User Guide

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Legacy - Workflow Example

The following example of a workflow created for a script that takes callout messages:
 
 

Create the Workflow

Before you can create the workflow, the script that will trigger it must be in place.  Select the script that will eventually trigger the workflow from the drop down list of the left hand side of the screen.
 
Click New --> Enter a name for the workflow. Click OK
 
The workflow editor will add the first Event  the workflow ('New Call') on the right hand side of the screen.  Click on the 'New Call' event to edit it. The event will turn blue on screen when it is selected.
 
 
When the 'New Call' event occurs, the following actions should happen – run report for the agent to send the SMS and a priority of '2'
To do this, With the 'New Call' event highlighted, click the 'Add Action' button on the left hand side of the screen. Select Run Report
 
 
Select the relevant report. Select either for the report to run automatically or manually. Click Save.
 
 
To add another action to this stage click on New call again, so its highlighted in blue. Add action, select Set Priority.
Select Priority 2 and click save.
 
 
Now add a button to this stage. Click on New call again. Add Action. Select Button. Enter the relevant text to be displayed on the button. Then click Save
 
 
Now that the 'New Call' event has an action(s) associated with it, it is possible to edit the text that appears in the event box.
 
 
Click on the 'New Call' event to edit it.  - On the right hand side of the screen, enter the text. Click save.
 
 
The button action that has been added, will have added a new event – 'Button Pushed' on the second level of the workflow.
 
 
Click on 'Button Pushed' event to add a Timer action. Click Add Action and select Timer. Enter the relevant time period into the box in seconds. Click the 'Save' button.
 
             
 
The 'Start Timer' action adds the next event to the workflow – 'Timer Up'.
 
Add a button action to stage two. Click on Button pushed --> Add Action --> Select Button --> Enter button text 'Engineer called' and click save.
 
The agent can click on this button to finish the workflow if the engineer calls within the 10 minutes.
 
Now add some text to the event box. Click on button pushed to edit. On the right hand side of the screen, enter the text 'Click on the button below if the engineer calls in'. Click save.
 
The 'Button' action adds the next event to the workflow – 'Button Pushed'.
 
The priority has to be set to 'High'. Click on Timer up, add action, select Priority and select 5, and click save.
 
Add a button to this event. Click on Timer up, add action, select button, and enter button text – 'Left voice mail'
 
Add another button to this event. Click on Timer up, add action, select button, and enter button text – 'Details passed'
 
Now add text to this event. Click on Timer up, and enter the following text – 'Call the on call engineer on 07998 123456, if no answer leave a voice mail, asking them to contact the call centre'
 
On stage 3 – button pushed {Engineer called}, add a finish workflow action. Click on Button Pushed, add action, select Finish Workflow, and click save.
 
The workflow should now look like this.
 
Add a timer action to stage 4 button pushed {Left Voice mail}. Enter 600 minutes (10 minutes) and click save.
 
Again add another button to this, and enter the button text – 'Engineer called' and click save.
 
Add the event text. Click on Button Pushed and enter the following text 'Click on the button below if the engineer calls in'.
 
Click on Button Pushed {Details Passed} and add Finish Workflow action to this.
 
Stage 4 should now look like this.
The priority is now Urgent. Click on Timer up on stage 5, Add action, select priority, select 9 and click save. Note that setting a priority to 10 will cause the system to stop processing workflow until the priority 10 action has been dealt with.
Add a button to this event. Click on Timer up, add action, select button, enter button text – 'No answer at head office'
 
Add another button to this event. Click on Timer up, add action, select button, enter button text – 'Details passed to head office'
 
Edit this text to this event. Click on Timer Up. Enter the following text 'Call the Head office and pass the details on 020 1234 56789'
 
Add a finish workflow action to button pushed {Engineer called} on stage 5. Click on button pushed, add action, Finish Workflow and click save.
 
The workflow at should now look like this
With no answer at the head office, the whole process will need to begin again from stage 3. To do this, add the action Go To. Click on button pushed {No Answer at Head Office}, add action, select Go To, and select the step it needs to automatically go to. In this case it is 3. Timer Up (600).
Now add a Finish Workflow action to button pushed {Details Passed to Head Office}.
 
Click on Button Pushed {Details Passed to Head Office}, add action, Select Finish Workflow and click save.
 
The workflow is now complete and should look like this
Workflow must be set live. Tick Automatically Run workflow