In this section …

• Agent Scripts
  • Account
  • Agreement
  • Appointment
  • Case
  • Chat
  • Contact
  • Contact Verification
  • Email
  • Lead
  • Opportunity
  • Phone call
  • Quote
  • Task
• UII Options

Agent Scripts

Agent scripts are a useful construct to help give a guides process to operators in contact centres. The USD Accelerator comes with several default agent scripts that should help to demonstrate their capabilities. Although I have found that some contact centres follow very strict scripts, it those cases you should expect to need to tailor these scripts, think of them as a template to get you started!

The following sections describe the detail for each of the default agent scripts;

Account

The account agent script contains several options which allow the agent to interact with accounts. Including;

• Create Case
• Create Opportunity
• Update notes
• Send Email (Only becomes enabled if the accounts email field contains data, aka emailaddress1)
• Create Callback (Opens second agent script allowing the agent to select the required time.)
• Create a work order

Which agent scripts who will depend on other options, for example “Create a work order” will not show unless Field Service is enabled.

As with many of the agent scripts it is assumed each organisation will tailor the script text to fit with their requirements.

Agreement

The agent script for agreements only applied if you have enabled Field Service and enabled the use of agreements.

It is actually expected that maintaining agreements in the contact centre will be unlikely! Typically we might expect this to be a back office task. But for completeness navigation and agent scripting capabilities have been added.

If the option to show the regarding entity of the agreement is enabled that this agent script will not show. (ShowAgreementRegarding), as then the service account connected with the agreement will also load and its agent script will display.

This agent script has been included for completeness as a template if required, it has no options.

Appointment

With appointments it is typically expected that they will be regarding an account, contact or lead. Meaning the agent script for one of these would be required. However it is possible that an appointment has been assigned to another entity or you have selected not to load the appointment regarding entity when an appointment session starts. To allow for these circumstances an appointment agent script has been created. However, this agent script is simply a blank template;

Case

A case agent script exists to help with the resolution of incidents. Options include;

• Search for a solution – this option will trigger a google search, bing search and / or knowledge base search. (Dependant on which options you have enabled.)
• Update notes
• Send an email
• Create Callback (Opens second agent script allowing the agent to select the required time.)

Chat

If a web chat is started (using CaféX’s Live Assist) then a chat agent script will be presented. This is commonly only shown at the start of chat interactions with anonymous visitors. As once a contact, account, case or opportunity is loaded their corresponding agent scripts will replace this one.

This agent script contains two example answers, which could be changed as required;

• Welcome customer – sends a standard chat message to welcome the customer
• Thank customer – message that could be sent on closing the web chat conversation.

Contact

The contact agent script allows your agents to interact with contacts, with the following options;

• Create case
• Create opportunity
• Enter missing contact details – Will only enable if email, business phone or mobile phone are blank
• Update notes
• Send Email
• Create Callback (Opens second agent script allowing the agent to select the required time.)
• 

Contact Verification

In many contact centres it will be important to verify the agent is speaking to the correct person. Depending on the contact centre type this can be a simple task or can be a very formal process. Banks, for example, would rightly have a very ridged approach to verification. Whilst other companies would simply need to confirm the customers key details like name, address and date of birth.

You can enable contact verification in The USD Accelerator. The example verification script included is a very simple one. (I wouldn’t expect it to be fit for purpose in a bank, insurance company etc! But it works for demos and may be sufficient in less regulated organisations.)

To enable contact verification the option “VerifyContactScript” must be set to “Y”.

The agent is expected to select each option to confirm the customer’s details. Once completed the agent script will move forward to the normal contact agent script.

Email

With email it is typically expected that they will be regarding an account, contact or lead. Meaning the agent script for one of these would be required. However it is possible that an email has been assigned to another entity or you have selected not to load the email regarding entity when an email session starts. To allow for these circumstances an email agent script has been created. However, this agent script is simply a blank template;

Lead

Leads have an agent script that contains the following options;

• Update notes
• Send Email – will only enable if an email address is entered on the lead
• Create phonecall

Note: If you qualify a lead then the resulting opportunity will be loaded and the agent script will move forward to the opportunity agent script.

Opportunity

The opportunity agent script contains the following options;

• Update notes

Phone call

Often phone calls will be regarding contacts, accounts or leads in these cases commonly the agent script relating to those entities will be displayed. It is possible to have an incoming phone call that is yet to be set regarding a suitable entity. When this happens a phone call agent script maybe displayed.

Quote

If the global option “ShowQuoteRegarding” is set to “Y” then you are unlikely to see the quote agent script, as quotes will always be regarding an account or contact. When those regarding entities are loaded the appropriate agent script will be loaded. However a blank agent script for quotes is included for completeness, should you disable the option to show the quotes regarding entity.

Note:
The show regarding logic on the quote will load both the opportunity and customer associated with the quote.

Task

As with other activities tasks will commonly be regarding accounts, contacts or leads. If you have the “ShowTaskRegarding” option set to “Y”, when regarding one of these entities then the agent script for that entity will be loaded. It is possible that you haven’t enabled the logic to show the tasks regarding entity or maybe you have a task regarding another entity. To allow for these circumstances a blank agent script for tasks has been included.

UII Options

As with many things in The USD Accelerator agent scripts can be enabled / disabled. If you don’t want to use agent scripts simply set the “UseAgentScripts” option to “N”.

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