1. Symptom or Need

The user reports slow performance when using the Agentscript service. Symptoms include:

• Delay in loading the scripting interface for the agent.
• Slowness in the execution of specific steps within the flow.
• Difficulty encoding or ending interactions due to response time.

2. Context / Scenarios

• Affected service: Agentscript (Wolkvox).
• Environments: They can be presented in both the Web version and the Desktop version.
• Scope: A specific operation or the general availability of the scripting service may be affected. The ability to use the call encoder may also be affected.
• Components: Use of native flows, integrations with external web services or databases.

3. Answer / Solution

Initial validations: Confirm with the client:

• Name of the affected operation .
• Percentage of affected .
• Flow analysis: Validate with the client whether they use only scripting or also the Coding option.
• Environment testing: Validate whether the behavior persists when switching between the Desktop and Web versions.
• Blockage identification: Determines if the failure occurs at an exact point in the flow (a specific node or step), and precisely identifies the point where it occurs.
• Confirm whether the flow consumes web services or databases external to wolkvox.
• If it is detected that an external consumption is the cause, inform the client about the response times of their own service so that it can be optimized on their end.
• Check if the components used in the scripting are native to scripting or if any were copied from IVR or RP.
• It includes the verbose of the calls where the novelty is evident.
• Check with the client the feasibility of using the Encode option.
• Environment Isolation: If the slowness only occurs in the desktop version, recommend that the agent use the web version temporarily so as not to affect the operation.

Escalation:

The issue is escalated to the CORE team when initial validations confirm that the problem is not with the client's external network or flow configuration, but with the behavior of the scripting engine.

4. Possible Causes

• Latency in integrations: High response times in web services or external databases.
• Object incompatibility: Use of non-native scripting components (incorrectly imported from IVR/RP).
• Network/Permissions Issues: Restrictions on consumption permissions for external endpoints.
• Complex flows: Errors in a specific part of the flow that generate loops or delays in processing.

5. Practical Example

Scenario: A collection campaign reports that the script takes 10 seconds to display customer data.
Analysis: Upon reviewing the flow, it is detected that the "Database Query" component points to an external server with high load.
Result: It is validated that the response time of the external web service exceeds 5 seconds, causing the perception of slowness in Wolkvox.

6. Considerations

It is important to avoid using IVR components in scripting; always rebuild the component from Agentscript's native tools.