Scripts window
The Scripts window includes the following script menus:
-
Agent Coach
-
System Scripts
-
Custom Scripts
These can be used for conversation management by an agent. System Scripts are developed by the program’s script writer or Administrator, while Custom scripts can be developed by each individual agent, if desired.
Note: Custom Scripts are enabled in the Workforce Management configuration under the Portal.
Tip: A best practice is to structure a Script Tree (main topic categories) to house script lines. This allows the agent to intuitively find script lines.