<translate>= Scenario Builder Basics = If you've never designed a scenario before, you've come to the right place! In this article, we will present some very basic scenario building principles as well as quick tips you will find yourself coming back to time and again.
Refresher: What is a Scenario?
As we learned in section Scenario Builder Overview, a scenario is the logic of automated interaction processing. A real-life example of this: When you call a business, you are greeted with an automated menu (IVR), and are then asked to select a number matching your language preference. After selecting your preferred language, you are connected to an agent who speaks this language. What a customer takes for granted as a standard phone interaction is, in fact, a carefully constructed interaction flow, designed with blocks that execute specific functions.
Scenarios can be as basic or as complicated as you would like them to be. No matter how you design your scenario, however, for Bright Pattern Contact Center scenario design, the following are some guiding points that will help you on your journey.
Important Scenario Blocks
Find Agent and Connect Call/Chat
Certain scenario blocks are meant to work in pairs. The first and most basic pair of blocks are Find Agent and Connect Call (if a voice scenario) or Connect Chat (if a chat scenario). These two blocks will be the basis for most of your scenarios. Find Agent does the heavy lifting of finding the appropriate person to connect the interaction to, and then Connect Call/Connect Chat makes the connection happen. It is because the Connect Call/Connect Chat block completes the action of connecting the customer to the found agent, we recommend arranging these two blocks together and not placing other blocks in between.
Scenario Design Tips
Save Early and Often
As with any
Define Conditional Exits
Use the Exit block liberally. We define conditional exits so that we know what's happening in our scenarios at all times. This leads us to the next tip ...
Watch Out for Infinite Loops!
Infinite loops are segments of a scenario that, once entered, continue to direct back to the same starting and ending points, creating a loop that doesn't end and preventing a clean exit. What are some infinite loop causes? Infinite loops can happen with the Start Another Scenario block. That is, if a new scenario is triggered and this new scenario redirects back to the original in the wrong place, you may have an infinite loop on your hands. Additionally, not defining conditional exits can lead to infinite loops (i.e., omitting an Exit block in the wrong place).
When Scenarios Go Wrong: How to Troubleshoot Your Scenario
After you've created your scenario, you will want to test it out to see if it functions correctly. If it does, well done! If not, don't worry. In order to help you identify the source of your problem, you can take the following actions.
Use the Send Internal Message Block
Our
Scenario Steps in Interaction Records
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