The agent script substitution allows the agent user to toggle between varying scripts such as bilingual scripts or differing scripts based on pre-defined criteria. COS can support multiple substitutions in a single script.
- Add Substitution - Adds a new script substitution
- Tag - this defines the substituted script
- Agent (Label) - this defines the substitution button located in the agent script
- Initial - this determines whether the original script or the substituted script is initially displayed to the agent
An agent script substitution can be added on the Edit Script Opening page. In this example we are adding a Spanish translation to the script.
The first step is to define the substitution fields. The "Tag" field will be defined as "spanish" so that the script knows which substitution to populate in place of the original. The "Agent" will be defined as "Spanish Script" so that the substitution button in the agent script is clearly labeled when toggling between the English and Spanish translations. And the "Initial" field will be defined as "False" so that the original script will populate on the agent screen initially.
Now that the substitution fields have been defined the script needs to be inputted. The original script and subsequent translation must be formatted so that COS can distinguish between the two scripts. This will require some minor coding on the part of the manager user. The coding will look like this:
INSERT ORIGINAL SCRIPT HERE
{