Automatically changing a script on or after a specific date
The Call Script Builder has the ability to show our call center agents different scripts based on specific dates. For example, if you are running a special promotion on the 16th of this month and need us to ask callers a few extra questions, we can accommodate that. All it takes is a little bit of programming.
What Is a DateCheck Step
A DateCheck step is used when your calls will be handled differently based on a specific date. For example, a DateCheck step may be used if you need us to take an email address and a company name for all calls received on the 16th of this month, but would like every other day to follow your standard protocol.
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 specific dates to an existing path.
Add a DateCheck 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 DateCheck step.
In our example, we are updating the Emergency Calls path because different people in our company will be handling emergency calls based on the specific date. We want to personalize the experience and tell the callers the name of our employee who will be reaching out to them before we close the call. To get this done, we'll be updating the closing statement to, "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 date before proceeding. In the Step Label, enter DateCheck plus the suffix that matches the path. In the Field Name, enter only DateCheck. Then in the Text box, enter Function(DateTime) with no spaces:
- Step Label: DateCheckEmergency
- Field Name: DateCheck
- Text: Function(DateTime)
6. Click Save. Your path will repopulate on the left showing DateCheckEmergency with a red * next to it. At this point, it should look much like the screen below:
7. Click on the DateCheck 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 dates where you'll need specific call handling.
8. For this type of logic, you'll have two options for how to program your date-based call handling:
- DateIs: If you want calls handled specific to the calendar day, you would enter DateIs: followed by the date for each option, e.g. DateIs: 11/20/2015.
- DateAfter: If you want calls handled after a specific calendar day, you would enter DateAfter: followed by the date for each option, e.g. DateAfter: 11/20/2015.
9. To enter your script dates, click Add New at the bottom left of the blank line. A new line will appear highlighted in yellow.
- For DateAfter, you will need to use the first box to enter the number that the dates should appear in your script. DateAfter should be listed with the furthest calendar date first, in descending order: 12/5, 12/4, 12/3 etc.
- For DateIs, you do not need to enter a number in the first box, as the dates will automatically populate in the proper order. DateIs should be listed with the closest calendar date first in ascending order: 11/20, 11/21, 11/22 etc.
In the second box, enter DateAfter or DateIs: + the first schedule date. For our example below, we've used: DateIs: 10/21/2015. This means as the call center representatives navigate the script, they will automatically be shown the content you have if the date is on the 21st for a DateIs parameter, or after the 21st if you are using the DateAfter parameter.
Keep in mind that the dates you are entering are based on Pacific Time. Depending on your call handling, the time difference may not be an issue for you.
10. Once you've entered the date information, click Add to the far right to add it to the Options list. You will see your DateIs option listed. You'll need to repeat this step for any dates you're adding. Once you're done, the screen will look much like the one below:
11. 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 DateCheck step. Your path will repopulate on the left showing the days you entered.
12. Now, we need to tell the scripting software what we want to do on each of these days. Click the + on the left to expand each day. Under each, you will see a red dot followed by the words New Step.
13. For our example, we'll be adding separate Closing statements based on the dates we have entered. This technique can be used to do anything that is date-based like rotating an on-call schedule, changing the questions operators ask, or even offering special promotions to callers based on the date.
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.
14. 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.
15. 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."
16. 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.
17. Click Save. Your path will repopulate on the left showing a green dot followed by ClosingSam.
18. 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 DateCheck Logic Option, and programmed the Call Script builder to change paths based on a specific date.
Learn More About Date & Time Based Scripting
You can change call script actions based on a specific weekday or time of day. This is called a WeekdayCheck or TimeCheck 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 Weekday.