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Screen Pop, Scripting and Staging

Screen Pop and Agent Scripts

Predictive, power, and preview campaigns are only as good as the agent's ability to accomplish goals. Accordingly, the script is an integral part of the campaign configuration. Each campaign has a script that defines the agent experience. Screen pop occurs when a call is routed to an agent, telling the agent who they are talking to, and displaying data about the contact.

Interaction Dialer supports scripting options that make it easy for developers and non-developers to create scripts that guide agents through the stages of a campaign call. To optimize Dialer's patented method of optimizing dialing predictions, campaigns can implement Stage Sets. Staging breaks a call down into measurable segments based on agent transition through a script.

Screen Pop

CIC and Interaction Dialer agents typically have telephone headsets and calls are auto-connected. When an outbound call is delivered to an Interaction Dialer agent, several things happen concurrently:

The agent hears a configurable whisper tone played to announce the call, if system handlers on the CIC system have been customized to play whisper tone. Whisper tone is an optional audio message played to the agent immediately before the agent is connected to a live person. Whisper tone cannot be configured in Interaction Dialer Manager.
Screen pop occurs. The script associated with the campaign populates the agent's display with information pertaining to the call, the customer, and the campaign, based on behavior defined in the script. The script guides agents through the stages of each call, and allows agents to record the call outcome. This is called dispositioning the call. Screen pop can also drive a custom third-party application that has been integrated with Dialer using IceLib APIs. Information collected or modified by the agent is routed back to campaign database tables.
An optional, pre-recorded, agent-specific greeting can be played to the contact. This recording provides a consistent welcome to the called party, and gives the agent more time to review on-screen information about the contact.

Campaign Scripts

The script displays contact information, provides call controls, and allows agents to log call results.

To streamline agent interactions with contacts, Interaction Dialer provides screen pop options ranging from display of call list data to integration with in-house or third-party applications.
Screen pop occurs when a call is routed to an agent, telling the agent who they are talking to, and displaying data about the contact.
Simple but effective base scripts can be configured directly in Interaction Dialer Manager using the Scripts view.
Programmers can create custom scripts using the Interaction Scripter API, or CallScripter™, a packaged script authoring and execution environment.
Programmers can integrate third-party .NET applications for Interaction Dialer using the Interaction Center Extension Library (IceLib) API and IceLib.Dialer APIs.

Scripts run in special Client applications

Scripts never run in a web browser, even though scripts are based on web technologies. The client applications supported by Interaction Dialer are:

Interaction Scripter .NET Client displays base scripts configured in Interaction Dialer Manager or custom scripts developed using the Interaction Scripter API.
Scripter in Interaction Connect displays base scripts configured in Interaction Dialer Manager.
Custom client applications can be developed using the Dialer IceLib API for Interaction Scripter .NET Client.

Call Dispositioning

Every outbound call that Interaction Dialer places is dispositioned by an agent or by Interaction Dialer itself. This provides an indication of what happened to each call placed.

Unsuccessful contact attempts (busy, no answer, SIT, and so on) are automatically dispositioned by the system.
Dialer agents disposition calls by pressing buttons defined in the script (for example success, subscribed to magazine, failure, not interested, and so on).
Dispositions are grouped for overview and detailed reporting purposes. New dispositions can be added for a specific campaign as needed.