Creating a Script Header
Access the Add Script form.
After you create the script header, click Save and Continue to begin building the script. Proceed to the tasks in this section for further instructions.
- Script Category
Specify whether you are creating a branch script or a linear script. Values are:
B: Branch script
L: Linear script
- Script Type
Enter a value to specify the type of situation in which the script should be used. Use script types to separate scripts into meaningful categories. For example, you might choose to create script type codes for each product area that the service department or call center supports. Values are stored in UDC 90CF/TY and include codes such as:
CO: Configure order
CQ: Contact questionnaire
LQ: Lead qualification
PA: Product advisor
TG: Troubleshooting guide
- Visibility
Enter a value to specify whether you want this script to be available to internal users only or to internal users and self-service users as well. Values are stored in UDC 90CE/VI and include:
AL: All users
IN: Internal users only
- Total Script Weight
Review this field after you add questions to the script to determine the total number of points that are associated with the script. This system populates this field with the total of the question weight of each question in the script.
- Rate Set
Enter the rate set that is used to give meaning to the score of the script. When a user runs the script and enters a respondent's answers, the system scores the script instance. The system then compares the numeric score to the rate set to determine what the value means when associated with this script. For example, one rate set might classify a script score of 10 as Low Priority, and another rate set might classify a script score of 10 as High Priority.
- Last Question Message
Enter the last question or statement that a user sees and reads when they reach the end of a script.