Conditional Section
You may need to contact your service provider to enable the Conditional Section form control in your contact center.
The Conditional Section dynamically displays different groups of controls to the agent based on the conditions of the current interaction. This allows you to create forms that only show elements relevant to the interaction. The control functions as an "if-then-else" statement for your form layout. Controls placed in the then block are displayed if the conditions are met, while controls in the else block are displayed if the conditions are not met.
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If you use this control to conditionally display Real-Time Checklist items, items not displayed to the agent are excluded from adherence calculations. This ensures an agent's adherence score is not negatively affected by checklist items they could not see. | |
Field Properties
Select the control on the canvas to view its properties.
Display Condition
This is the primary property for the Conditional Section. It defines the logic that determines which block of controls (then or else) is displayed on the form. By default, it is set to "No condition."
The controls you place in the then section will appear only when the condition evaluates to true. If the condition is false, the controls in the else section will appear instead. If the else section is empty, nothing will be displayed.
Click the pencil icon to open the Edit Conditions dialog and configure the condition.
In the Edit Conditions dialog, you can build one or more rules that determine which set of controls (then or else) is displayed.
Add Condition
Adds a condition based on a variable or a field from the activity history. You can use various operators (e.g., is, is not, empty, equals, greater than) to compare the value of the field.
Add Intent Condition
Adds a condition based on the detection of one or more Intents. When an Intent is detected, the condition is evaluated as True.
The list of available Intents is determined by the Real-Time Checklist associated with the form. You cannot add an Intent-based condition until you associate a checklist with the form.
AND/OR Logic
Combine multiple conditions using "AND" (all conditions must be true) or "OR" (at least one condition must be true) logic.