Omnichannel Bulk Upload Agent Scripts

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Posted on by abutler1986

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Good Morning,

Please can you let me know if there is a way of bulk importing agent scripts if so what is the process / template to do this?

Also, what level of config is needed if we pass a field as context to these scripts so that the most relevant script is loaded dependant on the profile of the agent?

Thanks,

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Hi abutler1986,

Unfortunately, there is no way to bulk import agent scripts.

As an administrator, you can set different default agent scripts for agents who handle different services, customers, or products.

With the agent script expression builder, you can define the conditions that define which script an agent is shown by default in Omnichannel for Customer Service.

Based on these conditions, when an agent accepts an incoming conversation, the agent script control selects a script from the different scripts that were made available for that particular session type and shows the script to the agent.

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/agent-scripts#set-the-default-agent-script-for-agents

As an administrator, you need to configure the condition by using the automation dictionary based on the evaluation of the condition. A script is set as default, and this script is displayed to the agent at runtime.

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/agent-scripts#use-the-automation-dictionary-to-pass-context-data-parameters

Regards,

Leah Ju

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abutler1986 677 on at

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Thanks for the response Leah much appreciated. I did find a way of importing them via the standard Import process which worked for scripts and script steps, just a case of including the right fields on the import, importantly the unique name which on the default view it does not show you this

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Hi abutler1986,

The Agent script and Agent script steps are two entities, so you can go Settings > Data management > Template for Data Import to download template.

Opening excel after downloading template for them, you can view 'unique name' column is included.

Note:

The import template will only show fields that are in the CRM Entity Form, not view, not all of the fields.

So, we know that to include the fields to the Import Template, you need to add them into the Form.

Regards,

Leah Ju

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Hi Partner,

Please click Yes under "Did this answer your question?" to close this thread if the answer is helpful.

Thanks.

Regards,

Leah Ju

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