Symptom / Need
I want to understand the Diagram Scripting functionality in Wolkvox Manager and how it can be used to guide agent interactions with customers.

Context / Scenarios
Diagram Scripting is a tool within Wolkvox Manager that allows you to create custom scripts for contact center agents. These scripts are dynamic and are designed with elements such as questions, forms, and audio, facilitating guided, effective, and consistent interactions.

It is especially useful for:

• Minimize the impact of staff turnover.
• Increase the productivity of new agents immediately.
• Capture important data during customer service.

Answer (Solution/Recommendation)

1. Activation and configuration:
   • Access Diagram Studio within Wolkvox Manager.
   • Activate Diagram Scripting functionality to start designing scripts.
2. Script creation:
   • Define an initial question to start the interaction.
   • Add components like:
     • Open and closed questions: They allow obtaining specific information from the client.
     • Forms: To collect data such as name, ID, phone number, among others.
     • Audios: Useful to complement the interaction and guide the advisor.
   • Design routes based on customer responses, ensuring smooth navigation.
3. Using forms:
   • Set up specific fields, such as:
     • Data name (label).
     • Data type (text, number, selection, etc.).
     • Name of the variable where the information will be stored.
   • Create drop-down lists to offer multiple options to the customer.
4. Integration with external APIs:
   • Use the REST API component to connect to external services such as MySQL databases, Wolkvox CRM or any API on the Internet.
   • Configure:
     • Protocol (HTTP/HTTPS).
     • API URL.
     • Response format (JSON, XML, SOAP).
     • Variable where the API result will be stored.
5. Conditional logic:
   • Use the If Then component to define routes based on client responses.
   • For example: If a variable has the value "success", it directs the agent to the next corresponding action.
6. Script Navigation:
   • During the call, the agent follows the designed script.
   • You are presented with predefined questions, forms, and options.
   • Depending on the client's responses, the client advances along the established route or returns to a previous step using configured links.
7. Key Benefits:
   • New agents are immediately productive, reducing the impact of staff turnover.
   • Efficient capture of relevant data during customer service.
   • Consistency in managing interactions, improving the quality of service.
   • Integration with external APIs to enrich script information.

Additional Tips:

• Use HTML tags to enhance your script presentation with visual elements such as line breaks, colors, and images.
• Add links in the script to make it easier to navigate and repeat steps as needed.