Creating agent scripts

Last Updated : Sep 28, 2022 |

About this task

For the agent-based campaigns, agents can use agent scripts for questionnaires or for gathering and updating customer information. A POM Administrator can create these scripts with the embedded HTML script editor and assign it to campaigns. If a script is located on a different server, outside the POM environment, then you can register the script as a URL on the POM server. Also, you can register a fail-over URL for the primary URL.

You can create two types of agent scripts; Native and URL.

  • For Native type:

    You can reuse the script by saving the script with a different name and customizing the script. You can also import or export a Native agent script. For creating or editing a Native type of agent script, you must work with the built-in editor. This editor allows you to create your script and also has the functionality to add POM specific attributes such as FirstName, LastName, Phone 1.

  • For URL type:

    You must specify the primary URL where the script belongs. If the primary URL does not function, you can also provide a fail-over URL.

Procedure

  1. In the navigation pane, click Proactive Outreach > Manager.
  2. On the Agents menu, click Agent Scripts.
  3. On the Agent Scripts page, click Add.
  4. In the Select Agent Script Type field, click one of the following:

    • URL

    • Native

  5. In the Name field, type a name of the agent script.
  6. Click Continue.
  7. Create a script for the agent if you select the agent script type as Native. For more information about working with the editor, see Working with the editor for adding or editing Native type agent scripts.
  8. In the Primary URL field, type the url of the primary server.
  9. In the Fail-over URL field, type the url of the back-up server.
  10. To check if the primary URL and the fail-over URL are functioning, click Verify.
  11. Optional Select the Encode URl check box to send the encoded url to the agent desktop.

    Use this step only if in the agent script type is configured as URL.

  12. Click Save.