Agent Scripts Driven by Java Script / Conditional Formatting

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Posted on by abutler1986

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Hi All,

I am looking into a way of dynamically changing what script is shown to the agent based on a field generated by a piece of Java script.

We have a plugin which is a softphone panel which takes incoming calls and below is a breakdown scenario. Do you think this is possible if so how?

Call is accepted via the softphone panel - reason for calling (subject) is taken captured via Java
Script to be shown based on the subject taken from Java
Agent marks off scripts and minimizes agent script panel and finishes up call and hangs up
New call is incoming and accepted, new subject is captured via Java
Panel is expanded showing new agent script based on new subject

Thanks,

Andrew

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