Scripts

Scripts give agents a series of questions, or prompts, to be used when speaking with a caller for a given situation. After submission, the questions and responses collected by the agent can be optionally saved and associated with the contact.

In the Scripts view you’ll find the following features:

1. Script: Create a new Ytel Script.
2. Show Columns: Show and hide columns displayed in your scripts list.
3. Export: Export your scripts list to CSV.
4. Row Actions: Edit or delete the respective script record.

Create Script

When creating a new script you’ll find the following form fields:

1. Name: Enter a descriptive name for your script.
2. External Url: A URL to open in a new window when the script executes.
3. Callback Id: Id that references a callback to be invoked when the script completes.
4. Question: A question comprises of the following attributes:
   1. Question: The question to be asked by the agent.
   2. Note: Notes about the question to assist the agent.
   3. Attribute: Your default and custom metadata fields to be filled out.
   4. Attribute Type: The data type of the attribute such as String, Integer, Decimal, and Boolean (true/false).
   5. Save On Contact: Check this field to save the attribute values to the contact.
   6. Add Options: Options are presented in a drop-down. The Option field stores the value that will be saved and the Display Option field is what’s shown in the drop-down as the selectable value.
   7. Add Filters: Used to determine when to show the question. Choose the Attribute, the related Operation, and the Value to match.
   8. Add Questions: Used to add additional questions to the script.
5. Completion Option: An agent selectable set of actions to choose from when the script has been evaluated. Completion Options contain the following attributes:
   1. Type: The type of action to complete when selected. Options are Campaign, Transfer, Hangup, and Script. Depending on the type selected, additional fields may need to be completed.
   2. Add Filters: Used to determine when to show the Completion Option. Select the Attribute, the related Operation, and the Value to match.
   3. Add Completion Option: Used to add additional Completion Options to the script.