1. Symptom or Need

You will experience slow performance when trying to use the Agentscript service. Specifically, you may encounter the following issues:

• 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).

Components: Use of native flows, integrations with external web services or databases.

This behavior can occur in both the Web and Desktop versions and can affect a specific campaign or the entire operation, impacting agent productivity and the correct coding of calls.

3. Answer / Solution

Before escalating the case to the help desk, we recommend performing the following technical checks to expedite the resolution:

Initial validations :

• Name of the affected operation .
• Percentage of affected .
• Environment test: If you are using the Desktop version, try accessing it through the Web version. If the slowness disappears, the problem may be related to the local resources of the affected computer.
• Block identification: Validates whether the slowness occurs throughout the script or in a specific step of the flow, and identifies the point where it occurs.
• Review of external services: If your workflow consumes web services or databases external to Wolkvox , verify the response times and permissions of those services with your IT team. If they are slow to respond, the script may run slowly.
• Coding Usage: As a temporary alternative to avoid stopping operations, check if agents can perform the management through the standard Coding option.
• Flow components: Ensure that the script components are native and have not been copied from other modules (such as IVR or RP), as this can cause processing errors.
• To submit the report to the service desk, please include the information (ID, date) and evidence of the calls where the issue occurred.

If the problem persists, escalate it to the service desk.

4. Possible Causes

• Latency in integrations: High response times in web services or external databases.
• Object incompatibility: Use of non-native components in the scripting design (incorrectly imported from IVR/RP).
• Network Restrictions: The Firewall might be limiting the requests needed for the flow.
• Complex flows: Errors in a specific part of the flow that generate loops or delays in processing.
• Local saturation: Lack of RAM or resources on the agent's computer.

5. Considerations

Network Note: Make sure your firewall allows the necessary outgoing/incoming requests for the external resources integrated into the script.

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