Apparatus, system, and method for designing scripts and script segments for presentation to a contact by an agent

A method for formulating a computerized presentation of a sequence of scripts comprising fixed content and agent content, the method comprising:

• providing scripts comprising fixed content;
• providing agents to control presentation of the scripts;
• allowing agents to interject into the presentation of the scripts with agent content;
• observing the agents during presentation to a contact and recording the execution of the script segments and interjection of agent content as presented at the discretion of the agent;
• and
• providing a script structure comprising a script sequence and script content.

A tangible computer-readable medium storing instructions executable by a digital processing apparatus to perform an operation to formulate a computerized presentation of a sequence of scripts, the operation comprising:

• providing scripts comprising fixed content;
• providing agents to control presentation of the scripts;
• allowing agents to interject into the presentation of the scripts with agent content;
• observing the agents during presentation to a contact and recording the execution of the script segments and interjection of agent content as presented at the discretion of the agent;
• and
• providing a script structure comprising a script sequence and script content.