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Function documentationInteractive Script Editor

 

In the Interaction Center (IC) WebClient, system administrators and interaction center managers can use the interactive script editor to create scripts tailored for current campaigns or company needs.

Example Example

The interaction center that Rachel manages is planning a discounted travel campaign to attract new customers. Rachel wants all the interaction center agents to present the campaign consistently, so she uses the Interactive Script Editor to design script for the campaign.

Rachel thinks about the optimal way to present this campaign to customers and translates her ideas into a “Summer Travel Discount” script. This script contains the exact questions agents should ask customers and the possible answers, so that agents can easily work through the scripts and record customer responses.

Rachel also assigns this script to the campaign of the same name, so that agents can access it easily.

End of the example.

Scripts that are created here appear on agents' Script screens. You can also assign scripts to call lists and campaigns. For more information, see Assigning Scripts to Call Lists.

Prerequisites

For more information about the configuration of the interactive script editor, see SAP Solution Manager.

Features

  • Repository

    The repository contains already created scripts, objection scripts, questions, answers, buttons, templates and actions. You can create, rename, delete, copy and translate each of these objects. You use the objects in the repository to create the scripts by dragging and dropping objects into the editor area. If you want, you can also create your own objects and store them here for later use.

    Note Note

    You can use the editor to change the name of the new object and edit it as necessary. This function is meant to save you time. For example, if you already have a question in the repository asking which brand of soup the customer normally buys and you want to create a similar question about socks, you can copy the soup question and change the word “soup” to “socks”.

    End of the note.

  • Editor

    • You can use this screen area to create or change existing questions, objections, answers, or scripts. Each object you are editing appears on its own tab. The status bar at the bottom of this screen area displays status and language of the text.

      When you choose Create, a list of objects appears. The system creates the object that you select and opens it for editing in the editor.

    • You can upload and download entire scripts to and from your local drive as XML files. You can then upload the scripts from your local drive into other systems or clients as needed. Downloading saves you the work of recreating duplicate scripts in other systems and clients, and allows you to back up your scripts locally for added security. You can download and upload only entire scripts, not individual script elements.

    • You can print out a script from this view to see its layout. The other objects cannot be printed.

  • Search

    • Under the Search tab, you can enter search criteria and the system finds the question, answer, or script that matches your criteria. If the system finds an object that matches your search criteria, it highlights it in the repository. Choose Search again to navigate to the next object that meets your search criteria.

    • Under the Navigator tab, you can define the section of the active script that you would like to see in the editor section of the screen. Drag the mouse to make the blue box smaller or larger. The section of the script that is surrounded by the box is displayed in the editor.

  • Attributes

    You can define the details of the object that is currently active in screen area Editor. The fields available in this screen area vary, depending on the object you are editing.

Activities