are collected in IES tables in the Oracle Applications database.
For a panel footprint report, this signifies a script with footprinting specified has been executed at least once, either in the interaction center interface by an agent running through a script, or in the Web interface as a respondent participates in a survey using a Web browser.
The panel footprint report may be used either for analysis of surveys, or of scripts in use in the interaction center.
Cost Savings in the Interaction Center
This report is overtly useful to enterprises using scripts in the interaction center, as footprint analysis can lead directly to reducing average talk time for an interaction center agent. Doing so results in measurable reduction in costs and increased agent efficiency.
Disabling Footprinting
Footprinting (the act of recording which panels in a script were visited and for how long) can provide useful script tuning data. However, it also consumes system resources. If an enterprise does not need to view individual responses or generate reports, then footprinting should be disabled at the script level to conserve system resources. Note that even if footprinting is not specifically enabled, but data collection is enabled at the script level, then footprinting data will be collected in order to maintain the integrity of data collected.
The reports take the respective parameters listed below.
| Report Type | Parameters Required to Run Report |
|---|---|
| Panel Footprint Summary Report | Script Name |
| Start Date | |
| End Date |