Omnichannel for Customer Service – Conditional Agent Scripts

This article discusses how to use agent scripts in Microsoft's Omnichannel for Customer Service to prompt agents or trigger productivity macros. Agent scripts are useful for automating repetitive tasks and ensuring consistent messaging. The article explains the concept of agent scripts and the different types of steps they can contain, such as text prompts and macros. It also explores how to associate agent scripts with session templates and use the expression builder to conditionally load scripts based on certain criteria. The article provides an example of how to create conditional agent scripts and demonstrates how macros can be used to move between scripts. Overall, agent scripts are a valuable tool for guiding agents through customer interactions and improving efficiency.

Article 13m Neil Parkhurst

---

Login now to access my digest by 365.Training

Login