Tip: I do like to expand the productivity pane by default. You can simply use this option to enable the pane and also decide if it is expanded by default or not. The first of these options is the productivity pane configuration option. Within the admin app you will find a group of options which can be used to enhance the agent experience. (I will expand on this concept later in this post, as you might need to control which script shows first.)īelow you can see that as an administrator I have opened the “Omnichannel Administration” app. You could therefore create multiple scripts for different purposes.
Notice below how the agent can drop down a list of agent scripts. Agents can expand / collapse this panel as they require and within it they will find any agent scripts you have configured. I have show my agent experience below with the pane enabled and expanded. This is a panel that shows in the right hand side of Omnichannel for Customer Service. At that point you will have it basically working, so looking into agent productively gains will be a useful next step.īefore you can use agent scripts you will need to enable the productivity pane. (Sorry.) Before looking into agent scripts you will have installed Omnichannel for Customer Service and configured at least one channel. I am assuming here that you already understand the basics of Omnichannel for Customer Service. (As an agent script can be used to trigger a macro.)
I’m covering the theory of agent scripts and macros in one post as I believe they are concepts that go hand in hand. In this post I will explore two of these …. Omnichannel for customer service contains a number of features to help improve agent productivity.