Awaken Scripting User Guide

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Once logged in, agent users (those with no permissions to access any other part of the application) will be directed automatically to the Desktop.
Many of the Desktop features can be configured, including setting additional tabs that allow access to other browser-based applications or websites (subject to the constraints of the environment within which they are run). Additional tabs can be set to be displayed to all users, members of specific groups, or specific users.
If a Social Media integration is configured, the Social Dashboard can also be displayed as a Desktop Tab.
Campaign names (if created and live) will appear. Campaigns can be launched either from an interaction (for example, a telephone call) or by an agent manually clicking onto a campaign name.
The Desktop also includes the Communication Toolbar and Outstanding Tasks.

Communication Provider

1. Communication Provider
Before a communication provider can be selected from from the drop down list, the corresponding CT Provider licence needs to be present and the provider configured in the Admin module. Depending on the setup, once the Desktop is launched an agent may be prompted to enter login information (the details required will vary depending on the provider used):
When the login button is clicked, an informational Toast appears in the top-right corner of the screen:

Campaign Search

2. Campaign Search
Search for a campaign by name.

Campaign List

Display a list of all live (both inbound and outbound) campaigns.


4. Activities
The activities drop down menu allows agents to move easily between Workflows (for example, if they are working with an email Workflow and a call triggers another Workflow, the Activities button allows them to move back to the original Workflow when required). These activities are only live whilst in the Desktop, if the agent leaves or refreshes this screen all activities are cleared.

Workflow Information

5. Workflow Information
The Workflow Information window is a troubleshooting tool allowing users to view Workflow details (for example, the Workflow and campaign name, the unique session ID created for each Workflow run, etc). This also allows users to specify variables or controls to view/populate when running a Workflow. This button is disabled until a Workflow is running and only appears to users that have the Designer licence enabled. See the Workflow Information section for more information.

Outstanding Tasks

6. Outstanding Tasks
Outstanding tasks displays notifications to the user. These notifications include due reschedules, pending transfers, and any "in-use" records.
In-use record notifications occur if an error has occurred and a record has not been dispositioned correctly. The user can re-launch the record (this will create another history entry for the record). When using any scenarios that may cause a Workflow to be abandoned (for example, having an inbound to outbound scenario, transferring a Workflow to another user, etc) it is important to ensure these are correctly managed and dispositioned so as not to create any in-use notifications here (for example, by applying code to automatically complete the original record).
If opening the list of due reschedules, then the list of available records are potentially shared with other users. As such, entries that are claimed by other users while inside the outstanding tasks menu will be greyed out, and a Refresh button is offered to allow getting an updated list.

Desktop Tab Navigation

7. Desktop Tab Navigation
If any Desktop Tab URLs have been set, then the Desktop Tab Navigation buttons will be visible. The default display is the Campaign List, and the agent can navigate between this and the set URLs by clicking on the navigation buttons. The campaign list can be configured (for example, hidden from view), and additional pages created to display URLs (additional pages can be set to be viewed by all agents, groups or individual users). These settings can all be customised in the Desktop, Groups, or Users modules within the Admin category, .

Agent Messaging

8. Agent Messaging
Allows messages to be sent to specific agents, groups or everyone. Notifications appear in the bottom right corner of the screen, along with a message summary.

User Settings / Logout

9. User Settings / Logout
Change settings for the logged in user, including password, default CT Provider (if being used) and language defaults. Users can also logout here.
If the user logs out, they will automatically be logged out in any other tabs, browsers, or computers that they are connected to the current Scripting instance in.