{"id":6191,"date":"2026-04-09T15:56:02","date_gmt":"2026-04-09T13:56:02","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=6191"},"modified":"2026-04-09T15:56:03","modified_gmt":"2026-04-09T13:56:03","slug":"scripts-use-them","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/scripts-use-them\/","title":{"rendered":"Scripts – Use them"},"content":{"rendered":"\n
\"L\u2019attribut<\/figure>\n\n\n\n

[Reading time: 3 minutes<\/em>]<\/p>\n\n\n\n

Overview<\/h2>\n\n\n\n

The Scripts<\/strong> module is part of the Quality Management module in the Banner. It provides agents with structured question-and-answer guides during voice and messaging interactions, helping them follow a consistent conversation flow.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Scripts are built as decision trees: each question can branch into different follow-up questions depending on the agent’s response. At the end of the script, final question(s) allow the agent to complete a summary or wrap-up. All answers are saved automatically for reporting purposes.<\/p>\n\n\n\n

Note: Scripts are created and configured in the Maker. This article focuses on using scripts in the Banner. For script configuration, see Scripts (Maker)<\/a>.<\/em><\/p>\n\n\n\n

1. Prerequisites<\/h2>\n\n\n\n

To use scripts in the Banner, the following conditions must be met:<\/p>\n\n\n\n

    \n
  • Smart licence<\/strong> \u2014 scripts require the Smart licence.<\/li>\n\n\n\n
  • Script <\/strong>access \u2014 the parameter must be set to Yes in your active profile.<\/li>\n\n\n\n
  • A script must be assigned to the distribution queue<\/strong> or voice campaign<\/strong> handling your interactions.<\/li>\n<\/ul>\n\n\n\n
    \"\"<\/figure>\n\n\n\n

    Scripts are available for voice<\/strong> and messaging<\/strong> interactions only.<\/p>\n\n\n\n

    2. How scripts are displayed<\/h2>\n\n\n\n

    When an interaction is distributed, the script assigned to the queue or campaign is automatically presented in the Banner.<\/p>\n\n\n\n

    The script guides you through a series of questions. Each question may include:<\/p>\n\n\n\n

      \n
    • Question text<\/strong> \u2014 the main question to ask or follow.<\/li>\n\n\n\n
    • Suggestion<\/strong> \u2014 an optional hint displayed alongside the question to help you formulate your response.<\/li>\n<\/ul>\n\n\n\n

      3. Progressing through a script<\/h2>\n\n\n\n

      3.1 Answering questions<\/h3>\n\n\n\n

      For each question, select the appropriate answer from the available options. Your answer determines the next question in the flow, based on the branching logic defined in the script.<\/p>\n\n\n\n

      \"\"<\/figure>\n\n\n\n

      Continue answering until you reach the end of the tree.<\/p>\n\n\n\n

      3.2 Final Question<\/h3>\n\n\n\n

      Once you have completed all the branching questions, final question(s)<\/strong> may be displayed. These are wrap-up or summary questions that appear at the end of the script, regardless of the path taken through the tree.<\/p>\n\n\n\n

      \"\"<\/figure>\n\n\n\n

      Answer all final questions to complete the script.<\/p>\n\n\n\n

      3.3 Script completion<\/h3>\n\n\n\n

      The script is marked as completed<\/strong> when:<\/p>\n\n\n\n

        \n
      1. You have reached the last question in the tree (no further branches available for your selected response).<\/li>\n\n\n\n
      2. All final questions have been answered.<\/li>\n<\/ol>\n\n\n\n

        If you do not complete all questions or final questions, the script is saved as incomplete<\/strong>.<\/p>\n\n\n\n

        Your answers are saved automatically to the system when you finish.<\/p>\n\n\n\n

        4. Viewing script answers<\/h2>\n\n\n\n

        The script answers section allows you to review completed and incomplete script sessions.<\/p>\n\n\n\n

        \"\"<\/figure>\n\n\n\n

        4.1 Access and visibility<\/h3>\n\n\n\n

        Access to script answers depends on your role:<\/p>\n\n\n\n

          \n
        • Agents<\/strong> can only view their own script answers.<\/li>\n\n\n\n
        • Managers<\/strong> can view the answers of users in their managed teams.<\/li>\n\n\n\n
        • Administrators<\/strong> can view all script answers.<\/li>\n<\/ul>\n\n\n\n

          4.2 Filters<\/h3>\n\n\n\n

          You can refine the list using the following filters:<\/p>\n\n\n\n

            \n
          • Script<\/strong> \u2014 filter by script name.<\/li>\n\n\n\n
          • Advisor <\/strong>\u2014 filter by agent.<\/li>\n\n\n\n
          • Queue<\/strong> \u2014 the associated queue.<\/li>\n\n\n\n
          • Voice campaign <\/strong>\u2014 the associated campaign.<\/li>\n\n\n\n
          • Direction<\/strong> \u2014 filter by incoming or outgoing.<\/li>\n\n\n\n
          • Flow<\/strong> \u2014 filter by voice or messaging.<\/li>\n\n\n\n
          • Interaction IDs <\/strong>\u2014 you can find them in the interaction history module, for example.<\/li>\n<\/ul>\n\n\n\n

            4.3 Sorting<\/h3>\n\n\n\n

            The list can be sorted by:<\/p>\n\n\n\n

              \n
            • Creation date.<\/li>\n\n\n\n
            • If the script was completed or not.<\/li>\n\n\n\n
            • The associated queue (if relevant).<\/li>\n\n\n\n
            • The associated voice campaign (if relevant).<\/li>\n\n\n\n
            • The advisor who filled the script.<\/li>\n\n\n\n
            • The associated script (with a Maker link).<\/li>\n\n\n\n
            • Flow.<\/li>\n\n\n\n
            • Direction.<\/li>\n<\/ul>\n\n\n\n

              4.4 Answer details<\/h3>\n\n\n\n

              Click on a script answer to view the full details, including:<\/p>\n\n\n\n

                \n
              • Each question with the response selected by the agent.<\/li>\n\n\n\n
              • Final question answers.<\/li>\n<\/ul>\n\n\n\n

                5. Scripts in voice campaigns<\/h2>\n\n\n\n

                When a voice campaign has multiple scripts<\/strong> assigned, the system automatically selects which script to present to the agent based on a weighted rotation<\/strong>. Each script is assigned a weight (charge), and the system distributes scripts proportionally, selecting the one with the lowest usage ratio.<\/p>\n\n\n\n

                This ensures a balanced distribution of scripts across campaign interactions.<\/p>\n","protected":false},"excerpt":{"rendered":"

                [Reading time: 3 minutes] Overview The Scripts module is part of the Quality Management module in the Banner. It provides agents with structured question-and-answer guides during voice and messaging interactions, helping them follow a consistent conversation flow. Scripts are built as decision trees: each question can branch into different follow-up…<\/p>\n","protected":false},"author":3,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[],"ht-kb-tag":[],"class_list":["post-6191","ht_kb","type-ht_kb","status-publish","format-standard","hentry"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6191","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=6191"}],"version-history":[{"count":5,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6191\/revisions"}],"predecessor-version":[{"id":6327,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6191\/revisions\/6327"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=6191"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=6191"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=6191"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}