Agent Scripts

OpenAnswer allows you to enter multiple agent scripts so that you can customize the way the calls are handled per call type. For instance, someone calling for 'New Appointments' will have a different agent script than someone calling for 'Customer Support'.

To add even more flexibility, each set of call type instructions can be time sensitive. For example the 'New Appointment' agent script for after-hours can be different than the one used during normal business hours. Or an agent script can be different for one day this week than any other days.  OpenAnswer will determine from the schedules entered which one to display on the call screen for the operator to follow.

Time Sensitive Agent Scripts

To edit the scheduling of when a particular set of instructions should be active, click on the clock icon. To add a new time sensitive agent script for a particular call type, click on 'Add time sensitive instructions'.  You will have the option of specifying the instructions to be active at all times, or only for a specified period of time.  If multiple time sensitive schedules have been specified for a call type, OpenAnswer will always pick the most specific one, time-wise.  To clarify this concept, refer to the example below:

OpenAnswer will pick the following to display to the agent:

  • On April 29, the first agent script on the list will be displayed to the agent when a call comes in.
  • After April 29, the second agent script will be displayed anytime a call comes in between Monday 4:20pm and Tuesday 6:55pm.
  • After April 29, the third agent script will be displayed anytime a call comes Monday-Fri between the hours of 12:00 AM and 11:59pm, unless it is a call that comes in between Monday 4:20pm and Tuesday 6:55pm, at which time the second script becomes active.
  • If the above scenarios are not met, the default agent script will be displayed when a call comes in.

Editing the Agent Script/ Call Type Instructions

To edit the calltype instructions, click on the pencil icon or double click on the row you want to edit. There are 3 types of steps you can use to compose the calltype instructions.

  • Action Step – specifies an action the operator needs to take and who the action should be directed to. Examples would be: 'Transfer to John', or 'Email Mary'. Adding this step to the calltype instructions will pop a dialog box which will ask for the type of action and who the recipient of the action should be.
  • Call Prompts – creates a list of prompts to collect information from the caller.
  • Text/Info Box – an information-only step for the agent to follow or may supply to the caller as necessary.

Within each step you can also specify a 'helper text' to aid the operator in executing that step. For instance, you can enter a coined phrase that the operator will need to recite to the caller (I.e: “Tell the caller: 'Please hold while I try to reach John'”).  Or you simply can enter additional instructions for that step.

 

The setup allows certain actions within the agent script to be hidden on the agent's call screen.  These are often complicated actions that need be handled by the more-experienced dispatchers.  These types of calls that contain dispatcher actions are often sent to the minders list at the completion of the call.  When a dispatcher pulls these messages from the minders list, the dispatcher actions are then displayed to them.

 

 

Once the edits are entered, you must click 'Save' to make the changes permanent.  The call type configuration above will result in the following call screen when an agent answers a call.  Note that the last two steps of the agent script are not shown on the call screen.

Previewing the Call Screen

To see what the operator sees when a call comes in for an account, click on the 'Operator Screen' button:

Since OpenAnswer allows you to specify time-sensitive agent scripts, the call screen may look different at different times.  To preview the call screen for a different time period, specify a 'TEST' time and click on 'Go'.  The call screen will display what the operator will see for that date/ time.