Agent Scripts Part 1 - Simple

Updated: September 5, 2024

Agents scripts are a contact feature that allows managers to create pre-written scripts that agents can read and follow when on a call. Scripts are a great way to ensure agents communicate well, remain compliant, and increase sales with a boost of confidence. A great script can be the key ingredient that takes your business to the next level.

Scripts can be added to campaigns, queues, and to the main account. This helps agents read the right script based on the occasion without having to manually switch between scripts. For example, if an agent is on a regular inbound call, they can read the main account script. If a queue call comes in, the agents can read the script for that particular queue.

In this article series we cover two types of scripts: simple and dynamic. Simple scripts are straightforward, single text block scripts that allow for text to be inserted on a single page. Dynamic scripts provide a higher level of granularity based on conditions, branch paths led by answers, and other dynamic elements that guide the script.

Simple Scripts

Go to: Contact Center > Agent Scripts

Click Create New Agent Script to and select Simple Script to begin.

Name. Create a name for the scripts.

Script. Write the script text in the body.

Add Macro. Macros allow for the insertion of contact data into the script. For example, by selecting the First Name macro, it adds {first_name} to the script, but the agent will see "John" on their agent dashboard when on a call. Simply select a macro from the drop down menu and click Add Macro to insert.

Like most word processing applications, there are basic stylizing, coloration, and linking tools available.



Click Save to finish.

If a simple script is all that's required, they can be attached to a campaign, queue, or the account.

Add to campaigns by going to: Contact Center > Campaigns > Settings > Agent Options section > Agent Script.

Add to queues by going to: Contact Center > Queues > Settings > Connected to Agent section > Agent Script.

 
Add to the account by going to: Account > Settings > Agent Dashboard Default Settings section > Agent Script.

Next Article: Agent Scripts Part 2 - Dynamic