Script Configuration and Reporting

October 26, 2018

What is it?
A Script Reporting checkbox has been added to the Script Flow Notation. When the checkbox is selected, submitted scripts can be reported on in custom or standard script reports.

Key Benefit(s)
Agent Scripts can now be configured to automatically dismiss when the interaction ends, without needing to be submitted by an agent. To automatically dismiss scripts, select the checkbox next to a new field in the script editor (link is external) called “Automatically dismiss without warning.” If this field is checked, an open script will automatically submit and dismiss itself when the interaction ends.

Good to Know
The Script Time Detail report now contains a Script Status column, which identifies whether agents submitted or dismissed a script. If the Script Reporting field is selected and a script is dismissed, any entered content is submitted for reporting. The Script Status column will indicate that it was dismissed.