Contents
- Introduction
- Scenario Builder Application
- Scenario Blocks
- Accept
- Add to Calling List
- Answer
- Attached Data
- Collect Digits
- Comment
- Connect Call
- Connect Chat
- DB Execute
- Exception Handler
- Exit
- Fetch URL
- Find Agent
- Get Next Record
- Get Statistics
- Get User Configuration
- Goto
- 1 If
- Internal Message
- Log
- Menu
- Play Prompt
- Record
- Request Callback
- Request Input
- Request Skill or Service
- RightNow Create Object
- RightNow Screen Pop
- RightNow Search
- RightNow Select Account
- RightNow Update Object
- Salesforce.com Delete
- Salesforce.com Insert
- Salesforce.com Screenpop
- Salesforce.com Search
- Salesforce.com Update
- Save Survey Response
- Self-Service Provided
- Search Directory
- Send Message
- Set Agent State
- Set Disposition
- Set Priority
- Set Prompt Language
- Set Variable
- Start Another Scenario
- Stop Prompt
- Voicemail
- Wait
- Web Screen Pop
- Zendesk Create Object
- Zendesk Screen Pop
- Zendesk Search
- Zendesk Select Account
- Zendesk Update Object
- Variables and Expressions
- Voice Segment Types
- Scenario Example
If
The If scenario block allows branching of a scenario based on verification of some specified conditions. Multiple conditional exits (branches) can be configured in the same block.
A branch can include one or more logical expressions (conditions), where each condition verifies one the following:
- Dialed number
- Caller’s number
- Current time
- Current date
- Day
- Scenario variable (string)
- Scenario variable (number)
- Scenario variable (HOP)
- Estimated waiting time
- Current date and time
Use the Add branch button to add a branch corresponding to the desired conditional exit. Provide a label that will identify the corresponding conditional exit in the flowchart.
Click the add condition link to define a logical expression for verification of one of the above parameters.
Multiple Conditions
Multiple conditions in a branch can be joined by either the AND (default) or OR operator.
- AND is used if all specified conditions in a branch must be met in order for the scenario to take the given branch exit.
- OR is used when it is sufficient for one of the specified conditions to be met in order for the scenario to take the given branch exit.
If necessary, add more branches as described. (Note that there is a limit of 20 branches per If block.)
The branches are tried in the order in which they are defined in the block. If none of the branches leads to a positive verification, the block that directly follows the given If block in the flowchart is executed.
Typical Uses
The following are examples of some typical uses of the If block:
- The Current date and time condition is normally used to check the interaction arrival time against the Hours of Operation (HOP) specified in the associated scenario entry, as illustrated in the Scenario Example.
- The Scenario variable (HOP) condition can be used to check the interaction arrival time against any other HOP defined as a scenario parameter.
- The Estimated Waiting Time condition can be used to determine further processing of the interaction based on the time that the given interaction is likely to wait in the service queue before it can be delivered to an agent. (Note, however, that the estimated waiting time condition related to the Virtual Queue function is defined in the Find Agent block.)
- The Current Time condition can be used along with a Find Agent block to set queue limits based on the time of day. For example, the Current Time condition may be set in the If block to find an agent and set queue limits: "If 10-5 (where 10-5 refers to 10:00 am to 5:00 pm), find an agent with queue limit of 20" and/or "If 5-7 (where 5-7 refers to 5:00 pm to 7:00 pm), find an agent with queue limit of 10."