Working with the editor for adding or editing Native type agent scripts

Last Updated : Sep 15, 2022 |

Use this page to add or edit a Native type of agent script using the editor. This is a built-in editor where you can use general editing functionality of an editor in addition to POM specific attributes.

Agent script editor has the provision to add HTML form elements, embed images, tables, hyperlinks and text formatting features.

User can leverage on the power and convenience of jQuery, which are linked with the Native Agent Script.

On the Agent Desktop, attributes that are tagged as marked, are displayed as *****. Attributes that are tagged as Read-only are unavailable in Agent Script Editor’s update attribute and update Multi-Attribute plug-ins.

Procedure

  1. Click to insert the system defined POM attributes in the script. For example, First Name.
  2. Click to update the system defined POM attribute. For example, Phone Number 1.
    1. Select the contact attribute from the drop-down list.
    2. Select the UI type from the drop-down list.

      • If you select the UI type as Text, then the system displays a text field where you can enter and update the value.

      • If you select the UI type as Text Area, then the system displays a text box where you can enter and update the value.

      • If you select the UI type as Select, then the system displays drop-down list where you can select the value.

    3. Specify the button label to display to the agent using the Update Button Label field.
  3. Click to update multiple POM attributes at one time. For example, First Name, Salary, Address.
    1. Select the contact attribute from the multiple select box.
    2. Click the right arrow key to view the selected contact attribute and the left arrow key to clear the attribute.
    3. In the Element Properties, specify the label to display to the agent.

      • If you select the UI type as Text, then the system displays a text field where you can enter and update the value.

      • If you select the UI type as Text Area, then the system displays a text box where you can enter and update the value.

      • If you select the UI type as Select, then the system displays drop-down list where you can select the value.

    4. Specify the Button Name to display to the agent.
  4. Click to update agent attributes. The values you update are at the agent level.
    Important:

    You must define the agent attributes first in order to use them in the agent script.

    1. Select the agent attribute to update using the drop down list.
    2. Select a UI type to display on the screen. You can have the following UI types:

      • Button for Add operation: Use to display the Add button on the screen.

      • Button for Subtract operation: Use to display the Subtract button on the screen.

      • Button for Assign operation: Use to display the Assign button on the screen.

      • Make the input mandatory: Use to add validation and make the input mandatory.

      For more information about updating the agent attribute and using the different UI types, see the Examples section.

  5. Click to update the campaign attributes. The values you update are at the campaign level.
    Important:

    You must define the campaign attributes first to use them in the agent script.

    1. Select the campaign attribute to update using the drop down list.
    2. Select a UI type to display on the screen. You can have the following UI types:

      • Button for Add operation: Use to display the Add button on the screen.

      • Button for Subtract operation: Use to display the Subtract button on the screen.

      • Button for Assign operation: Use to display the Assign button on the screen.

      • Make the input mandatory: Use to add validation and make the input mandatory.

      For more information about updating the campaign attribute and using the different UI types, see the Examples section.

  6. Click Save.
    Note:

    You can edit the form elements such as Text Area, Text Field, Radio button, Check box, and Selection field. However, POM does not support editing the properties of the form.

Example

Update agent attribute

For example, if you are running a collection type of campaign and to ensure how many agents collected how much amount, you can update the currency attribute. You can add the Add, Subtract, Assign buttons on the screen and also confirm that you always enter the currency attribute and never leave blank. The agents can then use the operation buttons on the screen and add values as the campaign runs. The Add button appends the value entered to the existing value. If the existing value is 50, and the agent types 50 and clicks Add, the system adds 50 to the existing value. The Subtract button also works in the same way. The Assign button overrides the existing value. If the agent types in 60 and clicks Assign, the system overrides the existing value and replaces the existing value with 60.

Update campaign attribute

For example, if you are running a collection type of campaign and want to ensure how many much amount is collected at the end of the campaign, you can update the currency attribute. You can add the Add, Subtract, Assign buttons on the screen and also confirm that you always enter the currency attribute and never leave blank. The agents can then use the operation buttons on the screen and add values as the campaign runs. The Add button appends the value entered to the existing value. If the existing value is 50, and the agent types 50 and clicks Add, the system adds 50 to the existing value. The Subtract button also works in the same way. The Assign button overrides the existing value. If the agent types in 60 and clicks Assign, the system overrides the existing value and replaces the existing value with 60.