In two places, myContactCenter runs code that you write yourself — both times in C#:
| Agent script | Code in flows | |
|---|---|---|
| Purpose | react to events in the Agent, for example open the customer screen of your CRM as soon as a call is connected | calculate and decide in the course of a conversation |
| Where it runs | in the Agent on every workstation | in the Routing Service |
| Where you write it | server configuration, Script tab | in the flow designer: Script code node, Functions and the Expression of a Branch |
| Permission | Script configuration | Routing configuration |
| License | Agent: Execute agent side scripts, per agent | none |
For complete templates and use cases, see Agent script examples.
Both times, you write in the same code editor: with syntax highlighting, suggestions as you type and error markers even before you save.
For scripts, you should know C# well. Whatever a script does, it does without asking — for every agent or in every conversation that passes through the flow. So try out changes on a test system first.
The agent script
How to write a script that reacts to events in the Agent on every workstation — structure, requirements, distribution, execution, troubleshooting and an example.
Product data in agent scripts
Scalar fields of product data structures for conversations, agents, participants, skills, languages, activities, additional data, chat and recordings in agent scripts.
Agent script examples
Complete C# examples for customer records, time-dependent logout and activity, qualification queries and status lights in V10.
Events and commands
All events an agent script can react to, the commands and properties it can use, the most important data of a conversation and the namespaces of the types.
Code in flows
How to calculate and decide with C# in flows — the Script code node, functions and the expression of a branch — what the code sees, how the flow designer checks it and what happens when errors occur during operation.
The code editor
How the code editor for the agent script and flows works — highlighting, suggestions as you type, error markers and the rules it checks for the agent script.