Configure dynamic scripting workflows for queues (Edify Console)
This article explains how to configure dynamic scripting workflows for queues in Edify Console.
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In Edify Console, the Dynamic Scripting Workflows container located within the Queue workspace is where you connect a single scripting workflow experience to the queue. Queue users managing interactions in this queue can use the scripted experience to guide themselves during a live customer interaction.
When a scripting workflow is configured to this container, the script tab populates in the tabs panel of an interaction. Queue users managing interactions in this queue now have access to a smart routing experience that moves them through a series of prompts and data collection forms. These forms are dynamic which means the script advances based on the customer’s response.
Scripting is a valuable feature to have for your queue users but is not required, so this is an optional container when configuring a queue’s settings. Before configuring this container, build a scripting workflow that helps guide your queue users through live customer interactions. Some reasons for using a script include: creating a consistent experience, setting standard troubleshooting steps, compliance, supporting new hires who are not familiar with all of the products, and more.
Building a scripted workflow
Before connecting a script to the queue, you first need to build a scripting workflow. This is a workflow that contains several Dynamic Scripting modules linked together. Together, these linked modules create one large script.
During an interaction, queue users can open this script from an active interaction in queues configured to run scripted experiences. In the script tab, they can read or type the scripted prompt to the customer. Once the customer responds, the queue user enters that response into the script which triggers the workflow to advance to the next module. This repeats until the final script prompt is presented.
Keep in mind that your scripting workflow likely contains several Dynamic Scripting modules linked together to create a single smart script. Once you’ve built the scripting workflow, connect it to a queue by using the Dynamic Scripting Workflows container.
Workflow (A): The Workflow menu is where you can select a specific scripted workflow to connect to the container. Specifically, you should only select a published workflow that uses Dynamic Scripting modules here.
Version (B): The Version menu is where you define which version of the selected workflow is active. This menu changes based on the selection made in the Workflow menu.
Delete (C): The delete button removes the scripting workflow from the selected queue. By deleting these settings, queue users managing interactions in this queue are no longer able to engage with the dynamic, scripted workflow experience.
2. Navigate to Queues > Queues.
3. Select the queue you want to configure the dynamic scripting workflow for.
4. Navigate to the Dynamic Scripting Workflows container.
5. Click the pencil icon in the top-right corner of the container.
6. Choose a workflow in the Workflow column and a version in the Version column.
7. Click the Save button to save your changes, the trash can icon to delete the dynamic scripting workflow, or the x button to cancel.