Scripting

This feature allows you to customize and automate specific workflows for each tenant without affecting other tenants. Through configurable scripts, administrators can define actions, processes, and business rules tailored to the specific needs of each tenant.

This flexibility enables the creation of personalized experiences, improving operational efficiency and the adaptability of the application.

Access to the Scripts configuration is available from the menu located on the left side of the main Lynn interface screen.

The information displayed in the main view of the Scripting option is presented in a table format, showing the following details:

• Name: A unique identifier or descriptive title that allows the script to be quickly located and distinguished from others. Ideally, it should be short and representative of its function or purpose.
• Description: A detailed summary of what the script does. It includes key information about its objective, usage context, and the conditions under which it runs.
• Created by: Records the author of the script. This is crucial for identifying who originally developed it, making it easier to track responsibility in case of questions or updates.
• Edited by: Indicates who made the most recent modification to the script, providing clear traceability of the change history and a point of contact for information about recent adjustments.

Script Creation Guide

Once in the main view of the Scripting module:

1. Click the Add button located in the upper-right corner of the view.

   

   This will update the view to display the fields required for creating and customizing the script.

2. Fill in the required fields:

   

   • Name: String field for the script’s unique and descriptive identifier.
   • Description: String field to describe the purpose and functionality of the script.
   • Security: Checklist field to configure access levels and permissions.
   • Code: Area to enter the scripted logic.
   • Preview: Preview panel to validate the script’s behavior.

   At the bottom, there are four buttons:

   • Test: Executes the script to verify its functionality before saving. It will open in a new browser tab.
   • Variables and functions: Displays a list of available variables and functions that can be used in the script.
   • Create: Saves the script without closing the current view.
   • Create and close: Saves the script and returns to the main screen.

3. Once the script is configured and created, it will appear in the initial table. Tenant scripts will be listed as they are created, and actions such as Edit and Delete can be performed on them.

Available variables and functions for Kyubo scripting

Important

All variables and functions are case-sensitive.

Variable	Data type	Description
businessAttributes.[attributeName]	string	attributeName is the name of the session business attribute, all in lowercase.
actionId	integer	Kyubo transfer action ID.
AGENT
agentConnectedDate	string	Date when the agent connected to the session.
agentName	string	Agent name.
agentId	integer	Agent ID.
CHANNEL
channelId	string	Session channel ID.
channelName	string	Session channel name.
channelService	integer	Session service ID.
CLIENT
clientName	string	Client identifier within the session.
SESSION
tenant	integer	Tenant.
sessionId	string	Session ID.
criteria	string	Session creation criteria name.
criteriaValue	string	Session creation criteria value.
division	integer	Division.
isEMail	bool	Indicates whether this is an email session.
isSimulated	bool	Indicates whether this is a simulated session.
priority	integer	Session priority.
skillList	array<string>	List of skills required for the session.
tme	integer	Average waiting time for this session.
TEAMS INTEROP
isTeamsInterop	bool	Indicates whether this is a Teams integration session.
teamsInterop.dialingCallee	string	The callee to be dialed using Teams integration.
teamsInterop.recordId	string	Identifier of the associated dialer record.
teamsInterop.dialingType	integer	Dialing type used in Teams (1: external phone call, 2: room call, 3: CTE call, 4: join Teams meeting).
WORK GROUP
workGroup.id	string	Work group identifier.
workGroup.name	string	Work group name.
workGroup.agentsCountSnapShot	integer	Number of agents connected to the work group at the moment the call was answered.
workGroup.tmoSnapShot	double	Average handle time (AHT) of the work group at the moment the call was answered.
workGroup.timeZone	integer	Time zone configured for the tenant.
workGroup.avgWaitingTimeSnapShot	double	Average waiting time of the work group at the moment the call was answered.

Function	Description	Parameters
VARIABLE MANIPULATION
SetEntity(entityName, value)	Assigns a value to a specific entity.	entityName: string (Entity name) value: string (Value to store).
SESSION CONTROL
FinalizeSession(reason)	Closes the current session indicating the reason for closure.	reason: string (Closing reason)
HangUpAssociatedCall(reason)	Terminates the associated phone call.	reason: string (Closing reason, qualification)
Qualify(qualification)	Classifies the interaction with a closing label.	qualification: string (Qualification name).
TransferToGroup(group)	Sends the user to an agent queue by group.	group: string (Target group name).
TransferToSkill(skill)	Routes the user based on technical skills.	skill: string (Skill name).
COMMUNICATION
SendMessageToClient(message)	Sends a direct message to the client channel.	message: string (Text content).
AddEmailBody(message)	Inserts text into the body of an outgoing email.	message: string (Text or HTML fragment).
CONTACT MANIPULATION
CreateEmailContact(email)	Registers a new contact using an email address.	email: string (Unique email address).
CreateWhatsappContact(name, number)	Registers a contact for the messaging channel.	name: string (Name). number: string (Phone number).
CreateVoiceContact(name, number)	Registers a contact for the voice database.	name: string (Name). number: string (Phone number).
GetAssociatedContactInfo() *	Retrieves the contact data associated with the session.	No parameters
CreateAssociatedContactInfo() *	Registers the contact data associated with the session.	No parameters
PROACTIVE (OUTBOUND)
GetCampaignInfo(campaignId) *	Retrieves the configuration of a campaign.	campaignId: string (Campaign ID).
CreateProactiveRecord(campaignId, data, statusId)	Inserts a record into a campaign.	campaignId: string (Campaign ID).
UpdateProactiveRecord(campaignId, recordId, data, statusId) *	Updates an existing campaign record.	campaignId: string (Campaign ID). recordId: string (Campaign record ID). data: json statusId: string (Status ID).
GetProactiveRecord(campaignId, recordId, filters) *	Retrieves a specific campaign record.	campaignId: string (Campaign ID). recordId: string (Campaign record ID). filters: json
JAVASCRIPT (INTEGRATIONS)
$.ajax({settings})	Executes asynchronous HTTP requests.	url: string (Endpoint). type: string (GET, POST). success: function (Response handler).

Note

(*)These functions are in the development phase and will be included in future updates.