You can use this procedure to create actions to use in scripts. Actions are ABAP classes that use system data to calculate values or to process data.
Example
Your company sells life insurance, and you want to create a script that branches to two different questions, depending on the customer's age. You create an ABAP class that finds the age of the business partner in the system after the business partner is confirmed. You incorporate this ABAP class into the script using an action.
When agents use this script, the action branches to the correct set of age-related questions, without the agent having to ask the customer's age.
There are two types of actions:
Branching actions
Non-branching actions
The system administrator or an ABAP programmer has written an ABAP class that you want to use for this action.
You know the name of the ABAP class.
In the Interaction Center WebClient, under IC Manager
access
the Interactive Script Editor
.
Choose
.Enter the necessary information in the fields.
Name |
Definition |
Use |
---|---|---|
|
Name of the ABAP class that you want to use for this action. |
Enter the name of the ABAP class you created for this action. |
Input Parameters |
Variable value that you input into the ABAP class. The value for the parameter is defined when using the action within a script. |
If you use variables in the ABAP class, choose To set the value when designing a script, you manually enter the
value and the description, or you can drag and drop the action from the Example You have written an ABAP class to query the price for different products so that you can reuse this class in different campaigns. For a campaign selling socks, you would enter the product ID for socks as an input parameter. End of the example. |
|
Parameters that are returned by actions and can be accessed in read mode in question texts or used by other actions. |
To set the value when designing a script, you manually enter the
value and the description, or you can drag and drop the action from the |
|
Specifies the possible values that can be returned from the ABAP class to link to branching codes. |
Define the possible values that can be returned by the ABAP class. |
Choose Action Properties
and enter
the necessary information. When you are finished, save your changes.
Name |
Definition |
Use |
---|---|---|
|
Technical name for the action |
Enter a technical name. |
|
Short text for the technical name |
Enter a description. |
|
Language in which you are currently maintaining the action. |
Enter the language you are using. After you save the action in one language, you can choose another language and translate the action. |
|
Indicates whether this is a branching or non-branching action. |
Choose the action type. |
You have created an action and the system has saved it in the repository. You can now include it in a script.