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Procedure documentationCreating Questions

 

You can create questions to use in scripts, which guide agents through conversations with your customers. Each question you create is saved in the question repository and can be reused in other scripts. At the same time you can create answers to these questions, which also help guide the agents during calls.

Prerequisites

For more information about prerequisites, see Interactive Script Editor.

Procedure

  1. In the Interaction Center WebClient choose Start of the navigation path IC Manager Next navigation step Interactive Script Editor End of the navigation path.

  2. In the script editor, choose Start of the navigation path New Next navigation step Question End of the navigation path.

  3. In the Question Properties page area, enter a name in the Question ID field and a description for the question.

    You can include variables in the question text. Variables are placeholders that become the customer's current information when agents use the script. For example, a question appears in the script editor as follows:

    Hello, [Contact Title] [Contact Last Name], do you have time for a few questions?

    When an agent runs the script during a call with Mr. John Smith, the question appears as follows:

    Hello, Mr. Smith, do you have time for a few questions?

    You can drag and drop variables into your questions, or you can create your own variables. Variables delivered by SAP are saved in the answers repository under TextFields in the following folders:

    • CUSTOMER ADDRESS

    • CONTACT ADDRESS

    • CURRENT CONTACT

    • CURRENT CUSTOMER

    Note Note

    Without further configuration, you can only create variables that do not require value help or validation. If a variable with value help or validation is required, you can create your own view in the BSP WD Component Workbench (transaction BSP_WD_CMPWB) to embed into the script. For more information, contact your system administrator.

    End of the note.

  4. Add areas for answers or additional text by choosing the following:

    • Add Question

      Adds a text area so that you can enter another question or more text.

    • Add Answer Area

      Adds an answer area where you can drag and drop any type of answer from the answer repository. If you cannot find an appropriate answer in the answer repository, you can also create answers.

    • Add Button Area

      Adds an answer area where you can drag and drop buttons from the answer repository.

  5. Choose Save.

    The question is saved in the question repository.

Result

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

More Information

Creating Scripts