Script configuration

Use the Script Tree tab in Call Center Admin to define the Call Center script. The script is displayed as either a browser tree or a series of drop-down boxes on the Problem tab in Call Center. It guides the CSR through a series of questions to identify the correct service request type.

Each script node is associated with a web page that is displayed in the Map/Script panel when the node is selected. These web pages present questions or choices, and can also provide information for the SCR to relay to the caller. Each node can have one or more children representing different options that the caller might select. The CSR can then select the next node based on the caller's response, and continue until an end node is reached.

Each branch in the script leads to an end node with an associated service request type. When the CSR selects a node with an associated request type, Call Center automatically loads that request type so a service request can be created.