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Call Scripts

Go toΒ Settings β†’ Call Scripts to set up your call scripts. You can use these to create records for your call campaigns.

Tip

Custom Call Scripts

You can also set up Custom Call Scripts to distribute custom activities in queues and to work with custom fields in your custom activities.

Create a New Call Script/Edit Call Script

Field Description
Title Enter the name of the call script.
Description Enter description.
Queue Select the primary queue the call script will be associated with.
Autofocused tab Select which tab will be autofocused when you open the record.
Save your Record.

Set up Your Form Field Layout – Call Script

To set up a form for your record, click Change in the Form column. The Call script form will open.

The form builder and custom fields work the same across Daktela β€” see Custom Fields & Forms for the complete guide: layout, default values, field types and option editing.

Info

Call scripts have their own set of custom fields, separate from the one shared by Tickets and CRM. The fields work the same way β€” they are just stored separately.

Set up Relations

Click the Relation that you want to set up in the Relations column and follow the instructions below.

Databases

You can use databases to group your campaign records. Click Databases in the Relations column. Click Add new to create a new database. The table displays the number of Free, Rescheduled and Total records in it. Use the toggle switch to Activate or Deactivate the database. When deactivated, campaign queues will stop dialling the records contained in the database. If select Mix records from multiple databases in your queue settings, records will be loaded from all databases using the ratio you set up. Records that are not in a database have a Priority of 5 and a Mixing ratio of 5. You can set up Priority and Mixing ratio in creating a new database or clicking the button Edit .

Warning

Records that have already been called and have aΒ Next call time set will be called at that time regardless of whether the database is active or not.

Tip

Databases are only visible for certain queue types:

  • Preview campaign (manual).
  • Progressive campaign.
  • Predictive campaign (dialler). The call script must be assigned to the correct queue type.

Tabs

Check the tabs with an external URL that will be displayed in tickets in the category. You can add a new tab or manage your tabs here, or you can go to Settings β†’ Workflows β†’ Tabs to manage your tabs. Save your tab settings.

Use Your Call Script in a Queue

Go to Settings β†’ Routings β†’ Queues and open the queue with which you want the form to be used. In the Forms section of the queue details, enable the record form under Use record form. Save your queue. In the Queue list, click Form in the Relations column of your queue, then select the record form you wish to use with this queue. If you select multiple forms, they will automatically be rotated. Save your record form selections. In the Queue list, clickWidget scheme settings in the Actions column of your queue, then add the Record form widget to the widget scheme. Save your widget scheme. Your record form is now set up and agents will be able to use it to create records.

Records, Call Scripts, Forms, Databases, Queues – How Are They Linked?

This example demonstrates the process of setting up and calling a Progressive Campaign.

Tip

The setup of all campaign types is the same until the record reaches the Campaign queue.

schema-records-en.jpg

Administrator

The Administrator sets up the whole campaign "infrastructure" in Daktela by creating the following:

  1. A Call Script. A call script contains one or more forms that contain fields for entering information. It can contain databases used to segment records in the call script.
  2. A campaign queue. The queue is paired with the call script and is used to call records contained in it.

Team Leader

The Team Leader uses the infrastructure set up by the Administrator to get the campaign ready for being called. The Team Leader takes the following steps:

  1. Creates records with the call script. They fill out a phone number in the corresponding form field. Depending on the objective of the campaign, they may also fill out other fields. This is usually done using a bulk import.
  2. Activates and deactivates call script databases and campaign queues to manage when each set of records is called.
  3. After the records are called, they evaluate the campaign.

Agent

The Agent calls the records that the Team Leader has set up for them. The Agent takes the following steps:

  1. Logs in to a campaign queue and dials a call to a customer.
  2. If the customer is reached, the Agent fills out the form (that the Administrator set up in the call script) and saves the record. The Record's action is set to Done and it will not be called again.
  3. If the customer is not reached, the record is rescheduled for later or, if Max. repeat attempts has been reached, its action is set to Done and it will not be called again – see How do different campaigns work? for an in-depth description.

Warning

The roles above are a typical example. Each contact centre may have its roles and responsibilities set up differently but the underlying process staysΒ the same.