Automatically changing a script on or after a specific weekday
NOTE: As of Spring 2020, some internal and user-facing SAS systems have been updated to better suit the needs of our customers. Because of these updates, your online portal view may look different than the pictures shown below. If your portal looks different, please refer to this article for updated instructions.
You may need to have calls handled differently based on the day of the week. Getting calls transferred to you when you are in the office is great, but not so great on the weekend when you are hiking in the Adirondacks.
Through the Call Script Builder, you can program your call center script so that before a script path is executed, our system will check the day of the week and automatically direct the operator down the right path.
What Is a WeekdayCheck Step
A WeekdayCheck step is used when your calls will be handled differently depending on the day of the week. For example, a WeekdayCheck step may be used if you need a message taken on Saturday and Sunday, but would like a patch attempt during the weekday.
In this tutorial, you'll learn how to implement a special Logic Option step at the point in the script where you'll need distinct handling. The steps below will show you how to add a DateTime function for weekdays to an existing path.
Add a WeekdayCheck Step to an Existing Path
1. From your SAS Desk portal, open the Call Script Builder.
2. Navigate to the script path where you are adding the WeekdayCheck step.
In our example, we are updating the Emergency Calls path because different people will be on-call each day of the week. The Closing can also be updated so that each day has a customized closing statement such as, "Thank you for contacting us. Sam from our Support Office will be getting in touch with you shortly."
In order to update the Closing step, we'll need to click on the prior step - RegardingEmergency.
3. You'll see that the script step has opened up on the right. Go to the drop down labeled Next Step and Click the - (dash character), which tells the Call Script Builder that you want to add a new step. Now click Save.
4. Hooray! The path on the left has repopulated, showing a red dot followed by New Step. Click on New Step and from the Step drop down menu on the right, select Logic Option. Then click Continue.
5. You will now see the blank Logic Option step. A Logic Option step tells the Script Builder that you want it to do some thinking before deciding which step to choose next. In this case, we are telling it that after the RegardingEmergency step, we want it to check the weekday before proceeding. In the Step Label, enter WeekdayCheck along with the suffix that matches the path. In Field Name, enter only WeekdayCheck. Then in the Text box, enter Function(DateTime) with no spaces:
- Step Label: WeekdayCheckEmergency
- Field Name: WeekdayCheck
- Text: Function(DateTime)
6. Click Save. Your path will repopulate on the left showing WeekdayCheckEmergency with a red * next to it. At this point, it should look much like the screen below.
7. Click on the WeekdayCheck step, and then click View Options in the bottom left corner. A window will open showing a blank Options menu. This is where you will populate the days of the week.
8. For this type of logic, you'll need every day of the week entered as an option. To enter the days of the week, click Add New at the bottom left of the blank line. A new line will appear highlighted in yellow. Enter the number 1 in the far left box, followed by the phrase WeekdayIs: Monday in the second box. It should look exactly like the screen below:
9. Once your screen looks like the one above, you'll need to add the WeekdayIs: Monday option to the option set. Do that by clicking the Add button to the far right.
10. Now you'll need to do that 6 more times to add all weekdays Monday through Sunday. The following list shows what you'll need to add with the numbers for each day in the left input box:
- Monday: 1
- Tuesday: 2
- Wednesday: 3
- Thursday: 4
- Friday: 5
- Saturday: 6
- Sunday: 7
And in the second box for each row, or the options box, copy the entire text below for each day:
- WeekdayIs: Monday
- WeekdayIs: Tuesday
- WeekdayIs: Wednesday
- WeekdayIs: Thursday
- WeekdayIs: Friday
- WeekdayIs: Saturday
- WeekdayIs: Sunday
11. If you've done everything correctly, the WeekdayIs options will be listed exactly like they are in the table below.
12. The days are saved as you enter them, so once you have entered a string of days, click the X in the upper right corner of the pop-up to return to the main scripting screen. Then click Save in the bottom left corner of the WeekdayCheck step. Your path will repopulate on the left showing the days you entered.
13. Now, we need to tell the scripting software what we want to do on each of these weekdays. Click the + on the left to expand each day. Under each, you will see a red dot followed by the words New Step.
14. For our example, we'll show you how to create a different closing based on different days. However, this technique can be used to do anything that is day-based like rotating an on-call schedule, changing the questions operators ask, or even offering special promotions to callers based on the day of the week.
To start, click on New Step under the first day. Then from the Step drop down menu on the right, select Closing followed by Continue.
15. You will see a partially complete Closing step along with the default text, "Thank you for calling and have a nice day."
In the Step Label, enter Closing + your unique suffix. In this example, we will enter Closing + the name of the on-call staff member for that day: ClosingSam with no spaces.
16. At this point, you can personalize the closing statement. If you are referencing the caller's name, be sure to include the Field Name in brackets, e.g. "Okay, [FirstName]. Thank you for contacting us. Sam from our Support Office will be getting in touch with you shortly."
17. Now enter an outcome that will let you know what the call was about. We'll use Emergency so that we will know this call is a priority.
18. Click Save. Your path will repopulate on the left showing a green dot followed by ClosingSam.
19. Now, repeat this process with subsequent days, including a Closing Step Label and Outcome for each day of the week.
Congratulations! You've just learned how to add a WeekdayCheck Logic Option, and programmed the Call Script builder to change paths based on different days of the week.
Learn More About Date & Time Based Scripting
You can change call script actions based on a specific date or time of day. This is called a TimeCheck or DateCheck step, and these steps can be used independently or in conjunction. Follow these tutorials for more information on Automatically Changing a Script On or After a Specific Time and Automatically Changing a Script On or After a Specific Date.