Adding the 'dispatchSet' Field to a Guided Interaction

The content in this article is appropriate for: Supervisors

Before configuring your SC TAS campaign, the disPatchSet field type must be added to the guided interaction you plan to use. This feature allows the Agent to determine the priority for which Dispatch Set should be used while taking the call. This guided interaction configuration is optional and is not a requirement for the dispatch feature to work.

This article assumes that a guided interaction and workflow have already been created. The guided interaction sample that is used has a Disposition Slide with one Radios fields configured with the options shown below. These values match the existing TAS dispatch rule sets that will be referred to later in this article.

Select Your Guided Interaction
Configure the Disposition Slide
Configure the Constant Fields
Set Up Mirroring
Add the Session Fields to the WorkFlow
Map the Session Fields

Log in to the SC WorkFlow platform and navigate to the guided interaction you wish to use for your TAS campaign.
Select the guided interaction you wish to use and view the Graph Editor by click the Graph button in the upper-right.
Go to the Disposition Slide by clicking Disposition on the left.
Add a new text field to the slide by clicking on Text Input.
Click the text field you just added and view its Field Settings tab.
Type dispatchSet as the Label, leave the Standard Field dropdown blank, and do not enter a value in the text area.
The label is case-sensitive and it is important that it is entered exactly as shown, with no spaces. The Standard Field may be left blank, however if you wish to see the field value in SC Analytics, it should be set as a custom-standard field.
Scroll down within the Field Settings to Conditions and click to view its Visibility setting.
Using the dropdown, set the Visibility conditions to Never.

This ensures that the field will never be seen by the agent and is used only for reporting on the ACD.
Click Update to save the Visibility setting, then Update again to save the Disposition Slide and return to the Graph Editor.
Next, click Constant Fields on the left.
Click to add a Text Input field on this slide as well.
How do I know what to name these Constant Fields?
The 3 constant fields that are being added here are designed to mimic the Dispatch Rule Sets that have already been created in the SC TAS Module. If your dispatch set happens to be called “Dispatch to Bill” then the value, which is assigned in step #13 must match that.
For more information on how to create Dispatch Rule Sets, click here.
Type Standard Priority* as the Label, and again- leave the Standard Field dropdown blank.

*The Label for this text input field can be named anything (within reason, it is always ideal to create labels that reflect the content of the field), it is not important for the ACD or for reporting, unlike the Value which gets assigned in the next step.
Scroll down within the Field Settings to Value and delete the default text. Type standard as the new value.

Where does this value come from?
The value that is set here must match the values that are set on your TAS client’s Dispatching tab.

A sample TAS client is shown above. When using this feature, the Dispatch Model must be set to Advanced, which will allow for configured Dispatch Rule Sets to be used. Here, there are 3 rule sets: Rotation, Standard and Urgent. When “Standard” is chosen by the agent during the call, the ACD will alert TAS, which will then trigger the Standard rule set shown above. If “Urgent” or “Rotation” is selected during call disposition instead, the appropriate TAS rule set will be triggered for the selected option.
Repeat steps #11-13 two more times, creating 2 additional text input fields
- Label= Urgent Priority / Value= urgent
- Label= Rotation / Value= rotation
Click Update to save and close the Constant Fields
Next, return to the Disposition Slide to set up Mirroring.
Once in the Disposition Slide, click to access the dispatchSet text input field that was added a few steps earlier.
On the Field Settings tab for the dispatchSet field, scroll down and select Mirroring.
Click an empty dropdown in the Mirror From section and choose the Standard Priority (Value) field from the constant slide that was created previously. This ensures that the Standard Priority field will mirror into the Disposition Slide during the call.

a. The Local column will default to Value, which can be left as-is.
Now, set the Mirroring Conditions by clicking on the settings button to the right of the Standard Priority entry that was just created.
Select All of the following from the dropdown list of available options.
Then use the dropdowns to set the following condition:
If - Dispatch Set Choice* - is - Standard
*In this instance, data from the Dispatch Set Choice Radios field that was added to the dispo slide during the creation of the guided interaction will be called upon for the condition. If the agent selected a Dispatch Priority of “Standard” during the call dispositioning, then a value of “Standard Priority” will be mirrored into the dispatchSet text field.
Repeat steps #19-22 for the Urgent Priority and Rotation fields
- Mirror From / Urgent Priority (Value)
  - condition: If- Dispatch Set Choice - is - Urgent
- Mirror From / Rotation (Value)
  - condition: If- Dispatch Set Choice - is - Rotation
Click Update to save.
Click Update to close the Disposition Slide, the click Save in the upper right corner of the graph to save and close the guided interaction.
Click on WorkFlows in the left-hand navigation.
Create a new workflow to be used with this campaign, or search for an existing workflow and select it.
If you are using an existing workflow that is already attached to the guided interaction that you just made the changes to, you must reattach the guided interaction at the Session Fields tab and re-map the fields.
Click Edit on the left-hand side.
Click Session fields at the top to access all of the mapped fields.
Scroll down and click Auto add Guided Interaction fields to map the 2 fields (dispatchSet & Standard Priority) that were added to the Disposition Slide and Constant Fields.
You will see a list of all of the fields that have already been added, as well as the new fields that are being added here.
Click Update to save and close this window, the click Graph to view the workflow’s Graph Editor.
Locate the Guided Interaction node on the graph and click the (wrench) icon to view the mapped fields.
Click on Auto map to map the two new fields
Ensure that the fields are mapped properly by choosing the appropriate Session Field from the dropdown on the right.
- Source: dispatchSet should be mapped to Session Field: dispatchSet
- Source: Standard Priority should be mapped to Session Field: Standard Priority
Click Save to save and return to the graph.
Click Save and then Close to exit out of the workflow.