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Object documentationTemplates

 

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.

Structure

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.

Navigation

Enter the navigational target as a parameter for this node. The navigational target can lead to another view or launch a transaction. 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 target does not appear as a node or question on agents' screens. Instead, this node simply jumps automatically to the defined target.

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.

Integration

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