Managing the Contents of a Script

Every Contact Centre script contains a list of items, each representing a statement or question for an Agent to read out—with or without input from the caller—as part of their call workflow.

The following list contains several examples of what can be included in a script:

  • Statement to be read out, with no response required.
  • Text Box requiring the Agent to type a text response, such as the Customer’s name.
  • Multiple Choice Question with pre-set answers, such as a drop-down list or a set of radio buttons.
  • Check Box for simple yes/no questions and similar.
  • Button used to navigate to another, related script if the circumstances call for it. This item type is only available if the Jump to Other Scripts option is enabled in the script's settings.

You can access the contents of a script as follows:

  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 Edit Items. This opens the Script Items tab for the chosen script, letting you add, modify, re-order, and delete items as needed.

    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.

Further Reading