Use scripts
Feature deprecation: horizontal script panel. For more information, see Removal of the horizontal script panel.
Prerequisites
- Scripter > Published Script > View permission
The following permission is required for agents to use scripts that use outbound variables:
- Outbound > Contact > View
To display scripts for digital interactions and workitems, click Scripts .
Notes: The following information applies to voice interactions:
- Scripts automatically appear in the Interaction panel.
- Scripts can appear either before or after an interaction has connected. The moment a script appears depends on the dialing mode set for the campaign and whether the interaction is inbound or outbound.
Scripts guide you through an interaction or through working on a workitem. They can be simple or complex, and can consist of one or multiple pages. Scripts can show you the following:
- Information about a contact, like name or address.
- Prompts to read, like a greeting or purpose of the call.
- Instructions to follow, like when to transfer a call or which wrap up code to set.
- Buttons to click to confirm an action or go to another script page.
- Fields to type information in, like customer responses.
- Lists of choices to select from.
- An area to schedule a callback.
- Instructions for working on a workitem.
Note: To change the size of the Scripts panel, at the upper right, click Tool Settings . You can choose from four sizes
To use a script, read it and follow the instructions given in the script or by your manager.
