The Dropdown question type enables you to provide a list of responses for the agent to choose from. The benefit to this type of question is that the responses are predefined and limited, which helps keep the resulting data standardized and easily reportable. For this type of question, the agent is limited to a single response per question.

To create a drop-down, on the Questions menu, click Add, and select the Dropdown option. This creates an entry in the list of questions.

If you already have items in the list of questions, you can arrange the order by using the Up and Down arrows from the properties toolbar to position the items as you want. The order of the display in this section is the order in which they are presented to the agent, unless you have set the Randomize property in the General Properties tab of the dialog.

Double-click the blank item that was added for the new question. This enables the manager to add the text for the question. The text is displayed above the drop-down list that accepts the response from the agent.

There is no theoretical limit to the length of the question. It can be as long as needed to convey the necessary information. The text wraps on the agent screen so that it is readable without having to scroll left and right. The text breaks into a new line, if needed, when a blank character is encountered in the string.

To view the properties of the Text Box, see Content Type Properties.

The next step is to provide the available response for the question. Perform the following procedure to provide the available response:

1. On the Answers tab, click the Add.
   A new answer line that you can set up is created.
2. In the Choice column, add the text for the answer.
3. In the Value column, add the value for the answer.
   This may be a number or a text value. This value may be used later as part of the navigation or business rules to evaluate the response provided for this question by the agent.
4. In the Selected column, you can choose to set a default selected value for the answer. 
5. Set the properties for the answers in the Properties area on the right side of the window.
   These properties are inherited for each answer for this question. Some of the more important properties are:
   
   • Name: Choose a field from the drop-down list for this field. This will be the script field (Data Element) with which the response is associated in the script.
   • Required: Designates if a response is required for this question.
   • Required Message: Designates the message that is displayed to the agent if this question is not answered.
   • Clear Previous: Designates if the answer for this field should be cleared in the screen if the user moves back through this screen by using the Previous button.
6. To add additional answers to the list, follow steps 1 and 2 again.
7. Click OK.