Workflow

This initial setup is where you define the basic information needed to create a new workflow. On the configuration process page, the following fields are displayed:

1. Name – Enter a name for the workflow. This is a mandatory field.

2. Import from file – Select this checkbox to import a workflow. Click the Import button and select the workflow to be imported.

   Note:

   When you select this checkbox, the Call direction and Default Workflow fields will not be displayed in the Workflow page.

3. Call direction – Select the call type that we have defined in the Call Direction Sub Types section. Based on the selection, the dropdown lists the Call Direction SubTypes. This is a mandatory field. Select the required value from the dropdown list.

   When you select the call direction as Inbound, the following values are displayed

   1. MANUAL

   2. INBOUND

   When you select the call direction as Outbound, the following values are displayed

   1. PREVIEW

   2. PREDICTIVE

   3. PROGRESSIVE

   4. DIRECT_PREVIEW

   Note:

   • The values in the dropdown list vary depending on the defined call direction subtypes in the Call Direction Sub Types section.

   • The values in the dropdown list are not case sensitive.

4. Default Workflow – Set this toggle switch to Yes to set the current workflow as the default for the selected call type. By default, this switch will be as No. This is a mandatory field.

   Note:

   There will be multiple workflows for every call type.

5. Description – Enter a description for the new workflow.

6. Channel – Select a channel from the dropdown list. The values in the dropdown list are pre-populated based on the dialer integration. For example, the dropdown list varies depending on the dialer setup.

Click SAVE & NEXT to navigate to the Invoke SF page. You can also click SUBMIT & CLOSE to save the changes and close the page.