Introduction

Script Builder is an HTML-based tool that allows you to create agent desktop dialog (scripts) for specific needs. Your agents can utilize these scripts to guide the customers by reading the on-screen instructions to them. The tool enables you to format the screens in the most efficient way for your agents. You can branch a script based on the answers from customers or the business rules built into the script. In addition, you can provide text responses and rebuttals. The agent desktop can be designed to control the agent workflow and enforce compliance.

The tool also enables your agents to capture data from customers. Whether it is fulfilling an order or completing a survey, the tool enables you to define how the form is set up to maximize the efficiency of your agents. All results are captured and available for extraction so that you can build and analyze the results when required.

Role-Based Permissions

LiveVox can define what permissions you want to grant to a user using U-Script based on their role. The following levels of access are available:

• Full: Enables a user to view, create, modify, and maintain scripts; assign scripts to services; view any scripts for the client code; and report on script results.
• Read: Enables a user to review a script for the client code.
• Assign: Enables a user to assign a script to a service.
• Report: Enables a user to create and review the reports for the scripts.
• None: Removes access to the client code.

Script Builder Toolbar

The main toolbar within the Script Builder contains all the primary tasks to create and maintain your agent desktop.

The toolbar is separated into functional menus based on the level of the script being worked. As you select the function on which you want to work, a sub-menu is displayed to provide an additional level of controls. The top-level menu consists of the following functions:

• Script: Contains the options and functions related to the overall script.
• Dialogs: Contains the options and functions for individual windows or dialogs that constitute a script.
• Resources: Enables you to import and manage items that can be used within a script, including images, JavaScript, and styles.
• Data: Enables you to add, remove, and modify the data elements used within a script.
• Reporting: Enables you to define, format, export, and view the data captured within a script.
• Database: Enables you to define the database connections and queries to be used within a script.