Automatically changing a script on or after a specific time
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 Call Script Builder has the ability to show our call center agents different scripts based on a specific time of day. For example, if your on-call staff changes hands at 8:00 a.m., you could use a TimeCheck step to make sure that the correct person is reached at the correct time. All it takes is a little bit of programming.
What Is a TimeCheck Step
A TimeCheck step is used when your calls will be handled differently based on the time of day, and typically follows a DateCheck step. 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 TimeCheck step in conjunction with a DateCheck step.
Add a TimeCheck Step to an Existing Path
3. This step may be completely built out with Closing steps. If so, you'll need to remove the Closings before you can add TimeCheck. (If not, continue to step 7.)
To remove the Closings, click on the DateCheck step. In our example, this is DateCheckEmergency. Then, click on the View Options button in the bottom left corner of the DateCheckEmergency step. The Options menu pop-up will open.
4. You'll see all of your Date options listed. To remove a Closing step, click Edit to the far right of each option. The line will be highlighted in yellow.
5. Under the Next Step column, scroll to the top of the drop menu. Select the - (dash character), which tells the Call Script Builder that you want to add a new step. Then click Update on the far right.
Continue removing each Closing step. When you've finished, the Options menu will look like the picture below.
6. Click the X in the upper right corner to close the pop-up. Now back on the main screen, click Save in the bottom left corner of the DateCheck step, and the path will repopulate. Click the + on the left to expand each day. Under each, you will see a red dot followed by the words New Step.
7. Click on New Step under the first date. Then from the Step drop down menu on the right, select Logic Option followed by Continue.
8. 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 DateCheckEmergency step, we want it to check the date and time before proceeding.
To keep things straight, it is helpful to enter the time of day with the corresponding person in the Step Label. For example, if your on-call schedule changes hands at 8:00 a.m. each day, then on any given day, one person may be on call from 12:00 a.m. to 8:00 a.m., and another from 8:00 a.m. onward. Your Step Label could be something like, 12amMichael_8amSam.
In the Field Name, enter only TimeCheck. Then in the Text box, enter Function(DateTime) with no spaces:
- Step Label: 12amMichael_8amSam
- Field Name: TimeCheck
- Text: Function(DateTime)
9. Click Save. Your path will repopulate on the left showing your TimeCheck step with a red * next to it. At this point, it should look much like the screen below:
10. In the bottom left corner of the TimeCheck step, click View Options. A window will open showing a blank Options menu. This is where you will populate the times when you'll need specific call handling.
11. To enter your script dates, click Add New at the bottom left of the blank line. A new line will appear highlighted in yellow. You'll enter the times in the format TimeAfter: 8:00 AM.
12. Use the first box to enter the number that the times should appear in your script. TimeAfter should be listed with the furthest time first, in descending order: 8:00 AM then 12:00 AM.
13. In the second box, enter TimeAfter: + the first schedule time. For our example below, we've used: TimeAfter: 8:00 AM. This means as the call center representatives navigate the script, they will automatically be shown the content we have programmed for the 21st after 8:00 AM.
Keep in mind that the times you are entering are based on Pacific Time. So for example, if you are in Central time and your on-call changes hands at 8:00 AM, your first option would be TimeAfter: 6:00 AM to account for the 2-hour time difference.
14. Once you've entered the time information, click Add to the far right to add it to the Options list. You'll need to repeat this step for any times you're adding. Once you're done, the screen will look much like the one below:
15. If the Closings steps were already built before you added the TimeCheck option, then you can add them back in here. (If not, learn how to add a Closing step starting at #13 of this article.)
Click Edit to the far right of each TimeAfter entry. From the Next Step drop down, scroll to find the correct Closing step. Then, click Update.
16. 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 TimeCheckstep. Your script will repopulate on the left showing a green dot with your Closing steps under each TimeAfter option.
17. Now, repeat this process with subsequent dates and times.
Congratulations! You've just learned how to add a TimeCheck Logic Option, and programmed the Call Script builder to change paths based on a specific date and time.
Learn More About Date & Time Based Scripting
You can change call script actions based on a specific weekday or date. This is called a WeekdayCheck 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 Weekday and Automatically Changing a Script On or After a Specific Date.