Many call scripts contain a function step called Function(FieldNamePath). This type of logic option
is built into a call script
to tell the system to match the previous path with the next path, displaying the corresponding next step for the operators to follow.
For example, let's say that you have three paths in your call script: Calling for Sales, Calling for Service and All Other Calls. All paths are taking the same information using the steps FirstName1, LastName1, PhoneNumber1 and Regarding1. However, you'd like each path to have a distinct Closing step and Call Result. After the Regarding step, you would use Function(FieldNamePath) to allow the script to deviate based on the initial path that was chosen, or the caller's answer to a specific question.
The most important thing to keep in mind when using this feature is that the field name
of the function step must match the field name of the initial logic option in order for the script to automatically select the correct path. The instructions in this tutorial will show you how to add this function to an existing script. In the example below, you can see that the script paths are all utilizing the same steps.
1. Click on the CallReason or Greeting
step. This is the first logic option in your script that gives the operators call paths to choose. You'll need to document the field name exactly, as you'll need this when you build your function logic option. The field name in our example is, "CallReason."
2. Since we'd like to create a distinct Closing
step for our three paths, we'll need to click on the step prior to the existing closing step: Regarding1
Note that because the paths are built with the same steps, when you click on any step in one path, the same step will be highlighted in subsequent paths.
3. You'll see the Regarding Free Text details on the right, along with the Next Step
drop down list at the bottom. Click on Next Step, and scroll to the top of the list to select the -
(dash) icon. Then, click Save
4. Your script will repopulate, and each path will show a red dot with the words New Step
next to it.
5. Click New Step, and from the Step drop down list on the right, select Logic Option
. Then, click Continue
6. In the blank Logic Option step, fill in both the Step Label
and Field Name
with the Field Name you documented earlier, "CallReason."
Modify the Step Label by adding a number to the end. This will differentiate it from the original logic option step, but the Field Names must match exactly.
Then, copy and paste this text into the Text
7. Click Save
in the lower left corner, and your paths will repopulate, showing your second logic option with an *
to the right.
8. Now you'll need to build the logic options for your function step. At the bottom left of the logic option, click View Options
9. The blank options menu pop-up will open. Click Add New
in the lower left corner.
10. A segmented line will appear. This is where you'll add your first option.
In the first box, type in the option Number
. Then add the Option
name, which must match the previous path name exactly. For example, our first path is Calling for Sales / Parts. The option will need to be formatted as such in order for the function step to work.
11. Once you've completed the first two boxes, click the Add
button on the far right.
12. Continue adding all necessary options, and then click the X
in the upper right corner to close the options menu.
13. Now back on the main scripting screen, click Save
in the lower left corner of the Logic Option step. Your paths will repopulate showing each option followed by a red dot and the words New Step
. At this point, you'll close out your options.
14. Click New Step under the first option on the left. From the Step
drop down list, select Closing
, and then click Continue
Be sure to select the Closing listed above the **********.
15. Complete your Closing step label with something that matches the specific option. In our example, the option is Calling for Sales / Parts, so we've labeled the closing ClosingSales
Enter your desired Text
and Call Result
. Then, click Save
in the lower left corner.
16. After clicking Save, your paths will repopulate on the left showing a green dot next to your first closing step. Repeat steps 14 and 15 to close out all options.
Your completed script will look much like the image below, with the path names matching your logic options, each with a distinct Closing step and Call Result. If you'd like to make sure everything is programmed correctly, go through your script in the operators' view
, and test out your paths!
For information on other function steps, check out these tutorials: