About the Employee’s Screen

The agent’s interface to SmartScript is part of the standard Siebel Web client. The screen consists of a standard explorer view that allows the user to navigate through the script, and the SmartScript Player where the SmartScripts are displayed.

If a script is not launched by an incoming phone call by way of Siebel CTI, or called by Siebel VB or Siebel eScript, the agent must click the SmartScript screen tab to invoke SmartScript. When an agent opens Siebel SmartScript, a list appears from which the agent clicks a hyperlink to select a script and a language. Only active scripts that have been translated into the selected language and are valid for the user’s organization are displayed.

After a script has been opened, users can read or answer questions, move to the next or previous set of questions, cancel or finish a script, or finish it if they want to restart it later.