Agent Scripts Part 2 - Dynamic

Updated: September 6, 2024

In our previous article, Agent Scripts Part 1 - Simple, we covered how to create scripts and attach them to campaigns, queues, and the main account. Part 2 explains the more involved script type - Dynamic.

Dynamic Scripts

Dynamic scripts offer a more flexible scripting method with conditions and branch paths. It also visually simplifies the script on the agent's dashboard as conditions are met and/or buttons are clicked to view the following text.

Go to: Contact Center > Agent Scripts

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





Enter Script Name. Create a name for the new script and click Save.



After clicking save, the pop up window displays the first script segment that begins the script. This can be thought of as the introductory script. The same stylizing, coloration, and linking tools are available as with simple scripts.



Below the script body is the option to have contact fields visible within the script for the agent.

Click Add New Field, select a contact field, and click Save.



After the field has been added, the contact field has toggle (on/off) options. Enabling "Ready Only" prevents agents from changing the value. Enabling "Show Blank Value" ignores the current value and leaves it empty. These options are useful if agents are allowed to change or add values within the field.



Click Save to finish editing the script segment. This is what we have so far.



Add Button

On the lower right of the script segment click the green + icon to add a button or condition.

A button adds a "response" button to the script segment that opens another branch of scripting for the agent to follow. Click Select in the "Add Button" section, create a name for the button, and click Create. In this example, we'll continue with our property selling script and we'll be adding two buttons for two possible responses.





These are the branches it creates.



When the agent is a on call, these options will appear on the agent's side of the script.



Each of these buttons also have a green + icon that can be clicked to create corresponding scripts, creating multiple script/branch paths.



Add Condition

A condition adds a layer of standing for the contact in order for the agent the move forward with the right script. For example, if a condition of State=CA is set and met, the script editor then provides the ability to add a script based on the condition met.

Click Select in the "Add Condition" section, create a name for the condition, and click Save.





Script segments can then be created in response to the condition being met and so on. This is what we have so far.



The agent will then see the condition being met and the script paths on their dashboard.



Conclusion

Scripts are an essential tool when using call center software. Implementing a scripting tool that provides flexibility for managers and facilitates ease of use for agents is crucial. Whether looking for simple or dynamic scripts, managers will find these options beneficial for their operation. For any questions or assistance with this feature, please contact support.