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Engage Voice | Use case #3:
Using Data Builder and Mapping tools in a script

Script Designer
Intro to agent scripting

Creating a script

Assigning a scripts to a queue or campaign
Script Studio
Script Studio overview

Understanding Script Studio tools

Linking between Script Studio tools
The Page tool and its elements
The Page tool and its elements overview

Adjusting elements on script page

Editing Page elements: the basics

Agent scripting elements: Buttons

Agent scripting elements: Checkboxes

Agent scripting elements: Dispositions

Agent scripting elements: Dropdown Multi-Select

Agent scripting elements: Dropdown Select

Agent scripting elements: Hyperlink

Agent scripting elements: iFrame

Agent scripting elements: Image

Agent scripting elements: Inputs (Input, Custom, Date, Email, Number, Phone)

Agent scripting elements: Knowledge Base

Agent scripting elements: Navigation Buttons

Agent scripting elements: Nested Page View

Agent scripting elements: Page Break

Agent scripting elements: Radio Buttons

Agent scripting elements: Table

Agent scripting elements: Text Area

Agent scripting elements: Text Block
Tagging data in scripts
Script tagging overview

Capturing and tagging data in a script

Displaying captured data from tags later in a script
The WWW tool
Using the WWW tool
The JavaScript tool
Using the JavaScript tool
The Branch tool
Using the Branch tool
The Data Builder tool
Using the Data Builder tool
The Recording tool
Using the Recording tool
The Mapping tool
Using the Mapping tool
Agent scripting knowledge base
Agent scripting knowledge base overview

Using the agent scripting knowledge base
Agent scripting use cases: The basics
Use case #1: Creating a simple script

Use case #2: Adding Input elements and dispositions to a script

Use case #3: Using Data Builder and Mapping tools in a script
Agent scripting use cases: Advanced
Use case #1: Using the Branch, WWW, and Javascript tools
References
Call controls overview
Phone books
All about phone books
Email templates
Email template overview

Configuring an email template

Dan Clay owns a propane and propane accessories company in Arlen, Texas. Occasionally he has customers call in to give feedback about the products they’ve bought from his store or the service they received while shopping. He hires two agents to manage these inbound calls, and he builds a script that allows agents to collect inbound callers’ names and feedback. The script also contains a disposition at the end to allow him to keep track of call outcomes.

After some time, Dan decides to offer consenting callers a subscription to his weekly circular. He wants to be sure agents ask for — and make note of — each caller’s consent (or lack thereof). He decides to collect a valid email address from those who consent, and he decides to amend his script by adding a Consent Page that includes these additional options.

After some time passes, Dan begins to expand his business across the country. He decides to begin offering a weekly customer circular in paper format. That means he’ll need customer addresses — and since he now offers different products and sales in different states, he’ll need to begin segmenting his circulars by region.

He decides to begin collecting customer addresses and sorting them by state to create his weekly mailing lists. To ensure accuracy, he would prefer to have agents choose a state from a dropdown list in their script, rather than enter it manually into a text field.

Dan knows that unless he tells the system otherwise, it will save all the data associated with his script. Since he has no need for the system to record the dropdown’s entire list of 50 states for every call, he decides to direct the system not to save the dropdown state list data. It will only save the one state the agent selects from the list.

Goals

Add an automatic dropdown menu populated with state information to an existing script. Direct the system not to save the entire list of states he provides to agents via the dropdown menu.

Plan

Dan intends to take the following steps to achieve his goal:

1. Add address input fields to his existing script

2. Create a Data Builder table containing all 50 states that can be used to populate a dropdown menu

3. Create a dropdown menu that utilizes all the state names in the Data Builder

4. Add a Mapping tool that directs the system not to save the entire 50-state list he provides to agents

Lessons

1. Configuring Input elements in a script

2. Adding and configuring the Data Builder tool

3. Configuring a Dropdown Select element with data from the Data Builder tool

4. Adding and configuring a Mapping tool

Preconditions

Remember that Dan is editing an existing script, which he built using the instructions provided in Use case #1 and Use case #2. Now that Dan has built his script, he’s ready to further develop his script to fit his business needs.

Please note that Dan must also set up hidden conditions for the Input elements and Dropdown Select element added in Step 1 and 3. Additionally, before Dan can add a dropdown for the state address, he needs to add a Data Builder tool and configure it first (see Step 2).

Actions

1. Adding the Data Builder tool and Mapping tool

2. Configuring the Data Builder tool

3. Adding the Input elements and Dropdown Select element to collect a customer’s street address

4. Configuring Input elements

5. Configuring the Dropdown Select element

6. Configuring the Mapping tool

Step 1: Adding the Data Builder tool and Mapping tool

1. Open the existing script in Script Studio

2. Drag a Data Builder tool onto the script

3. Connect the Data Builder between the Start tool and the first script page

4. Drag a Mapping tool onto the script and drop it to the end of the script

5. Connect the Mapping tool to the last page of the script

Step 2: Configuring the Data Builder tool

1. Hover your mouse over the Data Builder tool and select Edit from the popup menu

2. Name the Data Builder tool via the Tool Name field at top right

3. Add a column by clicking the Add column button

a. Name the column via the Column Attribute Name field

b. Click Done to close out of the Add column modal window

4. Add a row to the table by clicking the Add row button

5. Enter a name of the first state in the name field

6. Repeat steps 6-7 to add the remaining states to the table

7. Select Save & close at top left to close the Data Builder tool

Step 3: Adding the Input elements and Dropdown Select element

1. Hover your mouse over Page 2 (the consent page) and select Edit from the popup menu

2. Add an Input element from the Add Element dropdown menu. This field is for the customer’s street address

3. Drag the Input element beneath the Email input element added in Use case #2

4. Add another Input element via the Add Element dropdown. This input is for the customer’s city name

5. Add a Dropdown Select element via the Add Element dropdown menu

6. Drag the Dropdown Select element after the city input element

7. Drag the new Input element below the street address Input element

8. Add a Dropdown Select element via the Add Element dropdown menu

9. Drag the Dropdown Select element so it sits between the city Input element and the zip code Input element

Step 4: Configuring Input elements

1. Configure the first Input element (the street address input) by clicking the gear icon at top right of the Input element and selecting Edit from the dropdown menu

a. Under the Configuration tab, provide a Field Name

b. Provide an Input Label to indicate a customer’s street address is required in this field

c. Enter any desired Help Text

d. Navigate to the Actions tab

e. Select the {{add a tag}} button to the right of the Hidden Condition field

i. Navigate to the Model tab in the Available data - tagging modal window

ii. Select the circular consent Radio Buttons element created in Use case #2

iii. Click Done to close out of the modal window

f. In the Hidden Condition field, insert a string of code inside the brackets at the end of the tag. For example: {{model.model.circularconsent==”2”}}

Helpful hint!

To configure hidden conditions (as discussed in step 1f), having some basic JavaScript knowledge can come in handy. In the example provided above, the ‘2’ represents the value set for the ‘No’ selection in the Circular Consent selection, so that when ‘No’ is selected, this input should disappear.

View of adding a tag on hidden condition field

g. Click Done to save the Input element

2. Repeat step 1 for the city name Input element but change the Input Label to indicate the field is for a city name Input

3. Repeat step 1 for the zip code Input — Number element, but change the following:

a. In the Input Label field, indicate that the input is for a zip code entry

b. Enter ‘5’ in the Max Length field to ensure that an accurate zip code is provided in the zip code field

4. Click Save at top right

5. To view and test your script, select Render at top right

View of address, city, zip code elements, and an unconfigured element

Step 5: Configuring the Dropdown Select element

1. In the Consent Page page tool, configure the Dropdown Select element by clicking the gear icon at top right of the Input element and selecting Edit from the dropdown menu

a. Under the Configuration tab, provide a Field Name

b. Provide an Input Label to indicate a customer’s street address should be provided in this field

c. Enter any desired Help Text

d. Select {{add a tag}} at far right of the Data Source setting

i. Navigate to the Model tab in the Available data - tagging modal window

ii. Locate and select the state names Data Builder tool you created in the previous step

iii. Click Done to close

e. Click on the Option Name Attribute dropdown and select the column name you gave for the states column in the Data Builder tool

f. Click on the Option Value Attribute dropdown and select the column name attribute given to the states column

View of the select configuration window for the data builder tool

g. Navigate to the Actions tab

h. Select the {{add a tag}} button to the right of the Hidden Condition field

i. Navigate to the Model tab

ii. Select the Radio Buttons element created in Use case #2 to indicate a customer’s consent to receiving Dan’s circular

iii. Click Done to close out of the Available data - tagging modal window

i. In the Hidden Condition field, insert a string of code inside the brackets at the end of the tag. For example: {{model.model.circularconsent==”2”}}

Helpful hint!

To configure hidden conditions (as discussed in step 1i), having some basic JavaScript knowledge can come in handy. In the example provided above, the ‘2’ represents the value set for the ‘No’ selection in the Circular Consent selection, so that when ‘No’ is selected, this input should disappear.

j. Click Done to close the Dropdown Select element

2. Click Save & close at top left

3. To view and test your script, select Render at top right