Workflow Action: Agent Scripts Component

Workflow Action: Agent Scripts Component

Overview

The Agent Scripts component tells the system which script(s) should be displayed to the agent from the scripts that were assigned to the campaign.

The selection of the particular script to be shown may depend on earlier stages of a workflow or the condition applied.
If you wish to select from multiple possible scripts, you will need to either have the selection made by an earlier workflow step or use a condition.

If all scripts that were assigned to the campaign are to be displayed, this component is not needed.

Configuration Options

Name: The name assigned to this component.
Description: Enter a description for the component
Scripts: Select the script(s) you wish to display to the agent.
Condition Type: If the condition returns true, then the Action will be performed. If condition returns false, then the Action will not be performed. If there is no condition specified, the Action will always be performed.

Example: If the campaign has an English, French and Spanish script assigned, for the agent to only receive the French script in the workitem then only the French script should be selected in the Scripts section.

There are 2 ways to accomplish this outcome:

  • If a prior condition is met in the workflow that would indicate the customer speaks French, the workflow can branch into a French only state box where this script can be assigned.
    Or
  • A condition can be applied to this action box where if true, it will display only the script selected in the script section.

A sample of a condition could be:

If the workflow has a menu where the caller could press ‘1’ for French, the Condition Type would be as follows:

Expression: workitem.digits == ‘1’

  • workitem.digit would be entered in the first field
  • ‘==’ would be selected from the dropdown
  • ‘1’ would be entered in the last field

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What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.