Script Designer

Use the Script Designer to design scripts for Syntelate XA.

What’s a Script?

A script tells agents what to say and do during a call. It also defines the different paths that the call can go down. For example, a script might branch into two or more possible paths based on how the customer responds to a question.

To progress in a script, an exit condition must be met, such as a radio button being clicked by the agent.

Once you’ve designed a script, add it to a desktop. A script itself is made up of one or (usually) more Script Controls. Data entry elements are the most common type of script control; you use data entry elements to instruct the agent what to do or say at each point in the call.

The following screenshot shows what a script looks like when it is being designed: