An SAS script is basically a large flow chart. This flow chart is filled with junctions where the operator is forced to make a decision about where to go next. For example, after the operator reads your main greeting, they will need to decide which path to take based on the caller's request. This might mean following a path for emergency calls or capturing a sales lead. We call these different decision points Options.
Adding options for all possible call types allows you to build a seamless customer service experience for your company. In this tutorial, we'll learn what an options menu looks like, how to find out where messages from any option path will end up, and how to determine the first question the answering service operator will ask once they've started down a path. Scroll down this page to get started!
Accessing a Logic Option
Most scripts will have a Logic Option step built in. When you open your Call Script Builder, click on some of the script steps on the left side. A Logic Option step will always have a red * next to it and have indented script steps under it. When you click on the actual step, the right side of the screen will show you the Logic Option text along with a View Options link in the bottom left corner.
5 Columns of a Logic Option Menu
The Options menu consists of 5 columns. Keep reading for information about each column.
1. Dropdown Order: The first column, which has no heading, will contain the numerical order of paths in your script. Paths can be numbered consecutively, or you can list them alphabetically by numbering each as ‘1’. The order in which you have paths listed is the order they will be displayed in the operator's script.
2. Option: The second column lists the Option, or the Name of each script path. When the operator looks at your script, they will use these headings to decide which path to choose, so keep these short and keyword rich. Your script can have as many paths as necessary, but keep in mind that the less options the operators have to choose from, the easier the call will flow.
3. Assign To: The third column, Assign To, shows you the location to which each script path is assigned. Location assignments will determine who is notified with the call details after a call closes.
4. Next Step: The fourth column, Next Step, will show you the first step / question within each path.
If you check out your call script, you'll see that the Step Labels in the above Options menu match the first step in each of your script paths.
5. Edit & Delete: Finally, the fifth column contains Edit and Delete icons. Click Edit to renumber a path, change its name, assign it to a specific location, or update the Next Step. The line will appear highlighted in yellow, and you'll click Update to save your changes. If you click Delete, be sure that’s what you really want! Once you delete a call path, you can’t retrieve it.