Work Order Scripts

Work order scripts implement a template on the Call Center > New Inbound Call and the Edit Work Order Script Response pages. These scripts ensure consistent call logging, streamline call center agent training, improve triage and troubleshooting, and offer providers detailed information they need to start work effectively.

Create work order script

1. Go to Admin > Work Order Scripts.

2. Click New.

3. Complete the Details section:

   • Name: Enter the script's name.

   • Description: Enter a description for the script.

   • Status: Select whether the script is active.

   • Causing action: Select whether you want the script on Work order creation or Job complete.

   • Available on: Select where the script applies, such as Mobile, Call Center, or others.

4. Click Save.

Rule builder

The rule builder defines criteria for when the script should appear on a work order. You can add multiple entries to define specific conditions.

1. In the Rule builder section, click Add new entry.

2. Select an option in the Criteria value field.

3. Click Edit in Saved values.

4. Select one or more criteria and click Select.

5. Click Save.

Scripts field builder

Script fields define the questions and additional information displayed in the work order. These fields guide technicians through data entry and ensure they capture all necessary information. You first need to create the fields in Admin > Work Order Scripts > Work Order Script Fields.

1. In the Script fields section, click Add script field.

2. Select one or more options.

3. Click Select.

4. Click Save.

Field information

After you select a work order script, view the details:

• Field name: The script's field name.

• Type: Type of input required for the field, such as free text or dropdown.

• Options: Available choices depending on the field type.

• Required: Whether the technician must complete the field before submitting the script.

• Order: Order in which the fields appear.