The Text Area option displays multiple lines of text or captures multiple lines of data in the script. This type of question is used to capture larger amounts of data from the customer that may include a description, an opinion, or other open-ended responses.
To create a text area, on the Questions tab, click Add, and then select the Text Area option. This action 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 will be displayed above the text box 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 Label and optional default value for the Text Area. To do this:
- Click the Answers tab of the Question.
- Click Add, and then double-click the new line in the Label column.
- Enter the label that you want to display for the response.
- Double-click the empty line in the Value column if you want to add a default value, and then add the text.
- Update the properties for the new answer in the properties section (located on the right side of the answer).
Some of the more important properties are:- Name: Name of the field. This is how it is referenced in the script and the report section.
- Required: Designates if a response is required for this field.
- 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.
- If you want to have more than one response for the question, follow steps 2 through 5 again.
- Click Save.