Configuring Different Closing Block Options
When building a script in SAS Flex, there are several options to choose from when deciding how to close out your script. In this article we'll go over the different types of Closing Block options and how to configure each of them.
Closing Block Options
- Closing: In the Closing block, the CSR will say a short statement and disconnect the call. Closing blocks allow you to select the Call Result, or Outcome, which is how the call will be displayed in your call log. You can also choose the Profile(s) to send messages to.
- Closing (Collector): The Closing (Collector) block will automatically select a Profile, Outcome and a Cold Transfer endpoint (optional) at closing based on a prior collector value. For example, an Auto Detailing company may work on Coupes and Sedans, but may not work on SUVs and Trucks. The Closing (Collector) block could be used to screen different collectors (type of car) to see if the variable entered matches your condition (coupes, sedan), which could change the end result of the script (sending a message vs. not sending a message).
- Cold Transfer: Use this block to call a pre-programmed contact number, transferring the caller to the line immediately when the line rings. There is no interaction between the CSR and the contact person. The caller’s information may or may not be gathered prior to the transfer. You can either transfer to a Profile number or transfer according to a cold transfer schedule.
- Reach: This block is used at the end of a script workflow. After the caller is disconnected and the call is saved, the system will automatically contact your on-call staff based on the Reach On-Call Schedule you've integrated.
Configuring a Closing Block
Use the All day closing option if you want the agents to use the same closing 24/7. If this option is chosen, standard text is pre-filled in the Operator Text. Feel free to customize this accordingly.
Use the Business and after hours closing option if you want the agents to use a different closing for business hours and after hours. If this option is chosen, you'll need to select a Business Hours set from the drop down, and fill in the operator text for both Business Hours and After Hours.
If Business and After Hours Closing is chosen, you can also choose to activate different closings based on your Holiday or Lunch Hours
If you are utilizing the SAS Email App, the SAS SMS App, or one of our available App Integrations, select the appropriate check box, then choose your respective template and/or configuration from the drop down.
Once your Block has been created, you'll need to incorporate it into a Script Section. For more information on Script Sections, check out this article.
Configuring a Closing (Collector) Block
Use the All day closing option if you want the agents to use the same closing 24/7. If this option is chosen, standard text is pre-filled in the Operator Text. Feel free to customize this accordingly.
Use the Business and after hours closing option if you want the agents to use a different closing for business hours and after hours. If this option is chosen, you'll need to select a Business Hours set from the drop down, and fill in the operator text for both Business Hours and After Hours.
If Business and After Hours Closing is chosen, you can also choose to activate different closings based on your Holiday or Lunch Hours
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.
Next, choose your Outcome and Profile(s) accordingly.
Depending on your own setup, continue adding conditions and comparisons until you've completed your list.
Once your Block has been created, you'll need to incorporate it into a Script Section. For more information on Script Sections, check out this article.
Configuring a Cold Transfer Block
Use the All day closing option if you want the agents to use the same closing 24/7. If this option is chosen, standard text is pre-filled in the Operator Text. Feel free to customize this accordingly.
Use the Business and after hours closing option if you want the agents to use a different closing for business hours and after hours. If this option is chosen, you'll need to select a Business Hours set from the drop down, and fill in the operator text for both Business Hours and After Hours.
If Business and After Hours Closing is chosen, you can also choose to activate different closings based on your Holiday or Lunch Hours
If you are utilizing the SAS Email App, the SAS SMS App, or one of our available App Integrations, select the appropriate check box, then choose your respective template and/or configuration from the drop down.
Next, choose your Transfer option based on the choices below
- Transfer to Profile number: If you select this option, you will also need to select the Profile in which you want the call to be transferred, as well as the number to transfer to. If you haven’t already, check out this article on how to edit a Profile.
- Transfer according to Cold Transfer schedule: If you select this option, you will also need to select the on-call schedule you want to use. If you haven’t already, check out this article for instructions on how to set up an on-call schedule.
- Transfer to number: If you select this option, you'll need to manually type in the number you want us to transfer to.
Once your Block has been created, you'll need to incorporate it into a Script Section. For more information on Script Sections, check out this article.
Configuring a Reach Block
Use the All day closing option if you want the agents to use the same closing 24/7. If this option is chosen, standard text is pre-filled in the Operator Text. Feel free to customize this accordingly.
Use the Business and after hours closing option if you want the agents to use a different closing for business hours and after hours. If this option is chosen, you'll need to select a Business Hours set from the drop down, and fill in the operator text for both Business Hours and After Hours.
If Business and After Hours Closing is chosen, you can also choose to activate different closings based on your Holiday or Lunch Hours
Choosing the Static option will ensure all messages that use this block have the same Outcome, are sent to the same Profile(s), and will utilize the same Reach schedule.
Choosing the Dynamic option will allow you to configure additional variables, as outlined below:
- Condition: Set your Condition based on how you want the system to choose to use one Reach schedule over another. For example, we want our Reach schedule to change based on if the customer is calling for Sales or Service, so we'll choose the Sales or Service collector we've already set up.
- Comparison: Depending on the Condition you've set, you'll need to add your Comparisons accordingly. For example, since we want our Reach schedule to change based on if the customer is calling for Sales or Service, we'll need to add two Comparisons; one for Sales and one for Service.
- Outcome: Choose the applicable Outcome, or Call Result, based off the Comparison. Our two Outcomes will be Calling for Sales and Calling for Service
- Profile: Choose the applicable Profile(s) where you want messages to go.
- Schedule: Choose the applicable Reach schedule based off your conditions.
Once your Block has been created, you'll need to incorporate it into a Script Section. For more information on Script Sections, check out this article.