PureCloud Contact Center CH4 Scripting

Question 1

What are script used for?

Answer 1

Provide screen pop in for users that display information. Can be used with email, webchat, and other interactions

Question 2

What are the two types of script?

Answer 2

Inbound and Outbound script

Question 3

Inbound Script

Answer 3

Information is passed by the Architect that the script will use to display on the agent UI

Question 4

Outbound Script

Answer 4

Scripts used by the outbound campaign and assigned via the Campaign Management. It tells the agent what to say and provides the controls and input fields for processing the call. Information is displayed from a contact list uploaded from the script editor and updates the contact information with the information from the agent.

Question 5

What can you add with a script?

Answer 5

Text, button, dropdown, link, web page, image, time, markdown, contact list, input, radio and checkbox