The call guide should be configured in a manner that it helps the agent to deal with the customer call in a proper and structured
manner. Beginning with the welcome message, obtaining details, and then signing off with a farewell message—all of these can
be accomplished by sequencing the questions correctly.
Expand the question to open the sequencing section.
You can validate some of the information that you obtain from the customer. For example, you can validate an account number—if
the account is valid, the call guide should be configured for the next question; otherwise, the call guide should hint to
the agent to inform about the invalid customer number and drop the call. The conditions that are displayed on the screen can
be used to validate the information given by the customer.
Once the information is validated, configure the next question that the agent should ask the customer. You can select the
list of questions sequentially.
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Go to next question - Select this option to go to the next question. In the Select question drop-down list, select the next question.
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Reset & Go to next question - Select this option to ask the next question to a customer by resetting the previous answers for the preceded questions.
In the Select question drop-down list, select the next question to be followed after this question is sent.
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Assign value - Select this option to assign a value for a global variable. The screen for assigning values is displayed. In the Select Variabledrop-down list, select the global variable for which you want to assign a value. In the adjacent field, use a business field,
question field (the answer you received for this question), JavaScript function, or even a global variable as a value by dragging
and dropping on to this field. You can also give a custom value. By assigning a new value to a global variable, the old value
is removed from the memory and the new value is taken. After assigning a value for a global variable, select the next option
you want from the next drop-down list.
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End session - Select this option to end this session. By selecting this option, the session stops after this question is sent. In the
Select disposition drop-down list, select a business or telephony disposition. You can configure an end session message such as Thanks for participating for the agent to read out to the customer.
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Call script - Select this option to call a JavaScript function. Enter the script function name in the adjacent field to complete this
action. By selecting this option, you can perform custom actions such as calling a Web service, validation, etc. Select the
next option you want from the next drop-down list. You cannot return a value from the JavaScript function.
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You cannot reset the primitive types such as integer, float, decimal, string, etc.
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Click the Edit button to edit the fields.
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Click the Delete button to delete the condition.
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Click the Add button to add an OR or AND condition.
Note |
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You can save a form without having to address the question or condition fields. Enter a form name and its description to save
a form.
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You can open an existing form to create questions and add conditions later.
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