Script navigation button view (for example, hidden) can be changed using the Toolbar Buttons control
4.5.29
Enhancement
Functionality is extended to CT controls
4.5.31
Enhancement
Activity button displays script timer (when script is running)
4.5.40
This screen displays once a script has popped (launched), and/or logged into a Communication Provider. Please note that some buttons may not appear or be active depending on the integration. For specific integration information please follow the links at the bottom of this page.
All button functions are described below. Each of the buttons visibility and availability can be controlled by using the Toolbar Controls.
Options will vary depending on the integration and settings. Examples of Actions include an agent being able to select the campaigns they wish to attach to, or detach from, as well as logout from the dialler.
Allows messages to be sent to specific agents, groups or everyone. The message displays across the top of the screen. See Agent Messaging for more information.
Allows the agent to move from one activity to another (for example, if completing an email script, an incoming call would pop a new script. The activity button allows them to move from one script to the other when required).
As from version 4.5.40 this button also displays a script timer (when the script is running).
Users will able to see how long an interaction has been active for as well as being able to disconnect specific interactions.
Note that a script on it's own will just show the script activity. Within a script activity, there may or may not be a connected call or interaction.
By default, all activities in the toolbar must be completed before the user status will be changed back to "available". Some telephony integrations allow the programmatic changing of agent status at the end of a specific script regardless of whether other activities remain in the toolbar.
Allows agent to view script and, if appropriate, campaign/call list information. Variables and script fields can also be set to view through a script run. This function is usually used by technical support teams when troubleshooting, rather than an agent.
Allows agent to transfer script to other user. The receiving agent will receive a notification of the transfer via toast popup on their agent desktop and alert in the task management popup. Call is transferred separately. As from version 4.5.30 transferred scripts will appear in the toast popup alert in the Agent Desktop.
