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New Features Coming for Agent Scripts

  • 1.  New Features Coming for Agent Scripts

    GENESYS
    Posted 11-16-2022 11:56
    Edited by Chad McCormick 11-16-2022 18:03
    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

      Top 25 Contributor
      Posted 11-16-2022 12:44
      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 11-16-2022 13:21
      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 11-17-2022 01:45
      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 11-17-2022 10:06
      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 11-21-2022 11:04
      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
      ------------------------------



    • 7.  RE: New Features Coming for Agent Scripts

      Posted 01-23-2023 15:38
      Any update to the availability of "Refresh Input Variables"? The Resource Center just notes it's coming soon.

      ------------------------------
      Tim Arnold
      Alegeus Technologies
      ------------------------------



    • 8.  RE: New Features Coming for Agent Scripts

      Posted 04-20-2023 07:18

      Hi @Chad McCormick , Sorry to hijack the conversation. Are agent scripts only meant for queue calls and not for direct calls to agents? If so, if there a plan to roll this functionality out to direct calls to agents? 

      Thanks in advance
      Dhana



      ------------------------------
      Dhanalakshmi Vasudevan
      Global Speech Networks Pty Ltd (Australia)
      ------------------------------



    • 9.  RE: New Features Coming for Agent Scripts

      Posted 04-20-2023 10:02

      Dhanalakshmi,

      You can "kind of" do this now, but it takes some creative thinking!

      1. Create a Data Table, keyed on a DNIS and put all of the DID's into it, along with the corresponding users.
      2. Create a queue of type "Preferred Agent" and put all of the users into it.
      3. Create the script and (optionally) assign it as default to the queue.
      4. Create an inbound flow that looks the DNIS up in the table and then routes the call to the queue with the relevant user as the preferred agent. If you haven't specified the script in the queue, define it here.
      5. Configure routing to send all the DNIS's to the flow.

      For extra credit...

      6. Add logic to the inbound flow to determine if the user is there and, if not, send directly to VM
      7. Add an in-queue flow that plays in-queue music for a slightly shorter time than the Preferred agent time-out and then sends the call to the user's VM (this prevents it ever "rolling" to other users.
      The only real  downside is that the user has to be on-queue to receive calls.

      OR (and I haven't tested this, but it may be worth a shot...)

      Instead of having a queue, have the flow define the script (with Pop Script) and then send directly to the user. That MIGHT cause the script to display and would avoid the restrictions above.

      HTH



      ------------------------------
      Paul Simpson
      Eventus Solutions Group
      ------------------------------



    • 10.  RE: New Features Coming for Agent Scripts

      Posted 04-20-2023 19:29

      Hi Paul, Thanks for your response. 

      I have tried the second option you proposed but that didn't work. Hence my assumption that the scripts are only meant for ACD interactions. 

      Instead of having a queue, have the flow define the script (with Pop Script) and then send directly to the user. That MIGHT cause the script to display and would avoid the restrictions above.

      We also thought about the option 1, but dropped as it might have implications to reporting. As this customer is migrating from Engage to Genesys Cloud and in engage this is being done as a direct call to agent vs in GC to be done via a queue. 

      Thanks & Regards
      Dhana



      ------------------------------
      Dhanalakshmi Vasudevan
      Global Speech Networks Pty Ltd (Australia)
      ------------------------------



    • 11.  RE: New Features Coming for Agent Scripts

      Posted 04-21-2023 15:15

      No problem!

      Actually, if you want to be able to run reports, you may well have to go with Option #1 anyway....



      ------------------------------
      Paul Simpson
      Eventus Solutions Group
      ------------------------------



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