Scenarios

Scenarios define the individual guides present in the system and available to all agents. Scenarios are defined only by their name and the set of screens they contain. A scenario can contain one, two, or more screens, which can be switched between by clicking the Next button.

Displayed name	AttributeName	Description
ID	ScenarioId	Primary Key.
Name	DisplayName	Scenario name. It can be displayed in the title bar of the screen.
Description	Description	Description for administration.
Group	GroupName	A group of scenarios and forms for sorting purposes.
Command after saving	OnSaveSqlCmd	An SQL statement that will be executed each time the scenario data is saved. Parameters: @ScenarioResultId, @AgentId, @Context - Form, Ivr
Command upon creation	OnCreateSqlCmd	The SQL statement that will run when the scenario data is created. Parameters: @ScenarioResultId, @AgentId, @Context - Form, Ivr
Log level	LogLevel	Logging detail.

Screens

Screens always belong to a specific scenario and represent one step of the scenario (guide) in which other elements can be placed. A screen can contain one, two or more elements, as required.

Displayed name	AttributeName	Description
ID	ScreenId	Primary Key.
Name	DisplayName	Screen name. It can be displayed in the title bar of the window.
Scenario	ScenarioId	Specifies which scenario the screen belongs to.
Conditional element	ConditionScreenControlId	Conditional view - if the referenced element (RadioButtons, DropDown or CheckBoxes only). NULL = no conditions; should refer to already completed controls (back)
Description	Description	Description for administration.
Order	Rank	Screen order. The scenario is in ascending order.
Termination button	FinishButton	An indication that the Save and Close button should be on the screen to save the scenario and go to Completed.
Save button	SaveButton	An indication that the Save button should be on the screen and continue to save the scenario without changing the status.
Function	Feature	Select a special page feature. NULL - Normal page, QuotaSummary - Quota summary page.

Screen control

On-screen elements include the elementary controls from which the final form of the scenario (screen controls) is composed.

Displayed name	AttributeName	Description
ID	ScreenControlId	Primary Key.
Name	DisplayName	Element name. Typically displayed before this element on the form.
Screen	ScreenId	The screen to which the element belongs.
Description	Description	Description for administration.
Database column	TargetColumn	The name of the target customer database column where the value is to be stored (join name).
Order	Rank	The order of the element on the screen.
Element type	ControlType	Type of element. Defines the meaning of other parameters, the way of drawing and storing values. See available element types.
Value (number)	ControlNumber	Element parameter if integer.
Value (text)	ControlText	Element parameter if text element.
Sensitivity	GdprSensitivity	Sensitivity category of personal data (bit mask of individual sensitivities according to GdprSensitivity).
Read only	ReadOnly	An indication that the form field should be read-only.
Mandatory item	MandatoryField	Indication that the field should be required to be filled out in forms.
Display in overviews	ShowInList	Indication that the value should be rendered in scenario results reports.
Export	ExportField	Flag whether to export the column or not

Screen control parameters

The item parameters on the screen represent individual items with options for selecting answers to questions and other details of the settings for a particular control.

Displayed name	AttributeName	Description
ID	ScreenControlParameterId	Primary Key.
Name	DisplayName	Parameter name. It can be displayed on the form.
Screen element	ScreenControlId	The element to which the parameters relate.
Order	Rank	Parameter order. It can indicate the display order on the form.
Value (number)	ResultNumber	Subparameter number, eg option value.
Value (text)	ResultText	Subparameter text.
Default value	DefaultItem	Default value indication (eg for selection lists).
Glyph	Glyph	Glyph icon (CSS class) used in ReactClient, eg GI or FA.

Scenario conditions

The scenario rule determines when to display the scenario. It is most often used to set the scenario for evaluation. Simply select the scenario and the channel to be rated by the scenario. It can be limited by various conditions (project, pilot number, IVR mask, etc.).

Displayed name	AttributeName	Description
ID	ScenarioConditionId	Primary Key.
Name	DisplayName	Name for administration.
Order	Rank	Order evaluation conditions.
Scenario	ScenarioId	The resulting scenario that is chosen.
Channel	Channel	Type of communication: channel names (Pbx, Email, Sms, … WebIM, WebVoice, Visitor), InboundCall, OutboundCall, Voice, Message, Chat, Issue, Contact, RatingVoice, RatingMessage, RatingChat, RatingIssue. RatingAgent, NULL means condition not to be checked.
Workgroup	ProjectId	Project condition, NOT applied.
Language	LanguageId	Language condition. NULL if not used.
Directory	PhoneBookId	Phonebook condition, NULL not used.
IVR A mask	IvrResponseA	The condition of the result of the first IVR, NOT used.
IVR B mask	IvrResponseB	Condition of result of the second IVR, NOT used.
Redirector	Redirector	The condition of the originally called number is NOT used.
Outbound campaign	OutboundListId	Outbound list condition, NULL not used.
IMR mask	ImrResponseA	The result of the first IMR, NULL result is not used.
IMR mask	ImrResponseB	The second IMR, NULL result condition is not used.
Topic	TopicId	Condition on a given topic in a case. NULL means no control.
Subtopic	SubTopicId	Condition for given subtopic in case. NULL means no control.
Contact model	ContactModelId	Contact model condition. NULL means no control.

Scenario consolidation

This configuration item is used to consolidate data between scenarios (transfer data between scenario results). The input scenario and target scenario parameter is selected.

Displayed name	AttributeName	Description
ID	ScenarioConsolidationId	Primary Key.
Name	DisplayName	The name of the information transfer.
Source element	SourceControlId	Source element.
Target element	TargetControlId	Target element.
Method	Method	The transfer method used. Copy - the value of the field must be the same.
Matching calls	SameCall	InboundCallId or OutboundCallId match indication
Matching messages	SameMessage	Same message.
Matching chat	SameChat	Same chat
Matching cases	SameIssue	Same case.
Matching Agents	SameAgent	The same agent or source record does not have an agent.

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