Adding Confirmation Messages to Call Center Scripts

Another recent goodie in the Zingtree arsenal of Call Center Agent tools is the new Require Confirmation to Continue option. If you’ve ever been on a call, and the agent says “This call may be recorded for quality assurance purposes”, then you can see how this is helpful.

Agent’s View

On the agent side, they will see this:

confirmation_message_user

Clicking the checkbox will activate the Continue button, and the agent can proceed with the script.

Author’s View

On the publishing side, when in Overview, Edit Node, any question node will show this Require Confirmation to Continue option:

confirmation_message1

Click the checkbox, and a message option appears:

confirmation_message2

The message appears as a part of the agent script, and it must be clicked upon for the agent to proceed. Pretty handy, eh?

If you have any questions, please reach out to us!

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