When the agent is working through a script, a toolbar is shown at the top of the screen. This enables the agent to go back and forward through the script, transfer the script and call to another agent, spell check the content of the script fields, and view FAQs as entered by the script builder/supervisor. The toolbar can be disabled, on a page by page basis, if required. See Disable Agent Toolbar Elements.
Home
Go back to the home/start page of the script. Any data entered is retained and will be available to the agent as they work back through the script.
Takes the user to the wrap/penultimate page in order that they can choose a disposition/outcome and close the script without creating an incomplete script run. Agents should never close a script using the X in the top right hand corner to close the Internet Explorer window as this will be dealt with as if their browser had crashed and will result in an Incomplete Script Run. Note for scripters - Clicking the Hang Up button takes the agent to the page identified as the "Penultimate Page" in page properties.
Opens the Transfer Call window which allows the user to select an operator to transfer the call to.
All data entered by the transferer will be received by the transferee.
The call will not automatically pop once transferred. The receiving agent has to click the [Trans] link to view scripts that have been transferred to them by another agent.
