Prompts can be prerecorded audio files or text that's read by a text-to-speech ( TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content.) service.Ĭustom Code-It's sometimes necessary to use custom scripting in Studio scripts. For Support, press 2." You can also use prompts to give the contact information, such as your organization's operating hours or the contact's current account balance. This could be messages such as "For Sales, press 1. For example, an IVR menu uses prompts to let contacts know their options for proceeding with the interaction. They are messages the script can play to offer the contact a choice or give them information. Prompts- Prompts are a common component of many scripts. You can also have more than one branch end at the same action. Multiple branches can stem from a single action. You can also use branches to give contacts a choice, such as in an IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. Branches-You can create branches in your script to cover situations where an action has more than one possible outcome.The connections between actions are shown with lines and arrows. You can see the flow of the script on the canvas workspace in Studio. Connectors-The flow of your script is defined by how actions are connectedconnected.Properties include things such as choosing skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge, setting variables, and selecting an audio file to play. Most actions have a set of properties that must be configured to define the specific behavior of the action in your script. Each action serves a specific purpose in the script, such as creating a menu of choices, playing an audio file, or requesting the next available agent. Scripts include the following components:Īctions-In Studio, scripts are made up of connected blocks called actions. If you try to add an incompatible action, Studio displays an error message. It doesn't hide actions that aren't compatible with the type of script you're working with. The Framework tab contains all actions available in Studio. Actions that aren't compatible with a certain type of script won't appear in the Tools tab of that script. For example, ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. Most actions work with any script type, but some actions only work with specific script types. The media type must match the type of routing the script handles. When you create a script, you're prompted to select the media type. the contact and agent use to communicate. The media type is the kind of channel A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. Studio supports the same media types as CXone. Based on this, Eeyore determines that they need scripts for inbound phone, email, and chat, as well as outbound phone, email, and SMS. Additionally, Christopher knows that the company plans to start sending SMS messages to customers to notify them about upcoming sales and promotions. They make outbound calls and send emails. The Classics contact center receives inbound phone calls, emails, and chat messages from their website. Christopher Robin, the contact center administrator for Classics, Inc, works with Eeyore Thistleflower, the Classics Studio scripter, to plan the scripts they need to create. Classics, Inc., an international bookseller, is in the process of setting up CXone in their contact center.
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