Agent scripts overview

What is an agent script?

An agent script is information presented to an agent that they can follow to lead the discussion with the customer. The script may involve text to read, questions to ask, and decision points where the agent is invited to select from a choice of options.

When an inbound or outbound call is connected or a webchat dialog is opened, the script that is associated with the queue and call/chat type may be displayed to the agent. During the call/chat, the agent completes any required information in the script as appropriate. Any choices selected by the agent are recorded in the CRM database.

Only the initial script page is displayed to the agent. If the script comprises multiple pages, links to the following pages are displayed.

Script Sections

Agent scripts are individually defined for each queue and per service number. The same script can be used in multiple queues. Scripts are created by combining one or more script sections. A section can be part of one or more agent scripts. You can also specify that a section requires the agent to confirm that they have performed the required action, such as entering the necessary information or reading specific text to the customer.

Roles & Profiles

Profiles are supported within companies. Each company administrator can assign an Agent Scripts profile to a user login to define which agent scripts that have been defined for the company the user can see. The Agent Scripts profile may permit the user to see all of the company’s agent scripts or only some of them.

Roles can also be assigned to user logins. Each role can have an Agent Scripts privilege associated with it that permits or prohibits access to the list of agent scripts used by Contact.