Note: This is a basic guide to scripting, not an exhaustive reference. Background knowledge of scripts' underlying tables and fields is necessary. Additional training should be sought if required.
A script, guiding an agent through an inbound or outbound call, consists of a series of forms containing prompts for questions to ask the contact. It provides check boxes or radio buttons to record answers. A script incorporates decision points to cope with all permutations of answers, branching to different forms depending on the contact's answers.
To build a script, first create a data dictionary, which creates a table that stores data generated when the script is run. Then create the script.
What do you want to do?
To create a data dictionary:
Select the Scripts option from the Customer Contact Management menu
The Scripts menu is displayed.
Select the Dictionaries option
The Dictionaries editor is displayed.
Use the Dictionaries editor to amend the dictionary's contents
A table, for storing data subsequently generated by the script, is created.
To create a script:
Select the Scripts option from the Customer Contact Management menu
The Scripts menu is displayed.
Select the Editor option
The Script editor is displayed.
Use the Script editor to enter or amend a script
Tip: You should make scripts flexible enough to cover all eventualities in the course of a telephone call.
The script refers to the table, generated by the dictionary, for data retrieval and storage.
Note: As the script is run during calls, data is accumulated. That data is stored in a table and is available to the Ad-hoc and report generator tools.
This menu is displayed when you select Scripts from the Customer Contact Management menu. It enables you to build scripts guiding agents through calls, inbound and outbound.
Dictionaries: Edit the specification of data accessed by a script during a call
Tables: Displays a Table Generator form containing a grid listing the repository for data recorded by the script during a call. Its definition is stored in the dictionary.
Tip: Double-click a line on the Table Generator form's grid to display the Table Properties form, containing file space and record details.
Editor: Amend calls scripts
PUSH BUTTONS:
Adding a field to a script entry form's text
Assigning content to a user-defined button parameter
