Agent scripts in Customer Service Workspace - Dynamics 365

Agent scripts are available within the Productivity pane in the Customer Service workspace and Omnichannel for the Customer Service app.

Agent scripts contain a series of steps that will guide the agents while working, helping them to be more efficient.

To define Agent Scripts – navigate to Customer Service Admin > Agent Experience > Productivity > Agent Scripts (Manage)

Create a new Agent script record, and specify steps for the same by creating a new agent script step record.

We can define 3 different types of Action – Text, Macro, and Script.

I am choosing the action type as a macro; prior to selecting a macro, it is necessary to create macros.

To define macros – navigate to Customer Service Admin > Agent Experiance > Productivity > Macros (Manage)

Click on New Macros, and create automation actions.

Let’s select Productivity Automation, then Start Macro Execution.

We now have the trigger defined, let’s add a new step.

At this point, we get to choose an action.

In this macro, the attempt is to open a new phone call form and populate the regarding direction, and subject fields.

The screenshot below showcases the complete set of macro actions for a phone call.

Get the current tab

This action gets the details of the current tab in Omnichannel for Customer Service. The action retrieves the Tab ID that could be used in the Refresh tab and Focus tab actions.

Refresh the session context

This action refreshes the session context in the Customer Service workspace for entity sessions. For example, if you launch an entity session for a case record, the session context variables will be defined when the session starts. However, if you update the case title, the session context will not be updated. Therefore, macros will use the cached information. You can add the Refresh the session context step after starting the macro run to use the latest information.

Open a new form to create a record

This action opens a new form to create phone calls.

Listed below are the macros. Now we need to add each of these macros to an agent script step, then apply the steps to the agent script.

Now we need to add each of these macros to an agent script step, then apply the steps to the agent script.

We will also create a new step of typing “Text” to remind the agent to say thanks to the customer.

We have defined 3 script steps for the agent script as shown below.

Next, we need to associate the Agent Script with the Session template.

To define macros – navigate to Customer Service Admin > Agent Experience > Workspaces> Session template(Manage).

Here I am trying to create a new session and add the associate Agent Script with the Session template.

We can see the script populated there for the agent on the case record opened.

After clicking on the 'Create Phone Call' agent script, a new phone call will open with predefined values.

Clicking each step, each action is performed.