Use scripts

AI-generated summary

Genesys Cloud provides scripts that guide agents through customer interactions and workitems by displaying contextual information, prompts, instructions, buttons, input fields, choice lists, and callback scheduling options within the Interaction panel. Scripts automatically appear during voice interactions and can be accessed for digital interactions and workitems through the Scripts panel in Agent Workspace. The functionality supports standardized agent guidance across voice, digital, and workitem channels by presenting contact details, suggested language, transfer instructions, wrap-up codes, response capture fields, and workitem-specific guidance. Scripts range from simple single-page formats to complex multi-page structures and appear before or after interaction connection depending on campaign dialing mode and interaction direction. Access requires Scripter > Published Script > View permissions, with additional Outbound > Contact > View permissions needed for scripts using outbound variables. The Scripts panel size can be adjusted through Tool Settings, and agents can activate focus mode for enhanced visibility. Scripts display contact information, prompts to read, interaction instructions, clickable buttons, input fields for information entry, choice lists, and callback scheduling areas. Agents follow script instructions as presented or as directed by management to optimize customer experience through process standardization.

PrerequisitesClick to expand

To display scripts for digital interactions and workitems, from the multipanels to the right of the Agent Worspace, click Scripts .

Notes: The following information applies to voice interactions:

Scripts automatically appear to the right of the Agent Workspace.
Scripts can appear either before or after an interaction has connected. The moment a script appears depends on the dialing mode set for the campaign and whether the interaction is inbound or outbound.

Scripts guide you through an interaction or through working on a workitem. They can be simple or complex, and can consist of one or multiple pages. Scripts can show you the following:

Information about a contact, like name or address.
Prompts to read, like a greeting or purpose of the call.
Instructions to follow, like when to transfer a call or which wrap up code to set.
Buttons to click to confirm an action or go to another script page.
Fields to type information in, like customer responses.
Lists of choices to select from.
An area to schedule a callback.
Instructions for working on a workitem.

Notes:

To change the size of the Scripts panel, at the upper right, click Tool Settings . You can choose from four sizes.
You can also use focus mode. For more information, see Activate focus mode.

To use a script, read it and follow the instructions given in the script or by your manager.

[NEXT] Was this article helpful?

Get user feedback about articles.

Use scripts

AI-generated summary

PrerequisitesClick to expand

To display scripts for digital interactions and workitems, from the multipanels to the right of the Agent Worspace, click Scripts .

Notes: The following information applies to voice interactions:

Scripts automatically appear to the right of the Agent Workspace.
Scripts can appear either before or after an interaction has connected. The moment a script appears depends on the dialing mode set for the campaign and whether the interaction is inbound or outbound.

Scripts guide you through an interaction or through working on a workitem. They can be simple or complex, and can consist of one or multiple pages. Scripts can show you the following:

Information about a contact, like name or address.
Prompts to read, like a greeting or purpose of the call.
Instructions to follow, like when to transfer a call or which wrap up code to set.
Buttons to click to confirm an action or go to another script page.
Fields to type information in, like customer responses.
Lists of choices to select from.
An area to schedule a callback.
Instructions for working on a workitem.

Notes:

To change the size of the Scripts panel, at the upper right, click Tool Settings . You can choose from four sizes.
You can also use focus mode. For more information, see Activate focus mode.

To use a script, read it and follow the instructions given in the script or by your manager.

[NEXT] Was this article helpful?

Get user feedback about articles.

Use scripts

[NEXT] Was this article helpful?

Loading...

Use scripts

[NEXT] Was this article helpful?