Optimizing IVR Systems: Converting Charts to Scripts (EN-AU)
Home > Optimizing IVR Systems

Optimizing IVR Systems:
Converting Flow Charts to Scripts

It is essential to transform an IVR flow chart into an IVR script format to facilitate the breakdown of each message into separate audio files.

This is necessary because a flow chart is structured to depict the sequential steps a caller takes to navigate through the call until they reach their desired destination, which does not align with how IVR messages should be organized.

Understanding Audio Message Behavior

To truly grasp how audio messages function, imagine yourself in a scenario where you allow a message to play in its entirety before deciding what that message should be.

You should apply this concept each time you encounter a new level in the IVR system.

Allow the messages to play in their entirety; some messages may repeat, depending on your system configuration.

Message Handling Guidelines

Here's a breakdown of what you should do for each message within your system:

1. Allow each message to play until it finishes.

2. Once you've fully envisioned or transcribed each message, commence from the auto attendant greeting and explore every possible flow. However, only select one option at a time until it leads you to the subsequent message.

For instance, if you were to choose the first option from the auto attendant, this action would direct you to the next message.

Once you arrive at the next message, imagine it playing through to the end.

Repeat this process for every potential command within your system.

Fortunately, many commands may lead to the same message, which will help you realize that you don't require an excessive number of messages in your system.

Creating a Well-Organized IVR Script

Continuously progress through each scenario until you've exhausted all available commands.

Each time you navigate through a command, mark it as completed, which can be achieved by highlighting the command in a different color.

Now that you have a color-coded script, you can dissect it by grouping messages according to each color and providing appropriate names for each message.

By following these steps, you'll be able to create a well-organized IVR script that accurately reflects how the IVR messages should flow and function within your system.

We trust that this article has provided valuable insights. If you need further assistance or have any questions, please feel free to contact us.

Order online in a few easy steps
Choose a voice, add your message, pay & you're done!