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Agent Scripts or Call Centre Agent Scripts is an interactive guide that helps the support agents in troubleshooting a customer’s problem. Using Agent Scripts a support agent can walk through the customer’s problem, one question at a time.
Based on the customer’s answers, the support agent is guided to the next step in the process Answers at each level are also captured, and can be mapped to custom fields and ticket fields. As the agent arrives at the last step, s/he has complete context on the problem, detailed information from the customer, and a clear next step.
HappyFox provides the most configurable Agent Scripting module, to ever exist within a helpdesk. To learn more about setting this up, follow the links below: