Data Entry Controls

Defines the type of heading, from h2 (most important) to h4 (least important).

For more information about headings in HTML, see https://www.w3schools.com/html/html_headings.asp.

Adds a border beneath the heading.

Defines the text to show in Syntelate XA. Click the Text box to show the text editor, where you can type the text that you want to show and also insert references to database fields.

Defines whether the text is standard text, speech, or an instruction. At runtime, speech and instructions look different to standard text.

Shows the icon inside the text box. The agent can hover over this to see the text box’s value displayed in the NATO phonetic alphabet.

Where the text box will contain a specific type of data, such as a date, phone number, or email address, select the appropriate option. Otherwise leave this property blank.

• Date: Adds a date picker to the text box.
• DateTime: Adds a date and time picker to the text box.
• Dtmf: Shows the button beside the text box. The agent can click this to dial the phone number in the text box. Use, for example, where agents must dial a particular phone number before taking credit card details (so as to pause recording). DTMF stands for dual-tone multi-frequency.
• EmailAddress: Validates the text box to ensure that it is either blank or in the format local-part@do.main. Where an agent tries to complete the record and this field is invalid, Syntelate XA prevents completion and highlights the field for correction.
• PhoneNumber: Shows the or button beside the text box. The agent can click this to dial the phone number. Also prevents the agent from entering any characters other than numbers and the + symbol.
• PhoneNumberText: Prevents the agent from entering any characters other than numbers and the + symbol. Doesn’t show the or button beside the text box.

Defines whether Syntelate XA should dial the phone number as soon as the agent clicks the button () or whether Syntelate XA should instead pass the phone number to the Dial window ().

This property only shows if you select PhoneNumber for Text box type.

Used in conjunction with an action button where you want agents to be able to print information shown on their desktop.

For example, let’s say you want your agents to be able to print a customer email. You want both the subject (held in a Text box control) and the email body (held in an HTML editor control) to be included in the printout. In this case, you’d set the Printing group property of both controls to something like messagePrint.

Next you’d need to add an Action button control, give it a label like Print, and make it call an action with the following step:

• Step type: Run JavaScript
• JavaScript: printGroupOfControls('messagePrint');

Where you set this property, the width of the control will be set to 50% of the container column. If this control is followed by another control that also has this property set, they’ll be shown side by side at runtime.

Where this property is set, the Label alignment property will automatically be overridden to Top.

At runtime, if the container column is too narrow, Syntelate XA may disregard this property and show the control at full width.

Defines the height of the Multiline text box in terms of number of lines. If the control’s value runs to more lines than this, a scroll bar appears on the control.

Where you set this property, the width of the control will be set to 50% of the container column. If this control is followed by another control that also has this property set, they’ll be shown side by side at runtime.

Where this property is set, the Label alignment property will automatically be overridden to Top.

At runtime, if the container column is too narrow, Syntelate XA may disregard this property and show the control at full width.

Determines the items that are displayed in the dropdown.

For each item, the first box defines what is stored in the database field when this item is selected. And the second box defines the text that is displayed in the Dropdown.

Click to add an item or to delete an item.

Enable searching: Add five items or more to enable searching. When searching is enabled, at runtime the end user can search the dropdown. The search logic is "contains". For example, if a user searches for "ap", Syntelate XA will match any item in the dropdown that contains "ap". The search is not case sensitive.

Where you set this property, the width of the control will be set to 50% of the container column. If this control is followed by another control that also has this property set, they’ll be shown side by side at runtime.

Where this property is set, the Label alignment property will automatically be overridden to Top.

At runtime, if the container column is too narrow, Syntelate XA may disregard this property and show the control at full width.

Selects the Check box by default.

Defines the available options. For each item, the Value is what is stored in the database field when this item is selected, and the Text is what is displayed to the agent beside the radio button.

Click to add an item or to delete an item.

Lets agents select an Other radio button and then type their own value into a Text box. If you use this property, you must complete the following related properties:

• Value for "Other": The value to write to the Radio buttons database field when the agent clicks Other.
• Table name for "Other": The database table to store the agent’s entered value to.
• Field name for "Other": The database field to store the agent’s entered value to.

Defines the interval group to use with the control. Leave this blank to use the interval group associated with the workzone or else select a specific interval group.

To manage interval groups, use the Interval Manager.

Defines the expression to use for the calculation. Click the Expression box to show the Calculation Builder, where you can build up your expression by inserting one or more functions as well as references to database fields.

Defines the grid to use.

Click to create a new grid. You’ll have the option to open and start editing it straightaway.

If No, the grid’s height extends to show all records.

If Yes, the grid has a maximum height (set by the Maximum height property). Where more records show in the grid than can be displayed within this height, the agent can scroll to view all records.

Only relevant where the grid’s data source is a stored procedure.

If Yes, a copy of the data is stored on the client. This is only needed where other controls are linked to the data source used by the grid.

Displays a dropdown (not a grid). The values of this dropdown come from the grid’s data source object. This must contain columns with the following names:

• itemValue
• itemDescription

Defines the visual style of the grid. Choose from:

• Default: Table headers have dark gray shading, all cells have a light gray solid border, alternate rows have pale blue shading.
• Simple: No borders or shading.
• Attachments: For email only. Choose this when you need to provide a place for agents to upload and see email attachments.

Defines the snippet group to use.

Only shows if the Show snippets? property is set to Yes.

Used in conjunction with an action button where you want agents to be able to print information shown on their desktop.

For example, let’s say you want your agents to be able to print a customer email. You want both the subject (held in a Text box control) and the email body (held in an HTML editor control) to be included in the printout. In this case, you’d set the Printing group property of both controls to be something like messagePrint.

Next you’d need to add an Action button control, give it a label like Print, and make it call an action with the following step:

• Step type: Run JavaScript
• JavaScript: printGroupOfControls('messagePrint');

Adds a cancel button that the agent can click to cancel any changes made to an existing record or to cancel the creation of a new record.

Click to add a new button to the collection or to delete a button.

For each button, you can set the following properties:

• Order: Defines the order in which buttons show. You can use any numbers; the lowest number will be the first button in the collection and the highest number will be the last button.
• ID: A unique ID for the button.
• Label: The text shown on the button.
• Enabled condition: Disables the button from being clicked unless the specified condition is met. Click the box to show the Calculation Builder, where you can set your condition.

• Completion code: Adds a completion code a reason for ending an interaction (or an attempted interaction) with a customer to the LKTL_COMPLETECODE field in INTERACTION_X when the agent clicks the button.

  Although this property is optional, the interaction record will only close if LKTL_COMPLETECODE is populated. You can, however, populate this field in other ways. For example, you could populate it via on action on a script box.

Click to add a new button to the collection or to delete a button.

For each button, you can set the following properties:

• Order: Defines the order in which buttons show. You can use any numbers; the lowest number will be the first button in the collection and the highest number will be the last button.
• ID: A unique ID for the button.
• Label: The text shown on the button.
• After click actions: The actions to perform when the button is clicked.

If set, defines the URL of the web page to show in the iframe (overriding the Default source property).

Click the Expression box to show the Calculation Builder. Here you can, for example, select a database field that contains the URL to use.

Either select an existing allocation (if you have created one) or click to create a new allocation.

See the example above for an overview of each of the fields in the Add new allocation dialog box.

Select the mailbox (email gateway) to use to send the email.

Click Yes where you want the control to be used for sending “unsolicited” outbound emails (in other words, outbound emails not sent in response to an inbound customer email).

Click No where you want the control to be used for replying to inbound customer emails.

Defines the email address to which the agent’s reply email should be sent. By default, this is set to: INTERACTION_X_MESSAGEEMAIL.LKTL_EMAIL.

Click the box to show the Calculation Builder, where you can set a different field if you wish.

Defines the default subject of outbound emails. Click the box to show the Calculation Builder, where you can set this.

For example, where agents will use the control to reply to customer emails, you might set the subject to: RE: INTERACTION_X_MESSAGEEMAIL.LKTL_SUBJECT.

New attachments grid

Defines whether the email should be sent when the agent clicks Send. Sets LKTL_COMPLETED to Y in the INTERACTION_X_NEWMESSAGE table.

If you do not set this to Yes, then you must have to some other way of setting this field to Y — from a supervisor desktop, for example. Otherwise, the email will never send.

Defines the tabs that the data entry element uses.

Tab name is the name of the tab that the agent sees, while Order defines the order in which tabs are shown to agents. Tabs with a lower order number are shown before tabs with a higher order number.

Click to add a tab or to delete a tab.

Defines whether agents navigate between tabs by clicking actual tabs or by selecting a tab in a dropdown.

For more information, see Enabling/Disabling Tabbing.

The field in the above database table from which / to which the control’s value should be read/written.

Click to create a new field in this table.

Each data entry control must have an ID. This needs to be unique within the data entry element, but it doesn’t need to be unique, say, within the desktop in which the data entry element is used.

Help text that shows when the agent hovers over the control with their mouse.

Sets the control as invisible. Agents will not see this control.

As well as setting Yes or No, you can set a conditional statement using the Calculation Builder.

Label color specifies the color of the Label and Sublabel. Text color specifies the color of the control’s value.

You should generally leave these properties blank. When blank, Syntelate XA uses the colors of the agent’s selected theme. Use these properties when you want to draw the agent’s attention to a particular control.