How to get agentId in action Open a new form to create a record macro action step
In the macros action step "Open a new form to create a record", we want to know about the slug/ parameter to get the agent Id who is current user Id. We need the agentId or userId to run query to retrieve fields from SystemUser entity.
I have tried using the session context varia...
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 "...
Agent Script - Run Java script
Can I run Java script using Agent scripts on Omni channel web.
Adding it to the backlog.
Cannot run at the moment but adding it to the back.
Have Macros Utilize Source/Original Work Item When Running, Instead of Using Current/Active Work Item
Hello,
Your Product team has recently confirmed a limitation when running macros:
"Whether we use the API to open the form and create/link record in both the backend and UI, it relies on the...
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)
Planned and targeted post april release
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?
...
Needs votes and valuable feedback, thank you
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").
Under Review, Need more votes to plan the feature. Need votes
Ability to Dynamically Change Business Process without Save/Refresh
Currently there is a way to change the business process for the user using the API Javascript https://learn.microsoft.com/en-us/power-apps/developer/model-driven-apps/clientapi/reference/formcontext-data-process/activeprocess/setactiveprocess. However, this requires the form to be saved and re...
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.
Administrator
We will continue to improve quick replies to allow agents to communicate faster instead of macros.