Dynamic Text (Date/Time)

This article will detail the use and configuration of dynamic dates/times.

1. Types of Dynamic Text
2. Preparing the Script to Use Dynamic Dates
3. How to Configure Dynamic Dates

1. Types of Dynamic Text

SC WorkFlow has the ability to create text fields that will auto-populate and change, or text that is visible or hidden depending on input from other parts of the script, or directly from an outside source.

Types of dynamic fields include:

• Dynamic Field that pulls data from another field within the script
  An example of this would be the caller's name. Once it is typed into the script at the beginning of a call, it can be set up to appear throughout the other slides, making it a seamless part of the agent's spoken script.
  This type of dynamic text is covered in the article located here.
• Dynamic Field that pulls data from an outside source
  The Additional Info slide is an example of this. Data is pulled from SC ACD and plugged into a hidden slide within the script so that it can be viewed in the session details and call reports. This is set up during the CommFlow mapping process.
  
• Conditional Text
  This is text that would appear only after certain conditions have been satisfied. For example, a line of text pertaining only to callers from Canada can be configured to remain hidden unless the Ship Address field contains a valid Canadian zip code.
  This type of dynamic text is covered in the article located here.
  
  
• Date/Time
  This type of dynamic text is used to show dates that are not static. For example, if you want the agent to tell the caller that their order will ship in 5 business days, a dynamic date field can be configured so that the actual calendar date can be read by the agent, without them having to reference a separate source.
  This type of dynamic text is covered in this article.
  
  

2. Preparing the Script to Use Dynamic Dates

Dynamic dates are added in the field prompt using the Text Editor. They can be configured at any point during the script creation process, as long as any other fields that the conditions rely on has also been added. For example, A script directive may call for something like:

SHIPPING/ARRIVAL: Your items will ship out on [ship day] and are expected to arrive between [min arrival] and [max arrival].

[All orders: ship next business day/ arrive in 3-5 business days]

The above example shows how dynamic dates can be used. They provide for a more seamless script read, unburdening the agent who no longer has to rely on counting days on a calendar.
The dynamic fields would be added to the script as follows:
*This is not a complete script build, and assumes that all other relevant fields have been added. 

• Add a Paragraph field
  • Label: Shipping/Arrival
• Type the following text into the prompt:
  • Your items will ship out on {ship day} and are expected to arrive between {min arrival} and {max arrival}.
    
    *Remember that typing text inside of brackets will create dynamic text placeholders. the text will appear red until it is configured.
    

3. How to Configure Dynamic Dates

Now that the setup portion of the script is ready, the dynamic dates can be configured.

• Click the Shipping/Arrival paragraph in the preview pane to access its settings
  • In the Text Editor, click and drag to highlight the {ship day} placeholder text, including the brackets
    
    
    
  • Click the dynamic text button above the text area
    
    
    
  • Click Create dynamic text
    
    
    
• In the Dynamic text pop-up:
  
  
  • Label: ship day
  • Type: Date/Time
    
    
    
  • Format: Day of Week* (Sunday- Saturday)
    
    *Other options include:
    -Date (month, day)
    -Month
    -Year
    
    
  • Offset: 1
  • Include business days?: check to enable
    
    *The directive stated that all orders will ship on the next business day, so this configuration will calculate the current day of the week, then offset it by one day, skipping Saturday/Sunday (if applicable).
    
    Do you want SC WorkFlow to take holidays or other days into account when calculating business days? You can do this by creating a schedule on the CommFlow. For details on how this is done, click here.
    
    
  • Click Update to save and close the pop-up
    
    The dynamic placeholder text is now displayed in blue, which lets you know it has been configured.
    *Dynamic fields, when configured, display in green and conditional text in orange.
    
    
• Click and drag to highlight the {min arrival} placeholder text
• Click the dynamic text button and then click Create dynamic text
  • Label: min arrival
  • Type: Date/Time
  • Format: Date
  • Offset: 3
  • Enable the option to Include business days
    
• Click Update to save and close the pop-up
  
  
• Click and drag to highlight the {max arrival} placeholder text
• Click the dynamic text button and then click Create dynamic text
  • Label: max arrival
  • Type: Date/Time
  • Format: Date
  • Offset: 5
  • Enable the option to Include business days
• Click Update to save and close the pop-up
  
  
  The preview pane will show the dynamic placeholders as they are configured:
  

To see how the dynamic dates function, click on Launch Preview on the Script Graph.

• At runtime, the script relies on the time and date of the computer being used.
  For example, running the script on Thursday, September 14 would result in:
  
  Without any input required on any other fields, SC WorkFlow has filled in the dates:
  • today + 1 business days \Day of Week = Friday
  • today + 3 business days \Date = September 19th
  • today + 5 business days \Date = September 21st