Contact Central SmartScript Developer

1. Contact CentralSmartScript Developer Contact Central Training Programme

2. Course objectives and prerequisites Today, you will learn: • How to usethe SmartScripts available in CC+LG • How to amend the SmartScripts available in CC+LG • How to create your own SmartScripts • Process definition • Service Level Agreement • Escalation process Course prerequisites: • Attendance to the CC+LG Administrator course

3. Course agenda • Introduction • Contact Central Overview • Solution Overview • Contact Central key benefits • Basic SmartScripting • User’s perspective • Key navigation elements • Expert Applet view • Create a SmartScript manually: • Questions • Pages • Scripts# • Intermediate SmartScripting 1 • Reusing existing questions • Standard Questions to reuse • Intermediate SmartScripting 2 • Export SmartScripts • Import exported SmartScipts • Advanced SmartScripting • Service Level Agreement definition • Escalation process • Beyond SmartScripting mastery • Conclusion

4. Introductions • Tell us a bit more about yourself: • Name, job role • What is your previous experience with call centres? • What is your experience with Business Processes? • What is your experience as an Application Developer? • Is there a particular question you want to be answered today? 1 2 3 4 5

5. Contact Central Overview Contact Central Origin Contact Central Local Government vertical

6. What is Contact Central? Contact Central is a solution that: • Manages several media in a single system(you will use it for calls, emails,… “I don’t need to run to the fax machine during my shift”)

7. What is Contact Central? Contact Central is a solution that: • Integrates phone and CRM capabilities (the caller is identified and its information retrieved before the Agent gets the call)

8. What is Contact Central? Contact Central is a solution that: • Uses VoIP (My PC is a phone that can make or receive calls from landlines / mobiles + cost effective +call recording )

9. Expensive Complex High Risk What is Contact Central? SMS Music On Hold / IVR Wallboard Messaging Web Server Agents Desktop PABX ACD CRM Database Call Recorder Call Centre Voicemail Telephone FAX Exchange Server No system island

10. What makes Contact Central different • CMR-switch integration already made: turnkeysolution • Productised approach: “natural” upgrades, cost effective

11. How Contact Central makes your job better… • Turn-key web-based solution: standard, easy to use, intuitive • Always multi-channel: a single tool for everything: simpler, easier • Actuate Reports: strong, robust analysis capability • Administration Platform: tune the system to your needs

12. The CC Local Government +OnPack • Service Effectiveness • Know the Customer • Knowledge Management • Improve Productivity • 123 ESD Processes • PID Categorisation • Process Design Support • Workflow Monitor • SLA Monitor • Escalation • Dynamic Forms

13. Technology Partners

14. Any questions before we get started?

15. Basic SmartScripting SmartScript mechanics Script entry First level script creation

16. Select the relevant: Department Service Area The appropriate LG script with the relevant values is selected Users’ perspective: ACTIVITIES / Enquiry view • Process • Sub-process

17. Click on the tabs below the top frame as needed Choose between: The Go SmartScript button : the enquiry is processed using the Script The Go Service Request button : the user goes to the Expert applet Users’ perspective: ACTIVITIES / Enquiry view

18. The Expert applet: Allows an Agent to go through the process without having to follow the SmartScript Lists all the key questions related to the process in a single view Allows experienced users to save time Users’ perspective: the ACTIVITIES / Expert view

19. Page Page Architecture of SmartScripts A SmartScript has 3 main levels for its entry: • Script • Page • Question Script Page Question 1 Question 2

20. Page Page Architecture of the SmartScripts • To create a Script, use a bottom-up appraoach: • Create the questions first • …then the pages, linking questions together • …then the script, linking pages Script Page Question 1 Question 2

21. Navigate to the SmartScript Administration area • Use the SITE MAP • Go to SmartScripts >> SmartScript Administration

22. Navigate within SmartScript Administration • Use the view dropdown list to choose the area you wish to work into

23. Navigate to the SmartScripts area • The SmartScripts tab provides the list of available Scripts • Unreleased scripts are also listed • Use the Description to match a Script between the SmartScripts and SmartScript Administration tabs

24. Creating scripts: step-by-step basics

25. 1 2 Create a Question • Go to SITE MAP >>SmartScript Administration >> Questions • Create a record

26. Creating a Question: More info tab • Name: technical name of the question • Answer type: format of the answer • Answer control: use it to obtain a dropdown list, checkbox or radio button (use “none” for free text) • Pick only: or radio button

27. Creating a Question: More info tab • Must answer: makes the answer optional or manda-tory • Default answer: the most frequent answer • Width: the most frequent answer • Height: the most frequent answer

28. Creating a Question: More info tab • Business Component fields: do not touch: only for developers

29. Creating a Question: More info tab • Save Answer Table: trasfers the entry to the Expert applet • SmartScript only: if the Go Service Request button is used, the question is not listed

30. Creating a Question: Translation tab • Create a record • Select English-American as language • Answer: enter the question text

31. Creating a Question: Answers tab, top applet • Number: the order in which options are displayed • Value: the answer SCROLL DOWN

32. Creating a Question: Answers tab, bottom applet For each value from the top frame, create a record: • Language: English-American • Answer: the answer that you want displayed

33. Create a Page, top applet • Click on New record in the top applet • Name: enter the Page name, respecting the naming convention • First question: pick the first question in the list SCROLL DOWN

34. Create a Page, bottom applet • Click on New record in the top applet • Language: English-American • Label: the page header that will be displayed CLICK ON THE DESIGNER TAB

35. Create a Page, Designer tab • Represent the Page process with the drag & drop: • “Sardin can” shape for questions • Arrow for the answers CREATE ALL THE PAGES

36. Create a Script, top applet • Click on New record in the top applet • Name: enter the Page name, respecting the naming convention (see next pages) • First page: pick the first page used in the script SCROLL DOWN

37. Create a Script, bottom applet • Click on New record in the bottom applet • Language: English-American • Label: the title displayed on the first page of the Script CLICK ON THE DESIGNER TAB

38. Create a Script, Designer applet • Represent the Page process with the drag & drop: • “Sardin can” shape for questions • Arrow for the answers CLICK BACK TO THE PROGRAMS TAB

39. Create a Script, Programs applet • 2 Siebel Visual Basic (Siebel VB) programs need to be associated to each script: • Script_Cancel The script is interrupted • Script_Finish The script is completed and closed • Copy / Paste the code from an existing Script CLICK BACK TO THE TRANSLATIONS TAB

40. Release the script • Right-click on the button of the Scripts applet • The Releaseoperation makes the Script available for picking in the ACTIVITIES / Enquiry view • Create appropriate List of values to make the Script pickable during an incoming call

41. List of values and naming convention • You must create a set of List of Values (LOVs) so that the SmartScript may be selected from the …/Enquiry view: Displayed in Type Seq. • Department CC_ACTION aa • Service Area CC_ACTION_ITEM bb • Process CC_ACTION_SUB cc • Sub-Process CC_ACTION_SR dd • Script naming convention: LGaabbccdd

42. Do it on paper first • Template: • Process flow with Questions • Questions details on a separated page

43. Script creation: step-by-step summary • Create the first Question • Record header • More Info tab • Translations tab • Answers tab • Top applet • Bottom applet • Create all the questions using the steps from 1 • Create the first Page • Record header link to the first Question • Translations tab • Designer tab: link Questions together • Programs tab: add Script_Cancel and Script_Finish • Create all the questions using the steps from 3 • Create the Script • Record header: link to the first Page • Designer tab: link Pages together • Release the Script • Create the List of values • Respect the naming conventions

44. First exercise