The Design of the Business Process feature enables users to create customized scripts that can guide them through their calls, ensuring that they ask the right questions and provide relevant information. Here we will explore the Design of the Business Process in detail and provide use cases for how it can be utilized to improve sales and customer engagement.
On the 'Configuration' tab, choose 'Business Process' from the 'Multi Actions' list. (Fig. 1)
Fig. 1
You'll see a business process creation tool that offers the option of either horizontal or top-down structure. For this example, we'll be using the top-down option. (Fig. 2)
Fig. 2
The 'Call Script User Task' element is the key component for creating a call script. Select it and place it on the diagram. (Fig. 3, Fig. 4)
Fig. 2
Fig. 4
To start, we'll need to retrieve the current agent and customer data. Use the ‘Read Data’ Element. (Fig. 5, Fig. 6)
Fig. 5
Fig. 6
Next, you'll need to define two parameters: Customer ID and Agent ID. (Fig. 7, Fig. 8)
Fig. 7
Fig. 8
To read the data, select an element, rename it, and choose the table to read from - in this case, it is Contact. Apply a filter by CustomerID and select only the necessary fields to prevent the process from slowing down. In our case, the required field is Full Name, but you can choose any of those fields. (Fig. 9)
Fig. 9
Perform the same actions for the second ‘Read Data’ element (filter by AgentID).
Next, you can begin adding ‘Agent possible answers'. As you work with this element, the ‘Generate Signal’ field will be automatically filled in. This field is important because it allows us to go to one of the script's branches in the future, depending on the selected answer. Also you can choose the 'Style’ (colour) of the button. (Fig. 10)
Fig. 10
The primary field in this step is 'What should agent say?' as it displays the information that agents need to convey to the customers. It can be modified through the formulas window. (Fig. 11)
Fig. 11