Scripts view

Overview

Every campaign has a script that pops on the agent desktop when a call is sent to an agent. Scripts run in Interaction Scripter Client—the desktop application that Dialer agents use to interact with campaign calls.  Scripts display updatable data items and call disposition options.

The scripts you can configure in Interaction Dialer Manager are called base scripts. Base scripts are easier to create than custom scripts, because they are constructed by composing entries in Dialer Manager's Scripts container, instead of by programming web pages.  

Custom scripts require a programmer to write JavaScript and HTML in accordance with guidelines published in the Interaction Scripter Developer Guide. Base scripts don't require any special expertise. Anyone can create them.

Scripts view user interface

The Scripts user interface displays script entries at the top of the screen, with buttons for adding, copying, pasting, or deleting entries. The rest of the screen is devoted to managing details of an entry.  The Scripts view has two tab pages.

• The Miscellaneous tab manages the name of a script, and settings which affect the appearance and functionality of Interaction Scripter Client.

• The Pages tab defines pages, the contact column controls that appear on each page, and buttons for dispositioning the call or navigating between pages.

What's in a Base Script?

A base script defines settings that affect the appearance and functionality of the Interaction Scripter Client. For example, a script defines whether a Request Break button is offered.

A base script defines columns from the contact list that the agents see as page controls in Interaction Scripter Client. Page controls display contact columns are text boxes, radio buttons, numeric fields, drop lists, or date/time controls. The script determines whether each control is editable by the agent. Data updated by agents is written back to the contact list after the call is dispositioned.

Base scripts define text for agents to read, usually to the contact. This text can include macros, allowing contact-specific information to be presented from the contact list. To create attractive pages, the text portion of a base script can contain simple HTML markup.

Base scripts define call disposition buttons that agents can press to transition to the next call.

A base script has one or more pages. Each page is a screen that agents can view in Interaction Scripter Client.  Every page can have distinct page controls, text, call disposition and navigation buttons. Each page is assigned a stage number. Stages identify each segment of a call that statistics can be collected upon.  Stages are saved in groups (called Stage Sets) that can be assigned by name to one or more campaigns.  Stages help the server make more accurate predictions by measuring the amount of time that each agent spends in tasks of a call.

Scripts define navigation buttons that jump to another page in the script. This makes it easy for agents to navigate a multi-page script.

Here's how it comes together. A base script is assigned to a campaign. When a call for that campaign is routed to an agent, Interaction Scripter Client displays page controls, text, and buttons to the agent. In Preview mode for example, information is presented to the agent before a call is placed.  The agent can review data and then place a call to the contact, or optionally skip to the next contact. The agent may also request a break. The user interface provides standard telephony options found in most software phones.  Agents can record, mute, transfer, hold, and disconnect calls, for example.

While a campaign is active, the Outbound Dialer server monitors agent performance at each predictive stage and maintains statistics that allow it to predict the probability that the call will complete in the current stage.  The server estimates how long each agent will take to complete that stage of the call. This helps it estimate when and how many calls it should place to keep agents busy.