Configuring an Agent Script

The following describes how to access and modify the settings applied to a script.

Implementation

  1. Access the list of scripts for the intended Customer .

    1. Access the resources page for the intended Customer.

      1. Access the details page for the intended Customer.

        1. Type the Customer’s name into the search field at the top of any page.
        2. Click the intended Customer in the search results. This opens the Customer Details page.
      1. Select the Customer Resources tab.
    1. Click the Call Centre Scripts hyperlink.
  2. Locate the intended script.
  3. Click Settings. This opens the Script Settings tab for the chosen script.

    You can switch to a different script by selecting its name in the drop-down at the top of this tab and pressing Update. Be sure to save any outstanding changes before you do this.

  4. Make all necessary changes.
    SettingDescription
    Jump to other scripts

    If enabled, this chargeable setting allows buttons to be added to scripts. When clicked, these buttons will redirect the Agent to another script, letting you create a series of modular, specialised scripts to handle a variety of scenarios.

    For this to work, you'll need to also choose a price list to determine how billing for this feature is calculated.

    Enabling any of the options in this section will cause a standard action (such as ending the Agent’s wrap time, or activating the credit card widget) or a custom action (based on a widget ID, command name, and value) to trigger each time an instance of this script is saved by an Agent.

    If End Wrap Time is ticked, the Agent’s wrap time is deliberately high (e.g. 9999) and the Ready for Call button has been removed from their configuration, the only way for the Agent to conclude a call’s wrap time is to submit the required script at the end of that call.

  5. When you have finished, click the Save Changes button at the bottom of the page.

Further Reading