Templates

A set of predefined attributes that defines the behavior of scripts.

Interaction Center (IC) managers can use templates to define node properties as they create scripts using the interactive script editor.

You must fulfill certain prerequisites to use some templates. For more information, see the list of templates below.

Templates consist of two parts:

User interface
Predefines the user interface elements agents see when they run a script.
Background processing
Allows a script to interact predictably with other programs. Background processing takes place:
- Before agents see the script node on the screen
- After agents respond to the interaction required in that script node

Templates delivered with the interactive script editor include:

Template	Use
Chat Node	Contains formatting information so that the question appears in the proper format in the chat interface.
Dialogue	General question format, which is also the default question template.
Launch Transaction	Prerequisite: You have defined launch transactions in Customizing. In the node parameters, select the launch transaction ID. When agents reach this node in the script, the defined transaction is launched and appears automatically on the agent's screen.
Navigation	Enter the navigational link as a parameter for this node. The navigational link leads to another viewset in the IC WebClient. In field On Return Goto, indicate whether you want the previous or the next question to appear when agents navigate back to the script. The node containing the navigational link does not appear as a node or question on agents' screens. Instead, this node simply jumps automatically to the defined viewset.
URL	Displays the defined URL at runtime. Enter the URL as a parameter for this node.
Yahoo Map	At runtime, dynamically displays the address of confirmed business partners on a Yahoo map.

Templates influence how questions appear on the interface or what information the SAP system accesses or updates when agents run the script.