For agents, working with the dynamic script for customer care will be like having their supervisors right by their side, guiding them step by step through every customer interaction. They will be able to quickly handle and resolve customer queries resulting in satisfied customers. Using a script for customer service also enables them to easily manage complex business processes without going through intense and time taking training. It guides them in their conversations helping them to say the right things to customers and avoid errors. 

How to Start

Administrators can use the simple Jscripty script builder to design, preview and publish a script flow, while agents are able to use these scripts for their customer service operations inside the Motion Omni Desktop Interface. 

The following are the list of things you have to do to make it work:

1. Create a Project and design the script flow
2. Create a trigger (Tools → V3 Triggers), set the conditions you want to trigger the script, add Jscripty action and select the project you have created 
3. Login agent in Motion Omni Desktop Interface

Every time there is an outgoing/incoming call the trigger conditions are checked. If the conditions are met, the script is automatically opened for the agent managing the call inside the omni desktop interface.

Create a Project

To create a project click the New Project button 

Edit a Project

Find the project from the projects list and click on Edit Project.   

The projects can be cloned and the copy can be modified.

To clone a project click on the command menu entry or select a project and click on : in this case only the projects will be cloned, not the sessions results.

In the Edit view, you will have access to the following sections:

• Settings: where you can modify the Description of the project 
• Builder: to create and publish a script flow
• Preview: to preview the designed script 
• Sessions: to list the sessions data collected
• Answers: to list the answers given (number and the percentage)
  
  
  

In the Settings you can also select automatic features like:

• Enable incomplete save in order to allow the Agent to save the surveys even if they are not completed (i.e. the session is interrupted for any reason)
• Unpause Agent on Submit to automatically stop the Agent's pause when the survey as been submitted.

Design your script

Builder

The builder allows you to create the script in single or multiple pages by using different types of elements.

To start designing your script, find the project already created in the projects list, click on Edit Project and go to Builder section.

You will see a panel as in the picture below:

Follow the next steps:

1. Add Title and Description

   The title and description will be on the first page your agents see when the script is opened. The Title is used to specify a title of the script and Description is used to define an introductory statement or guideline for agents. 

   It is also possible to use Motion standard variables or custom variables to customize the content displayed for agents. You need to use {{VARIABLENAME}} syntax to reference the value of a variable.

   
   

                             

2. Add/edit Elements and Pages

By default, the builder contains one page but you can add as many pages as you need and design your script by adding elements.

Click on  to add a page. A new page will be inserted at the bottom.

After you add a page, you can:

• • Delete a page by using 
  • Reorder a page by using 
  • Name a page by marking  
  • Collapse a page by using 
         

Click on  to add an element on a page. You can add one of the following elements   :

• • Question: is used to ask for information and collect a response

  • Paragraph: is used to insert text to provide additional description or information. 

Question Element

When you add a new question, an editing form appears where you can enter your question text and customize the question.

In the question text, you can personalize questions by using variables.

Use variable in {{VARIABLENAME}} syntax as shown below and the value will be rendered when the question is displayed for agents.

You can select one of the following question types:

For all the above question types, you can set the required field to make the question mandatory. 

After you finish editing the question, Click on and you will exit from the element edit view.

Answer choices

Question types like Radio button, Checkbox and Select can have multiple answer choices.

For these types of question, you can add, delete or reorder answer choices by using the following buttons:

      Click to delete the corresponding answer choice

      Click and drag to change position of an answer choice

 Click to add an answer choice

Here is an example of Radio question type with 5 answer choices. 

If you want to allow respondents to specify an answer other than the fixed answer choices, click on  and Other answer option will be added as shown below:

Questions logic

You can add logic to your questions to adjust questions based on the response of the customer. This logic can be applied for the following question types:

• Radio
• Select

 To add question logic, mark Go to page based on answer check box and choose the page you want to go to for the answer choices.

The following are the page options:

• Continue to next page: next button will be displayed to go to the following page.
• Go to a specific page: next button will be displayed to go to the selected page
• Submit form: submit button will be displayed to end the script

Paragraph Element

When you add a new paragraph, an editing form appears where you can enter your text.

You can personalize the paragraph text by using variables.

After you finish editing the element, Click on and you will exit from the edit view.

After you add an element, you can:

• Edit
• Clone 
• Delete 
• Reorder

the confirmation page in the last page of the script.  You can insert your custom text. 

Preview

After you design your script, you can view and test it under the Preview section.

Use button to start the script from the beginning.

Create a Trigger 

It is mandatory to create a trigger to display the script to agents. Go to Tools -> Triggers Section and click on New Trigger.

Trigger Conditions

You can use as usual properties like Queue, Call status or outbound to define the conditions you want to trigger Jscripty.

The conditions shown in the following example mean that Jscripty will be active for Calls in Sales Queue and when the call is answered. 

For more information on trigger conditions, take a look at Voice Trigger Conditions.

Trigger Action

Add Jscripty action to trigger a Jscripty script when the trigger conditions are met. Click on Add Action and select Jscripty and the project you want to open. 

If all the configurations are properly configured, the Jscripty script will be opened in the Motion Omni desktop interface as shown below.

Review your script results

Sessions

Find the project from the projects list and click on Go to Sessions:

From the Session view you can see all the Sessions Results and eventually delete or export them:

Show session results displays general information and results for the single session:

If you want to delete multiple sessione you can just select them and choose the command icon  right on the top bar:

Answers

In the Answers section you can find all the results of your campaign (you can see the occurrence and the percentage of any value given in the sessions saved) for the specified period (on the top of the page you find the selector to show the calendar):

Click on to export the results in a CSV file format.