Q Scripts

Q Scripts can provide agents with more information contextually based on the calls that come to specific queues. This could be configured to provide agents with information on special offers or events that they can then share with the customer. Q Scripts can be configured to automatically populate variables from the customer's information, as well as skills and associated weights.

Q Scripts are assigned on a per-skill basis.

For more information on creating Q Skills, reference Admin > Configuration > Q Skills.

Open

Skills

• Choose the corresponding skills you’d like to associate with this script (e.g., you want a specific script whenever the “Tier 2” Skill is applied to an interaction).

Weight

• This determines the importance of the script. The higher the number, the more important the script. This is used when multiple scripts are associated with the same skills—the script with the highest weight will display.

External ID

• This external ID is used to link the script with a Salesforce Campaign if you are doing outbound prospecting.

Variables/ Variable Syntax

• Personalize the script by using the Variables drop-down to determine the information you’d like to personalize (e.g., CallerID Name). Then, copy and paste the Variable Syntax in order to auto-fill the information when the script is generated in an interaction.