Using and Creating Nested Logic Options
Logic Options can be used throughout a script to provide the operators with different call options depending on the caller’s response or request. Nested Logic Options allow agents to click on an option, then see a model for a deeper selection without having to page forward in your script, which helps save time while on the call.
In this article we'll discuss:
Use Cases for Nested Logic Options
Nested Options can be used in many different ways, but are especially helpful in cases where the agents may have several options to choose from instead of just 1 or 2. For example, a standard Logic Option may just have 2 options, like screening callers to see if they're a new or existing customer, whereas a Nested Logic Option would be used for options that require a subsequent selection. For example, calling for a Specific Person would then prompt the agent to select the person the caller is looking to speak with. Here are some other ways to utilize Nested Logic Options:
- Specific Person or Department
- Property Lists for Real Estate or Property Managers
- Urgent Issues for an HVAC company
- Accepted insurances for a medical provider
Script Blocks Where Nested Logic Options Can be Used
Nested Logic Options can be added to the following script blocks; Greeting, Greeting (Lookup) and Logic. For more information on script blocks and their functions, check out this article.
How to Create Nested Options
In our example we will be using the Nested Logic Option in our initial Greeting block for callers looking to speak with a Specific Person.