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Configuring agent script sections

Administrators can create agent scripts which present information to agents to help lead the discussion with the customer. A script is made up of different sections that link together to form an agent script. Sections can be created and used in multiple agent scripts.

Sections that can be included within scripts:

  • Text Field: A line of text to be entered or read
  • Content: A content text editor
  • Text Area: A block of text to be entered or read
  • Number: A number(s) to be entered or read
  • Checkbox: An optional checkbox to indicate the required action has taken place
  • Select boxes: Select one or more options in a checkbox style format
  • Select: Select an option from a dropdown list
  • Radio: Buttons to indicate a selection
Note: An agent script section must be associated with an agent script before it can be presented to agents. For more information please see Configuring agent scripts.

Create a script section

  1. Click Agent Assets > Agent Scripts Sections in the menu bar
  2. Click Add
  3. Enter a mandatory name (up to 100 characters)
    • The name must be unique within your company.
  4. Enter a brief description (up to 250 characters) if required
  5. Add the relevant script components (see below)
  6. Click Add
  7. The agent script will be created

Add script components

  1. Create or open the relevant agent script
  2. Drag the required component into the form components area
  3. Enter a mandatory label for the component
  4. If required enter placeholder text to help guide agents such as an example of the required input or brief instructions
  5. Configure the additional parameters as required
  6. Click Save
Note: For Select Boxes and Radio you must also configure the values which can be found by selecting the data tab when adding a form component.

Edit a script section

  1. Click Agent Assets > Agent Scripts Sections in the menu bar
  2. Select the relevant script section
  3. Update the name and description as required
  4. Reconfigure the script components as required
  5. Click Save Changes
  6. The script will be updated

Delete a script section

  1. Click Agent Assets > Agent Scripts Sections in the menu bar
  2. Select the relevant script section
  3. Click Delete
  4. Click Yes to confirm
  5. The script section will be deleted

Definitions

  • Name: The name of the agent script section.
  • Description: A brief description of the agent script section.
  • Form components: The components that are included in the agent script section.