When the agent selects this option from the drop-down list we created in Adding a List Parameter, the script will present the agent with a list of questions that the caller might ask, and the answers that should be given to those questions. For this, will use a label parameter.

To add a label parameter with a list of questions and answers:

  1. From the script outline area, choose billing-questions to display the workspace for this script step.
    Recall that a dashed red outline indicates that the step has been chosen. BillingQuestions

  2. Click and drag the Label parameter from the Component palette.

  3. In the Label properties editor, do the following: LabelProperties Enter a Caption as illustrated in the image below. Caption The label parameter should appear as follows in the workspace area: BillingQuestions_2

  4. Click Save when done.