SpitFire Help Desk :: Agent Scripting in SPD

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Agent Scripting in SPD - Basic

Setting Up A Simple Agent Script for SpitFire Predictive

The SpitFire Agent software can pop-up a script window that the agent can read from to help make their pitch to the customer.

This pop-up window is basically an Internet Explorer shell that can have your script displayed within it. Our demo script is a document located in the C:\Agent\Scripts folder of each Agent station.

This article describes how to set up a basic script file that can be used by all of the Agents.

1. The first step is to create your document with the information you want your Agents to read.

2. Then we want to save this file as a Web Page.

3. When you click on Save As Type, select Web Page from the drop down menu.

4. And name the file "intro". The reason for this is that we can copy this file over the existing demo script with the same name and not have to change any of the settings at the dialer.
You can copy and paste this file into the C:\Agent\Scripts\ folder on each station and it will replace the older file.

Setting up a basic Response Script

Another option for agent script making is to have a "response script" of sorts where the agents can click on a different links to bring them to response pages based on how the customer is responding to the pitch.
Basically this involves creating more pages in Word, saving them as Web Pages and then linking to them within the pages.

1. In this example, we first highlight the word we want to link to another page, for instance, "Yes", if the customer responds positively to the Agent's question.

2. Now you will click on the Insert Hyperlink icon to change this word to a hyperlink that can point to another page.

3. That will bring up the Edit Hyperlink window and you can either point to an actual URL or just select another htm file that would be the response page for a person answering Yes to your previous page.