Adding a custom path to your script
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.
The goal of this tutorial is to adjust your call script by adding another path using the Call Script Builder. Among other things, the Call Script Builder allows you to make on-demand changes to how our operators handle your calls. We'll take a look at this tutorial in two parts:
- Creating the Path: Your call script is split into paths, where each path presents a different set of instructions to our agents on how you need the call handled. In this first step, we'll be showing you how to create the path option.
- Populating the Path: After a path is made, you'll need to add instructions for the operators. You will add 4 questions our operators will be asking your callers + a closing statement.
Creating the Path
To edit your script, you'll start by navigating to the call script builder:
1. From your SAS Desk portal, click on the Scripts menu on the left. You will see your Active scripts listed.
2. Click on the Details icon to the far right of the script you would like to edit. Then, click the blue Edit your script button in the top right corner of the screen. This will bring up the Call Script Builder in a pop-up window.
3. Since you'll be adding this new path as a response to the 'How can I help you' greeting, you'll be clicking on the first step labeled Greeting. You'll see the step open on the right side.
4. In the bottom left corner of the Greeting step, click the red View Options link. The options are the possible routes operators will take when they assess what the caller wants to achieve with the call. After clicking the link, a new window will open showing you all the paths in your script.
5. In our example, we want to add a path for emergency calls. Click the blue Add New link to the bottom left of the number column. A blank line will appear highlighted in yellow like in the example below. In the first box, select a number for your path. Then in the second box, enter your path name. Please keep this short and descriptive.
6. After you've numbered and named your new path, you'll want to add it as an option. To the far right of the yellow line, click Add. Your new path will now appear in the Option column and look like the example below:
7. Once the option is in place, you'll need to save it. Click the X in the upper right corner of the pop-up to return to the main scripting screen. Then click the Save button in the bottom left corner of the open step. Your paths will repopulate on the left showing the new path in the order you selected. You can see below that our new path called Emergency On-Call is showing above the Account Owner Calling In path.
Populating The Path
Now that you have your path option built, you'll need to give the operators something to do. Below, we'll be adding 4 questions we want to ask callers + a closing statement.
1. Click the + to expand the name of the path you just created. Below the path name, you will see a red dot followed by the words New Step.
2. We're going to start by asking callers their first name. To do this, click on New Step, and from the Step drop down menu on the right, select First Name.
3. Click Continue and you will see the FirstName Step Label along with the default text, “May I have your first name?”
4. In the Step Label input area, add your unique suffix to the end of FirstName, with no spaces, e.g. FirstNameEmergency. Naming your steps in accordance with your paths helps keep your script organized in case you need to make any changes later.
5. Once you've changed the step label, click the Save button in the bottom left. Your path will repopulate showing FirstNameEmergency followed by a red dot with the words New Step next to it.
6. We'll continue this same process to ask the caller for their last name and phone number by choosing Last Name followed by Phone Number from the Step drop down menu.
7. Now we want to ask the caller what their call is regarding. We do this by selecting Free Text from the drop down menu.
8. You can see below that this step is a bit different from the steps we created before. Because it uses a type of step called Free Text, the Field Names can be customized. While standard fields like First Name and Last Name use a standard Field Name that can't be edited, Free Text allows you to set a unique Field Name.
9. After clicking Continue, you will see the blank Free Text step. Fill in Step Label with the word Regarding + your suffix, e.g. RegardingEmergency. When entering a Regarding step, the Field Name will always be Regarding with no suffix.
You'll see in the above that we used special shorthand for the Regarding field. This text gives notes to the operators to tell them how to handle the caller's response:
Thank you, [FirstName]. What message would you like me to pass along?(L)(R)(CSR: Please (Q)PAUSE(Q) and wait for a response before continuing.)(E)(L)Thank you, I just need a moment to enter your information.
9. After you've added the regarding step, click the Save button. Your path will repopulate on the left showing RegardingEmergency followed by a red dot with the words New Step next to it. We're almost there, now we just need to close this path.
10. Click on New Step, and from the Step drop down menu on the right, select Closing followed by Continue.
11. You will see a partially complete Closing step along with the default text, “Thank you for calling and have a nice day,” like in the example below. Now in the Step Label, enter Closing + your unique suffix. We will enter ClosingEmergency with no spaces.
12. Enter an outcome in the Outcome input area. Keep this short and descriptive. The outcome field is used all over your portal including reports and call filters. In our example, we're naming the outcome as Emergency Call.
13. Finally, click Save and your path will repopulate on the left showing a green dot next to the Closing step.
That's it! If you've completed this whole tutorial, you've successfully created a path and populated that path with a few questions. Way to go!