Script Designer

The Script Designer is a scripting tool that assists you in configuring call guides. and 2-way SMS campaigns.

The page displays three tabs: List, Form, and Report.

The List tab on the Script Designer home page provides the following information:

• Form: Displays the name of the form as a clickable link. Clicking on it will open the selected form in the Form tab for editing.

• Campaign Name: Indicates the campaign under which the form is created.

• Call Guide: Specifies whether the form is designed as a call guide. This column includes a checkbox, which is ticked if the form is set up as a call guide.

2-Way SMS

Note:

Currently, this feature is not supported in Webex Contact Center.

While all outbound campaigns support one-way SMS, defined in the Contact Strategy, the Script Designer allows for the design of 2-Way SMS campaigns. These campaigns send out text messages based on configurations and also receive replies. These replies can be utilized for making business decisions. Each SMS sent out is stored as a session, and users can configure the session timeout as required.

Any replies received within the configured timeout period are tagged to the original SMS, allowing business decisions such as sending more text messages or taking actions based on customer responses. However, any response received after the configured timeout period is not tagged to the original SMS as a reply. In case of an invalid response, the same question is re-sent as an SMS.

2-Way SMS Reports

Note:

Currently, this feature is not supported in Webex Contact Center.

The 2-Way SMS module comes with built-in reports that offer valuable insights into the performance of 2-Way SMS campaigns, considering parameters such as response time, completion time, and more.

• Campaign Level: This report populates the number of messages sent and received for the selected campaign. Additionally, it provides information on the number of messages sent and received categorized by SMS content.

• Campaign Session Details: This report showcases details for success, failed, completed, and in-progress SMS campaigns, both summarized and as separate reports for each.

• Average Completion Time: This report provides the average time taken to complete the session for contacts, along with contact session details.

• Average Response Time: This report displays the average time customers took to respond to a question, based on the input parameters provided.

Call Guide

A Call Guide is a feature that allows an Agent to view predefined questions to be asked or statements to be made when a call is connected. Depending on the answers received, the agent can choose to proceed to the next question or ask a supplementary question based on the previous response. Users have the flexibility to configure a set of questions, answers, and supplementary questions for agents to utilize during interactions. For more information, see Call Guide.