Configuring a Workflow (Round Robin) Script Block
While most of the script blocks in SAS Flex are used to gather information from callers, workflow blocks help automatically alter the flow of the script depending on the variables you’ve programmed in.
In this article we'll discuss:
When to Use a Workflow (Round Robin) Script Block
There are a few different reasons you may want to use a Workflow (Round Robin) block within your script. For example:
- Sales Teams: If your business has a sales team, setting up a Workflow (Round Robin) block can evenly distribute calls among them without having the operator choose at random.
- Counseling Centers: For Counseling centers who employ multiple therapists, setting up a Workflow (Round Robin) block can evenly distribute calls among counselors without having the operator choose at random or having to ask the caller who they want to see (if they are a new patient).
- Tow truck drivers / Taxi cabs: For tow truck or taxi companies, setting up a Workflow (Round Robin) block can evenly distribute calls among drivers without having the operator choose at random.
How to Create a Workflow (Round Robin) Script Block
1
First we'll need to
create a new script block. From the left-side navigation panel, click the
Builder icon. Then, select
Blocks.
2
From the Blocks list under
Block Templates, locate and click on
Workflow (Round Robin).
3
Once the block populates on your screen, you'll see the Block Type along the top of the block, and a space to add a
Block Label next to it. Block Labels will help us identify the block within the system later on. We named ours
Round Robin - Sales, since we want this block to cycle through our Sales team.
4
Under the
Options tab, you'll need to select your Evaluation Type. In this example, we'll choose the Round Robin distribution type.
- Random selection: If this type is selected, the system will randomly select a path each session.
- Round robin distribution: If this type is selected, the system will select a path each session and cycle through the other options on subsequent calls.
5
Under the
Logic tab, click
Add new logic option to enter each option. If you'd like to add multiple Logic options at once, click the
Add bulk option.
6
Under the
Logic Label heading, add the list of items that agents will select from. In this example, we'll be adding the names of our Sales team members.
If you want to change the order of your options, simply hover over the 6-dot icon on the left, and drag and drop the options into place.
7
The
Collector tab will have pre-set data that cannot be changed.
8
When you are finished editing, click
Save in the bottom right-hand corner of your screen.
Adding a Workflow (Round Robin) Script Block to your Script
In our current script, we have 2 sections configured;
Calling for Sales and
Calling for Service. Both options are gathering basic information and sending a message through. In this tutorial, we want to edit the Calling for Sales path to incorporate the Workflow (Round Robin) script block we've already created, which will evenly distribute calls among our sales team members.
1
Since the Workflow (Round Robin) block will need to be incorporated into it's own section, we'll need to update the
Calling for Sales section by removing the Closing block and replacing it with a
Page Break block. To do this, hover over the section you want to update and click the
Gear icon to edit.
2
On the next page, scroll down to the bottom of the section and click the
X button to remove the current Closing block.
3
Next, click the
+ sign to add a new block.
4
From the pop-up window, select the
Page Break block option.
5
Once the block populates on your screen, you'll see the Block Type along the top of the block, and a space to add a
Block Label next to it. Block Labels will help us identify the block within the system later on. We named ours
Page Break - Sales.
6
Both the
Logic and
Collector tabs will have pre-set data that cannot be changed.
7
When you are finished editing, click
Save in the bottom right-hand corner. You will see the new block where the Closing block used to be. Click
Save again to be brought back to the script workflow.
You will now notice that the script section we just edited is showing as incomplete. This is because the Page Break block broke up the section. We'll now need to create a new section for our Workflow (Round Robin) script block.
8
In the upper left-hand corner of your page, click the
+ sign to add a new section.
9
Click the
Drag to create a new section button and drag it into your script workflow, preferably next to the section you are updating.
10
Hover over your new section, and click the
+ sign to add a block.
11
From the
Custom Blocks library on the left-hand side of your screen, locate the Workflow (Round Robin) block you've already created, and drag it over to the designated area within the section builder.
12
Name your section, choose a color, then click
Save in the bottom right-hand corner. We named ours
Round Robin - Sales.
You will now see your new section as shown below. As you can see, the sections are still showing as incomplete. This is because we need to link up our first section (Calling for Sales), to our new section (Round Robin).
13
To link up your sections, click the open circle in your first section, and drag it over to the open circle within your second section, as shown below.
Our Calling for Sales section is now showing as complete, but our Round Robin section is still incomplete. To fix this, the Round Robin section will need to be linked to a subsequent section or sections, as the system will need to know what to do after a selection has been made. Depending on your specific needs, this next step may vary.
14
In our example we'll create a new closing section using a
Closing (Collector) script block. The Closing (Collector) block will automatically select a Profile, Outcome and a Cold Transfer endpoint (optional) at closing based on a prior collector value (in this case, the Round Robin selection). However, you can choose to create separate Closing blocks and sections for each individual person, or continue adding other sections if you want the system to collect more data from callers. Again, this step will change depending on your needs.
15
When you are finished editing your script, click
Save in the upper right-hand corner.
