Overview

The Scripts module allows you to create campaign-specific scripts which:

  • dictate what the Agent says to the Contact

  • determine what customer data is displayed to the Agent

  • determine what data is gathered from the Contact.

The campaign script dictates what the agent says to the contact, what data is collected, and what information is displayed on the screen in front of the agent.

Where to find the Scripts module

  1. Open the Workspace.

  2. Select Scripts from the Campaigns menu.

  3. Select the Campaign you would like to add a Script to

When a new campaign is created, a default first page called "Introduction" is created on the left. All other pages contained in the campaign script are listed below the default page. Click on a page name to see a preview of that page, and you will see three buttons in the top right corner:

  • Click Delete to remove the page. You will be prompted to confirm the deletion process.

  • Click Edit Script to open the Page Editor dialog.

  • Click Actions to open the Page Actions List where you can add a link from one page in the script to another.

There are four other Buttons across the top:

  • New Page which adds a new page to the script

  • Templates to use a Script template

  • Production Publish when you have completed the script creation process and wish to commit the new script to the selected campaign.

  • Click Preview Publish to do a walkthrough of your script before publishing it to the campaign.


1. Page Editor

This feature allows you to build the pages for your campaign script.

  1. Select the Campaign you would like to edit the Script for

  2. Select the page you would like to edit

  3. Press the Edit Script button

  4. Select Layout from the Layout Sections on the left

  5. Drag and drop the fields required from the Standard Fields section on the left

  6. Press save when completed

Each page is constructed one object at a time vertically from the top to the bottom of the page unless you have applied a multi-columnar layout section.

Each object can be dragged and dropped to rearrange the sequence of objects on the page at any time.

These icons are available in the header of the Page Editor.

Icon

Description

Preview
Click this icon to open a preview of the page you are editing.

Save
Click this icon to open the Save Current Page dialog, in which you can perform two actions:

Save Current Page - Click this button to save a new version of the script page.
You will be able later to roll back the page design to this version, if required, using the Revert feature 

Save Template - Click this button to add the script page to the display of Page Templates.
You can later use this template as the basis for a new script page using the Templates feature 

Script Page Width
Click this icon to open the Page Width Options dialog.

  1. Use the slider to alter the page width.

  2. Click Update to save your changes.

Edit
Click this icon to open the Edit Page Information dialog.

  1. Enter a new title.

  2. Enter a new description.

  3. Click Update to save your changes.

Revert
Click this icon to open a list of previous versions of the page.

  1. Select a version to revert to.

  2. Click Update to save your changes.

Template
Click this icon to open a display of available Page Templates.

  1. Select a template to use for this page.

  2. Click Apply.

Objects Menu

The following objects are available in the menu at the left of the Page Editor.

  1. Click on a menu item to place that object onto the page.

  2. Click the Change Settings icon which becomes available when you hover over the object on the page

Script Object

How you can use it

Layout Sections
Use these Layout Sections to design the layout of the objects on the script page.
When placed on the script page, these layout sections can be moved up or down on the page, or removed, using the controls located at the top right of each section.

One Column
This object inserts a new section with one column.

Two Equal Columns
This object inserts a new section with two columns. You can manually alter the column sizes by dragging on the gutter between them.

Three Equal Columns
This object inserts a new section with three columns. You can manually alter the column sizes by dragging on the gutter between them.

Standard Fields

Plain Text
Displays one line of text to communicate with the agent.

Example

Use the Plain Text object to provide instructions to your agents about what to say, or do, next in the script.

Single Line Input
This object allows one line of text to be entered by the agent.

Example

Use the Single Line Input object to provide a field into which your agent can enter a small amount of information they receive from the contact, and which is to be stored in a campaign Activity Field in the database. For example, an alternative telephone number or a membership number.

Multi-line Input
This object allows many lines of text to be entered by the agent based on information supplied by the contact.

Example

Use the Multi-line Input object to provide a field into which your agent can enter a quantity of information they receive from the contact, and which is to be stored in a campaign Activity Field in the database. For example a brief description of an issue or events that initiated the call.

Check Box
A check box object the agent can tick to save a value into the database. e.g. Contact owns home? Yes/No.

Example

There are two ways a checkbox can be used in the script.

  1. There is an on/off or yes/no question, where a checked box indicates one answer and unchecked indicates the other. For example, "Is the contact a smoker?" "Do they own their home?" "Are they a club member?"

  2. There is a grouped set of options and one or more options or none can be true. For example, "Which of the following insurance types does the contact have?" and each of: Car, Home, Contents, Life, and Travel has a checkbox.

Radio Button
The agent can use radio buttons to save a mutually exclusive value into the database.

Example

Radio buttons allow the agent to select just one answer from the many options grouped together.

For example, "What is the contact's gender?" with a radio button next to each of: Female, Male, Other.

Password
Text box which captures sensitive input from the agent but obscures that data to prevent accidental exposure to colleagues.

List Box
This object displays a list of options from which the agent will select one or more which are saved into the database.

Example

A list forces the agent to select one or more answers from the list. It eliminates freestyle answers and simplifies reporting on the campaign activities. The agent can use the keyboard control or shift keys to select multiple answers.

For example, "What is the reason for the call?" with the following answers supplied: Account Related, Product Related, Cancellation, Renewal, New Sale, Other.

Drop Down
This object is a drop down list box from which the agent selects one option which is saved into the database.

Example

A Drop Down forces the agent to select one answer from the list. It eliminates freestyle answers and simplifies reporting on the campaign activities.

For example, "What is the age grouping of the contact?" with the following answers supplied: Less than 18 years, 19 to 29 years, 30 to 39 years, 40 to 49 years, More than 50 years.

Date Picker
This is a calendar object that allows the agent to select a date which is saved into the database.

Image
This uploads an image onto the script page.

HTML Text
This displays HTML edited text.

It also includes additionally functionality that enables the ability to embed custom scripts (see below for more information) and HTML Forms, Stylesheets that achieve specific functionality.

  • Fetching customer data from an external API

  • Add field validation

  • Add field masks

Horizontal Line
Places a dividing line in the script to assist with page organisation.

iFrame
Link to a website that appears as part of the script. The frame's height and width are adjustable.

Custom Fields

Address
This object provides 3 address lines plus suburb, state, postcode, and country entry fields.

Product Search
No longer in use

Send Email
This will bring up an email screen for the agent, whereby they can send an email to the customer.

URL Control
This allows the agent to connect to an external website from the script. See Script URL Control (see Advanced Scripting section below) for several scenarios describing this control.

Value and style settings must be set for each object the following table describes the Value Settings

Value setting

What you should do

Label

The label describes the function of the object to the agent.

Field

This function is not currently in use.

System Variable

Choose a system variable to add to the Object Label, if appropriate.
See System Variables for a description of all the available options.

Default Value

If an object accepts text entry by the agent, you can set a default value here.

Required

Do you require the object to have a value? If so, the agent cannot leave this page of the script until a value has been entered or selected.

Validation

Do you need the input data to be validated? If so, select from the following methods:

Method

Validation performed

Datechecks that a valid date has been entered. (MM/DD/YYYY where MM is 01-12 and DD is 01-31)Decimal/Integerchecks that integer numbers have been entered. (1, 1.1, 1.2, 1.3...2, 3... are acceptable; 1.a and 21.34.5 are not)Emailchecks that the email address has no spaces, includes the '@' symbol, has one full stop in the address, and uses alphanumerics. (aaa@bbb.ccc)Credit Cardchecks that the card number passes the Luhn validity test.URLchecks that the URL has the format (http://www.aaa.bbb/ or https://www.aaa.bbb/)Digits Onlychecks that only numbers have been used (0-9)

Description

The description expands on the Label to assist the agent to understand the function of the object.

Input Field

Choose a field from the campaign data fields to be displayed on the script.

Output Field

Choose an Activity Data Field into which any captured data will be written. Alternatively select the same campaign data field as you used for input, in which case the value that the agent enters will overwrite the displayed field value.

Custom Processing URL

Enter the address and parameters for the custom processing.
See Advanced Scripting sections below for more information

On Exit/On Entry

Select whether the custom processing or validation is performed when the agent clicks in or tabs to the field (On Entry) or when they click on or tab to another field (On Exit).

Phone Value Format

This feature is available for URL Control and iFrame script objects.
See Number Formatting for more information.

Style setting

What you should do

Font

Select the font to be used for this object.

Style

Enable Bold, Italic, and Underline as required.

Size

Select the Font Size for the label.

Text Colour

Set the Text colour individually for the Label, Value, and Description.

Text Background

Set the Text Background colour individually for the Label, Value, and Description.

Input Field Width

The default width for the Value Display is 150px.

Label Width

The default width for the Object Label is 200px.


2. Add a New Page

This feature allows you to add a new page to the campaign script.

When making changes to multi-page scripts, each page will need to be Production Published

Where to find this feature

  1. Open the Workspace.

  2. Select Scripts from the Campaigns menu.

  3. If required, select the campaign to be updated from the drop-down selection list.

  4. Click New Page to open the Add New Page dialog.

  5. Enter the new page parameters as described in the following table.

  6. Click Save to close the dialog.

Field

What you should do

Title

Add a meaningful title, one that helps you to identify the page's role and place in the script.

Description

Expand on the title to document what function the page preforms in the script.

Select a template

Nominate a blank page or select from one of the templates you have previously created based on existing pages.


3. Templates

This feature allows you to view or delete an existing script page template.

Where can this feature be found

  1. Open the Workspace.

  2. Select Scripts from the Campaigns menu.

  3. Click Templates to open the Page Templates dialog.

Each template that you have previously created from a script page is displayed here.

The creation timestamp is displayed for each template in this display.

To delete a template, click Delete. You are prompted to confirm the deletion process.


4. Production Publish

This feature allows publishes your script pages which makes them available to your Agents.

Where can this feature be found

  1. Open the Workspace.

  2. Select Scripts from the Campaigns menu.

  3. Click Publish to open the Production Publish dialog.


5. Preview Publish

This feature allows you to preview your script pages and the actions that link them, and necessary adjustments before you commit to publishing the script.

Where can this feature be found?

  1. Open the Workspace.

  2. Select Scripts from the Campaigns menu.

  3. Click Preview Publish to open the Publish Preview dialog.

The first page is presented to you and you can interact with the objects it contains and use the Next menu to navigate through each branch of the script to the last page(s).


6. Actions

Each individual script page has its own actions list, which represents the navigation options the agent has on each page to move through the flow of the script pages.

A list of actions associated with the selected script page is displayed in the following columns:

Column

Contents

Sequence Number

The sequence number for the action.

Title

The name of the action.

Output field

The name of the data field used to save a data string into the customer's data record, where required.

Output Value

The value that will be written to the Output Field.

Go to Page

The title of the next page to which the agent will navigate or Branch on Value.

Add New Action

Open the Workspace.

  1. Select Scripts from the Campaigns menu.

  2. Select the page to be edited.

  3. Click Actions to open the Page Actions List.

  4. Click Add New Action to open the Add New Action dialog.

  5. Set the action parameters as described in the Action Details table.

  6. Click Save to close the dialog and return to the Page Actions List.

  7. Click Back to Script Designer to close the list when you have created actions to link all the script pages.

  8. Click Production Publish.

7. Branch on Value

This feature gives you the ability to create a branch in your script based on an activity or contact field value and using branching rules set by you.

  1. Click the Go to Page selection list.

  2. Select Branch on Value. The Add Rule section appears with a default page destination and one branching rule.

  3. Set the branching rules as described in the following table.

  4. Click the Add New Rule icon for each rule you need to add to the action.

  5. Click the Delete Rule icon to remove a rule from the action.

Branching Rule Parameters

The rules are evaluated in the order they appear.

Field

What you should do

Variable

This is the Activity or Contact data field who's value will be evaluated.

Operator

This determines how the evaluation of the value will operate.
Select from:

  • EqualNot equal, or In for alphanumeric strings 

    • Greater than, or Less than for numerical values.

Value

This is the value in the data field that must be matched to end the evaluation and execute the Go to Page action.

Note

If you have selected 'In' for the operator, you are saying the variable must match one member of a set of values.
The evaluation values should be comma separated without spaces (e.g. 12,red,56,high,3.14782).

Go to Page

This is the destination page if the rule action is executed.
The first row contains a default destination to be used if the evaluation matches none of the values in any of the rules.

 

8. Number Formatting in Script Objects

In iFrame and URL Control, if the number format is critical in the formation of a URL (i.e. parentheses, leading zeros, or hyphens should be included or excluded) then you can specify what format is used.

Why specify the number format used?

It is entirely possible that the phone numbers entered into a contact field via the lead list, or into an activity field via the agent script, will be in multiple formats. Some databases will not accept multiple number formats, and a query using an 'incorrect' number format might fail even when there is a record matching the supplied number. The Phone Value Format setting, available in the iFrame and URL Control script objects, allows you to stipulate which number format will be used when the query is sent to the remote database.

Which formats can I specify?

You can now select from the following phone number formats:

Format

Australia

Indonesia

Singapore

USA

UK

Pass Through

No formatting applied, so the formatting used to enter the number is retained.

E.164

+61289992222

 +622125505555

+6568364100

+16132381040

+442073794334

E.164
without Plus

61289992222

622125505555

6568364100

16132381040

442073794334

Compressed
National

0289992222

2125505555

68364100

6132381040

02073794334

International

+61 2 8999 2222

+62 21 25505555

+65 6836 4100

+1 613-238-1040

+44 20 7379 4334

 


9. Advanced Scripting

9.1 Script URL Control

The URL Control object allows you to create a link between the script page the agent is using during an interaction and an external location such as a Customer Relationship Management (CRM) system so that the agent can navigate to that external location by a click on the link. The link is created from a combination of the base URL and any parameters you define in the URL Control that can identify the details being sought. 

If the number format is critical in the formation of a URL (i.e. parentheses, leading zeros, or hyphens should be included or excluded) then you can set the number format in both the URL Control and iFrame script objects.

Below these three scenarios are explained

  • Scenario One - Link the agent to a CRM using a System Variable

  • Scenario Two - Link the agent to a membership database using an Activity Data Field

  • Scenario Three - Link the agent to a CRM using a Contact Data Field

Scenario One - Link the agent to a CRM using a System Variable

You have a CRM database, (e.g. acme.customers) and an inbound caller to the contact centre can be identified in the CRM by their phone number. While interacting with the caller, the agent clicks on the URL Control linked to the CRM database. The URL Control passes the phone number to the specified URL, the CRM database is opened in a new browser tab, and the relevant customer's details are displayed to the agent. 

The agent may be required, at least once in each session, to login to the CRM using their user name and password.

Prerequisites

  • The external location must exist and have a valid URL.

  • The external location must allow a query from the contact centre.

Steps in Script Editor

  1. Locate and select the script page you wish to edit.

  2. Click Edit Script.

  3. Select the Single Column Layout Field.

  4. Click the URL Control icon to place the control onto the script page.

  5. Click the Change Settings icon to open the Value and Style Settings dialog.

  6. Alter the default object name "URL1" to "CRM Query".

  7. Enter a valid URL address for the external location. e.g. http://ACME.customers.com".

  8. In the first text entry field, enter "Customer Number".

  9. In the second text entry field, enter "[CLI]".
    CLI is a system variable used by the contact centre. See System Variables.

  10. Click the Add icon to save that mapping.

  11. Select "International" as the Number Format applied to telephone numbers.
    See Number Formatting in Script Objects for more information regarding this setting.

  12. Click the Save icon and then on Save Current Page.

  13. Click Back to Script Designer.

  14. At this time, you should test the link you have created. To do this, click Preview Publish and use the script page as though you were an agent talking to a contact.

  15. When you are satisfied with how the script page is functioning, click Production Publish.

Scenario Two - Link the agent to a membership database using an Activity Data Field

For example, you have a membership database, "acme.members.com", and a member is identified by a unique membership ID. You create an activity field for Membership ID, and you include that field in the campaign script. When interacting with a caller, the agent determines the caller's membership ID, (e.g. AD1357908) enters it into the activity field, and clicks on the URL Control linked to the membership database. The URL Control links the base URL with the value(s) of the data field(s), (e.g. https://acme.members.com/display/?Member_ID=AD1357908). The external location is opened and the relevant member's details are displayed to the agent. The agent can now establish that the caller's membership is current, expired, or suspended before proceeding with the support query.

The agent may be required, at least once in each session, to login to the database using their user name and password.

Prerequisites

  • The external location must exist and have a valid URL.

  • The external location must allow a query from the contact centre.

  • The "Membership ID" activity data field must exist.

  • "Membership ID" must be used on an earlier page than the URL Control so that any writing to the database has occurred before the URL Control accesses the value. A contact field does not have that requirement.

Steps in Script Editor

  1. Ensure that an earlier script page exists that contains the "Membership_ID" activity data field.
    This will allow the agent to enter the ID and save that value to the database before it is referenced by the URL Control.

  2. Locate and select the script page on which you wish to place the URL Control.

  3. Click Edit Script.

  4. Click the URL Control icon to place the control onto the script page.

  5. Click the Change Settings icon to open the Value and Style Settings dialog.

  6. Change the default object name, "URL1", to "Validate Membership".

  7. Enter a valid URL address for the external location. e.g. http://ACME.members.com".

  8. In the first text entry field, enter "Member ID".

  9. From the drop-down selection list, select "Membership_ID".

  10. Click the Add icon to save that mapping.

  11. Select "International" as the Number Format applied to telephone numbers. 
    See Number Formatting in Script Objects for more information regarding this setting.

  12. Click on the Save icon and then on Save Current Page.

  13. Click on Back to Script Designer.

  14. At this time, you should test the link you have created. To do this, click Preview Publish and use the script page as though you were an agent talking to a contact.

  15. When you are satisfied with how the script page is functioning, click Production Publish.

Scenario Three - Link the agent to a CRM using a Contact Data Field

You have a CRM database, (e.g. acme.customers) and a lead can be identified in the CRM by their "Customer ID". When the predictive dialler connects the lead to the agent, the agent clicks on the URL Control linked to the CRM database. The URL Control passes the value of the customer ID to the specified URL, the CRM database is opened in a new browser tab, and the relevant customer's details are displayed to the agent and a record of the interaction is added to the customer history.

Note

The agent may be required, at least once in each session, to login to the CRM using their user name and password.

Prerequisites

  • The external location must exist and have a valid URL.

  • The external location must allow a query from the contact centre.

  • The "Customer ID" contact data field must exist and must be populated.

Steps in Script Editor

  1. Locate and select the script page you wish to edit.

  2. Click Edit Script.

  3. Select the Single Column Layout Field.

  4. Click the URL Control icon to place the control onto the script page.

  5. Click the Change Settings icon to open the Value and Style Settings dialog.

  6. Alter the default object name "URL1" to "Update CRM".

  7. Enter a valid URL address for the external location. e.g. http://ACME.customers.com".

  8. In the first text entry field, enter "Customer ID".

  9. From the drop-down selection list, select "Customer_ID".

  10. Click the Add icon to save that mapping.

  11. Select "International" as the Number Format applied to telephone numbers. 
    See Number Formatting in Script Objects for more information regarding this setting.

  12. Click the Save icon and then on Save Current Page.

  13. Click Back to Script Designer.

  14. At this time, you should test the link you have created. To do this, click Preview Publish and use the script page as though you were an agent talking to a contact.

  15. When you are satisfied with how the script page is functioning, click Production Publish.

9.2 Custom Processing in a Script

Custom Processing is another validation method that can be applied to a single line input field, one that is performed outside of the Cloud Contact Centre.

Where this feature can be found

  1. Open the Workspace.

  2. Select Scripts from the Campaigns menu.

  3. Select the page to be edited.

  4. Click Edit Script to open the Page Editor dialog.

  5. Click on the Single Line Input Field icon to add one to the script page.

  6. Click the Change Settings icon for that object.

When performing custom processing to a single line input field, enter into its Value Settings dialog the full URL of the external script that will perform the process, including any required parameters. Parameters that need to be read from the database are enclosed in square brackets.

For example, to send a member name to xyz.com in order to get the associated member class: https://xyz.com?member_name=[memb_name]&required_field=class

Input fields whose value is required to be sent to an external script should be processed on an earlier page of the script to ensure that the most recent value is provided as input to this process, which typically occurs when one page is closed and a new one is opened.

Frequent Flyer Scenario

On an earlier script page, the contact has supplied an airline frequent flyer membership number to the agent, who has entered the number into an Activity Field called "memb_no". On the opening of the current page, the agent sees the results of the process: the name of the frequent flyer, the number of points accumulated, and the membership class, all of which the agent can incorporate into the campaign script.

"Mr Jones, I can see that you have accumulated 11,359 frequent flyer points and are a gold class member, so let me see how we can best use those points in your booking today..."

Output Data

Field Name

Value

Frequent Flyer Name:

Davy Jones

Accumulated Points:

11,359

Membership Class:

Gold

Object Settings

In order to make this happen, the Script Designer will have placed three script objects on the page and entered the following data into their respective value settings dialogs:

Object Type: Single Line Input
Label:Frequent Flyer Name
Custom Processing URL: https://frequentflyerclub.com?memb_no=[654321]&required_field=memb_name
On Entry is selected.

Object Type: Single Line Input
Label:Accumulated Points
Custom Processing URL: https://frequentflyerclub.com?memb_no=[654321]&required_field=memb_points
On Entry is selected.

Object Type: Single Line Input
Label:Membership Class
Custom Processing URL: https://frequentflyerclub.com?memb_no=[654321]&required_field=memb_class
On Entry is selected.
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