Combining Multiple Outcomes and Message Delivery Using the Closing (Collector) Script Block

The Closing (Collector) script block allows you to create two or more paths using the same steps, but with different message delivery options based on matching certain conditions to data collected from a previous script section. For example, in a Specific Person path, we may gather the same information regardless of which person is selected. With a Closing (Collector), we can match up a Condition (specific person) with a Comparison (which person was selected), and messages can be sent to individual Profiles when the call is saved.

In this tutorial, you'll learn how to:

Creating the Closing (Collector) Script Block

1
Within SAS Flex, click on the  Builder icon from the menu on the left. Then select Blocks.

2
From the Builder blocks list, click and drag  Closing (Collector) to the center of your screen.

3
Now under the Edit tab, you will need to fill in the operator text, or what you want the operator to say to your callers. In this case, we’ll let the caller know that we'll send their message along to have their call returned.
NOTE: If you want the agents to say something different depending on why they're calling or whom they're calling for, you won't be able to use the Closing (Collector) script block. Instead, you'd need to create separate Closing blocks for each person or call reason. 

4
Under the Options tab, you'll need to configure your Conditions and Comparisons accordingly. In our example, we'll match the Condition "Specific Person" to a Comparison of the name the agent selected from a Specific Person logic block.

First, select your Condition from the appropriate dropdown. We'll choose Specific Person from our list of Custom Collectors.

Next, type in your Comparison. We'll be typing in the names of the people we have listed in our Specific Person logic block.

NOTE: What you enter in the Comparison field must be an exact match to what you have in the Logic Option you're pulling data from.

Next, choose your Outcome and Profile accordingly. 

5
Depending on your own setup, continue adding conditions and comparisons until you've completed your list.
NOTE: If you want any of the options to result in a Cold Transfer, add the transfer number in the appropriate Cold Transfer field.

NOTE: If you want to remove any conditions, hover over the section you want removed and click the trashcan icon.

6
Under the Field tab, name your script block. We named ours Closing - Specific Person.

7
When you are finished, click Save.

Implementing the Closing (Collector) Block into a Section

1
Within SAS Flex, click on the  Builder icon from the menu on the left. Then select  Sections.

2
Under the Section bank, locate your respective section and drag it out to the center of your screen. If you don't already have a Section created, follow these instructions

3
Now under the Block Bank, locate your newly created Closing (Collector) script block under Unassigned Blocks, and drag it onto the section as your last step. If you previously created the section with a different Closing or ending block such as a Page Break, the Closing (Collector) will replace the existing ending block.

4
When you are finished, click Save.

5
If you're editing a section that is already established in your script, you're all set! If not, you'll need to add your new section to your script, and link up all sections accordingly.
In our example, all Specific Person options are linked to the same next section. Our Closing (Collector) script block will route messages to the correct person, and identify calls accordingly within the Call Log.

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still need help? Contact Us Contact Us