You can create answers to use in scripts, which guide agents through interactions with customers. Each answer you create is saved in the repository and can be reused in other scripts.
After you have created an answer, or picked one from the repository and dragged it into the answer area, you can create buttons. Buttons are used for branching from one question to the next in the script. When you create scripts, you can associate buttons with links, which join two script elements. An example of a button could be Yes or No in response to a question.
Fields
Any type of answer that is not a button is considered a field. Fields are used in questions. Once you have created a field, you can reuse it in any question. There are various types of fields that you can create:
Text fields
Radio buttons
Dropdowns
Checkboxes
Dynamic answers
Fields are used for data collection only and cannot branch to the next question. However, you can provide a branching action that analyzes the data collected in such fields. Based on this data analysis, the branching action returns a branching code that can be used to take different paths in the script, for example to an action.
For more information about prerequisites, see Interactive Script Editor.
Creating Buttons
In the editor, choose
.Enter the text for the button.
In the field Button ID
enter a technical
name for this button.
Choose Save
.
Creating Fields
In the editor area, choose
.Enter the necessary information and then choose Save
.
Name |
Applies to Field Types |
Definition |
---|---|---|
|
Indicates whether the field is a text field, multiple-choice field, single-choice field, or yes/no field. |
|
|
All |
Represents the control that should be used for such an answer.
Some examples of these controls include radio buttons and checkboxes. If you
choose |
|
Text field |
Indicates how long the text field should be on the screen. |
|
Text field |
Indicates the maximum number of characters that an agent can enter in the field. |
|
Text field |
Determines the layout of the memo. |
|
All |
Indicates the position of the field label or text, such as left, right, or heading. |
|
All |
Business data context (BDC) field. A field can be linked to a particular business object field residing in the business data context. For more information, see Activity Clipboard. |
|
Multiple-choice and single-choice |
A unique code that is assigned to each choice. When an agent selects a choice, the rating is used to uniquely identify the choice, so that the processing program or action can identify that the option was selected and process it accordingly. |
|
Multiple-choice and single-choice |
Technical code that represents this item in the database where it is stored in the system. For field type single-choice , the value defined here is the value
that is assigned to the business object field, if a link is created via the |
|
Multiple-choice and single-choice |
Text that appears before or after the choice |
|
All |
A unique identifier for the answer. |
|
Text field |
Text that appears before or after the field |
You have created an answer and the system has saved it in the question repository. You can now include it in a script.