Configuring a Closing (Collector) Block
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 show you how to configure 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. For example, if you have a Specific Person logic option set up in your script, the Closing (Collector) block could be used to screen different collectors (name of specific person) to see if the variable entered matches your condition, which could change the end result of the script (sending a message vs. not sending a message).
In this article we'll discuss:
All-Day Closings
All-day closings will display the same closing text to agents no matter what time a customer calls in.
1
Click on the
Builder icon from the left-side navigation panel. Then select
Blocks.
2
From the
Block Templates list, find and select the
Closing (Collector) block.
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
Closing - Specific Person.
4
Under the
Receptionist tab, we'll be using the
All day closing option since we want the agents to use the same closing verbiage 24/7. If this option is chosen, standard text is pre-filled in the Operator Text. Feel free to customize this accordingly.
5
Next move over to the
Options tab. If you are utilizing the
SAS Email App, the
SAS SMS App, or one of our available
App Integrations, toggle the appropriate option, then choose your respective template and/or configuration from the drop down.
6
Now you'll need to configure your
Conditions and Comparisons accordingly. Click
Add new condition to begin adding conditions.
7
From the
Condition drop down, select the SAS variable you'd like the system to look for. In our example, we'll use the Specific Person condition which is a
custom collector we've already created.
8
Next, type in your
Comparison. We'll be typing in the names of the people we have listed in our Specific Person logic block.
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. You can
Next, choose your Outcome and Profile(s) accordingly.
Depending on your own setup, continue adding conditions and comparisons until you've completed your list.
If you want any of the options to result in a Cold Transfer, add the transfer number in the appropriate Cold Transfer field.
9
When you are finished, click
Save. Once the block has been saved, it can be found under the
Custom Blocks section of the Block Builder.
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.
Business and After-Hours Closings
Business and after-hours closings will display different closing text to agents depending on what day or time a customer calls in.
1
Click on the
Builder icon from the left-side navigation panel. Then select
Blocks.
2
From the
Block Templates list, find and select the
Closing (Collector) block.
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
Closing - Specific Person.
4
Now under the
Receptionist tab, select the
Separate business and after hours closing option. Then choose your
Business Hours set from the drop down.
5
Next, fill in the operator text under the
Business Hours closing section. In our example, we’ll be letting the caller know that we're sending their information along for a return call.
6
In the
After Hours closing section, we'll add similar text, but we'll also include language letting the caller know that their call will be returned on the next business day.
If you want the agents to say something different to callers when your office is closed for a holiday or during lunch, you can activate the Lunch closing and/or the Holiday closing and type in your respective text, as shown below.
7
Next move over to the
Options tab. If you are utilizing the
SAS Email App, the
SAS SMS App, or one of our available
App Integrations, toggle the appropriate option, then choose your respective template and/or configuration from the drop down.
8
Now you'll need to configure your
Conditions and Comparisons accordingly. Click
Add new condition to begin adding conditions.
9
From the
Condition drop down, select the SAS variable you'd like the system to look for. In our example, we'll use the Specific Person condition which is a
custom collector we've already created.
10
Next, type in your
Comparison. We'll be typing in the names of the people we have listed in our Specific Person logic block.
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.
If you want any of the options to result in a Cold Transfer, add the transfer number in the appropriate Cold Transfer field.
11
When you are finished, click
Save. Once the block has been saved, it can be found under the
Custom Blocks section of the Block Builder.
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.
