Previously we had enabled the use of variables in the scripters that run on campaigns. In order to fulfill various workflow requirements and achieve different use-cases, we now introduce the use of variables in queue scripters that are triggered in manual inbound and/or outbound calls. In this way, the agents will be able to see various data in scripter texts, making queue scripters more dynamic and useful. Besides these variables can be sent to web services via the POST button.
You can insert call and agent variables in your scripter texts for places where the value for that particular text keeps changing by typing $[variable_name]. The variable will change specific to each call, making your scripter texts very dynamic.
Use Case:
Consider that it is crucial for your organization to have your agents say their names when they greet a customer on the call. You can write a scripter text just like the one below:
“Hello, my name is $agent ! How may I help you?”
With typing the phrase $agent the system automatically inserts the name of the agent on the call. For example, if John Doe is answering the call the text on his screen will look like this:
“Hello, my name is John Doe! How may I help you?”
Note: On top of making the text dynamic, inserting variables to scripter texts helps you send them in a request to an API you specified in the POST button that you defined in the scripter menu.
Available Variables:
Variable Name | Description |
$agent_nickname | The nickname that is given to the agent in the user record. |
$agent_email | Agent’s email address as defined on the user record. |
$agent | Agent’s name as defined in the user record. |
$agent_location_name | Agent’s location as defined in the user record. |
$agent_customid | Agent’s special ID as defined on the user record. Used to specify the agent across platforms and in the reports. |
$call_calldate | This represents the beginning date and time of the call. Date uses yyyy-mm-dd (year/month/day) and time uses hh:mm:ss (hour/minute/second) formats. |
$call_talkdate | This represents the answer date and time of the call. Date uses yyyy-mm-dd (year/month/day) and time uses hh:mm:ss (hour/minute/second) formats. |
$call_calledid | This is the number that is being called. |
$call_calledid | This is the number that is making the call. |
We hope that the use of system variables in queue scripters will help your company in call handling and other use-cases.
Please do not hesitate to contact us with your suggestions or questions.