MANUAL 4 BUILDING A SCRIPT

Transcription

1 MANAGE TRAINING MANUAL MANUAL 4 BUILDING A SCRIPT

2 Updated 3/26/2018

3 Contents Scripting... 2 Script Screen... 3 Assignment Icons... 3 Show Inactive Scripts... 3 Add Script... 3 Add Script Screen... 4 External URL Script... 4 Editable Script... 5 Orange Functions Buttons... 5 Page Title... 6 Blue Functions Buttons... 6 Toolbar... 7 Script Pages... 7 Rebuttals... 8 Script Action Screen... 9 External URL... 9 Editable Script... 9 Edit...10 View...10 Preview...10 Copy To...10 Deactivate...10 Rename...11 Publish...11 Script Version...11 CALLSHAPER

4 Script Features...12 Formatting...12 Data Fields...12 Edit Data Field Screen...12 Uneditable Field...13 Editable Field...13 Field Type...13 Validation Type...15 Navigation Buttons...16 Edit Navigation Button Screen...16 Lead Search...17 Edit Lead Search Screen...17 Rebuttal...18 Global Rebuttal...18 Global Rebuttal Edit Page...18 Rebuttal Group...18 Assigning A Rebuttal Group...19 Page Tasks...20 Creating A Page Task...21 Page Task Screen...21 Adding A Conversion...22 Starting Transfer...23 Cancel Transfer...24 Finish Transfer...24 Play Sound...25 Change Recording Mode...26 Open Web page...27 Execute WebHook...27 CALLSHAPER

5 Page Task-logic...29 Creating Page Task-logic...30 Page Task Screen...30 Compare...31 Switch...32 Goto Page...33 Set Field Value...33 Initialize Field Value...34 Hints For Commonly Used Features, Tasks and Logic Testing a script...35 Transferring to an extension...35 Titling Pages...35 Publishing A Script...35 Previewing A Script...35 Open Web Page Task...35 Lead Searches...36 Adding Tasks and/or Logic...36 Steps For Creating A New Task Or Logic...36 Examples...38 Blind Transfer...38 Agent to Agent Transfer...40 Three-Way Call To The Same Number...42 Three-Way Call To A Different Number...44 Compare Example...46 Switch Example...47 CALLSHAPER

6 Manual 4 Pre-Work In Manual 1, we set up your account by creating users, teams, DNC lists, media attributes, scorecards, sounds, hold music and phone numbers. In Manual 2 & 3, we created your campaign by adding lead files, reports, dispositions, conversions and data fields. We also configured the settings for your voic , DNC lists, inbound numbers, callbacks, dialer mode, leads, queue, schedule, skill level, wrap up and sounds. In Manual 4, you will learn how to create a new script, use script functions, page tasks and page logic. After the script is created, we will review how to assign a script to a campaign or an inbound phone number, preview scripts and publish them. We will also go over how to edit, rename, copy, deactivate and reactivate existing scripts. To prepare for this Manual, you will need (if applicable): A copy of the script you will be using, A copy of all rebuttals included in your script, The link to any websites agents will access, A list of phone numbers the agent will transfer to, and Any client requirements. CALLSHAPER 1

7 Scripting Scripts provide agents with the information they will need to sell a product or gather data from the lead. Scripts can be used for outbound calls, inbound calls or both. They can perform tasks such as accessing the external web page, transferring calls, adding conversions and dispositions, playing sounds and making comparisons. There are two types of scripts that can be created in CallShaper; editable and external URL s. The editable script is created within CallShaper and uses the data fields, sounds, conversions and dispositions you have created. The external URL script will send the agent to an external web page containing the script they will be using. You have the option to send variables (data fields) from your campaign to be viewed by the agent and/or sent to your vendor. When it s time to create a script for the campaign, it is beneficial to plan out the flow of your script. Below are some of the questions to ask yourself before you begin. Will this be an editable script or will this be an external URL script? What will the verbiage be? What data fields will I need to include in the script? What data will I need to collect during the phone call? Will this script need transfer functionality? Will the agents need to access an external web page? Will the script need rebuttals? Will the script automatically chooses a conversion/disposition or will the agent select one at the end of the call? Will the script play a sound? Will the script perform comparisons (if/than)? Will the script perform a switch (multiple if/than)? Will data fields be automatically updated based on the information in the lead file or information gathered during the phone call? CALLSHAPER 2

8 Script Screen The Script screen will list the active scripts and give you the option to edit an existing script, add a new script or view the list of inactive scripts Action buttons List of all active scripts Script type Assignment Icons Assignment Icons = Assigned to the Campaign = Assigned to an Inbound Number Show Inactive Scripts The will have the same options as the active Scripts screen. button will list all inactive scripts within the campaign. This screen When an inactive script is selected, you will be given the option to the script. If reactivated, the script will automatically move to the active list. (Other options are available based on the type of script. We will review the other options in the script action section of this Manual) Add Script You are not limited to the number of scripts within a campaign. You could create one script used for both inbound and outbound calls or, you could create a script for outbound calls (assign to the general tab - campaign settings) and separate scripts for each inbound phone number (assigned to the general tab - inbound number). The button is used to add both an editable and external URL script. CALLSHAPER 3

9 Add Script Screen On this screen, you will name the script and choose whether the script will be editable or an External URL. Editable Script The script will be created within CallShaper. You can insert data fields, create transfers, access external web pages, add rebuttals and more. External URL The agent will take/make the call using CallShaper, when the call connects, the script will open an external website. The external website can open within the Agent Application or in an external browser. External URL Script The external URL script includes a variables section to use if you are passing data from CallShaper to an external website (portal). The data must be loaded into CallShaper from your lead file, have been previously added to your account or to your campaign such as; agent, call or campaign information. Name of data field being passed to CallShaper data field name Delete Add variables (data fields) to be passed to the portal If the agent will complete the data field being passed during the phone call, create an editable script and use the open web page task. (covered on page 27) CALLSHAPER 4

10 Editable Script The Creating a Script screen has multiple sections, functions, and features. First, we will become familiar with the sections, then we will review each of the sections features and/or functions. Orange function buttons Blue function buttons Page title Toolbars Script text Rebuttals Script pages Orange Functions Buttons Adding a new page - You are not limited to the number of pages within a script. The pages created can be visible and used by the agent or not visible and only used as page tasks or logic. Pages can include text, navigation buttons, lead searches, rebuttals, tasks and/or logic. All pages created will be listed in numeric or alpha order. We recommend using numbers in the title to keep the pages in the order they will be used. Add Rebuttal Group - Rebuttal groups are rebuttals that are assigned to one or multiple pages of the script. Save - The script should be saved often. If changes have been made to a script, the page name will remain italicized until you have saved your changes. Exit Script Editor - When all changes have been made and saved, use this button to exit the script. CALLSHAPER 5

11 Page Title The title of each script page will be listed in the Create a Script screen and the Agent Application. In the Create a Script screen, you will also see icons to show the start page ( ) and if there is a page task ( ) assigned to it. Blue Functions Buttons Start Page This button is used to assign the start page. Edit Page Name This button is used to change the name of the script page. Page Task Within the script, there are multiple tasks you can assign to a page such as adding a transfer function, playing a sound, comparisons, open a web page, etc. (covered on page 20). Rebuttal Group Rebuttal groups are created using the orange function buttons. This button is used to assign a rebuttal group to a specific page. Referring Pages - This button will open a window that will list all pages that reference or whose Navigation Buttons brings you to the current page you are on in the script. If you select one of the pages listed, you will be sent to that page. Delete This button is used to delete a script page. CALLSHAPER 6

12 Toolbar These icons are used for formatting, adding links, adding tables, inserting navigation buttons, data fields, and lead searches. Script Pages - Each script will come with default script pages that can include editable verbiage, navigation buttons, page task and data fields. These pages were created to help you get started. All features and verbiage can be removed or changed. The default pages are recommended but not required to be part of the script. A description of each default pages is below. Start Page This start page will not be seen by the agents. It is programmed with a page task that tells CallShaper, If the call is inbound, start the script on the 100 Inbound page, if the call is outbound, start the script on the 100 outbound page. Any page created in the script can be used as the start page and programmed to be visible or not visible to the agent. The page designated to be the start page in the script will have the icon next to the page name. Any page that has a page task or logic will have the icon next to the page name. 100 Inbound Introduction This page includes a lead search along with typical verbiage and data fields used when taking an inbound call. The lead search is used to link an incoming call to a lead that has been loaded into CallShaper. The navigation buttons on this page will send the agent to the 110 Confirm Info page or the 999 Courtesy Close page (navigation buttons are covered on page 16). CALLSHAPER 7

13 If a lead search is not used to connect an existing lead to an inbound call, the agent will create a new lead. (lead search is covered on page 17) 100 Outbound Introduction This page has typical verbiage and data fields used to introduce the agent who is making an outbound call. The navigation buttons on this page will send the agent to the 110 Confirm Info page or the 999 Courtesy Close page. You will notice a lead search is not included on this page. This is because, in this example, the dialer will always select the lead prior to making the call. If any calls are made manually, you will need to include a lead search on this page. 110 Confirm Info This page includes lead demographic data fields used for both inbound and outbound calls. The data fields on this page are editable, meaning any information manually typed in these fields by the agent will update the leads information. The navigation buttons on this page will send the agent to the 200 Close page or the 999 Courtesy Close page. (data fields are covered on page 12) 200 Close This page contains typical verbiage and an uneditable data field used when closing a call. There are no navigation buttons on this page. If the call has been successful, this will be the last page the agent sees when ending the call. 999 Courtesy Close This page contains typical verbiage and an uneditable data field used when a lead is not interested or not qualified. There are no navigation buttons on this page. If the call was not successful, this will be the last page the agent sees when ending the call. Rebuttals Global rebuttals and rebuttal groups are both listed in this section. Global rebuttals ( ) are visible to the agents on all script pages. (covered on page 18) Rebuttal groups are assigned to specific pages of the script. (covered on page 19) CALLSHAPER 8

14 Script Action Screen The Script Action screen is where you go to make changes, deactivate or copy your script. The editable Script Action page will have the additional options to preview, publish and rename the script. External URL The external URL Script Action page will contain action buttons, list the URL and its variables. Action buttons URL Variables sent Editable Script The editable Script Action page contain action buttons the details of the latest version of the script. It also allows you to view and select previous versions of the script. Script version Script details Action buttons List of previous version CALLSHAPER 9

15 Action Button Section Edit Action Button Available In Both The screen. Description screen will provide the same options as the Add Script View Preview Editable Editable The button gives you a view-only version of the edit mode. This allows you to see the contents of the script, but not make any changes to it. The button allows you to see how the script will perform from the agent s perspective and verifying the flow of the script by using the navigation buttons, typing into the data fields, reading the text and ensuring the page tasks perform correctly. Options Drop-Down The following actions are available in the Action Button Available In drop-down. Description Copy To Both Rather than start a script from scratch you can Copy To a script to the same or a different campaign within your account. Choose the campaign to copy the script to from the drop-down. If there are data fields in the script you are copying from that are not in the campaign you are copying to, no need to worry. A missing required data fields message will pop up stating: The script you are trying to copy references Data Fields which are not currently available in the chosen destination Campaign: Clicking "Continue" below will cause these Data Fields to be automatically created in the destination Campaign before the Script is copied. Once a Data Field has been created it cannot be deleted. Deactivate Both When a script is no longer being used and is not assigned to a campaign or an inbound phone number, you can deactivate it. Once deactivated, the option changes to reactivate. CALLSHAPER 10

16 Rename Editable The rename options will allow you to change the name of the script. You can rename an external URL script by using the edit button. Publish Editable If changes are made to a script, the agents working that campaign will not see the changes until you Publish the script and assign it to the campaign (campaign settings general tab). Once published, the changes will reflect in the Agent Application on their next phone call. When you click the publish button you will see a warning message stating, Publishing this version will make it permanently uneditable and will immediately make it the active version. Are you sure you want to do this? This does not mean the script is not editable. You can edit the script at any time, each time you edit and publish the script, you will create a new version. Script Version Each time the script is published, a new version is created. The list of each version is located in the lower section of the script screen. There you will see the version number, status, date last modified and who the version was modified by. The different statuses of the scripts are: Status Definition This version of the script is editable and has not been published. This version of the script is published and currently being used in the campaign. Published versions can be viewed but cannot be edited or renamed. This version of the script has been archived. Archived versions can be viewed but cannot be edited or renamed. To view or preview a version, select the version and click the proper action button. Now that you know how to add a script and where things are located. Let s learn how to use the script features. CALLSHAPER 11

17 Script Features Script features are used to make the script easy to read and user-friendly for the agent. In this section, will learn how to format text and add data fields, navigation buttons and lead searches to a script page. Formatting The text is added free-form by simply placing your cursor where you want the verbiage to go on the script page and start typing. You can add links, images, tables, special character and format text using the formatting icons and the drop-downs in the toolbar. Data Fields Data Fields can be added to a script as either editable or uneditable. Data fields must be added to a campaign before they can be incorporated into a script or reports. Data fields are covered in Manual 2. Edit Data Field Screen In this screen, you will choose the data field and whether the field will be editable or not. If the field will be editable, you will select the field type, validation type and if the field is required. CALLSHAPER 12

18 Uneditable Field Uneditable data fields will show in the script as part of the text and look similar to the example on the right. If the data field is uneditable, you will not be given any formatting options. Editable Field Editable data fields can be viewed in different formats such as; text box, radio button, check boxes, date selector or a drop-down list. Includes all data fields in campaign Description from data field Example from data field Options if editable If selected, the agent can t move forward in the script until complete Field Type Field type will provide a list of formatting options. This format is how the agent will select or input the data in the Agent Application. The options are: CALLSHAPER 13

19 Single Line text This will give the agent a one-line text box they can type free form into. If this format is chosen, you can size of the width of the text box. Multiple Line Text This will give the agent a multiple line text box they can type free form into. If this format is chosen, you can size the column width and the row height. Select Box This field will give the agent a drop-down list of data to select from. The agent can only select one option in the select box. Radio Buttons Radio buttons will give the agent a list of data to select from. The agent can only select one of the radio button options. This format will ask you to choose the layout of the options as one line or each option on a separate line. Checkboxes Checkboxes will give the agent a list of data to select from. The agent can select multiple check-box options. This format will ask you to choose the layout of the options as one line or each option on a separate line. Date Selector This option is used when the agent needs to select a date and/or time. The agent will click on the data field; a calendar will appear and they will select the appropriate date or use the dropdown list to select the appropriate time (depending on the validation type selected). CALLSHAPER 14

20 Phone Number This option will allow you to Capture Express Consent. Validation Type Validation type will verify the format used in a data field. Free Form Text This will allow the agent to type the text free-form using both alpha and numeric. If selected, you will choose the max length of the field. Phone Number The phone number validation will be 10 digits. Address validation will check for symbol and the.com,.net, etc. Number This will only allow the agent to type numbers. Alpha will not be accepted in this field. If selected, you will choose the number of decimal places, minimum value and the maximum value of the field. Date This validation is used with the date selector field type. The format will be mm/dd/yyyy. Time This validation is used with the date selector field type. The format will be hh: mm. Date & Time This validation is used with the date selector field type. The format will be T15:00: Regular Expression This is a sequence of characters that define a search pattern. If selected, you will choose the maximum length of the field, the Regex, and the error message. CALLSHAPER 15

21 Fixed Value List This validation will provide a list of options for the agent to select. The options available are created using the select box, radio buttons or check box field type. Navigation Buttons Navigation buttons send the agent to the next page in the script. When creating a navigation button, you choose its label, the script page it appears on and the script page it will take the agent to when selected. Edit Navigation Button Screen The button label is a free-form field. The label will be the name of the navigation button in the Agent Application. What do you want the agent to see? What color do you want the button to be? Where will the button take the agent in the script? Example: Navigation buttons can also be thought of as save buttons. Meaning, if the agent completes a data field, the information is not saved UNTIL the agent clicks the navigation button taking them to the next page in the script. CALLSHAPER 16

22 Lead Search A lead search is used to attach an inbound call or a manual outbound call to a lead (not needed for outbound calls made by the dialer). If a call is not attached to a lead, the agent will create a NEW lead in the campaign. This could result in reporting discrepancies and calling leads that have been finalized with a conversion or disposition or have already reached their max attempt limit. Edit Lead Search Screen Results Fields = The fields that will display once the lead has been selected. Filter Fields = The fields the agent can search by to find the lead. Example of a completed lead search To select a lead, the agent MUST click on Select Link. If the agent does not click the Select Link, the leads information will not be attached to the call and the agent WILL create a new lead. CALLSHAPER 17

23 Rebuttal Rebuttals are created to give the agent a way to handle rejections or objections during the call. Rebuttals can be added as a global rebuttal, which will appear on every page of the script, or as a rebuttal group that can be assigned to an individual script page. In the Agent Application, rebuttals are in the top righthand corner of the script. Global Rebuttal Global rebuttals will be seen by the agent on each page of the script. They are added by selecting Global in the rebuttal section. Global Rebuttal Edit Page On the Global Rebuttals screen, there is a button titled add rebuttal. Once you add a new rebuttal, you can delete it using the button and open or collapse using the button. Make title represent the objection. Type free-form what you want the agent to see and/or say. Rebuttal Group You are not limited to the number of rebuttals you can add to the script. However, the agent s screen can get crowded. In some cases, it may be beneficial to add the rebuttals as a group so they only appear on specific pages of the script. CALLSHAPER 18

24 Once rebuttal groups are created and named, they are listed under the global rebuttals in the rebuttals section. Select the rebuttal group to add verbiage. The Rebuttal Group Edit screen is similar to the Global Rebuttal Edit screen but with more blue function buttons. In addition to the (add rebuttal group) button, there is also an (edit group name) and (delete rebuttal group). Assigning A Rebuttal Group Once you have created a rebuttal group, you can assign that group to a script page for the agent to see by using the button and selecting from the list in the rebuttal group window. Example of how the rebuttals look to the agent We have talked a lot about page tasks, now let s find out what they are. CALLSHAPER 19

25 Page Tasks Page tasks are functions completed behind the scenes within a script. The tasks are triggered by lead file data or actions the agent performs during a call such as; completing a data field or selecting a navigation button. There are multiple page tasks available in the scripting. They are: Add Conversion, Set Disposition, Start Transfer, Cancel Transfer, Finish Transfer, Play Sound, Change Recording Mode, Open Web page, and Execute WebHook After a task has been added, it is highly recommended that you: Preview The Script - This will give you the opportunity to check the script for accuracy. Publish The Script - When you have made the necessary changes, and have previewed the script it can be published. However, before the script is released to the agents, the script should be run in test mode. Run In Test Mode - This step is highly recommended. This will give you the opportunity to test the script from the Agent Application before the script is published and used by the agents. (covered in Manual 2) If the campaign is active, we suggest creating a test campaign where you can run the script in test mode and not affect the agents who are currently working on the campaign. Once the script has been tested, you can copy it into the active campaign and assign it to the campaign settings or inbound number general tab. CALLSHAPER 20

26 Creating A Page Task Within one page, you can have multiple tasks. They are added in the order you would like the tasks to happen. For that reason, before adding a page task to the script, think about how the script should flow. Where in the script will the task be initiated? Will the task be initiated by the lead file data or an agent? Will the script return to the same page or move to a new page once the task has been initiated or completed? It is important to remember that data selected or input by the agent is not saved until the agent moves to the next page of the script. Therefore, if a data field completed by the agent is triggering the task, the data field, and the task CANNOT be on the same page. For example: The agent is going to ask the lead, what is your favorite type of fruit? If the lead says kiwi, they are considered qualified and the page task will add the conversion, qualified. For the conversion to be added, the agent will select the leads favorite fruit in the data field and then click the navigation button, saving the data and directing them to the next page. The next page in the script contains the page task that will add the conversion. Page Task Screen In the Page Task screen, you will have the ability to add, delete and change the order of the tasks. Add additional tasks Delete Change order To change the order, click and hold the icon to move the task up or down. Now let s review the different types of page tasks available in the scripting. CALLSHAPER 21

27 Adding A Conversion and Setting A Disposition Automating a conversion or setting a disposition is done when a specific action results in a conversion or a disposition for example; data selection or going to a specific page in the script. Creating a page task will eliminate the need for the agent to choose this conversion at the end of the call. When the conversion or disposition has been added to the call, the agent will see a message telling them the name of the disposition or conversion that has been added All conversions added to your campaign will be available in the drop-down list. All dispositions in your campaign will be available in the drop-down list. CallShaper only allows dispositions and downsell conversions to exist on the same call. Any main sale conversions (the ones that mark the call as converted and factor into SPH and other calculations) clears out the disposition. Select No in the Visible To Agent field of the Conversion or Disposition Edit screen. Otherwise, you may end up with two of the same or multiple dispositions on the same call. If automated, you should adjust the wrap-up time in the campaign settings. Keeping in mind agent may need to schedule a callback or choose one of the canned dispositions. CALLSHAPER 22

28 Transfer Tasks With the transfer tasks, you can start, cancel or finish a transfer within a script. Transfers can be sent internally or externally and can be blind or attended. In addition to traditional transfers, the transfer tasks can also be used to perform 3-way calls. Meaning, you can make the call to a third party with the lead on the line, end the call with the third party and continue your conversation with the lead. The start transfer task can be programmed in the scripting or a Canned Transfer (covered in Manual 3). With an attended transfer, the cancel and finish transfer tasks can be programmed in the scripting or, the agent can use the buttons available in the transfer (green) section of the Agent Application. The transfer section is only available when the attended start transfer task begins. Starting Transfer All transfers and 3-way calls will begin with the start transfer task. This task can initiate the call to the third party both internal and external. Choose attended or blind Can be a phone number or a data field Only added if transfer is blind or finished Automate the conversion when the transfer happens When transferring between campaigns or accounts CALLSHAPER 23

29 Transfer number field - If the transfer will be to the same number each time, put the 10-digit phone number in the transfer number field. If the number could be different every time, create a data field for the agent to type in the 10-digits phone number and type that data field name into the transfer number field. Example: Lead.TransferCall. Caller ID field The campaign s DID or the Leads DID can be displayed. For the campaign DID, type Call., and choose call Call.OurNumber. To display the Leads DID choose Call.TheirNumber. Cancel Transfer The cancel transfer tasks can be programmed in the scripting or, the agent can use the cancel button available in the transfer (green) section of the Agent Application. The transfer section is only available when the attended start transfer task begins. Once an attended transfer has started, the cancel transfer task will stop the transfer (end the 3- way call) and keep the lead on the line. This is commonly used when calling a third party to verify information or using an external IVR. The cancel transfer page task will not have any options; it will simply end the call initiated by the start transfer task and keep the lead on the line. Finish Transfer The finish transfer tasks can be programmed in the scripting or, the agent can use the finish button available in the transfer (green) section of the Agent Application. The transfer section is only available when the attended start transfer task begins. CALLSHAPER 24

30 Once an attended (not needed for blind) transfer has started, the finish transfer task will end the call by sending the lead to the third-party. The agent will no longer be connected to the lead or the third-party. This task can be performed for internal and external phone numbers and is typically used for upsells or if the lead was working with a specific agent. The finish transfer page task will not have any options; it will simply end the call initiated by the start transfer task. Play Sound Sounds such as disclosures, disclaimers or advertisements can be added to a script using the play sound page task. Playing a sound is done to ensure the agents are providing consistent information to each lead. All sounds that have been recorded in the sounds library will be available in the drop-down list. Once a sound starts playing, it cannot be stopped from the Agent Application. CALLSHAPER 25

31 Change Recording Mode In the campaign recording settings, you can choose to record or not record all calls and select whether or not the agent can mute recordings. If you choose to allow agents to mute recordings, the mute button will appear above the dial pad in the Agent Application during all calls. If you choose not to allow the agent to mute the recordings, you can control if and when the recordings should be muted, stopped or started on specific script pages by using the change recording mode task. This task automates the recording setting, eliminating the need to rely on the agent to perform the task manually. You can choose Muted, On or Off. When the agent moves to that specific page, the recording status will change to what has been chosen. The recording status will remain that way for the rest of the call unless another recording status task has been added on a later page. CALLSHAPER 26

32 Open Web page The open web page task can be programmed to open in a separate browser or a tab within the Agent Application. This task is typically used when the agent needs to complete data fields before passing information to a client s portal or if the agent needs to reference a website for pricing, stock or directions, etc. If the agent is collecting data to be passed to a portal, variables can be added to the URL. Can contain variables If not selected, web page will open as a separate tab in the Agent Application If the script is on an external website, and the variables are not collected by the agent, see instructions for creating an external URL script. Execute WebHook The Execute WebHook task is used once you have set up a WebHook in the Configuration section of the campaign. In CallShaper, the WebHook will be executed at the end of the call, based on the criteria set in the WebHook UNLESS, the Execute WebHook task is added to the script. Once the Execute WebHook has been added to the script, you can control if/when the WebHook is executed on a specific page in the script or executed when data fields are completed in a specific way. CALLSHAPER 27

33 Select WebHook Choose task or logic to perform on success and/or on error Now that you know how to add a page task, let s try something a little more challenging; Page Task Logic. CALLSHAPER 28

34 Page Task-logic Page task-logic is found in the page task list and are similar to page tasks as far as being functions completed behind the scenes within a script. The logic is triggered by lead file data or data fields completed by the agent. There are multiple page logic options available in the scripting. They are: Compare, Switch, Goto Page, Set Field Value, and Initialize Field Value. After logic has been added, it is highly recommended that you: Preview The Script - This will give you the opportunity to check the script for accuracy. Publish The Script - When you have made the necessary changes, and have previewed the script it can be published. However, before the script is released to the agents, the script should be run in test mode. Run In Test Mode - This step is highly recommended. This will give you the opportunity to test the script from the Agent Application before the script is published and used by the agents. (covered in Manual 2) If the campaign is active, we suggest creating a test campaign where you can run the script in test mode and not affect the agents who are currently working on the campaign. Once the script has been tested, you can copy it into the active campaign and assign it to the campaign settings or inbound number general tab. CALLSHAPER 29

35 Creating Page Task-logic The page task-logic (logic) is programmed similarly to the page task s meaning; within one page, you can program more than one type of logic. The logic is added in the order you would like them to happen. Like a page task, if a data field is triggering the logic, the data field, and the logic CANNOT be on the same page. Before adding logic to the script, think about how the script should flow; Where in the script will the logic be initiated? Will the logic be initiated by the lead file data or an agent completing the data? Will the script return to the same page or move to a new page once the logic has been initiated or completed? Page Task Screen In this screen, you will have the ability to add, delete and move tasks around. Add task Add more of the same task Change order Delete In addition to the buttons listed above, you may see the button. This button is used to delete the information within that row. Now let s review the different types of logic available in the scripting. CALLSHAPER 30

36 Compare The compare logic is used to program data field values that tell CallShaper what to do if the statement is true and/or false. You can assign one or more-page tasks/logic if the statement is true and/or assign different page tasks/logic if the statement is false. An example of compare logic is used on the start page of each script. The page logic in the start page tells the script if the call is inbound (true), go to the 100 Inbound introduction page, if the call is not inbound (false), go to 100 outbound introduction page. Data field Add additional comparisons with the same true/false tasks Select if using case insensitive comparisons Equals, contains does not equal, starts with, ends with, greater than or equal, less than, less than or equal. Add true/false tasks The data in the value field MUST match exactly for the compare to work properly. If the values do not match, the task will not be activated. CALLSHAPER 31

37 Switch The Switch logic is used when you have multiple values for one data field resulting in different actions. The data field used as the switch should have fixed values (select box or radio buttons). If the values do not match exactly, the task will not be activated. Data field Add additional cases Exact value in the data field Add task for the matching case Task if the value in the data field matches the case If the data field does not match any case listed above, perform this action (not required) Field = Data Field Case = The exact value of the data field Each case will have a separate task associated with it. You can also have a default task if the value does not match any of the cases. CALLSHAPER 32

38 Goto Page The Goto Page logic is used to tell the script which page the agent will see after a task has begun. Once the initial task(s) has started, the Goto Page logic will be added using the task menu as a second or third (etc.) task and will take the agent to the designated page. Set Field Value The set field value logic is used to populate a data field with the same information each time. The set field value will override any value already in the field. For every lead involved, the data field selected will change to what is listed as the value. If you do not want the data to be overridden with the value listed, use the initialize field value logic. Data field All data in this field will equal this value CALLSHAPER 33

39 Initialize Field Value The initialize field value logic is used to populate a data field with the same information if the data field is blank. If the data field contains a value, the initialize field value logic will not override the information. All blank values will be changed. If the value in the field should be overridden, use the set field value page logic. Data field All blank data in this field will equal this value Well, that was it for scripting. We have covered it all. On the next few pages, we have provided a few examples along with hints on commonly used features, tasks, and logic. Our scripting tool was designed to make the agents job as easy and efficient as possible. We hope you enjoy using our scripting tool to create your scripts. If you have any questions about any of the topics covered in this Manual or have suggestions on features or functions you would like available in the scripting, please do not hesitate to reach out to our support team. CALLSHAPER 34

40 Hints For Commonly Used Features, Tasks and Logic. Testing a script CallShaper highly recommends that you create a test campaign in your account. This will give you the opportunity to test scripts created before they are published to the agents. All scripts and data fields used in the script can be copied into the campaign it will be assigned to once completed. Transferring to an extension Extensions cannot be programmed into the transfer start task. If the agent needs to dial an extension, create a start transfer task as attended, input the 10-digit phone number of the campaign or third-party in the transfer number field. Once the agent is prompted, they can use the dial pad in the Agent Application to dial the extension. Titling Pages All pages created will be listed in alpha or numerical order. We recommend using numbers in the title to keep the pages in the order they will be used. Publishing A Script When all changes have been made to a script, it can be published. Once published, the script must be assigned to either the campaign settings-general tab or an inbound number -general tab before the agent will see the changes and can use the script. Previewing A Script When previewing a script, if the script will be used for both inbound and outbound calls, the preview will always start as an inbound call. This will allow you to select a lead to ensure all the data fields and tasks/logic work properly. Open Web Page Task If the script is using the open web page task, you can send variables of any data field you have in your campaign. For example: If the script opens a web form, rather than the agent completing all the fields, you can pass the data fields from CallShaper to the data fields on the portal. If you would like assistance with this process, please contact CallShaper support. CALLSHAPER 35

41 Lead Searches All scripts used for inbound calls and/or manual dialing should have a lead search on the first page the agent will see when the call connects. Remember, when using a lead search, the agent MUST click on the action arrows. If the agent does not click the action arrows, the leads information will not be attached to the call and the agent WILL create a new lead. Adding Tasks and/or Logic If a data field triggers the page task and/or logic, the data field and the task and/or logic CANNOT be on the same page. Create the data field for the agent to either select or input the data into. On that page, create a navigation button. The navigation button should direct the script to the next page. On the next page of the script, add the page task and/or logic. For best results, pages that contain tasks and/or logic should be on a page by themselves and not seen by the agent. This will allow you to make changes to the scripting and not have to worry if there are tasks and/or logic is on that page. However, you would still need to make sure the navigation buttons and the Goto page logic directs the agent to the appropriate page. Steps For Creating A New Task Or Logic Before adding page task and/or logic to the script, it is important to understand how the script should flow. Think about where in the script the task and/or logic would be initiated. Ask yourself; Does the data come from the lead file or will an agent complete the data while on the phone call? Will the script go back to the same page or move to a new page once the task and/or logic have been initiated or completed? Remember, when an agent completes a data field, the information is not saved UNTIL they move to the next page of the script. When the script moves to the next page, CallShaper is performing the task and/or logic in the background while the agent is following the directions or reading the text. CALLSHAPER 36

42 Creating page task and/or logic is a multi-step process. You will create a new page, add the page task and/or logic to that page if necessary create the navigation button that sends the script to that page then save and check for accuracy. Step 1 Create a New Page. Step 2 Create the page task and/or logic - Once you have planned the flow of the script, you can create a page task in the script by following the instructions below: Click the (page task) button, Click the (add task) button, This will open a drop-down menu. Choose the task or logic, Complete the information required within the task or logic, Repeat this process for all of the tasks or logic you would like to add. If you are creating this page for the task or logic only, it is important to remember to direct the script where to go next with the Goto page task logic. Once you have finished, click the button. Step 3 - Save the script. Step 4 If needed, create a Navigation Button on the page the agent will initiate the task or logic from. Step 5 - Save the script, Exit the script. Step 6 - Preview the script to check the script for accuracy. Step 7 If you are satisfied with the changes, publish the script. However, before the script is released to the agents, the script should be run in test mode. Step 8 - Run in Test Mode - This step is highly recommended. This will give you the opportunity to test the script from the Agent Application before the script is published and used by the agents. CALLSHAPER 37

43 Examples This next section contains examples of how you would combine different page tasks and logic to perform common duties within scripting. Blind Transfer A blind transfer is set up when the agent will transfer the call to a third-party and not introduce the caller. The agent will initiate the transfer and their call with the lead will end. Only 10-digit phone numbers or data fields can be used to blind transfer the call, the agent will not have the option to choose an extension. If the transfer includes an extension, see the section for agent to agent transfer. To create a blind transfer, follow the steps below: 1. Create a new page, 2. Create a Start Transfer Page Task, Choose Blind Label, Transfer Number, and Caller ID can be input as a number or data field. Automate the conversion when the transfer happens When transferring between campaigns or accounts Type - Choose blind from the drop-down list. Label The label is only used for this page and the transfer tab of the Call Detail Screen. It is not visible to the agent. Transfer number If the phone number will be the same every time, type the 10-digit phone number into this field. If the phone number will be different every time, add the data field name. See the instruction for adding a three-way call to different numbers. CALLSHAPER 38

44 Extensions cannot be used in this field. If you are transferring to an extension, you must set up an attended transfer. See example for the agent to agent transfer. Caller ID This will be the phone number displayed to the third-party. In this field, you can type the 10-digit caller Id assigned to the campaign or, type the word call to see a list of options available. You can select any of the options listed. Conversion If the transfer will result in a conversion, you can choose a conversion from the drop-down list. This field is optional. Transfer lead information if destination is another CallShaper campaign - Deselect if data should not be sent when the transfer happens. Step 3 If the script will continue on this page, go to step 4. If the script will not continue on this page, meaning this page is only intended to be used for the page task, add a Goto Page tasklogic to the task list. Step 4 Click and your changes. Don't forget To add navigation buttons directing the agents through the script. For instructions, go to Create a Navigation Button, To save the script as changes are made, Preview The Script - This will give you an opportunity to check the script for accuracy. Publish The Script - When you have made the changes necessary, and have previewed the script it can be published. However, before the script is released to the agents, the script should be run in test mode. Run In Test Mode - This step is highly recommended. This will give you the opportunity to test the script from the Agent Application before the script is used by the agents. If the campaign is active, we suggest creating a test campaign where you can run the script in test mode and not affect the agents who are currently working on the campaign. Once the script has been tested, you can copy it into the active campaign and assign it to the campaign settings or inbound number general tab. CALLSHAPER 39

45 Agent to Agent Transfer The agent to agent transfer is programmed as an attended transfer, whether or not the caller will be introduced. Regardless if the transfer is internal or external, you will always program a 10- digit phone number or data field into the transfer number field. For internal transfers, you would use the phone number assigned to the queue. For external, you would use the 3 rd party s phone number. Once the call connects, the agent will use the number pad in the Agent Application to get through the IVR and type the extension when prompted. When the agent is ready to disconnect from the lead, they can use the Finish button in the transfer section of the Agent Application. To create an agent to agent transfer, follow the steps below. Dial an Extension 1. Create a new page, 2. Add the start transfer page task and Goto page logic, CALLSHAPER 40

46 Type Choose attended from the drop-down list. Attended will keep both the agent and the customer/client on the phone until the agent is ready to finish the call. Label The label is only used for this page and the transfers tab in the Call Detail screen. It is not visible to the agent. Transfer number If the phone number will be the same every time, type the 10-digit phone number into this field. If the phone number will be different every time, see the instruction for adding a three-way call to different numbers. Extensions cannot be used in this field. The agent can use the number pad in the Agent Application to dial the extension once the call is connected. Caller ID This will be the phone number displayed to the third-party. In this field, you can type the 10-digit caller Id assigned to the campaign or, type the words call, "agent" or "lead" to see a list of options available. Conversion If the transfer will result in a conversion, you can choose a conversion from the drop-down list. Adding a conversion will eliminate the need for the agent to choose one at the end of the call. Please note if a conversion is added in the start transfer page task, a conversion will be added only if the transfer is blind or finished. If the call does not transfer, the conversion will not be attached to the call. Transfer lead information if destination is another CallShaper campaign - Deselect if data should not be sent when the transfer happens. 3. Create the navigation button on the page the agent will initiate the task from. The instructions above assumed the agent would use the cancel and finish buttons in the Agent Application to complete the agent to agent transfer. You may also program the cancel (in case the 3 rd party is unavailable) and finish transfer (to send the call through) within the scripting. To do so, follow the same steps above but rather than using the start transfer, use the cancel transfer and the finish transfer tasks. If you did choose to add the cancel and finish transfer tasks, you will end up with three new pages. Each page will contain both a transfer task and Goto page logic. You will also end up with three navigation buttons to initiate the start, cancel and finish transfer tasks. CALLSHAPER 41

47 Three-Way Call To The Same Number A three-way call is programmed as an attended transfer. It is performed when the agent has the lead on the phone and needs to contact a third-party to get additional information or go through an external IVR with the lead on the line. Once the information has been collected, the agent can disconnect with the third-party and keep the lead on the line or send the lead to the thirdparty. The start transfer task will always be programmed in the scripting. Once the call connects, the agent can use the Cancel (in case the 3 rd party is unavailable) or the Finish button (to send the call through) in the Agent Application. The transfer section is only available when the attended start transfer task begins. To create a three-way call to the same number, follow the instructions below. 1. Create a new page, 2. Add the start transfer page task and Goto Page logic, Type Choose attended from the drop-down list. Attended will keep both the agent and the lead on the phone to allow a three-way phone call. Blind will transfer the lead to the third-party. CALLSHAPER 42

48 Label The label is only used for this page and the transfer tab in the Call Detail screen. It is not visible to the agent. Transfer number Type the 10-digit phone number into this field. If the phone number will be different every time, see the instruction for adding a three-way call to different numbers. Extensions cannot be used in this field. The agent can use the number pad in the Agent Application to dial the extension once the call is connected. Caller ID This will be the phone number displayed to the third-party. In this field, you can type the 10-digit caller Id assigned to the campaign or, type the words call, "agent" or "lead" to see a list of options available. Conversion If the transfer will result in a conversion, you can choose a conversion from the drop-down list. Adding a conversion will eliminate the need for the agent to choose one at the end of the call. Please note if a conversion is added in the start transfer page task, a conversion will be added only if the transfer is blind or finished. If the call does not transfer, the conversion will not be attached to the call. Transfer lead information if destination is another CallShaper campaign - Deselect if data should not be sent when the transfer happens. 3. Create the Navigation Button on the page the agent will initiate the task or logic from. The instructions above assumed the agent would use the cancel and finish buttons in the Agent Application to complete the agent to agent transfer. You may also program the cancel (in case the 3 rd party is unavailable) and finish transfer (to send the call through) within the scripting. To do so, follow the same steps above but rather than using the start transfer, use the cancel transfer and the finish transfer tasks. If you did choose to add the cancel and finish transfer tasks, you will end up with three new pages. Each page will contain both a transfer task and Goto page logic. You will also end up with three navigation buttons to initiate the start, cancel and finish transfer tasks. CALLSHAPER 43

49 Three-Way Call To A Different Number A three-way call to different phone numbers is programmed as an attended transfer. It is performed when the agent has the lead on the phone and they need to contact a third-party to get additional information with both parties on the line. Once the information has been collected, the agent will disconnect with the third-party and keep the lead on the line. The start transfer task will always be programmed in the scripting. Once the call connects, the agent can use the Cancel (in case the 3 rd party is unavailable) or the Finish button (to send the call through) in the Agent Application. The transfer section is only available when the attended start transfer task begins. To create a three-way call with a different number, follow the instructions below. 1. Create a data field (data field configuration setting button) that the agent will use in the scripting to type the 3 rd party s phone number in. 2. In the script, insert the data field into the appropriate script page. The agent will type the phone number they are calling into this field each time. 3. Create a new page, 4. Add the start transfer page task as attended. In the transfer number field, type the word lead. This will bring up all of the data fields created for the lead. Select the data field you created for the 3 rd party s phone number. CALLSHAPER 44

50 Type Choose attended from the drop-down list. Attended will keep both the agent and the lead on the phone to allow a three-way phone call. Blind will transfer the lead to the third-party. Label The label is only used for this page and the transfer tab in the Call Detail screen. It is not visible to the agent. Transfer number Type lead to add the proper data field Extensions cannot be used in this field. The agent can use the number pad in the Agent Application to dial the extension once the call is connected. Caller ID This will be the phone number displayed to the third-party. In this field, you can type the 10-digit caller Id assigned to the campaign or, type the words call, "agent" or "lead" to see a list of options available. Conversion If the transfer will result in a conversion, you can choose a conversion from the drop-down list. Adding a conversion will eliminate the need for the agent to choose one at the end of the call. Please note if a conversion is added in the start transfer page task, a conversion will be added only if the transfer is blind or finished. If the call does not transfer, the conversion will not be attached to the call. Transfer lead information if destination is another CallShaper campaign - Deselect if data should not be sent when the transfer happens. 4. Add Goto page logic to the same task list. 5. Create the Navigation Button on the page the agent will initiate the task or logic from. The instructions above assumed the agent would use the cancel and finish buttons in the Agent Application to complete the agent to agent transfer. You may also program the cancel (in case the 3 rd party is unavailable) and finish transfer (to send the call through) within the scripting. To do so, follow the same steps above but rather than using the start transfer, use the cancel transfer and the finish transfer tasks. If you did choose to add the cancel and finish transfer tasks, you will end up with three new pages. Each page will contain both a transfer task and Goto page logic. You will also end up with three navigation buttons to initiate the start, cancel and finish transfer tasks. CALLSHAPER 45

51 Compare Example The compare task is an if/than statement that will look at one data field. It will tell CallShaper to do this if the statement is true and that if the statement is false. In this example, the Awesome Vacation Company is offering discounts on vacations. However; they no longer offer ski vacation discounts. You could use the compare logic to automate the change. On page 105, the agents will ask what type of vacation do you prefer. They will choose an option in the data field VacationType. They can choose from; Beach, Vegas, Cruise, Skiing and Camping. Once they make their choice, the agent clicks the navigation button that will take them to the page with the task list below. The compare statement should read; If the VacationType field equals Skiing, add the conversion Not Eligible and go to page 999 Courtesy Close. If the VacationType is not Skiing, they agent can continue the call and go to the 110 Confirm Info page. CALLSHAPER 46

52 Switch Example A switch is used when you have one data field with multiple options and each option could have a different result. For example; I have a client who needs us to report the results using the codes they have in their system rather than reporting the actual result (words). Their codes are: Vegas = 1 Bahamas = 2 California = 3 For this request, you would use the switch logic to automate the changes. For the switch to work, I created two data fields. The first data field is titled VacationSpot. This data field has a set value list of Vegas, Bahamas, California and Not Interested. The second data field created is titled Utility ID. This field contains the codes that will be sent to the client. On page 105 of the script, the agent will tell the lead about their wonderful timeshare opportunity and mention the three locations they have available. On that page, the agent will choose from the list of options available in the data field VacationSpot. Once the agent has made the selection, they will click the navigation button taking them to the page containing the task list. The task list will tell CallShaper to look at the data field titled VacationSpot and do the following: If VacationSpot equals Vegas, put a 1 in the Utility ID data field, If VacationSpot equals Bahamas, put a 2 in the Utility ID data field, If VacationSpot equals California, put a 3 in the Utility ID data field, If VacationSpot DOES NOT equal any of the above, put a 0 in the Utility ID data field. See example on the next page. CALLSHAPER 47

53 The set field value logic will ensure there is a value in the Utility ID field if the agent has selected an option in the VacationSpot field. CALLSHAPER 48