Overview of Agent Scripts

Agent scripts add powerful functionality to workspaces and workflows, leading staff members through a series of pages to help them enter information in a logical progression.

Script pages can contain most fields and controls available to workspaces, with the exception of relationship items. They can also include questions and branching logic, similar to guides, so you can create wizards to guide staff members to different pages based on the information entered or actions taken on a previous page. Combining branching logic with page layout capabilities, agent scripting provides your staff with a methodical, efficient interface for capturing information and resolving issues.

For example, you could create a script to help your agents identify new customers and prompt for contact information before entering incident information. The script could also include questions to determine what product the customer is calling about and branching logic to guide agents to a page containing troubleshooting information and database fields for capturing information pertinent to that product.

To further extend the efficiency provided by scripts, you can add script rules. Like workspace rules, script rules are triggered by events and conditions to perform actions on script pages, such as setting the value of a field or calling a named event.

After you create a script, it can be inserted into one or more workspaces using the Script workspace control (see Add a Script Control to the Design Space) or presented as a standalone component of a desktop workflow using the Script workflow element (see Edit Script Attributes).

Many functions used to design scripts are also used to design workspaces. To understand how agent scripts can best be implemented in your agent desktop, you should also become familiar with workspaces, workspace rules, guides, and workflows. For a summary of these features, see Overview of the Dynamic Agent Desktop.