Overview
Q Scripts is a feature within the Sharpen platform that displays contextual, real-time information to agents based on the queue an interaction is routed through. Scripts can be tailored to specific skills, allowing the right information to appear for the right interaction, such as details about active promotions, product-specific handling instructions, or event information agents can reference or share with customers. Q Scripts also support dynamic personalization by automatically populating variables from the customer's profile.
Q Scripts are assigned on a per-skill basis. For information on creating Q Skills, refer to Q Skills.
Configuration Options
Skills
Select the skill(s) you want to associate with this script. When the selected skill is applied to an interaction, this script will automatically be presented to the agent. For example, assigning the script to a "Tier 2" skill ensures it only appears for Tier 2 interactions.
Weight
Assign a numeric weight to determine the script's priority. If multiple scripts are associated with the same skill, the script with the highest weight will be displayed. A higher number indicates higher priority.
External ID
The External ID is used to link a Q Script to a Salesforce Campaign. This field is only applicable if your organization uses Sharpen for outbound prospecting via Salesforce.
Variables and Variable Syntax
Use the Variables drop-down to select the customer information you want to personalize within the script (for example, Caller ID Name). Once selected, copy the corresponding Variable Syntax and paste it into the script body. The system will automatically populate this information when the script is generated during an interaction.
This article is part of a series on Admin Configuration topics.