A script is a pre-set dialogue between an agent and a client. Using a script increases the efficiency and effectiveness of the agents’ communication.
In Enthu.AI you can set a theme for any team. These themes (scripts) have keywords in them that are identified by Enthu.AI and are used to evaluate the Agents’ performance.
To add a Theme in Enthu.AI, follow the steps given below:
Login to your Enthu.AI account.
From the navigation menu in the left pane, please click on the ‘Manage’ option and a drop-down menu will appear.
Click on the ‘Themes’ option on the drop-down menu.
On the Call Theme Manager page, click on ‘Create a new Theme/Script’ on the bottom left side of the screen.
A pop-up will appear. Name your theme and assign it to a Team.
Click on the 'Create a Theme’ option to save.
Once your Theme is created, you need to create Moments in the theme. Click on the ‘Create a Moment’.
A popup will appear. Enter the Moment’s group, name, and enter the keywords of that Moment. Choose whether you want this moment to be considered for the script compliance score.
Click on ‘Create Moment’ to save.
Check out this detailed video on how to create themes:
You need to have a Theme for all of your Teams otherwise the evaluation process won’t work.
You can have Moments that should and/or shouldn't happen during the call/conversation.
Script compliance score is a tool used to measure the effectiveness of an Agent in following the script. It is not necessary for all the Moments created to happen in every call/conversation, so you may or may not choose to consider moments for calculating script compliance score.
To learn more about Themes, click here:
To learn more about Moments, click here: