Scripts are an awesome feature in Omni Channel Engagement that are designed to give ‘Agents’ ie. Users the ability to have a script within the same window they are talking to the customer in. This provides a way of standardising operating procedures and ensuring customers not only get a great level of service but essential things are being asked, such as security questions. This feature is great for training new staff, managing high turnover of call centres and more. This post covers how to set up Agent Scripts in Omni Channel Engagement.
Agent scripts can act like many things in Omni Channel Engagement. They can:
- Be used for a literal script of what the agent should be saying (remember quick replies for this too!)
- Become a check list
- Use for security checks and protocols
- Act as a standard operating procedure for diagnosing problems
- Enable automation using Macros (covered in a future post)
There are some prerequisites for setting up Agent Scripts.
- Dynamics 365 Productivity Solution needs to be installed – this should actually be available already if you’ve taken a new trial or signed up recently
- Assign yourself the Productivity Tools Administrator role in the Omni Channel Engagement Admin Application
- Assign every other user who you want to enable this the Productivity Tool User Role
Lets start creating scripts!
Navigate to Agent Scripts in the Omni Channel Administration App as shown below:
Click on ‘New’ – this opens a new Agent Script. Think of this as your ‘Parent’ Agent Script which then has children Agent Script Steps associated to it.
Complete the Name, Language and Description fields and save the record to begin adding steps
Click ‘New Agent Script Step’ in the sub-grid
The Step is the actual item in the list of a script that is seen by the user. There are three types – Text, Macro and Script. Text is literally just text, Macro starts a macro and you guessed it, a Script starts another script. You have the ability to go from one to another to another to support your agents depending on the situation.
Create at least three steps before you ensure the record is saved and everything is looking good. Now the next step is to associate the script with a session.
Navigate to your Session Template you wish to link the Agent Script to and associate it in the ‘Agent Script’ tab
Lastly, Agent Scripts are displayed in the productivity pane, and this needs to be enabled. Navigate to Productivity Pane and enable this (Remember there are the security roles to be added too)
Now start a new Chat session to see your Agent Script at work in the new productivity pane on the right hand side of the screen!
I hope this has helped get started with Agent Scripts and to see their value way beyond just articulating as a script itself but also using automation like Marcos and other scripts to build intelligent support for agents when they need it in a live conversation.