7

Action in Macro to send messages

In marcos (and therefore agent scripts) I would like to be able to add actions that send messages to customers. (On whatever channel is being used.) This would save the agents having to type messages. Just one example would be ... after a case is created for the macro to send a message saying "...

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Category: Macros and Agent Scripts (6)

STATUS DETAILS
Declined
Ideas Administrator

We will continue to improve quick replies to allow agents to communicate faster instead of macros. 

3

Agent Script - Run Java script

Can I run Java script using Agent scripts on Omni channel web.
Adding it to the backlog.

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Category: Macros and Agent Scripts (6)

STATUS DETAILS
Needs Votes
Ideas Administrator

Cannot run at the moment but adding it to the back.

 

 

2

How to lower the system wait time for the System to consider that an Agent is offline?

According to the official documentation, "the system waits 2.5 minutes, after which the agent is considered inactive and is marked as offline when the agent performs any of the following actions".


Is it possible to customize this time, e.g., wait 1min instead of 2.5min?

...

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Category: Macros and Agent Scripts (6)

STATUS DETAILS
Needs Votes
Ideas Administrator

Needs votes and valuable feedback, thank you

2

Track agent script usage

Need a way to track the usage of agent script:

1) Need information including: country, supervisor, agent, week, day, time, usage number,

2) Assign agent script with more than one language (currently can only assign one language to the agent)




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Category: Macros and Agent Scripts (6)

STATUS DETAILS
Planned
2024 Release Wave 2
Ideas Administrator

Planned and targeted post april release

2

Agent Script - Text Type- evaluate expression

Can expression be evaluated on Text type agent script as shown below. Expression({CaseType}=="CreditCard" ? "Credit Card related info" : "Other Info").

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Category: Macros and Agent Scripts (6)

STATUS DETAILS
Needs Votes
Ideas Administrator

Under Review, Need more votes to plan the feature. Need votes

1

Agent Script for Manual session

How can I configure Agent script for Manual session? Scenario: We would like to migrate from USD app to Omni channel web and customers are served by desk phone. There is no channel integration on Omni.

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Category: Macros and Agent Scripts (6)

STATUS DETAILS
Declined
Ideas Administrator
declined