Create Dynamic Scripts & Custom Fields Using Qubicles Flow – Qubicles

About Qubicles Flow

Qubicles Flow is the industry leading contact center scripting solution that empowers contact center staff to dynamically build and customize scripts on-the-fly to guide agents through complex customer interactions.

With Qubicles open ended platform, any type of outside data source can be incorporated within a Flow script. Bring in CRM, lead sources, payment processors and other data using our standard API’s.

Flow simplifies the ability to build powerfully dynamic scripts by providing an easy to use script designer to incorporate advanced controls that automatically enable work flows to be constructed and deployed fast and easy. There is no need for a technical resource to program and maintain complex scripts. Any campaign administrator or operations personnel can easy create a script in minutes using our drag-n-drop designer to build masterful scripts and call flows that allows your agents to lead their interaction to the best possible outcome, and at the same time deliver exceptional customer service to your clients.

Qubicles Flow can be tailored to any industry to enhance the operations of an in-house and outsourced contact centers. Whether your focus is on lead generation, sales, customer support, fund raising, customer retention, brand awareness or telemarketing, Qubicles Flow will provide your team with the tools to transform your customer communications.

Key Features

Conditional branching for more masterful script builds and streamlined call flows
Create logic-based, dynamic scripts and surveys for agent interactions
Ridiculously easy to use drag-n-drop capability in script designer to add advanced logic and branching
Predefined controls for conditions, navigation, actions, check box, multi-selection, radio button, iframe, image, text box, time picker and more
Dynamically populates variables in scripts such as caller name, phone number for personalized agent responses
Ability to integrate with dialing lists to populate lead data dynamically such as lead name and address
Fully integrated within Qubicles Management Portal
No complex programming or technical resources required

Getting Started

Begin by navigating to the following URL: (https://manager.qubicles.io).

Log into your portal using your Company ID, User Name and Password
Once logged in click on the Flow icon located within the Launch Pad or Program Management drop down menu

To begin designing your script you must first create a Flow script. To do this simply click on the Add New Flow button

Within the Flow Settings window you will be presented with three fields such as Name, Description and Flow URL (see example below)

Name: Enter a name to identify your script in the Page (This is a Required filed)
Description: Enter a description (Optional)
Flow URL: This is the direct URL to your Flow script
Click the Save button to continue

Script Controls

The Script Controls tool box is a Drag and Drop feature, which is used in the process of designing your script. Each control serves a certain function which allows you to create verbiage, multiple choice selections, navigation and more.

Action: Use this control to perform the following actions such as Dispositioning, Ending Calls, Creating New Leads and Navigation.

Check Box: This control allows users to select one or multiple checkboxes for selection.

Comments Box: The Comment Box is simply a large text field which allows for huge amount of verbiage to be displayed.

Condition: This control allows you to define logic for navigation for example (IF checkbox = NO then Go To Page -or- Go To Field)

Date Picker: Allows you to pick dates from a predefined list of dates

Dropdown List: Allows users to select a list of possible options to choose from.

Empty Space: This control is used to provide spacing between controls in your script.

Expression: This is a conditional button which allows you to display output based on evaluating expressions

Iframe: This control will allow you to load external webpages within your script.

Image: The image control allows you to add images to your script such as your company logo.

Multi Selection: This control allows for users to select multiple selections from a dropdown menu; option randomize feature included.

Navigation Button: The Navigation control allows you to navigate to specific script pages.

Radio Button: This controls provides a list of options which only one can be selected.

Script Verbiage: Control used to create read only verbiage which is commonly used to guide users during interactions.

Text Field: This control is used to capture small amounts of text such as Name, Address etc.

Time Picker: Control used to select from a predefined list of time.

Using Flow

Below you will find several examples that will aid in helping you create your first script using several and simple dynamic drag and drop controls.

Interaction 01

Building our first user interaction script by utilizing the following script controls below and creating a secondary page which will be shown based on user selection.

Script Verbiage
Radio Button
Navigation button
Condition
Empty Space

Within your script you will notice a Welcome Page has been created by the default

(Note: The Welcome Page is underlined in red letting you know what page you’re currently working on)

Let’s start by Dragging and Dropping a Script Verbiage control into the grey rectangular area under the Welcome Page title (Note: When dragging a Control into the designer you’ll notice the control will highlight in blue notifying you of the proper placement)

Drag and drop your Script Verbiage control into the designer as shown below

The Script Verbiage Settings window will appear, enter the following information

Label: Enter a Label Name (Default can be kept but is Required)
Name: Enter a Name to identify your control in the Page Fields
Description: Entering a description for your Control (This is Optional)
Script Page: Page Location for which the control will be located (Leave as default)
Field Order: This displays the order of your Script Verbiage (Leave as default)

Click the Script Options menu to proceed. The Script Options page contains a well-known editor known as WYSIWYG or (What You See Is What You Get) which contains various formatting options such as Size Font, Colors, Hyperlinks, etc.

To begin creating verbiage click anywhere within the body of the WYSIWYG and input your script. See example below:

Click the Save Settings button to save your script

Drag and Drop another Script Verbiage control into the designer. This will be used to add a question. See the example below

Enter the Label name and Name of the Verbiage script as shown in step 3 above

Select the Script Options and click anywhere within the WYSIWYG body to begin entering your verbiage

Once completed click on the Save Settings button to return to the designer

Next Drag and Drop a Radio Button control to the designer

Label: Enter a label Name (Default can be kept)
Name: Enter a Name to identify your Radio Button control in Page Fields
Description: Enter a description (Optional)
Align Position: Choose an Alignment for the Radio button box (Optional)
Script Page: Leave as default
Field Order: Leave as default

Select the RadioButton Options menu to create your list of options.

Text: Enter the text you will like to be displayed as an option
Value: Enter the value of the selection which will be entered into the systems DB (Database). (Note: This will not be visible to the user)

Drag and Drop the Navigation Button control; this will be used to submit the selected response in which the user will be navigated to another script based on the assigned condition.

Label: Enter a label Name (Default can be kept)
Name: Enter a Name for the button to display (The name will show up in Page Fields)
Description: Enter a description (Optional)
Align Position: Choose an Alignment for the text box (Optional)
Script Page: Leave as default
Field Order: Leave as default

Select the Navigation Options menu and enter your desired button width

Click Save Settings to continue

The Navigation Menu will not be used for this example. The following below is for future Reference.

Select the Navigation Options menu

This will display a drop down menu which displays a list of pages that you have created. By selecting a page from the “On Selection Go To” drop down menu you are instructing the button to “ON CLICK” to go to a predefined page.
For this example we will only use the button face to add a Condition Control.
Click Save Settings to continue

Create a new page by clicking on Page Name field and entering the new page name follow by a description in the Description field as shown below

Click the Add Page button to add your newly created page (see example below)

Drag and Drop a Script Verbiage into the designer

Label: Enter a Label Name (Default can be kept but is Required)
Name: Enter a Name to identify your control in the Page Fields
Description: Entering a description for your Control (This is Optional)
Script Page: Page Location for which the control will be located (Leave as default)
Field Order: This displays the order of your Script Verbiage (Leave as default)

Select the Script Options and enter your verbiage (In this example we will enter verbiage that pertains to the Not Interested option selection). See example below:

Click anywhere in the WYSIWIG to begin typing

Click the Save Settings button to return to the designer

Navigate back to the Welcome Page by clicking on the Welcome Page Tab

Drag and Drop the Condition control into the designer

Label: Enter a label Name (Default can be kept)
Name: Enter a Name to identify your control in Page Fields
Description: Enter a description (Optional)
Script Page: Leave as default
Field Order: Leave as default

Select the Condition Options menu

In the “If this field” drop down menu select the Radio Button name that was created in step 7 in this case Radiobutton01
In the next drop down menu select = Equals
Click the This Value drop down menu and select Not Interested from the options
Click the Go To Page drop down menu and select the Not Interested page that was created
Click the Save Settings button to return to the designer

Your Welcome Page should now look like the following example below.

Let’s test the script by selecting the Preview button within the Designer. This will give you a preview on how your script will function and look to your user during production.

Click on the Preview button to view and test your script

Select the Not Interested Radio Button
Click on the Submit button to see the result of the applied condition

Result from Clicking on the Not Interested button

Once you are done previewing your script click the Close button to return to the designer

To keep your script from looking cluttered use the Empty Space control to space out your scripts from one another. See the example below

Drag and Drop the Empty Space control into the designer

Label: Enter a label Name (Default can be kept)
Name: Enter a Name to identify your control in Page Fields
Description: Enter a description (Optional)
Script Page: Leave as default
Field Order: Leave as default

Select the Space Options menu

Enter the desired Height spacing (Pixel Height is used for measurement)

click on the Save Settings button to continue

Interaction 02

Creating verbiage and making use of the Text Box Control to select multiple options.

Drag and Drop the Script Verbiage control to the designer (As shown in Interaction 01)

Enter a Label name (Default can be kept)
Enter a Name to identify your control in Page Fields

Select the Script Options menu to begin inputting your verbiage as shown below. Once you have completed your verbiage Click the Save Settings button to continue.

Drag and Drop a Check Box Control into the designer

Label: Enter a label Name (Default can be kept)
Name: Enter a Name to identify your Checkbox control in Page Fields
Description: Enter a description (Optional)
Align Position: Choose an Alignment for the text box (Optional)
Script Page: Leave as default
Field Order: Leave as default

Select the CheckBox Options Start creating your list of options to choose from by entering your options below

Text: Enter the name of the option you would like to present
Value: Enter the Value of your option which will be captured by the database
Click the Add button to begin adding you list of options
Repeat steps a-c to add more options

When completed click the Save Settings button to return to the designer

Add an Empty Space control to your script

Drag and Drop the Empty Space control into the designer
Enter a Label name and Name for your control
Select the Space Options and set your desired height
Save by clicking on Save Settings button

Your script should now look like this. We will continue to build more by using several other controls

Interaction 03

Making use of the Text Field control and adding Validation.

Let’s begin by Dragging and Dropping a Script Verbiage control to the designer (As shown in Interaction 01)

Enter a Label name (Default can be kept)
Enter a Name to identify your control in Page Fields
Select the Script Options menu and enter your desired question (example shown below)
Click the Save Settings button to return to the designer

Drag and Drop the Text Field control to the designer

Label: Enter a label Name (Default can be kept)
Name: Enter a Name to identify your Checkbox control in Page Fields
- In this example we will use (Address)
Description: Enter a description (Optional)
Align Position: Choose an Alignment for the text box (Optional)
Script Page: Leave as default
Field Order: Leave as default

Select the TextField Options menu

Width: Enter the desired text width
Address Default Value: This will enter a default value in the text field (Optional)

Select the Validation Menu

Select the Validations drop down menu (Example below)

Select the Required Field check box from the drop down menu (Example below)

Click anywhere outside of the drop-down menu to return to Validation

Click the Save Settings button to return to the designer

Drag and Drop another Add another Text Field control into the designer

Label: Enter a label Name (Default can be kept)
Name: Enter a Name to identify your Checkbox control in Page Fields
- In this example we will use (City)
Description: Enter a description (Optional)
Align Position: Choose an Alignment for the text box (Optional)
Script Page: Leave as default
Field Order: Leave as default

Select the TextField Options menu

Width: Enter the desired text width (Optional)
Address Default Value: This will enter a default value in the text field

Select the Validation Menu

Select the Minimum Length check box from the drop down menu (Example below)

Click anywhere outside of the drop down menu to return to Validation
Click the Save Settings button to return to the designer

Repeat Steps 2 thru 6 to create a new Text Field control using (State) as the example

Select the Maximum Length check box from the drop down menu in Validation

Click the Save Settings button to return to the designer

We should now have three Text Field controls in the designer, each with its own validation assigned to the control. We can test the functionality of each validation assigned by previewing the script (see example below). Click the Preview button.

*Text Field (Required Validation)*	Explanation
	The example to the left shows the Address Text Field in an inactive state.
	This example shows the Address Text Field in a selective active state.
	The Address Text Field will display in red to let users know that the Address Field is required and cannot be left blank.
*Text Field (Minimum Validation)*	Explanation
	The example to the left shows the City Text Field in an inactive state.
	This example shows the City Text Field in a selective active state.
	The City Text Field displays in red to let users know that the Minimum character set for the field is 5 characters or more.
*Text Field (Maximum Validation)*	Explanation
	The example to the left shows the State Text Field in an inactive state.
	This example shows the State Text Field in a selective active state.
	The State Text Field displays in red when the Maximum number of characters has exceeded the set amount, in this case two (2).
	This example shows the State Text Field when the correct amount of characters are entered.

Interaction 04

In this exercise we will create a multi-selection option and apply a limit validation.

Let’s begin by Dragging and Dropping a Script Verbiage control to the designer

Enter a Label name (Default can be kept)
Enter a Name to identify your control in Page Fields
Select the Script Options menu and enter your desired question (example shown below)
Click the Save Settings button to return to the design.

Drag and Drop the Multi Selection control into the designer

Label: Enter a label Name (Default can be kept)
Name: Enter a Name to identify your Multi Selection control in Page Fields
Description: Enter a description (Optional)
Align Position: Choose an Alignment for the text box (Optional)
Script Page: Leave as default
Field Order: Leave as default

Select the Multi Selection Options menu

Text: Enter the name of the option you would like to present
Value: Enter the Value of your option which will be captured by the database
Click the Add button to add your options
Repeat steps a-c until you have reached your desired amount of options

In this example we are going to use the following options to display in our Multi Selection Control (Cinemax, Encore, HBO, Showtime and Starz) See example below.

Click on the Validation

Select the Option Limit check box from the Validations drop down menu
Click anywhere outside of the check box menu to return to Validation
In the Option Limit field enter your desired amount of options that a user can choose (in this example we will use tow)

Click the Save Settings button to return to the designer

We will know test the functionality of the Multi Selection control and validation assigned by previewing the script (see example below). Click the Preview button.

Multi Selection Control	Explanation
	This example shows the Multi Selection control in an inactive state.
	This example shows the when the Multi-Selection control drop down menu is selected.
	When making your selection the Multi Selection control will only allow you to select no more than two options.

Once you are done with the preview, click on the Close button to return to the designer.