Adding a Script Item

The following describes how to add a new statement, question, or other component to a script.

Implementation

1. Access the list of scripts for the intended Customer .
   How do I view a list of Agent scripts for a specific Customer?

   1. Access the resources page for the intended Customer.

      How do I access resources for a specific Customer?

      1. Access the details page for the intended Customer.

         How do I access the details of a specific 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.

      2. Select the Customer Resources tab.

   2. 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.
4. Scroll to the bottom of the list.
5. Select the type of item to add using the drop-down provided.
6. Click Add New Item.
7. Configure the new item according to the chosen type.
8. When you have finished, click the Save Changes button at the bottom of the page.