Configuring agent scripts

Administrators can create agent scrips which present information to agents to help lead the discussion with the customer. Scripts can be available via the agent’s interface when handling calls or webchats.

Agent scripts are created by combining one or multiple script sections. If no script sections have been created you will be unable to create an agent script.

Note: To learn how to create a script section please see Configuring Script Sections.

Create an Agent Script #

1. Click Agent Assets > Agent Scripts 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. Select the required Script Sections
   • A script may contain one or more sections.
6. Click Add
7. The agent script will be created

Note: To use an agent script, assign it to the appropriate call/chat queue. An agent script must be associated with a queue before it can be used by agents assigned to that queue.

Edit an Agent Script #

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

Delete an Agent Script #

Deleting a script will just delete the script and not the sections that had been added.

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

Note: To learn more about agent scripts please see Agent scripts overview.

Definitions #

• Name: The name of the agent script.
• Description: A brief description of the agent script.
• Script Section: The content of the agent script.