V3 Jscripty
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What is Jscripty?
Jscripty is an easy to use and dynamic agent scripting tool. A dynamic agent script is a series of questions and responses in which questions are quickly adjusted based on the reaction or response of the customer.
Jscripty allows you to design, preview and publish a script flow that the Agents can use for their customer service operations inside the Omni Desktop Interface. Every time there is an outgoing/incoming call the script is automatically opened for the agent managing the call, if trigger conditions are met.
Customer Satisfaction Survey or Marketing Survey is an example of application of Jscripty.
A contact center mainly focuses on customer satisfaction which is directly related to agents efficiency. But the complex working environment of a call center makes it difficult for agents to be efficient. Hence, it is imperative to provide agents all the necessary tools to successfully manage customer interactions. One of the best solutions is to provide them a well-designed script that will guide them through the complex multi-channel customer care system.
By using Jscripty, the administrator with a complete knowledge of the entire system can easily create a script flow by taking into consideration the possible branching conversations. Designed scripts can also be quickly adjusted and published for agents, according the evolution of the services provided by the contact center.
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.
Remember you can build your Custom Reports using data collected using JScripty: see the Jscripty Answers Tables
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:
Create a Project and design the script flow
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
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
Enter the project's details and Click Add Project to confirm.
Name
Description (Optional)
After the project is created, you can view the project in the list of projects. You can edit the project and build your script flow.
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:
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.
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:
Question Type | Description | Note |
|---|---|---|
Short text | accepts single line of input text |
|
Long text | accepts multiple lines of input text |
|
Radio | single answer, multiple choice question | Can have question logic and multiple answer choices |
Checkbox | multiple answer, multiple choice question | Can have multiple answer choices. |
Select | single select from a drop-down list | Can have question logic and multiple answer choices |
Number | accepts only numbers | You can specify Min and Max allowed numbers |
Date | date picker |
|
Time | time picker |
|
accept email address |
| |
Range | slider to set a number within a range | You can specify range limits: From and To |
URL | accepts URL |
|
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
If you set logic to multiple questions on the same page, the last logic will be applied. To avoid confusion, we suggest to place questions with logic on different pages.
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.
You must click Save to publish the script. You will lose all your changes if you fail to do so!!
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.
Enter the trigger Name, select Voice Channel and click on Add Trigger.
Edit the trigger to define the trigger's Conditions and Actions.
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.