Guide for Back Office Personnel

Agent Scripts

Agent time is one of the most expensive contact center resources, not just from an employment cost perspective, but also in terms of lost opportunity when it is not optimally utilised. Well designed agent scripts can boost agent performance, just as badly scripted workflow will hinder an agent in closing a sale or providing excellent customer service.

Similarly, the time taken to generate a new script or update an existing script can limit the window of opportunity for the client's campaign.

Softdial Scripter™ addresses both of these critical issues with a fully featured script and workflow design suite for both inbound and outbound media that allows relatively inexperienced users to create efficient, complex and reliable agent script applications in a fraction of the time, which manage the relevant session data.

Together with Softdial Agent Desktop™, it provides

• script design and delivery
• call control presentation
• script presentation
• CRM data presentation
• IVR and outcome management functionality

One of the primary aims for Softdial Scripter™ is to simplify the task of creating a customized agent application that serves not only to provide agent scripting capability, but as a complete agent desktop call control and management system fully integrated with the Softdial Contact Center™ architecture. (Fig. 1)

Fig. 1 - Softdial Scripter™ Architecture

What makes Softdial Scripter™ unique is that it allows relatively inexperienced users to create, extend and modify such an application. It does this by presenting the user with Scripter Designer, a simple visual user interface that allows complex scripting and data handling functions to be simplified into discrete logical steps.

These steps are represented by easily recognizable visual icons (Fig. 2) that can be arranged and interconnected with a few mouse clicks to provide a clear visualization of each part of the process.

Fig. 2 - Example Script

The Scripter Engine translates this into call handling logic used by the browser based Agent Desktop application.

Softdial Scripter™ consists of the following discrete modules:

• Scripter Designer
  This is the visual script design tool as described above, including the built in Screen Designer tool.
• Agent Scripts
  This is the runtime process that translates this visual representation into the script code that is used to control the agent processes.
• Agent Desktop
  From V10.7 - This is the web application that runs on the agent desktop (replacing the Scripter Client provided in previous versions).