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35Hello,
We are exploring the limitations of the Agent Script control in Customer Service Workspace. Our primary requirement is that the Agent Script must be capable of being manipulated programmatically, particularly to advance the scripting control to a new script in response to outside events.
For example, during a Phone Call session, we initially load a generic script. The script instructs the agent to select a Phone Call type on the Phone Call form. When the Type field on the Phone Call form changes, a form-level event is raised. In response to this event, the Agent Script control advances to a new script, which is specific to the selected Phone Call Type.
Unfortunately, there appears to be no documented or supported way to control the Agent Script from a Dynamics form. Does the Productivity Pane or Agent Script control have any API or SDK that we can use to meet this requirement?
Here are some additional expectations for Agent Script development:
- The ability for a form-level event to trigger, click, or complete a script step
- The ability for a form-level event to expand or collapse a script step
- The ability for a script step to trigger a form-level function or event
Does Agent Script support any of these programmatic functions?
Thank you,
Scott
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