Work Order Scripts

Work order script implement a call template on the New Inbound Call page in Call Center. This allows for more consistent call logging, supports Call Center agent training, allows for better triage and troubleshooting, and gives providers more sufficient data to begin work.

Create a new work order script

1. Go to Admin > Work Order Scripts.

2. Click New.

Field	Description
Name	Required free text field; define the Name of the Work Order Script
Description	Required free text field; describe the Work Order Script
Status	Required free text field; determines if the Work Order Script will appear on the New Inbound Call page when the appropriate criteria is met. Options include Active (default) and Inactive.
Available On	Required list box; options include Mobile, Create WO Dashboard, Call Center, Kiosk2, Linked Work Order, Web Service, Pre-Quote.

Rule Builder

Field	Description
Criteria Value	Required dropdown; available options include Asset Category, Asset Type, Client, Location, Organization, Problem Type, Provider, Site, Site Attribute, Site Space, Site Type, Work Order Authority.
Saved Values	Optional field; enables you to select from a list of saved values for the chosen criteria.

Scripts Field Builder

Field	Description
Field Name	Required free text field; define name of the field to appear in the script
Type	Required dropdown; define the type of field for each Field Name Free Text Entry (default)Single ValueWhen Single Value is selected, an Edit button will appear.Select the Edit button to choose what options should be included as options in the dropdown for that field.Users may select "No Action," "Escalate on WO Create," or "Tag on WO Create" to determine what will happen if the Call Center user selects that option when completing the call script on the New Inbound Call page.
Options	Shows you the available options if the field is a dropdown.
Required	Required dropdown; determines if the field will be required for the user when filling out the Work Order Script on the New Inbound Call page. Options include No (default) and Yes.
Order	Arrows used to reorder fields; will determine the order the fields appear on the New Inbound Call page.