Techskills

In this blog let us see how to create script and navigate the screens thru the scripting.

Access:

  You need to have IC manager  in your profile. This scripting is configuration only. You can customize this and do some coding. But for a plain vanilla you really no need to do that. See the following screen shot for the menu.

 

Use of the interactive script:

             Interactive script is used to navigate the screen in a particular way how business wants. If the call center agent needs to work on 10 screen and by asking questions he/she has to determine which screen he/she needs to go. Some time the agent can go to the wrong screen. By scripting we can navigate to the right screen with the answer provided by the customer.

In this post I am going to do a sample as follows.

           We are going to create a script with welcome script and go to a  Identification screen and go to good bye screen.

We need to do the following two steps.

step 1. Create all the dialoge that needed for the scripting.

step 2. Create the script and use the already created dialogue.

Step I. Create Dialogues.

  See the following screen in the script editor to create a dialogue.

 Click on the question and give a question ID and description on the bottom of the screen and enter a question. See the following screen shot.

once the question is entered now you need to add the button area for yes or no question on the script. see the following screen shot.

As soon as you click on the button you will see the following box apper(button box).  see the following screen shot.

Now let us add Yes and No button. Drag and Drop the button from the right hand side to this box. See the following screen.

Click save and your Dialogue is saved. Now create a good bye dialouge like the above one.

Create one more dialogue as above for good bye.

Let us create a new dialogue as

We are ready to create the dialogue.

Step II. Create script

Let us create the script and put the dialogue in an sequence.