Contact Central SmartScript Developer

Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres

Contact CentralSmartScript Developer

Contact CentralTraining Programme


Course objectives and prerequisites

Today, you will learn: How to use the SmartScripts available in CC+LG How to amend the SmartScripts available in

CC+LG How to create your own SmartScripts

¬ Process definition¬ Service Level Agreement¬ Escalation process

Course prerequisites: Attendance to the CC+LG Administrator course


Course agenda

Introduction

Contact Central Overview¬ Solution Overview¬ Contact Central key benefits

Basic SmartScripting¬ User’s perspective¬ Key navigation elements¬ Expert Applet view¬ Create a SmartScript manually:

o Questionso Pageso Scripts#

Intermediate SmartScripting 1¬ Reusing existing questions¬ Standard Questions to reuse

Intermediate SmartScripting 2¬ Export SmartScripts¬ Import exported SmartScipts

Advanced SmartScripting¬ Service Level Agreement

definition¬ Escalation process

Beyond SmartScripting mastery

Conclusion


Introductions

Tell us a bit more about yourself: Name, job role What is your previous experience with call

centres? What is your experience with Business

Processes? What is your experience as an Application

Developer? Is there a particular question you want to be

answered today?

11 22 33 44 55


Contact Central Overview

Contact Central Origin Contact Central Local Government vertical


What is Contact Central?

Contact Central is a solution that: Manages several media in a single system

(you will use it for calls, emails,… “I don’t need to run to the fax machine during my shift”)



Contact Central is a solution that: Integrates phone and CRM capabilities (the

caller is identified and its information retrieved before the Agent gets the call)



Contact Central is a solution that: Uses VoIP (My PC is a phone that can make or receive calls

from landlines / mobiles + cost effective +call recording )


Expensive

Complex

High Risk

No system island

Call CentreVoicemail

Telephone

CRMDatabase

FAXCall Recorder

Exchange Server

Music On Hold /MessagingWallboard

IVR

ACD

Web Server

PABX

Agents Desktop


SMS


What makes Contact Central different

CMR-switch integration already made: turnkey solution

Productised approach: “natural” upgrades, cost effective


How Contact Central makes your job better… Turn-key web-based solution:

standard, easy to use, intuitive

Always multi-channel: a single tool for everything: simpler, easier

Actuate Reports: strong, robust analysis capability

Administration Platform: tune the system to your needs


The CC Local Government +OnPack

Service Effectiveness Know the Customer Knowledge Management Improve Productivity 123 ESD Processes PID Categorisation Process Design Support Workflow Monitor SLA Monitor Escalation Dynamic Forms


Technology Partners


Any questions before we get started?


Basic SmartScripting

SmartScript mechanicsScript entry

First level script creation


Users’ perspective: ACTIVITIES / Enquiry view

Select the relevant: ¬ Department¬ Service Area

The appropriate LG script with the relevant values is selected

¬ Process¬ Sub-process


Users’ perspective: ACTIVITIES / Enquiry view

Click on the tabs below the top frame as needed

Choose between:¬ The Go SmartScript button : the enquiry is

processed using the Script¬ The Go Service Request button : the user goes to

the Expert applet


Users’ perspective: the ACTIVITIES / Expert view

The Expert applet: Allows an Agent to go through the process

without having to follow the SmartScript Lists all the key questions related to the

process in a single view Allows experienced users to save time


Architecture of SmartScripts

A SmartScript has 3 main levels

for its entry: Script Page Question

PagePage

Question 1Question 1


PagePage

PagePage

ScriptScript


Architecture of the SmartScripts

To create a Script, use a bottom-up appraoach: Create the questions first …then the pages, linking

questions together …then the script, linking

pages PagePage



PagePage

PagePage

ScriptScript


Navigate to the SmartScript Administration area Use the SITE MAP Go to SmartScripts >> SmartScript

Administration


Navigate within SmartScript Administration Use the view dropdown list to choose the area

you wish to work into


Navigate to the SmartScripts area

The SmartScripts tab provides the list of available Scripts

Unreleased scripts are also listed Use the Description to match a Script

between the SmartScripts and SmartScript Administration tabs


Creating scripts: step-by-step basics


Create a Question

Go to SITE MAP >>SmartScript Administration >> Questions

Create a record

11

22


Creating a Question: More info tab

Name: technical name of the question Answer type: format of the answer Answer control: use it to obtain a dropdown

list, checkbox or radio button (use “none” for free text)

Pick only: or radio button



Must answer: makes the answer optional or manda-tory

Default answer: the most frequent answer Width: the most frequent answer Height: the most frequent answer



Business Component fields: do not touch: only for developers



Save Answer Table: trasfers the entry to the Expert applet

SmartScript only: if the Go Service Request button is used, the question is not listed


Creating a Question: Translation tab

Create a record Select English-American as language Answer: enter the question text


Number: the order in which options are displayed

Value: the answer

SCROLL DOWN

Creating a Question: Answers tab, top applet


For each value from the top frame, create a record:

Language: English-American Answer: the answer that you want displayed

Creating a Question: Answers tab, bottom applet


Click on New record in the top applet Name: enter the Page name, respecting the

naming convention First question: pick the first question in the

list

SCROLL DOWN

Create a Page, top applet


Click on New record in the top applet Language: English-American Label: the page header that will be displayed

CLICK ON THE DESIGNER TAB

Create a Page, bottom applet


Represent the Page process with the drag & drop:¬ “Sardin can” shape for questions¬ Arrow for the answers

CREATE ALL THE PAGES

Create a Page, Designer tab


Click on New record in the top applet Name: enter the Page name, respecting the

naming convention (see next pages) First page: pick the first page used in the

script

SCROLL DOWN

Create a Script, top applet


Click on New record in the bottom applet Language: English-American Label: the title displayed on the first page of

the Script

CLICK ON THE DESIGNER TAB

Create a Script, bottom applet


Represent the Page process with the drag & drop:¬ “Sardin can” shape for questions¬ Arrow for the answers

CLICK BACK TO THE PROGRAMS TAB

Create a Script, Designer applet


2 Siebel Visual Basic (Siebel VB) programs need to be associated to each script:¬ Script_Cancel The script is interrupted¬ Script_Finish The script is completed

and closed

Copy / Paste the code from an existing Script

CLICK BACK TO THE TRANSLATIONS TAB

Create a Script, Programs applet


Release the script

Right-click on the button of the Scripts applet

The Release operation makes the Script available for picking in the ACTIVITIES / Enquiry view

Create appropriate List of values to make the Script pickable during an incoming call


List of values and naming convention

You must create a set of List of Values (LOVs) so that the SmartScript may be selected from the …/Enquiry view:

Displayed in Type Seq.¬ Department CC_ACTION aa¬ Service Area CC_ACTION_ITEM bb¬ Process CC_ACTION_SUB

cc¬ Sub-Process CC_ACTION_SR dd

Script naming convention: LGaabbccdd


Do it on paper first

Template: ¬ Process flow with Questions ¬ Questions details on a separated page


Script creation: step-by-step summary1. Create the first Question

Record header More Info tab Translations tab Answers tab

– Top applet– Bottom applet

2. Create all the questions using the steps from 13. Create the first Page

Record header link to the first Question Translations tab Designer tab: link Questions together Programs tab: add Script_Cancel and Script_Finish

4. Create all the questions using the steps from 35. Create the Script

Record header: link to the first Page Designer tab: link Pages together Release the Script

6. Create the List of values Respect the naming conventions


First exercise

Documents

Contact Central SmartScript Developer