Configuring script adherence

Consider a scenario where a customer, Sara Connor, calls the support center and says that she wants to update her home address. You want the CSR to respond using the assigned scripts.

To achieve this outcome, you configure the script adherence setting for the Account Address Change form dialogs.

You log into Pega Customer Service as an administrator.

In the Interaction Portal, start a demo screen pop with Sara Connor. The case starts with a standard greeting script. Start an Address Change case.

The first Address change dialog displays.

To set script adherence for this address change dialog, select Configuration > Tools. The Configuration tools screen appears.

On the Dialogs tab, you can see that the greeting is set for script adherence. This dialog must be delivered verbatim.

As a CSR continues to process the case, the next address change form dialog shows another script. In the example, the verbatim setting is enabled.

You can toggle the setting for any dialog in the case flow. You can determine that some scripts should be said verbatim, while others are less critical and do not need monitoring.

You continue processing the example case. For each dialog, you can view the verbatim setting by selecting Configuration > Tools.

Complete the case to save the changes.

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