Editing Agent Scripts

Estimated reading time: 6 minutes | Target users: Supervisors

Call center scripts are guides that help agents handle calls using predefined dialogues, talking points, and information sheets. They allow faster, more efficient call handling and ensure a more unified customer service experience for your clients.

In the below section, we consider some of the most common cases our users face when setting up a script for their project.

1. Jumping to another page in the script
2. Redirecting Customer to a queue with a button
3. Setting a radio group selection…
   • to be mandatory
   • as a filter for a disposition
4. Setting up a field to be mandatory for a specific disposition

1. Jumping to Another Page on the Script, Based on a Radio Button Selection

1. In Database > Fields, add a new Single parameter type field (eg. answers), and add 3 values to it, separated by pressing Enter: for example
   • interested
   • notinterested
   • meeting
2. In the Script editor, create some new script pages by clicking on the ‘+’ sign next to Scripts, and entering a name for them. In this example, we are going to use these pages:
   • introduction
   • interested
   • notinterested
   • meeting
3. On the introduction page, drag and drop a Radio group
4. On the Radio group setup pane, enter an identifier for the controller (eg. answers), and from the Field drop-down select the answers field you created in step 1.
5. Press Save
6. Click on the blank page, so you can edit the settings of the page. On the right-hand side, at Condition of loading next page, select Simple condition.
7. In the pop-up window, select which radio-button selection should navigate to which page. Since we named the pages and their corresponding values the same, the setup is really simple: interested → interested, notinterested → notinterested, meeting → meeting
8. Press Close, then Save.

Tip: You can set one of your pages as your End page. This means that when arriving at this page, your agents would not see the Next button while navigating the script, so they would know it is the end of the script. To enable this feature, mark the End page checkbox on the right-hand side of the Script Editor.

2. Redirecting Customer to a Queue with a Button

You will need to copy-paste this short bit of JavaScript code in your script to achieve this:

$('page_name.button_name').afterSetData = function() {
	vcc.transfer('processid', true);
};

1. Drag and drop a button on your script’s page
2. Enter a name in the right-hand side pane in Identifier for code editor. Eg. button01
3. Press Save, then press Edit Code
4. Paste the above code in the editor, and replace these 3 variables with specific values:
   • Page_name – this is the name of the page you have pasted the code
   • Button_name – this is the Identifier for code editor of your button
   • Processid – this is the queue process’ id you want to use
5. In this example, the code would look like this:

   $('05_1_sales.button01').afterSetData = function() {
   vcc.transfer('12642', true);
   };
   

6. Save the file, and then Save the script.

3. Setting a Radio group selection to be mandatory, and as a filter for a disposition

1. Create a Radio group setup described in 01 in this tutorial
2. On the right-hand side pane on the Radiogroup tab, mark the Required checkbox
   • This means that agents now cannot close the script or datasheet without filling in this section
3. On the Disposition tab, mark either of your available dispositions, the Press Save
   • This means that when an agent selects the value, non-selected dispositions will not be available when choosing a disposition for the record.

4. Setting up a field to be mandatory for saving a specific disposition

You will need to copy-paste this short bit of JavaScript code in your script to achieve this:

$().beforeSetDisposition = function(disposition) {
	if (disposition.id == xx && !vcc.getFieldValue("fieldName"))
	{
		alert('This field is mandatory!');
		return false;
	}
};

1. Drag and drop controller, eg. a Radio group to your script.
2. Enter a name in the right-hand side pane in Identifier for code editor. Eg. button02
3. Press Save, then press Edit Code
4. Paste the above code in the editor, and replace these 2 variables with specific values:
   • xx, which stands for the ID number of the disposition you want to use. This can be checked in project > Dispositions (eg. Callback = 1)
   • fieldName, which stands for the Identifier in the code editor name
5. In this example, the code would look like this:

   $().beforeSetDisposition = function(disposition) {
   if (disposition.id == 1 && !vcc.getFieldValue("button02"))
   {
   	alert('This field is mandatory!');
   	return false;
   }
   };
   

6. Save the file, and then Save the script.

To learn more about Script and Datasheet management, visit this guide.
To learn more about customizing the script editor and its tools, please visit this user guide
To check out some more JavaScript codes you can implement, visit this developer’s guide.