Paragraph verbatim control

You use the script adherence controls to ensure that the CSR adheres to the text that you've entered in dialogs. The dialog text is displayed at the top of the current customer interaction. For example, when the interaction starts, the script displays "How can I help you today, Mr Brown?"

In addition to the script dialogs, you can use the Verbatim paragraph control to ensure adherence to paragraphs that appear within the forms displayed during an interaction. You can configure text from a Paragraph rule to appear on any section of a form. For example, in the Address change form, you could display the text: "Please confirm that Cambridge is still your city of residence." The following figure shows an example of how the verbatim paragraph control can be used.

For information on configuring a Paragraph rule and setting up verbatim paragraph control, see Configuring verbatim paragraphs.