Enable Agent Script in Omnichannel for Customer Service
As part of a series of blogs on Omnichannel for Customer Service, I will explain the process and best practices to follow when creating Script, Macros or Smart Assists. The productivity pane in Omnichannel for Customer Service enables you to display the Agent Guidance control. You can configure Agent Script and Smart Assist to show agents how to initiate a chat.
Let’s create a Script for agents:
- Sign in to Dynamics 365 and click Omnichannel Administration.
- Under Agent Experience, click Agent Scripts.
- On Agent Scripts, click +New
- Enter Name, Select Language and Save.
- Click +New Agent Script step to add the script steps to follow.
6. Enter Name. Select Script, Order and Action type — Script, Text or Macro—and Save.
7. Repeat Step 6 to add steps such as Verify Customer and Create New Case in Agents Script. Also, enter Order for each Script step.
8. Enable the Productivity Pane under Agent Experience. You can also set the default mode to either Collapsed or Expanded.
9. Initiate a chat from a Portal and accept the chat request.
10. You will see a Productivity Pane added on the Customer summary form and the default you’ve selected — Collapsed or Expanded.
12. Click on the Arrow icon and follow the Agent guidance/script and mark as completed once the task is done.
13. A little green check mark will indicate when a step is completed.
You can create multiple Scripts, i.e: Opening a chat and Closing a chat.
Best Practices to follow for the Productivity Pane and Smart Assists:
If you don’t create agent scripts or smart-assist cards and you enable the productivity pane, users won’t see the pane in Omnichannel for Customer Service.
Remove the agent script control if you’ve customized a form to add agent script. If you don’t remove the agent script control, agents will see the agent script control in the form, and also in the productivity pane.
Click here to understand and create an automated task using a macro.
