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 |
An indication that the Save and Close button should be on the screen to save the scenario and go to Completed. |
|
Save button |
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. |
![../../_images/029-form-display-sample.en.png](../../_images/029-form-display-sample.en.png)
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. |