Previewing an Agent Script

The following describes how to view the contents of a Contact Centre script. This allows you to read information that would be provided to an Agent reading the script, and to try filling out any fields that the Agent would be required to complete.

Previewing is an effective method of ensuring the contents of the script are accurate and easy to understand.

See also: Managing the Contents of 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 Preview Script. This opens the Preview 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.

Further Reading