Engage Voice | Script tagging overview
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Script Designer
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Script Studio
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The Page tool and its elements
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Tagging data in scripts
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The WWW tool
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The JavaScript tool
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The Branch tool
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The Data Builder tool
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The Recording tool
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The Mapping tool
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Agent scripting knowledge base
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Agent scripting use cases: The basics
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Agent scripting use cases: Advanced
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References
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Phone books
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Email templates
Sometimes you might want to display dynamic contextual data based on caller/callee information in your script. For example, you might want a lead’s first and last name to show up in the script so your agent knows who to ask for on the call. Or maybe you want to create a custom tag that points to the data of your choice for reference throughout your script.
In agent scripting, we call the placeholders you can create for this contextual data ‘tags.’ Tags can be accessed and created via tools and elements, and can be referenced either via custom JavaScript or anywhere you see the {{add a tag}} setting.
Please note that you’ll always see the Available Data - Tagging modal window appear when you click the {{add a tag}} setting. This window consists of three tabs containing the three different data types used for tagging — Lead, Call, and Model (we’ll go over these next), as well as a search bar at upper right that you can use to quickly find a tag if you know its name.
Let’s go over the types of data you can use in tagging, then we’ll talk about how you can insert this type of contextual data into a script.
Data types used for tagging
Tags are typically injected into a script via elements, although they can also be inserted via JavaScript wherever that option is available in the Script Studio. There are three different types of tags: lead-related tags, call- and chat-related tags, and model, or custom, tags that are automatically generated from data points you can create yourself.
Lead-based tags
Lead-related tags are tags that populate based on known/mapped lead information. This information can come from fields in lead lists you’ve uploaded, as well as any external sites/databases/apps you’ve mapped custom lead fields to. The standard fields available for tagging include the following:
Lead ID, Lead Phone, External ID, Title, First Name, Last Name, Suffix, Email Address, Address 1, Address 2, City, State, Zip, Gate Keeper, Aux Phone, Aux Data 1, Aux Data 2, Aux Data 3, Aux Data 4, Aux Data 5
Call- and chat-based tags
Call- and chat-related tags come from data that is available during a phone call or chat. These data points include the following:
UII, ANI, DNIS, Dispositions, Baggage, Agent External ID, Agent First Name, Agent Last Name, Agent Email, Agent Username, Agent Type, Campaign Name, Campaign ID, Queue Name, Queue ID
Custom (model) tags
Model, or custom, tags are the tags that reference your custom script data. These tags can take on any form you choose, and can reference a variety of options and their unique values.
When you add a new element to your script, like a Checkboxes or Table element, that element will, by default, generate a custom tag that you can report on and/or refer to later in the script. Please note that only elements that allow for some type of data-capturing (whether via a clicked selection or a text/character input) can generate model tags by default.
Say you add a Radio Buttons element to your script that offers three options — yes, no, and maybe — and you name that element ‘Choices.’ You’ll immediately be able to use that ‘Choices’ element (or any of its results) anywhere else you like within the script by referring to the tag that is automatically created once you give your Radio Buttons element a Field Name.
Please note that when you access Available Data - Tagging settings, the generated custom tag that appears in the list takes its name from whatever you enter into the Input Label field. The element type is listed beside this, and to the far right you’ll see the name you entered into the Field Name setting.
Radio Buttons name and label fields (top image) as reflected in a tagging modal window later in the script (bottom image)
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