When using Microsoft’s Omnichannel for Customer Service we can use agent scripts to offer prompts to agents or trigger productivity macros. In this post I will explain how (and why) we might want to automatically start different scripts in different scenarios.
Note: In this post I will give some background on agent scripts and macros. But the focus will be how we can conditionally load…
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Omnichannel for Customer Service – Conditional Agent Scripts
When using Microsoft’s Omnichannel for Customer Service we can use agent scripts to offer prompts to agents or trigger productivity macros. In this post I will explain how (and why) we might want to automatically start different scripts in different scenarios.
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