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Procedure documentationCreating Scripts Locate this document in the navigation structure

 

System administrators and interaction center managers can create scripts for interactive scripting.

Prerequisites

You have the proper authorization to maintain script texts. For more information about prerequisites, see Interactive Script Editor.

You have performed the Customizing under   Customer Relationship Management   Interaction Center WebClient   Basic Functions   Define Script Profiles  .

You have defined authorization groups for the scripts to determine who can use them. In the Customizing choose   Customer Relationship Management   Interaction Center WebClient   Additional Functions   Define Script Authorization Groups  .

Procedure

Creating Scripts

  1. In the Interaction Center WebClient choose   IC Manager   Interactive Script Editor  .

  2. Choose   New   Script   or   New   Objection Script  .

    If you create an objection script, in addition to the steps listed below, you must also enter an objection reason. The objection reason is the text that appears in field Objections when agents execute the script.

    Note Note

    Instead of creating an entirely new script, you can also copy an existing script and tailor it to fit your needs. To do so, select the existing script in the repository and choose Copy to in the button bar above the repository. Edit the script as necessary.

    End of the note.

  3. In the attributes section of the screen, set the attributes for the script.

    • Choose Script Properties and enter the necessary information.

      Name

      Definition

      Use

      Script ID

      Unique, alphanumeric identifier

      Enter a unique ID.

      Description

      Short text that describes the script

      Enter a descriptive text for your script.

      Default Template

      System applies the default to all questions that you add to this script.

      Select the template to use for questions in this script.

      Send Feedback To

      Defines the e-mail address of the author of the script.

      If agents want to give feedback on the script, they can e-mail it to the address given here.

      Enter the e-mail address of the author of the script. Feedback from agents is delivered to this address.

      Script Group

      Defines a group that a script can belong to

      If script groups have been defined, you can choose from the dropdown list.

      Status

      Determines the status of the script. Active scripts can be used by agents.

      Choose Active or Inactive.

    • Choose Script Chapters and enter a name for each chapter. This text appears in screen area Overview when agents use the script in the Interaction Center (IC) WebClient. Depending on what line you have highlighted, you can insert a new line above an existing chapter to set the order as you need.

    • Choose Script Profiles and enter the profile name and the Valid From and Valid To dates. This ensures that a script is assigned to an agent with a specific profile for a specified period of time.

  4. Add questions.

    Drag and drop the questions you want to use from the question repository into the editor. If you cannot find a suitable existing question in the repository, you can also create questions.

  5. Add actions.

    Actions are ABAP classes that use system data to calculate values. Drag and drop the actions you want to use from the repository into the editor. If you cannot find a suitable existing action in the repository, you can also create actions.

  6. Link the script elements (questions, actions, or scripts).

    Choose Insert Link, select the source script element and then drag the line to the target script element. Each link represents the answer that leads to the next element in the script.

    Select this new link and drag and drop an existing button from the answer repository into the Link Properties tab in the attribute screen area. You can also drag and drop the button into the selected link in the editor section of the screen, or when you create the link, a dropdown list appears asking you if you want to select an existing button for the link, such as Yes, No or None of the above. If you cannot find a suitable existing button, you can also create answers.

    Branching actions have branching codes, which function as predefined answers. When you link from a branching action to another script element, the defined branching codes appear. You must choose one of the existing branching codes as a predefined answer for that link.

  7. For objections scripts only: Drag and drop the objection scripts you want to use into the editor.

    The objection scripts that you add to your script appear as available objections when agents run this script. You can link objections to the script if required, but objections appear in the script even if they are not linked.

  8. Choose Save.

  9. Add your new script to a profile in SAP CRM.

    You do this in Customizing for Customer Relationship Management by choosing   Interaction Center WebClient   Basic Functions   Define Script Profiles  .

    Note Note

    If a script is assigned to a call list, all agents can access the script via the call list, even if they are not assigned to the corresponding profile. For more information about assigning scripts to call lists, see Assigning Scripts to Call Lists.

    End of the note.

Result

The system saves the new script in the script repository.