Agent scripting tools — which can be found in the Script Studio — are configurable ‘events’ (like call recording start and end, script pages, and web services) used to give scripts a sequential structure. These tools contain elements and processes that can help guide agents through a call or chat.
You can configure each tool individually as you go along, and you can render (preview) your changes any time so you can see what works and what doesn’t without even saving first.
If you’ve built any IVRs in our IVR Studio
, this will all look pretty familiar. If this is new to you, don’t worry; we’ll fully explore the environment and the building of a basic script in the following articles.
Remember: Script Studio is essentially a drag-and-drop, connect-the-dots environment, and every script, no matter how simple or complex, will consist of a sequence of tools that you can drag into a sequence of your choice, beginning with the Start tool and ending with the End tool (or a similar terminal tool).
All tools are linked by a set of connections that both help to visualize the flow and tell the system where to go next once each step is completed.
We’ll get into more detail on the mechanics of tool-linking here
. At the end of this article, we’ll introduce you to your various agent scripting tools and their functionalities — you’ll also find links to more in-depth information on each individual tool there.