Using Script
Script enables companies to define each step of the call interaction flow and clearly presents the relevant data to the agent. Scripts guide agents through dialogs with customers, while managing contacts, controlling interactions, and updating databases.
1. Creating a Script
1. Drag and Drop the “Script” from Module Explorer to the Grid.
2. Enter the details(Name, Script URL, ScriptType, IsActive) in the selected area shown above. 3. Click on “Save” button to save the Script.
2. Editing a Script
1. The selected area mentioned above shows you the existing Scripts. (Green dot – Indicates Active Script and Red dot indicates Inactive Script 2. Click on the “Edit” button of the Script you want to edit.
3. Edit the details and click on “Save” button.
3. Deleting a Script
1. The selected area mentioned above shows you the existing Scripts. (Green dot – Indicates Active Script and Red dot indicates Inactive Script 2. Click on the “Delete” button of the Script you want to delete. 3. It will ask for the confirmation to delete. 4. Click on “Yes” to delete.
Using Script Designer
Script Designer contains the functionality to develop comprehensive service or campaign scripts that effectively handle the outbound interactions and provide agents with the appropriate information.
1. Drag and Drop the “Script Designer” from Module Explorer to the Grid.
2. Select the Script
3. Create the Question(s) for the selected Script
Enter the No. of Options (if any) and then click on Answer. Else move to the step (4).
4. Click on “Save” button.