Working With Scripting Functions and Workflows

While most of the script blocks in SAS Flex are used to gather information from callers, function steps help alter the flow of the script depending on the variables you’ve programmed in. Below are examples of the different function/workflow script blocks and what they do. Click on the applicable link to bring you to the full set of instructions for each workflow type. 

• Closing (Collector): This block will automatically select a Profile, Outcome and a Cold Transfer endpoint (optional) at closing based on a prior collector value.

• Warm Transfer (Collector): This block automatically selects a warm transfer number based on a prior collector value.

• Workflow (Round Robin): This block automatically directs agents either via the 'Random selection' option which will select a random path each session, or the 'Round Robin' option which will select a path each session and cycle through paths on subsequent calls.

• Workflow (True False): This block can be used to automatically direct CSRs through your script based on specific conditions that you've set.
• Workflow (Path): This block allows you to create two or more paths using the same blocks but with different closings.
• Workflow (Date Time): This block can be used to automatically change the call handling in your script during certain times and/or specific dates.