Datasheets and Scripts Overview
Call center scripts are guides that help agents handle calls using predefined dialogues, talking points, and information sheets. They allow for faster, more efficient call handling as well as ensure a more unified customer service experience for your clients.
How Scripts Work in VCC Live
What’s the Difference Between Datasheets and Scripts?
One of the key differences between datasheets and questionnaires is that questionnaires can be set to jump-to conditions. For example, if a specific answer is given, a specific page will be displayed.
A datasheet is a single-page document, usually featuring simple forms the agent must fill in. Each datasheet appears as an individual tab on the Agent Workspace. You can create as many datasheets as you wish.
The more complex scripts, however, feature multi-page forms or questionnaires. You can create as many script pages as you wish —just like datasheets—, however, script pages are displayed on the same tab which you can navigate around. You can create one questionnaire for one record.
- Each questionnaire has a start page, that is on the admin interface the top item on the script list — as well as an end page, which you can enable by marking the End page checkbox. An end page indicates that the page is the last page in the script questionnaire and so there will be no “Next” button displayed.
- You can also mark script questionnaires as quotas. Read more about quotes in the Quota Tool tutorial.
Controls are items that can be used in both datasheets and scripts and allow you to build up your datasheets’ and scripts’ layouts as well as the content.
Some of the settings you can configure for controls:
- Each control can be marked as hidden as well as you can set up conditions when the control should appear. For example, if a specific value is chosen, the control will be displayed.
- You can mark controls as obligatory, you the agent cannot allocate a disposition unless the specific control, for example a multi-select list is filled in.
- You can mark controls as disabled, which prevents agents from editing that control but the agents can still read information from the control.
- On the label tab, you can enter names or “labels” for the control. You can as well decide whether the label should be displayed and its position.
- On the help tab, you can add tooltip hints for the controls as well as whether they should appear as warnings or generic note.
- For simple or multi-value field-based controls, you can set the displayable options to appear in random order each time the control is displayed to the agent.
For more details about available controls, see Types of Controls.
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