Call Scripts

Configuration > Tickets > Call Scripts

Configuration > Call Management > Call Scripts

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• Call Scripts

Details#

Field	Type	Description
Test Script	Button (Action Button Top Right)	This button will run you through your configured Call Script and produce the final summary of any information answered, along with a heading to describe the question asked.
Script Name	Free Text	This will be the name of the Call Script as it appears elsewhere in the system.
Notes	Free Text	The notes entered in this field will be used to describe the Call Script to others so they know what it is they're using.

Questions#

Field	Type	Description
Questions	Table	Enter in the list of questions for the support technician to ask over the phone.
Sequence	Integer	This value will dictate in which order the questions are asked during this script. A higher value will come further in the list.
Question Type	Single Select	This choice will open up different fields below with which you can configure the type of question being asked to the call receiver.
Question	Free Text	This field will appear as long as the question type is not "Show a Message". This will be the question that the Agent will be presented with as a prompt to ask the caller. This will be used as the answer header in the final transcript should a Summary not be set.
Summary	Free Text	This field will appear as long as "Show a Message" is not selected as the question type. This, if set, will be used as the answer header in the final transcript.
Input Type	Single Select	This will determine how the entry of this value is submitted via the Agent. In different cases, this could be a single select from a list of choices, or a text field that can have anything put in it.
Choices	List	Should "Make a Choice" be selected as the Question Type, this will be available to list the choices available. Each choice can be given a sequence, which will dictate it's position in the list. There will then be the Text displayed by that choice, and a selection for which question should be asked next, off the back of that selection (the script can also be terminated at this point).
Field to Update	Single Select	This will provide a list of fields to choose from which the answer to this question will be populated and attached to the ticket.
Next Question	Single Select	This will present a selection for which question should be asked next, after this question has been answered (the script can also be terminated at this point).