Engage Voice | Using the Data Builder tool
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Script Designer
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Script Studio
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The Page tool and its elements
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Tagging data in scripts
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The WWW tool
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The JavaScript tool
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The Branch tool
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The Data Builder tool
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The Recording tool
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The Mapping tool
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Agent scripting knowledge base
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Agent scripting use cases: The basics
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Agent scripting use cases: Advanced
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References
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Phone books
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Email templates
The Data Builder tool can be used to retrieve data throughout a script via a tag-based shortcut. It can be useful in situations where you want agents to have access to a certain data set — say, a list of United States state names — during a call.
You can enter all your state names into the Data Builder in table format by creating a ‘State Name’ column and adding a row for each state. Then use your new Data Builder (let’s call it ‘States’) as your data source wherever you wish to access that information later on in the script.
Please note that because you’re essentially creating a custom data set, the system will categorize it as a model object. This means that any data you enter into the table you build in this tool can be accessed with a {{model.model.NameOfYourDataBuilderTool}} function (you can also reference this same tag when using custom JavaScript at any point in your script).
Now you can use this data to populate fields like select menus, tables, text area fields — or any other compatible elements or tools within your script.
Say you want to create a dropdown menu that uses data from the Data Builder you just created. You can follow the directions below to create and save your Data Builder tool with all the data you need, then you can choose a Dropdown Multi-Select Page element and navigate to its Configuration tab.
There, you can find the Data Source field and click the {{add a tag}} button at far right. A modal window labeled Available Data - Tagging will appear. This is where you’ll choose the ‘States’ Data Builder as your source for the data that will populate information directly into the dropdown menu.
Since you’ve created a custom data point with your Data Builder, you’ll be able to select that custom tag under the Model tab. If you don’t see the tag, make sure all your tools are connected properly back on the main Script Studio canvas.
Once you’ve selected your Data Builder’s tag, you’ll have the opportunity to choose an Option Name Attribute and an Option Value Attribute for it (but if you choose to use a Table element instead, you’ll be dealing with Column Name and Data Keys, which are the equivalent to the Option Name Attribute and Option Value Attribute settings).
These settings only appear once you’ve chosen a data set or array from the Data Source, which in this case is the list of state names we’ve created. Now that we’ve identified and selected the data source that holds these state names, we can direct the system to the attribute (the state names) within that data using the Option Name Attribute and Option Value Attribute settings.
Since we want the system to populate the dropdown menu we’ve created with state names, you can use the Option Name Attribute and Option Value Attribute settings to direct the system to create options that come from the state name data set. To do so, use the dropdown menu in the Option Name Attribute setting to select a name for the attribute of your choice, which in this case will be the list of state names.
Next, you can use the dropdown menu for the Option Value Attribute setting to select a value you wish to assign to that attribute. The value simply refers to the data you wish to actually display to the agent as options. In this case, you can select the state name list once more so that each state name in that list will show up as a different option in your dropdown menu. You can, however, also set this value to be whatever you want it to be — the purpose of the value is simply for tracking and reporting purposes that you can then access elsewhere in the platform, so the value you select is up to you.
Now let’s apply that knowledge and get a set of data into your Data Builder tool.
1. Drag the Data Builder tool from the toolbar onto the canvas
2. Click Edit to enter the tool configuration window
3. Name your tool using the Tool Name field at upper right
4. Click the Add Column button at far right
5. Use the modal window to choose a name for the column (Column Attribute Name)
6. Click Done to close out of the modal window
7. Repeat as needed to add additional columns
8. Click the Add Row button at far right to add a row and repeat as needed
9. Input your data into the fields
Now you can make note of the Data Builder’s name and reference it wherever you like throughout the script. Please note that in order for the tool to function properly, you must place the Data Builder before whichever tool will reference it. So if you’d like to use that data in a page near the end of your script, just be sure to place the Data Builder anywhere in the script before that page (it doesn’t have to immediately precede it).
Now that you’ve created the data, let’s apply that data to your script:
1. Add a Page tool element to your canvas
2. Connect the Page tool to all the appropriate tools
3. Click Edit to enter the tool configuration window
4. Select an element from the Add Element dropdown menu (remember that you will only be able to use the data you’ve created with an element that provides an agent a list of options, such as a Dropdown Select menu)
5. Select Edit to enter the element configuration window
6. Enter a name into the Field Name
7. Select {{add a tag}} next to the Data Source setting to enter the tagging menu
8. Click the Model tab, select the data source that you’ve created from the list of options, and click Done to exit out of the modal window
9. Select a name from the Option Name Attribute dropdown menu
10. Select a value from the Option Value Attribute dropdown menu
11. Once you’ve completed configuring your element, select Save & close
12. Don’t forget to Save and Render your script to view your changes
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