We’ve talked a few times in older posts about how agents can effectively use scripts and how scripts can be created with ease in the Q-Suite. Aside from the scripts being used by agents in day to day operations and how to actually construct the scripts themselves, we haven’t necessarily talked about how an administrator can manage these scripts. Let’s do that now.
When I refer to managing scripts here, I’m mostly referring to how scripts can be assigned to different entities that already exist in the contact center software. The three major structures than can have a script assigned to them are campaigns, queues, and lists.
Campaigns are the most generic of the components in this case. They house information like outbound or inbound type, caller ID name and number information for dials made from the campaign, and the DID in the case of an inbound campaign. Scripts can be assigned to a campaign and whenever a call is made or taken, the script assigned to the campaign will be displayed to agent.
Queues are used to route inbound callers to appropriately skilled agents. The number that the caller dials to reach these queues will most often belong to a campaign. However, queues that are reachable via a campaign’s DID can be vastly different. You may have Sales, Technical Support, and Customer Service queues. The types of questions that your agents will be reading to the caller may also vary by a great degree. In this case, you would create a few queue specific scripts to handle this scenario and assign those as desired.
Lists are the data structure that contains your outbound leads. Lists need to be assigned to outbound campaigns in order for the ACD software to know what leads are to be queued and dialed. Multiple lists can be assigned and active for any campaign, and each list may have some important specific fields that are not relevant to the any of the other lists. You can tailor your list specific script to account for these differences and assign the scripts are required.
The level of detail involved in having multiple scripts that may more or less accomplish the same goal is not absolutely needed, but isn’t great to know that you have the option available?