Symptom or Need

The client reports that when agents attempt to finalize and categorize a task, the Agent Script fails to load the configured categorization codes, or the dropdown list appears completely blank. Even though the code appears to have been created in the system, the agents are unable to view it.

Context / Scenarios

This scenario occurs when agent scripting is used in a campaign. Specifically, it happens when the call flow navigates through the decision tree and reaches a closing or classification node (for example, an option called "Presale").

Answer / Solution

Minimum information required

To properly diagnose the case, gather the following information:

1. The name of the affected campaign and script.
2. The specific typing code that is not being displayed.
3. The specific route or node within the script where the agent attempts to perform the typing (e.g., the "Presale" node).
4. Percentage of affected.

Initial Validations and Troubleshooting

Before determining a platform failure, perform the following configuration validations:

1. Database Validation: Confirms on the platform that the typing code indicated by the client actually exists and is created in the database.
2. Script Logic Review : Inspect the design of the decision tree and scripting nodes to understand the call path.
3. Node Properties Audit: Access the properties of the exact node where typing is expected and verify if the related code has the mapping and permissions enabled. In the Wolkvox architecture, each node or option must explicitly have the activity codes that the agent should see when it reaches that part of the flow allowed.
4. Provides technical assistance to the client, indicating the exact node within the Agent Script editor where the blocking occurs.
5. Request the client to enter the properties of the required node to activate or enable the coding permission for the missing code.
6. Navigation tests should be performed on the decision tree before releasing the script to the agents, ensuring that the sorting dropdown lists load as expected.
7. Validation and Closure: Once the changes have been applied and saved in the editor, the session must be refreshed. After this, confirm that the created code appears correctly and is available for selection.
8. Verify in the Diagram Backup section of the "Diagram backups" option that the modifications to the Coding component in the Agent Script have been sent to production.

Whenever the Agent Script is designed or modified, the administrator must ensure that the corresponding codes are explicitly mapped and enabled in the properties of each typing node.

The following image shows the configuration of the activity codes that should appear to the agents in the Agent Script, which must be activated.

Possible Causes

The root cause of this problem may not be a system failure, but rather an oversight in the permissions configuration within the Agent Script editor. It's possible that the properties of the node where the typing was located do not have encoding (or mapping) enabled for the created code.