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

1
Under the Edit tab, choose your Closing Type based on the options below.

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.

2
Under the Options tab, assign a Call Result to your Closing Block by choosing an Outcome. Then choose the Profile(s) you want messages to be sent to. You can select up to 10 Profiles per Closing Block.

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. 

3
Under the Field tab, add a Block Label to your Closing Block.

4
When you are finished, click Save

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

1
Under the  Edit tab, choose your Closing Type based on the options below.

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.

2
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(s) accordingly. 

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.

3
Under the Field tab, add a  Block Label to your Closing (Collector) Block.

4
When you are finished, click  Save

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

1
Under the  Edit tab, choose your Closing Type based on the options below.

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.

2
Under the  Options tab, assign a Call Result to your Closing Block by choosing an Outcome. Then choose the Profile(s) you want messages to be sent to. You can select up to 10 Profiles per Closing Block.

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. 
NOTE: With a Cold Transfer, we cannot transfer to any number with an extension.

3
Under the  Field tab, add a  Block Label to your Cold Transfer Block.

4
When you are finished, click  Save

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

1
Under the  Edit tab, choose your Closing Type based on the options below.

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.

2
Under the Options tab, choose your Reach Type from the drop down.

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. 

3
Under the Field tab, add a Block Label to your Reach Block.

4
When you are finished, click  Save

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.

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