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Procedure documentationCreating Answers

 

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.

Prerequisites

For more information about prerequisites, see Interactive Script Editor.

Procedure

Creating Buttons

  1. In the editor, choose Start of the navigation path New Next navigation step Button End of the navigation path.

  2. Enter the text for the button.

  3. In the field Button ID enter a technical name for this button.

  4. Choose Save.

Creating Fields

  1. In the editor area, choose Start of the navigation path New Next navigation step Field End of the navigation path.

  2. Enter the necessary information and then choose Save.

Name

Applies to Field Types

Definition

Field Type

Indicates whether the field is a text field, multiple-choice field, single-choice field, or yes/no field.

Field Style

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 Memo, a new field appears below this one allowing you to determine the memo layout.

Field Size

Text field

Indicates how long the text field should be on the screen.

Value Length

Text field

Indicates the maximum number of characters that an agent can enter in the field.

Number of Rows / Number of Columns

Text field

Determines the layout of the memo.

Label Position

All

Indicates the position of the field label or text, such as left, right, or heading.

BDC Field

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.

Rating

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.

Value

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 BDC Field.

Text

Multiple-choice and single-choice

Text that appears before or after the choice

Answer ID in the Field Properties area

All

A unique identifier for the answer.

Field Label in the Field Properties area

Text field

Text that appears before or after the field

Result

You have created an answer and the system has saved it in the question repository. You can now include it in a script.

More Information

Creating Scripts