Engage Voice | Use case #1: Creating a simple script
Dan Clay owns a propane and propane accessories company in Arlen, Texas. Occasionally, he has customers call in to give feedback about the products they’ve bought from his store or the service they received while shopping. He decides to dedicate two full-time agents to manage these inbound calls.
In order to keep track of his calls for reporting and analysis purposes, Dan decides to add a disposition to the end of each call — a way to keep track of the outcome of the call and any notes the agent may have taken while on the call.
Goals
Manage inbound customer feedback calls and track call outcomes and agent notes via an end-of-call disposition.
Plan
To achieve his goals, Dan will take the following steps:
1. Create a script for agents that includes the following:
a. Some greeting text
b. A way to collect the caller’s first and last name
c. A way to collect the feedback the caller has about their experience
d. Some farewell text
e. A way to disposition the call
2. Assign the completed script to an inbound queue
Lessons
1. Creating and configuring a script
2. Starting a script
3. Connecting and configuring tools
4. Configuring text blocks
5. Configuring input fields
6. Adding and configuring a disposition
7. Ending a script
8. Rendering and saving a script
9. Assigning a script to a queue
Recommended reading
Actions
1. In Script Studio, drag Page 1 onto the canvas
2. Connect Page 1 to the Start tool
3. Configure Page 1 contents:
a. Add a Text Block element to the page to provide a greeting
i. Enter some greeting text
b. Add an Input (Text) element to the page to collect first names
c. Copy and Edit previous Input (Text) element to collect last names
d. Add a Text Area element to the page to collect customer feedback
i. Enter some help text for the agent as needed
e. Add a Text Block element to provide some farewell text for the agent
i. Enter some farewell text
f. Add a Dispositions element
i. Provide basic agent disposition options
4. Close the script by connecting the Page tool to the End tool
5. Render the script to view your results
6. Save script
7. Assign to an inbound queue
Getting started: creating and configuring a script
The first thing Dan will need to do is to create a script for his agents. This script will prompt and guide agents during phone calls, and it will provide agents with a way to record important information collected during these calls.
To create this script, we’ll begin by navigating to Agent Tools > Script Designer via the left-hand navigation bar. In the Script Designer groups page, create a script group and add a new script to that group.
Select the script to enter its configuration settings. Use the Configuration option to configure your script as desired, then save your changes. Next, click the Script Studio tab in the configuration panel to begin building out your script.
First steps: adding and configuring a script Page
Once in Script Studio, click and drag a Page tool from the toolbar onto the canvas and connect it to the Start tool, then adjust the position of your tools on the canvas as needed.
Now let’s add some information to that script page. Click into the Page tool’s configuration settings and enter a name for your page in the Tool Name field (remember not to use spaces or special characters except underscores). Then click the Add Element dropdown menu to select an element for your script.
Since an agent will be reading this as a call comes in, it might be helpful to include a greeting for the customer, especially if you prefer your agents to give a special or standardized greeting. Let’s select a Text Block element from the dropdown menu so we can insert a bit of greeting text.
Creating a greeting: adding and configuring a Text Box element
Enter the Text Box element’s configuration settings and type a greeting into the Content text box provided.
Click Done when you’re ready to return to the Page Configuration pane. You may notice some of your text is cut off or missing in the element box; if this is the case, just remember that you can resize the element in order to accommodate all the text you have entered.
Collecting the caller’s first name: adding and configuring Input elements
Now let’s give the agent a way to input the caller’s name. For this task, we’ll use two input fields — one for the caller’s first name, and the other for their last name. Choose the Input element from the Add Element dropdown list and click into its configuration settings.
Choose a Field Name for your input. In this case, we want to collect the caller’s first name, so let’s name this field ‘firstname.’ Remember — this field will be used for reporting purposes, so do not begin the name with a number and do not include any spaces or special characters.
Now, enter the name you wish to display above the element (for the agent to see) in the Input Label field below that. Let’s call this one ‘First Name’ to make it easy for the agent.
If you wish to supply some help text (e.g., ‘Can I please have your first name?’) as a prompt for the agent, enter that into the Help Text field below that.
Now take a look at the Type setting and make sure that the Text option is selected. Dan would like to document each customer’s name when they call, so to ensure that the agent doesn’t skip this step, let’s toggle on the Required Field setting at bottom left. Then click Done to return to the Page Configuration pane.
Collecting the caller’s last name: duplicating and configuring an element
Now, let’s collect the caller’s last name. You’ll use the same Input element as the first name, but instead of repeating all the steps you took earlier, you can simply duplicate the previous element and make a change or two to fit your last name collection needs.
Once you’ve entered the element’s configuration settings, give it a Field Name (in this case, let’s follow the previous convention and call it ‘lastname’). Then, edit the Input Label name (let’s change it to ‘Last Name’ and remove the ‘copy’ text that the system added at the end) and edit the help text as needed.
Everything else can stay the same here, so you can return to the Page Configuration screen.
Now, Dan wants to create a space where agents can take down any feedback the customer has to share about their experience. A great way to collect this information is via a Text Area element. All the information agents capture here will be available for viewing via admin reporting tools.
Collecting customer feedback: adding and configuring a Text Area element
Go back to the Add Element dropdown and choose a Text Area element from the list. Click into its configuration settings and choose a unique Field Name, Input Label (let’s call this element ‘Feedback Text’), and some Help Text, if desired.
Since the main purpose of this script is to acquire feedback from customers, let’s make this a required setting by toggling on the Required Field setting, then return to the Page Configuration pane and check out your changes.
Adding farewell text: adding and configuring a Text Block element
By now, you’ve learned how to add and configure a Text Block element — and you’ve also learned how to duplicate any element and its configuration settings. Choose either method to add a Text Block and enter some farewell text to guide the agent through closing the call.
Tracking call outcomes and additional agent notes: adding and configuring a Dispositions element
Now let’s set up some agent dispositions. Remember, this is a way to easily track call outcomes and agent notes via reporting. Dispositions are often placed at the end of a script because agents generally won’t know the outcome of the call until the call is over or almost over.
In this case, agent dispositions can be used to help Dan’s agents choose an outcome from a supplied list of possible options (‘Success’ or ‘Failure,’ for example). Agents can also use this element to add any additional notes on the call (such as the type of feedback they received) via a provided text box.
Before we get into adding and configuring a Dispositions element, we’ll first ensure that a disposition is already set up on your inbound queue. (Don’t forget to save your progress on this script before we move on!)
Now, open a new tab and navigate to Routing > Queues. Find and select the queue you’re going to be assigning this script to, then click on the Dispositions tab in the configuration panel. If you don’t already have any agent dispositions prepared here for use in your script, you can create and configure them now.
Now you can head back to your in-progress script page and select the Dispositions element from the dropdown menu.
Use the Dispositions element’s configuration window to choose an Input Label, then fill in the Help Text field below that if desired. Save your changes and return to the Page Configuration pane, where you can make any final adjustments to your script elements.
Rendering your script
Click Render to get an idea of what your script will look like in the agent interface. The rendered script is somewhat dynamic — you’ll be able to click between pages, enter information into fields, make selections, etc.
Remember that, whenever possible, you should try to view your script on the same type of screen used by your agents. That way, you can make the appropriate changes and avoid confusion and lost/incorrect data.
Just bear in mind that if you have elements that are meant to populate dynamic data in your script (like the dispositions we just looked at in Routing, for example), the Render function will not display that dynamic data.
If you wish to view your script exactly as an agent will see it on a call, you can set up a test queue and a test agent login via the admin interface. Assign your script to the test queue, then log in to the agent interface as the test agent. Use your own phone to dial into the queue you’ve assigned the script to, and watch the script appear with its dynamic data once you’ve answered your own call.
Closing a script: connecting the End tool
Remember that while you don’t have to connect the End tool to the end of your script in order for your script to work — and end — properly, the End tool remains an official signifier to the system that your script is over.
If you do choose to connect the End tool to your script, please note that the agent will be able to see all the custom data generated by the script as an HTML string when they reach the end of a call. If you wish to hide that data from them, keep the End tool disconnected from the rest of the sequence.
Now that the script is completed, let’s assign it to a queue.
Assigning a script to a queue
Navigate back to Script Designer via the sliding tray under Agent Tools and select the script you’d like to assign to a queue. In the script configuration page, select Queue Assignments from the configuration panel. Use the search bar at upper right to locate the queue you’d like to assign this script to, or select Show All to browse through the list of available queues.
Now, select the name of the queue (under the Name column), and the system will take you to a new tab in your current browser window. Here you’ll find yourself in that queue’s configuration settings. This is where you’ll assign your script to this queue.
Scroll down to the section titled Agent Settings and click the Integrated Script dropdown at far right. Scroll to find your script, click on it, save your changes (don’t forget that part, it’s a crucial step!), and then close the queue Configuration tab and return to the script Queue Assignments screen you were just on.
You should see the inbound queue you selected in the table below with a checked box beside its name.
And that’s it! Dan now has an active script assigned to his inbound queue that agents can use to collect customer feedback.
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