Scripts

The Contivio Scripts is a user-friendly dialog scenario tool.  When used properly, Scripts can help users be more fluid during their interactions with customers.  A well thought out and executed phrase or Q&A tree can be the difference between getting a sale, or closing a support ticket on first contact.
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Side Bar Navigation
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Side Bar Scripts.

Question & Answers

Scripts is the seventh (7th) option in the Contivio.com Side Bar – directly below Messages.  Scripts are available to a user through Queue assignment by the Administrator.  Navigating and understanding the Scripts can be important to improve service and productivity.
Script Name
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Script Names and Options.
The ‘Script Name’ is displayed in the header section of the Scripts portlet.  To begin using Scripts, a user must select the ‘Script Name’ from the drop-down list which corresponds to their need (e.g., ‘Sales Script’ for an inbound call to the Sales Queue).  
Dialog Box
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Scripts Dialog Box.
The main body of the Scripts portlet is the ‘Dialog Box’.  The selected script will open up a dialog scenario, typically the first question.  The Dialog Box has three (3) sections:
  1. Question
  2. A drop-down list of pre-defined answers
  3. And a free forum for notes

Note:
It is possible to embed hyperlinks into the 'Dialog Box' for reference which can open URLs or a pdf.

After each question is complete:
  • Select the ‘Done’ button to end the session, or 
  • Select the ‘Next’ button to move to the next question.
The ‘Dialog Box’ can contain hyperlinks for the user to navigate from.
Questions List
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Scripts Questions List.
The right section of the Scripts body contains the ‘Questions List’.  The questions/scenarios will be listed in the order the user will ask them.  Each question is displayed as a hyperlink should the user wish to jump to a particular question. 
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