1. Using B2C Service
  2. Add a Branch Using the Add Branch Window

Add a Branch Using the Add Branch Window

You can create complex branches that fire when different events occur or when multiple fields are changed. Creating branches using the Add Branch window is similar to creating script or workspace rules and many of the procedures you use are identical, including those to select triggers and conditions.

This section provides an overview of creating a branch using the Add Branch window. For information about script rules, see Script Rules. For detailed procedures to create workspace rules, see Add a Workspace Rule.
  1. From your open script, select the page you want to add the branch to on the page selector.
  2. Do one of the following:
    • Click the Page tab and then click Add Branch.
    • Right-click the page you want to add a branch to on the page selector.
  3. Select whether you want to branch to a new page or a page you have already placed on the script. The Add Branch window opens.
    Three buttons display on the top of the Add Branch window—Triggers, Conditions, and Go to Page. You construct the branch by clicking each button and specifying the triggers that determine when the branch should be checked, what conditions must be met for the branch to take agents to a new page, and the page the branch will take agents to.
  4. Select one or more triggers that will cause the branch to fire. Specifying branch triggers is identical to specifying triggers for script and workspace rules and the triggers that are available for branches are the same as those available for script rules. As with script rules, there are four triggers that are unique to scripts beyond those also available as workflow triggers.
    • Page Loaded—Select this item to trigger the branch immediately after the page the branch is on is opened.
    • A Button is Clicked—Select this item to trigger the branch when Next on the navigation panel is clicked to proceed to the next page.
    • The Exit Script Event Fires—Select this item to trigger the branch when Exit on the navigation panel is clicked to exit the page. The Exit button displays on the script page only if there is a branch or subsequent page allowing staff members to go to another page. For this reason, exit script events usually occur before the script has reached the final page.
    • The Finish Script Event Fires—Select this item to trigger the branch when Finish on the navigation panel is clicked to leave the script. Finish displays only if there is no branch or subsequent page to go to from the script page. For this reason, finish script events usually occur after the script has reached the final page for the branch. For descriptions of the other triggers and how to add them to your branch, see Workspace Rule Triggers Description.

    When multiple triggers are specified, the branch conditions will be checked if any of the actions for the trigger occur. For example, the branch could be triggered when the value in a field on the script is changed or when a button on the script is clicked.

  5. Click Conditions to add conditions that must be met to trigger the branch. The conditions available for script branches are identical to those available for workspace and script rules. See Workspace Rule Conditions.
  6. Click Go to Page to select the page you want the script to display immediately after the branch is triggered and all conditions are met.
    This step is not necessary if you chose to create a branch to a new page in step 3 since the branch will be automatically configured to go to the new page. However, you can select a different target page if you want.
    1. Select the appropriate option to define where the branch should go when the branch conditions you specify are met. You can select Go to Beginning of Script (the first page of the script), Go to Next Page, Go to Previous Page, or Go to a Certain Page.
    2. If you select Go to a Certain Page, this option is added to the branch description. Click the underlined text in the branch description to open a window where you can select the page you want.
    3. Select the page you want to branch to.
    4. Click OK.
  7. Click Finish.
  8. Repeat these steps to add other branches from the page.
    Tip: Branches are fired in the order in which they are listed. This can impact how the branches affect the script.