Working with Page Breaks in the SAS Flex Call Script Builder
In a script that contains includes a lot of fields for agents to gather information, it's helpful to break up the script into smaller sections that agents can page through. This is where Page Break blocks come into play.
In this article we'll discuss:
NOTE: In any script section where an agent accesses an external website, call recording will automatically turn off once the agent reaches that section. It will remain off for the duration of the call.
How the Page Break block can be used
- Accessing Websites: If agents are accessing your website to schedule appointments or submit forms, using a Page Break block can help us easily plug in caller information without having to ask them to repeat themselves. For example, if an agent documents a caller's name, number and email, once they move to the next script section, that information will automatically populate in the instructions the agent will use to navigate your site and notate the applicable information.
- Split up Long Sections: If a script section includes a lot of questions without any breaks, agents may be more prone to accidentally skipping over questions. Using a Page Break block will help break up bigger script sections and will prompt the agent to move to the next page when documenting caller information.
Creating a Page Break block
1
First we'll need to
create a new script block. From the left-side navigation panel, click the
Builder icon. Then, select the
Blocks.
2
From the Blocks list under
Block Templates, locate and click on
Page break.
3
Once the block populates on your screen, you'll see the Block Type along the top of the block, and a space to add a
Block Label next to it. Block Labels will help us identify the block within the system later on. We named ours
Page Break - Quote.
4
Both the
Logic and
Collector tabs will have pre-set data that cannot be changed.
5
Then, click
Save.
Adding a Page Break block into a script section
Once your Page Break block has been created, it's time to add it to a Script Section. In this example, we'll be updating our Calling for a Quote section by replacing our current Closing Block with our new Page Break block.
1
Now, you'll need to build or edit the Section where the page break will be used. Click the
Builder icon from the left-side navigation panel, and select
Scripts.
2
On the next page, click on the
Section Library tab and locate the section you'd like to update. If you don't already have a Section created, follow
these instructions.
3
When your section populates on the screen, scroll down to your current Closing block and click
Remove.
4
Now under the
Custom blocks library, locate your newly created Page Break script block under the Unassigned blocks section, and drag it onto the section as your last step.
5
Then, click
Save. Now that your Page Break has been added to your script section, you'll see that your script path is incomplete. Depending on what your next steps are, you'll need to configure those blocks and sections accordingly. In our example, we'll have agents access a website to process the quote, then go to a closing. However, you can create whatever fits your business needs!
