System Scripts
System Scripts are configured in Nuance’s historical reporting administration tool, Portal. These are configured by Nuance’s Script Writer or the client’s Administrator. They are categorized in the following best practice script tree categories, and can be customized to the needs of the program.
| Category | Type of script |
|---|---|
| Openers | Agent greetings, rapport builders, qualifying questions, out of scope, etc. |
| Product | Product description, features, advantages, benefits, etc. |
| Transitions | Common conversation etiquette: thank you, please, hold statements, acknowledgments, encouragements, etc. |
| Links | Specific web pages: FAQs, Contact Us, How To, Products, etc. |
| FAQs | Program FAQs. |
| Closers | Agent closing scripts, closing requirements, etc. |
System Script menus
There are two drop down menus in the System Scripts tab:
The first menu houses the different script trees (specific to a line of business), if there are more than one configured for the program. Each supported project will display the appropriate script tree by default.
The second menu houses the program's script categories. These are the categories that are outlined to easily find script topics.
Select a Script Category
Click the second drop-down menu. A list of categories will display. The cursor will highlight category in gray upon hover.
Tip: Use the up and down arrows to move to the next script group.
Click on the desired category. A blue check-mark will appear next to the selected category and script lines for that category will be displayed.
System Scripts layout
The blue bar content are headers.
Headers provide a quick summary to the agent of the type of script lines housed under the header. Each header can be collapsed to hide the script lines if the agent no longer needs the script.
Italicized and dithered script line(s) identify a ‘used’ script in the conversation.
If the agent hovers over the italicized & dithered script, the “Script is unavailable” message will appear. This prevents the agent from using the recently ‘used’ script line again, to avoid sounding “robotic” in the conversation.
All script lines in a white bar are scripts that have not been used in the engagement.
Note: The ‘used’ script line that is italicized are dithered, can be used again if necessary. However, the agent must send a different script line to “activate” the ‘used’ script line. This prevents the agent from accidentally sending the same script twice in a row.
