Script editor - Comnica

Script editor

1. Creating a script

After creating a project, navigate to the script page. The program starts with a pop-up window where you can select a way to edit the script. You’ll see the following options:

New, blank script
Basic incoming template
Basic outgoing template
Complex template

If you choose a template, the script and the samples it contains (database fields, terminations) are saved and they extend the uploaded database with the template’s dataset.

After selecting the script template and entering it’s name, click the Create Script button and the system navigates to the Script Editing interface.

Script editor: adding a new page, element, changing layout callouts.

If an empty script is created, the first page is created on the script map, where all the pages created later, as well as the connection between them, are displayed.

The first page is automatically created with a blank layout.

Additional elements and groups can be added to the page using the button in the lower left corner of the script page.

Its scheme (arrangement) can be changed by clicking on the icon next to it.

By clicking on the button located in the upper right corner of the script map, the name of the page can be entered in the pop-up window, and the schema of the page can be selected.

Horizontal halving- 2 horizontal groups, one below the other.
Vertical halving – 2 vertical groups next to each other.

2. Script structure – elements and groups

2.1 Groups that can be added to a script

The arrow in the enclosing groups indicates the direction of the content layout, so the elements placed in the script will be placed according to the direction (horizontal, vertical).

This setting can be changed later by clicking on the icon within the already created group.

When creating a group, you can set:

random display of elements (‘random display’ cannot be activated if the group contains a button or a multi-line text field),
and the visibility of the elements placed in the group can be linked to a database field value.

2.2 Elements that can be added to a script:

By clicking the + New element icon, the top row of the pop-up window contains the elements that can be added to the script:

Input field
Choice
Textarea
Button
SmartButton
Record copy button
Voice announcement

After inserting an element, a new window appears where you can edit the individual properties of the given element.

2.3 Managing elements

The elements placed on the page (or in groups) are recorded in the order they were inserted, but if needed, this order can be changed by grabbing it with the mouse and moving it to the desired location. The elements can be moved to another group or page if required.

To move, right-click on the given element and the following options will be available:

Cutout
In the pop-up menu, select cut, then after navigating to the right place, click again with the right button and select paste in the menu that appears here.
Copying
As described above, elements can also be duplicated, but in this case copy must be selected in the source location and paste in the destination location from the pop-up menu.
Delete item
Elements can be deleted in two ways, by selecting Delete Element from the menu that pops up when you right-click on the element, or with the Delete button in the element’s editor window.

Script data

If required, the Start page of the script can be set here, if the processing of the script will not start with the first created page, and the End page can also be specified in case of exception handling, which can be accessed by clicking the Close button on the client’s record management interface.

(e.g.: if the called party hangs up the phone during a conversation, the operator should go through the entire script to close, but if a closing page is used, he can jump directly to the page containing closings).

Input field

Label

The field’s text (question or description), which is placed directly above the input field.

Database field name

During the processing of the script, the content written in the input field is recorded in the database. The data registered in the input field will be listed under this database field name, its entry is mandatory.

Type

The database field type can be depending on the value defined in it: String, Text, Number, Date, Time, Email, Phone number or Secret.

In the case of a date type field, it is possible to define additional parameters (setting a time interval).

When the field is created in the client, a calendar helps the operator in determining the date, so it is not necessary to enter it manually, thereby reducing the occurrence of incorrect data entry.

Tooltip

The text entered in the ‘Tooltip’ section is displayed in a text box for the operator by navigating to the information icon next to the input field label in the client.

Required or editable checkmarks (script).

If filling in the created input field is Required, it is not possible to proceed without filling in the element during processing in the client. In the case of required fields, a red star has been placed in the upper right corner of the element in the client. The agent is required to fill out this data to be able to proceed.

Choice

Choice field types

Difference “Choice field” types appear differently:

single-choice (radio select),
multi-choice (multiple select checkbox display) and
single-choice list or multiple-select dropdown list (drop-down menu).

In the case of single-choice, only one of the answer options specified in the next step of creating the Choice field can be selected, while in the case of multiple-choice appearance, all elements of the list can be selected.

Choice options

After choosing the Choice type, in the next section, by clicking on the button, enter the different answer options for the choice field:

Option name (value displayed in the client)
Database value
Default (if active, the selected value is automatically selected during display in the client)
Random order (checkbox)

By navigating to a specific answer option, we have the option to delete it (by clicking on the trash can icon at the end of the line) or to change its location (by clicking on the option at the beginning of the line and using the drag and drop technique).

If a previously created and saved Choice field needs to be modified, it is not possible to delete the answer options already recorded in it.

Textarea

Textareas are for displaying static texts and dynamic texts from the database, also provides the possibility to record content without formatting or formatted with BBCode (default setting).

The following formatting options can be selected from the menu after choosing the textarea (top row of buttons):

FONT SIZE

Bold

Italic

Underlined

Text color

~~Striketrough~~

Remove Formatting

Dotted list

Numbered list

Insert link

Inserting database fields

The value of the selected field recorded in the database is displayed in the client.

Insert database field into textarea - script editor.

Button

Buttons can be placed on the page between other elements, or at the bottom of the page, in the place reserved for buttons.

If the created button is not separated from other elements of the script through a horizontal enclosing group, it will fill the entire width of the record management interface.

Button label

The label will be written on the button indicating it’s function.

Tooltip

The text entered in the ‘Tooltip’ section is displayed in a text box for the operator by navigating to the information icon placed next to the created button in the client.

Conditions

In the Conditions section, it is possible to set the events to be performed when the button is clicked, as well as the order in which they are performed.

On each Condition button, it is possible to enter any option on the right side of the editing panel, which can be the execution of an Action or a Terminate event.

It is possible to add a condition by clicking the button.
In the case of more than one Condition, processing is always done sequentially (one after the other from top to bottom).
All newly added conditions are inserted after the existing ones (at the bottom), but their order can be changed as needed by grabbing the Condition and moving it to the desired location.
You can also delete it with the trash icon that appears when you move the cursor over the condition you want to remove.
The execution of the selected Condition can be conditional or unconditional.

Operations

It is possible to add an operation by clicking the button.

Their order can be changed as needed by grabbing the Operation and moving it to the desired location.
You can also delete it with the trash icon that appears when you move the cursor over the action you want to remove.
The execution of the selected Action can be conditional or unconditional.

Conditional operation

Without the use of the marker, no condition check is performed after clicking the button.
By using the checkbox, the corresponding buttons and the condition editor become active.

The necessary parameters can be recorded using the buttons or manually in the editor.

In case of an incorrect definition, the editor displays an error message, but the test only checks the format of the conditions, not the logical connections.

By clicking the Insert database field button, the database field names specified in the script editor will be listed in a pop-up window, divided by pages, and when selected, the appropriate format value will be entered into the editor (e.g.: {record.databasename1}).

The Allowed Syntaxes button can also help in formulating the conditions. By clicking on it, you can select the possible actions from a list instead of filling them in manually.

Terminating

Termination defines the closing options for working with the current script page.

One of the options in the menu must be set to activate the script and assign it to a project.

To save without activation and continue later, it is not necessary to do this, but activation cannot be done until the lock is properly set.

In this case, the border of the page on the script map and the background of the button on the script page will be marked in red for information purposes.

Switch page

By selecting the “Switch page” option, a drop-down menu will appear, where you must specify which page the script should continue processing on.

The first option in the list is New page, followed by existing pages in ABC order. After saving, the connection between the current page and the selected page is established.

If you choose New page, the editor will create the page that does not yet exist under the desired name during Save.

Terminate

If “Terminate” is selected (depending on the additional options), the work with the script is partially or completely completed. After that, you can specify the type of closure and the associated free text termination code.

This closure can be classified into four types:

SUCCESSFUL: the goal of the projecthas been achieved (e.g.: successful sales).

NEUTRAL: neutral call (e.g.: subscriber on the called number cannot be connected).

FAILED: the goal of the campaign was not met (e.g. the customer withdraws).

ACHIEVED: the customer was reached, the goal of the project was partially met (e.g. data was matched with the customer, but the sale was not successful).

In addition to Normal closing, it is possible to set two other types of closing (Redirection and Redirection to IVR described in the next point).

Redirection closing: it is set if the operator has to continue working in another waiting line and corresponding script when the script is closed.
Redirect to IVR close: if set, the conversation will be redirected from the current waiting line to an IVR menu (e.g.: CVC code request), but after entering the necessary data, the processing of the script will continue. f you choose to continue, neither switching nor closing takes place. If the following condition exists, it is evaluated.

If a redirect option is needed, please contact our Comnica Service Desk.

Continue

By selecting the continue option, after the selected operation is performed, there is no switching between pages or closing, work can be continued on the given page.

SmartButton

In contrast to the operation of the button, the SmartButton is capable of performing various operations, but does not fulfill the ‘Terminate’ function.

On the client side, the created SmartButton can be used to perform the following actions:

Delete field value
Copy field value
Change field value
Copy result to field

Smartbuttons can be placed on the page between other surface elements, or at the bottom of the page, in the place reserved for buttons.

If the created button is not separated from other elements of the script through a horizontal enclosing group, it will fill the entire width of the record management interface. (Picture above, 2 and 3.)