Anyone using Interactive Script "Transcripts"?

[former_member187490]

Hi,

Just wondering if anyone out there is using the new Transcript feature for Interactive Scripting (delivered with CRM 7.0 EHP1). I recently wrote this blog describing how the feature works and how to configure it, which I hope contains some useful content. But I'd be interested in any other tips, tricks, gotchas, etc., from anyone who has implemented the feature and is using it. Thanks so much.

Best regards,

John

[Former Member · Accepted solution]

Hi john

We have just gone up live using a complex set of interactive scripts (basically around 30 scripts joined together)…

We had to implement a lot of SAP NOTES including many new that were just created due to product errors we found.

Now the solution seems to work fine.

Some point I'd like to point out for the next users:

·        The Action feature requires development.

·        Navigating through buttons works perfect as it is, using any other kind of answer (radio, drop down etc.) requires development (the class given by SAP is empty…).

·        Using the same question/ answer in various questions might cause problems on runtime and/ or when translating the script.

Now we are facing an issue of evaluating the script data. We have the transcript which contains all the script answers, but we are not able to analyze massive transcripts/ customers data in our BI system:

Using the old extractor extracts only part of the data (dynamic answers and radio buttons, for example, are not extracted)  and there isn't seem to be a solution regarding this issue (we have a customer message open awaiting for SAP).

Maybe you can help us with that?

One major tip:

Actions can be transported!! It can be done through transaction: CRMC_XMLEDITOR, however it should be handled with a lot of care…

Hope you find this information

Regards,

Silvina Betzalel

[Former Member]

John,

Are you able to tell me the IMG path for the Interactive Scripting Transcript feature so I can turn on the automatic recording of answers from a script and view them in the Activity Clipboard?

Thanks,

Tom

[former_member187490]

Hi Tom,

The new Interactive Script Transcript feature can be enabled in the IMG activity Define Script Profiles (CRMC_IC_SCRIPT) which is IMG menu path: Customer Relationship Management -> Interaction Center WebClient -> Basic Functions -> Define Script Profiles.

Regards,

John

[former_member184510]

Hi John,

I am currently working this and would like to know how would the response from interactive scripts saved in CRM? Is there any specific table that store the response data when a script is run ?

Regards,

Aneesh

[former_member187490]

Hi Aneesh,

I apologize, but I am unfortunately not familiar with the technical details as to where (in which table) the XML file of the interactive script transcript is actually stored. Sorry that I could not be of more help!

Best regards,

John

[former_member184510]

Hi John,

I have gone through your blog and found it extremely useful. I have to design a solution where the call center agents have to conduct surveys and save the results/response. These responses would then be analyzed by IBM SPSS tool.I have 2 questions here:

1. does this interactive scripting replaces standard survey management application in crm (crm_survey_suite) ?

2. results captured in xml can flow to IBM SPSS?

It would be of great help if I can also get detailed configuration document on this topic.

Thanks and regards,

Aneesh

[former_member187490]

Hello Aneesh,

Interactive Scripts are intended mainly as a tool for guiding an agent through a customer interaction or customer conversation. However, interactive scripts do provide the capability to integrate a questionnaire / survey from the SAP Survey Suite into an interactive script. This isn't mean to replace the standard survey management capabilities or SAP CRM, but rather to complement them.

Unfortunately I don't have any experience or expertise on how to get the results from the XML script transcript into IBM SPSS.

Best of luck with your project!

Warm regards,

John