Agent Scripts

A Script is a pre-defined series of questions and statements to be read out or filled in by Agents while on calls. Some aspects of a script may require the Agent to ask the caller questions, but some can be filled out independently by the Agent before, during, or after the call, including:

  • Post-call outcomes.

  • Notes on call completion.

For a script to be accessible to Agents, it will need to be associated with one or more configurations.

  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.

Further Reading