Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  New Features Coming for Agent Scripts

    GENESYS
    Posted 9 days ago
    Edited by Chad McCormick 9 days ago
    Hello everyone, we'd like to announce some detail on some new features coming to Agent Scripting:

      • "Requires Value" now supports variables in addition to Yes/No

      • Provides Regex (regular expressions) functionality inside dynamic variables to validate strings and numbers

      • Password input options - show password, show asterisks, show asterisks with ability to show password

      • Provide a new action, "Refresh Input Variables", which will update the value of all input variables from a conversation

      • New dynamic variable date functions:

        • formatDate: (date: number, formatString?: string) => string

        • formatDuration: (duration: number) => string

        • dateToMilliseconds: (date: string) => number

        • durationToMilliseconds: (duration: string) => number

      • New advanced script variables available:

        • Interaction Type

        • Interaction State

        • Agent Call Duration

        • Customer Call Duration

      • New capability to import a script and override an existing script with the new data

      Additional information will be provided in the Resource Center when the features become Generally Available (expected ETA Dec 22)
      #Omni-ChannelDesktop/UserInterface
      #Outbound
      #Unsure/Other

      ------------------------------
      Chad McCormick
      Product Management
      Genesys Cloud
      ------------------------------


    • 2.  RE: New Features Coming for Agent Scripts

      Posted 9 days ago
      Great stuff Chad - especially the REGEX in variables and the standardized formatting.  Will you have beta of these features?


      ------------------------------
      Robert Wakefield-Carl
      Avtex Solutions, LLC
      Contact Center Innovation Architect
      https://www.Avtex.com
      https://RobertWC.Blogspot.com
      ------------------------------



    • 3.  RE: New Features Coming for Agent Scripts

      GENESYS
      Posted 9 days ago
      Glad to hear.  We hadn't planned on it since GA is right around the corner.  However, I'll discuss with our development lead after he returns from leave on Dec 5th.

      ------------------------------
      Chad McCormick
      Genesys - Employees
      SR PM
      AZ
      ------------------------------



    • 4.  RE: New Features Coming for Agent Scripts

      Posted 9 days ago
      Thanks Chad for the heads-up.

      Secretly a little excited for the Import functionality to override an existing script! Will make backups and deployments easier :)

      As a side question - any updates on being able to make scripts appear on every ACD interaction (including internal calls from a Genesys Cloud user to a queue)?

      ------------------------------
      Jeff
      ------------------------------



    • 5.  RE: New Features Coming for Agent Scripts

      Posted 9 days ago
      Hi Chad,

      Question on the advanced Script Variables.. Don't we already have all of these values? When I look at my scripter, I see all 4 values that you mentioned. Is something about this changing?


      Would love some clarification on this!

      Thanks,
      Peter

      ------------------------------
      Peter Stoltenberg
      Avtex Solutions, LLC
      ------------------------------



    • 6.  RE: New Features Coming for Agent Scripts

      GENESYS
      Posted 5 days ago
      Hi Peter,

      Here's some info from our development team that should address your question:

      The "advanced" script variables are different versions of the existing scripter variables.  The existing ones are localized (interaction type, interaction state) or formatted (call duration, start times), meant for human readability.

      The new ones would be unlocalized and unformatted versions that are more suitable for custom actions and dynamic variables.

      Thank you for the question, we are considering a change to the naming so it's less confusing 

      Also to note, we may be adding a couple items to the list of new variables...

      Interaction Type - A non-localized string such as "call" or "callback" or "email".  

      Interaction State - A non-localized string such as "connected" or "disconnected"

      Agent Start Time - the agent's connected time, a number in milliseconds since the "unix epoch" (January 1, 1970)

      Customer Start Time - the customer's connected time, a number in milliseconds since the "unix epoch" (January 1, 1970)

      Agent Call Duration - the agent's call duration, a number in milliseconds

      Customer Call Duration - the customer's call duration, a number in milliseconds



      ------------------------------
      Chad McCormick
      Genesys - Employees
      SR PM
      AZ
      ------------------------------