Customize workflows to improve customer interactions, ensuring more efficient handling of calls and services.
- Search for Workflow in the Options menu.
- Click Plus (+) and fill out the required information.
- Click Save.
Information Tab
|
Field Name |
Description |
|
Name |
The name of the workflow. |
|
Description |
The description of the workflow. |
Workflow Options Tab
| Field Name | Description |
| Final State Customer Hangup | When the customer hangs up the phone, what do you want to happen to the call. For example, a function or terminating the call. |
| Maximum Number of Workflow Actions | After the maximum number of workflow actions, the workitem will terminate. |
| Final State Agent Hangup | For an agent to hang up, you select what you want to happen to the call. For example, a function that does a survey or terminating the call. |
Campaigns Tab
The Campaigns tab will show where the following workflow is assigned.
Workflow Tab
The Workflow tab is where the workflow will be created.
- Under Workflows, right-click anywhere in the whitespace of the workflow and select Add State.
- Enter a name and click Ok to save.
- Double-click the state and drag and drop the desired node to the left of the screen.
- Repeat steps 1-3 for each state required for your workflow.