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Managing Datasheets and Scripts

You can create datasheets and scripts that help agents handle calls using predefined dialogues, talking points, and information sheets.

Note: Datasheets appear as individual tabs that agents can switch between. Scripts appear as pages on a worksheet that agents can navigate through.

Table of Contents

  • To Create a Datasheet or Script
  • To Delete a Datasheet or Script
  • To Allow Agents to Edit Contact Details

To Create a Datasheet or Script

  1. Select a project from the project list, then select script_editor.menu.label.
  2. Select tabs.menu.label or script.tab.label.
  3. Hover your mouse over the tabs.menu.label or script.tab.label menu, then press Add new icon.
  4. Set your preferences, then press save.caption.label and close.label.value.

To Delete a Datasheet or Script

  1. Select a project from the project list, then select script_editor.menu.label.
  2. Select tabs.menu.label or script.tab.label.
  3. Press Expand icon to see your datasheets or scripts.
  4. Hover your mouse over the datasheet or script you want to delete, then press Delete icon. Press Yes.

To Allow Agents to Edit Contact Details

  1. Select a project from the project list, then select script_editor.menu.label.
  2. In the general.caption.label pane, mark or unmark the allowEditingOnContactTab.label checkbox.
  3. Press save.caption.label.

Related articles

There's always more to learn. Discover similar features by visiting related articles:

Customizing Datasheets and Scripts

November 07 in User Guides
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