Testing Published Workflow Routes

A workflow route is ready for testing once a published workflow is linked to a starting and/or destination point. In either case, that connection point could be between one or all of these options:

  • web chat
  • phone number’s voice channel
  • phone number’s SMS message channel
  • queue status

Once a workflow is ready for testing, test all published workflow routes to verify these important points:

  1. Every route is connected correctly (i.e. Published Workflow to Web Chat, Published Workflow to Voice Channel, etc.)

  2. All pathways inside the workflow are functioning correctly (i.e. Trigger Module correctly moves the interaction to the Transfer Module, etc.)

To effectively test a published workflow route, it is important to first prepare your mindset: the Huddle Admin needs to become both the Agent and the Customer. 

The Admin becomes the Customer then triggers, or starts, the interaction. Then, the Admin becomes the Agent to accept the interaction. Once the Admin has accepted the interaction as the Agent within the Queue workspace of the Edify App, the Admin can then engage as the Agent and the Customer in the live interaction.

Phone Number Routing

Once a number is ordered and provisioned to your account, the Admin can assign the number to two separate destinations: an inbound voice route and an SMS message route. 

 

  • Create Voice Routes

    For the voice route, the number can route to any of the following: an extension, external number, queue, ring group, workflow, or conference line.

    Create Voice Routes

    1. Once logged into Console, open the Numbers drop-down menu
    2. Click Phone Numbers
      Screen Shot 2020-07-08 at 10.53.55 AM
    3. Use Search or scroll to find the number to configure
    4. Select the number
      Screen Shot 2020-07-08 at 10.57.49 AM
    5. Click Edit
    6. Connect Voice Route Type:
      1. Click Voice Route Type drop-down menu
      2. Select the desired route type
      3. Click Voice Route Data drop-down menu
      4. Select the desired route data
        Screen Shot 2020-07-08 at 10.59.31 AM
    7. Add a web hook URL (if applicable)
      1. Copy and paste in the web hook URL
      2. Create a web hook header (if applicable)
    8. Click Save
    9. Click NUMBERS to return to the number library
  • Create SMS Message Routes

    The message routing options include: a queue, workflow, web chat, or an Edify Chat channel.

    Create Message Routes

    1. Once logged into Console, click Numbers drop-down menu
    2. Click Phone Numbers
      Screen Shot 2020-07-08 at 10.40.35 AM
    3. Select the number that needs a routing modification
      Screen Shot 2020-07-08 at 10.57.49 AM
    4. Click Edit
    5. Connect the Message Route Type
      1. Click Message Route Type drop-down menu
      2. Select the desired route type
      3. Click Message Route Data drop-down menu
      4. Select the desired route data destination
        Screen Shot 2020-07-08 at 11.02.49 AM
    6. Add a web hook URL (if applicable)
      1. Copy and paste in the web hook URL
      2. Create a web hook header (if applicable)
    7. Click Save
    8. Click NUMBERS to return to the number library
  • Test a Voice Route

    For this test, use a deskphone or mobile device. When using the phone, you are the customer. To become the agent, log into the Edify App and ensure your user is assigned and logged into all the queues routed to the workflow to be able to accept the interaction.

    1. Prepare for Test - Identify Phone Number to Call
      1. Log into Console
      2. Click Phone Numbers from the Numbers drop-down menu
      3. Find and write down the phone number that you are calling as the customer to trigger your workflow
    2. Become the Agent: - Set Up Queue
      1. In Console, click Users under the Account drop-down menu
      2. Ensure your user is assigned and auto-logged into all the queues that your workflow uses to ensure you can answer interactions sent to each queue
      3. In a different web browser tab, log into App as one of your user profiles to get ready to accept an interaction from the queue
      4. In App, if you did not configure your user to auto-login, click Queues to log into all the queues that your workflow uses to ensure the system knows you are available to accept the interactions
        Screen Shot 2020-07-10 at 6.46.00 PM
    3. Return to Being the Customer - Start Interaction
      1. Use your phone to call the number that you configured in Console to trigger the workflow
      2. Wait for the call to connect
      3. Listen for your workflow to activate (i.e. if it begins with a Say Module, does Hammond verbalize the prompts?, etc.)
        TestVoice-2
    4. Return to Being the Agent - Accept Interaction
      1. Watch as the system delivers an interaction to your queue
      2. Click Accept

      3. Notice that the interaction is now live
      4. Speak a response to the customer
    5. Engage as Agent and Customer - Engage in Interaction
      1. Talk to the agent
      2. Repeat moving between the Customer and Agent until you feel everything is working appropriately
    6. Return to Being the Agent - End Interaction
      1. Click the End Interaction button to end the connection between the agent and the customer
      2. Click the Save Interaction button to end the wrap up time and to tell the system to release the interaction
      3. Notice the interaction disappears from the Queue workspace in App
  • Test an SMS Message Route

    For this test, use a mobile device. When using the mobile device, you are the customer. To become the agent, log into the Edify App and ensure your user is assigned and logged into all the queues routed to the workflow to be able to accept the interaction.

    1. Prepare for Test - Identify Phone Number to Text
      1. Log into Console
      2. Click Phone Numbers under the Numbers drop-down menu
      3. Find and write down the phone number that you are texting as the customer to trigger your workflow
    2. Become the Agent: - Set Up Queue
      1. In Console, click Users under the Account drop-down menu
      2. Ensure your user is assigned and auto-logged into all the queues that your workflow uses to ensure you can answer interactions sent to each queue
      3. In a different web browser tab, log into App as one of your user profiles to get ready to accept an interaction from the queue
      4. In App, if you did not configure your user to auto-login, click Queues to log into all the queues that your workflow uses to ensure the system knows you are available to accept the interactions
        Screen Shot 2020-07-10 at 6.46.00 PM
    3. Return to Being the Customer - Start Interaction
      1. Use your mobile device to text the number that you found in Console to trigger the workflow
      2. Wait for the text to deliver
      3. Wait for your workflow to activate (i.e. if it begins with a Say Module, does Hammond message back the prompts?, etc.)
        TestSMS-2
    4. Return to Being the Agent - Accept Interaction
      1. Watch as the system delivers an interaction to your queue
      2. Click Accept

      3. Notice that the interaction is now live
      4. Type back a response to the customer
    5. Engage as Agent and Customer - Engage in Interaction
      1. Text back a response back to the agent
      2. Repeat moving between the Customer and Agent until you feel everything is working appropriately
    6. Return to Being the Agent - End Interaction
      1. Click the End Interaction button to end the connection between the agent and the customer
      2. Click the Save Interaction button to end the wrap up time and to tell the system to release the interaction
      3. Notice the interaction disappears from the Queue workspace in App
Workflows Routing

 

Part 1: Publish the Workflow

Routes within workflows are not complete until the pathway reaches an official end point, which is done by using either an End or Transfer Module. Once all pathways are complete, Admins have access to publishing the workflow, which locks it from any future changes. However, before publishing a workflow, decide the routing options for the workflow because this impacts the publishing format, which is either Publish or Publish Make Current.

Publish: Locks the workflow from future changes and becomes the active workflow only if the route has this specific workflow version selected.

Publish Make Current: Locks the workflow from future changes and becomes the active workflow for routes that use the workflow version of “Current”.

  • Publish
    1. Open the workflow to publish
    2. Click Modify
    3. Click Publish
    4. Click Yes
    5. Notice the system now presents the Review View of the published workflow and the workflow is added to the Version Menu as “Published”

    Screen Shot 2020-09-21 at 1.18.24 PM

    Once a workflow is published, Admins can now route the published workflow to either one or many of these options: a number’s voice channel, a queue, or a web chat.

    After the workflow is routed, the workflow is officially activated for customers and agents.

  • Publish + Make Current
    1. Open the workflow to publish
    2. Click Publish Make Current
    3. Click Yes
    4. Notice the system now presents the Review View of the published workflow and the workflow is added to the Version Menu as “Published/Current”

    Screen Shot 2020-09-21 at 1.21.30 PM

    Once a workflow is published, Admins can now route the published workflow to one or more of these options: a number’s voice channel, a queue, or a web chat.

    After the workflow is routed, the workflow is officially activated for customers and agents.

Part 2: Route Published Workflow

Route your published workflows to a number’s voice channel, a web chat, or a queue. Or, since Huddle Admins can use workflows before, during, or after a queue interaction, you can also trigger your published workflow from a queue based on the queue’s status.

Lastly, notice that workflows are only available for direct routing to the voice route of a number, so the message route of a phone number must first route to a web chat that is configured to route to the published workflow. Reference Routing to Number's Message Channel for more details for these scenarios.

 

  • Routing to a Number’s Voice Channel
    1. Once logged into Console, click Numbers
    2. Click Phone Numbers
    3. Select the number that will trigger the published workflow
    4. Click Edit
    5. Route the workflow to the voice channel:
      1. Select Workflows from the Voice Route Type drop-down menu
      2. Select the workflow version from the Voice Route Data drop-down menu
        Screen Shot 2020-09-21 at 1.28.14 PM
    6. Click Save
      Screen Shot 2020-09-21 at 1.29.25 PM

     

  • Route to a Web Chat
    1. Once logged into Console, click CX
    2. Click Web Chat
    3. Select the web chat that will trigger the published workflow
    4. Click Edit
    5. Route the workflow to the web chat:
      1. Select Workflows from the Route To drop-down menu
      2. Select the workflow version from the Route Data drop-down menu
        Screen Shot 2020-09-21 at 1.31.02 PM
    6. Click Save
      Screen Shot 2020-09-21 at 1.32.25 PM

     

  • Trigger from a Queue Status
    1. Once logged into Console, click Queues
    2. Click Queues
      Screen Shot 2020-07-08 at 10.35.06 AM
    3. Select the queue that will trigger the published workflow(s)
    4. Navigate to the Workflows section
    5. Click the Edit icon
    6. Route the appropriate queue status(es) to the workflow:
      1. Navigate to the status that will trigger the workflow
      2. Select the workflow name from the Workflow drop-down menu
      3. Select the workflow version from the Version drop-down menu
      4. Repeat these steps for all statuses that trigger a workflow
    7. Click Save
  • Routing to a Number's Message Channel
    1. Once logged into Console, click Numbers
    2. Click Phone Numbers
      Screen Shot 2020-07-08 at 10.40.35 AM
    3. Select the number that will trigger the published workflow
    4. Click Edit
    5. Route the workflow to the voice channel:
      1. Select webChat from the Message Route Type drop-down menu
      2. Select the web chat that routes to the published workflow from the Message Route Data drop-down menu
    6. Click Save
Web Chat - Routing & Updating

Once a web chat is created, it is ready for testing and routing. Link a single web chat to either a specific queue or published workflow. Then, test the web chat with the Demo Chat Link that is generated once the web chat is created. Use these guides to review the steps for routing a completed web chat to either a queue or published workflow or to modify an existing web chat.

 

  • Route Web Chat to Queue
    1. Once logged into Console, open the CX drop-down menu
    2. Click Web Chat
      Screen Shot 2020-09-21 at 1.34.27 PM
    3. Select the web chat that needs a routing modification
    4. Route web chat to a queue:
      1. Select Queue from the Route To drop-down menu
      2. Select the specific queue from the Route Data drop-down menu
        Screen Shot 2020-09-21 at 1.35.55 PM
    5. Click Save
    6. Notice the web chat code snippet is now ready for copying and embedding into your webpage
    7. Click Web Chat to return to the web chats library
  • Route Web Chat to Workflow
    1. Once logged into Console, open the CX drop-down menu
    2. Click Web Chat
      Screen Shot 2020-09-21 at 1.40.48 PM
    3. Select the web chat that needs a routing modification
    4. Route web chat to a workflow:
      1. Select Workflow from the Route To drop-down menu
      2. Select the specific workflow from the Route Data drop-down menu
        Screen Shot 2020-09-21 at 1.42.08 PM
    5. Click Save
    6. Notice the web chat code snippet is now ready for copying and embedding into your webpage
    7. Click Web Chat to return to the web chats library
  • Update Current Web Chat
    1. Once logged into Console, open the CX drop-down menu
      Screen Shot 2020-09-21 at 1.34.27 PM
    2. Click Web Chat
    3. Use Search to find web chat to modify
    4. Select web chat to modify
      Screen Shot 2020-09-21 at 1.46.20 PM
    5. Click Edit
    6. Modify outdated details on form
    7. Click Save
    8. Click WEB CHAT to return to the library of current web chats
  • Test a Web Chat Route

    For this test, open the demo web chat link that your are testing. When using the demo web chat, you are the Customer. Then, become the Agent to verify that you are assigned and logged into all the queues that are included in the workflow experience.

    1. Become the Customer - Open Web Chat Portal
      1. Once logged into Console, click Web Chat under the CX drop-down menu
      2. Select the web chat to test
      3. Copy and paste the Demo Link into a Chrome Incognito window to activate the demo web chat
    2. Become the Agent: - Set Up Queue
      1. In Console, click Users under the Account drop-down menu
      2. Ensure your user is assigned and auto-logged into all the queues that your workflow uses to ensure you can answer interactions sent to each queue
      3. In a different web browser tab, log into App as one of your user profiles to get ready to accept an interaction from the queue
      4. In App, if you did not configure your user to auto-login, click Queues to open your queue menu and log into all the queues that your workflow uses to ensure the system knows you are available to accept the interaction
        Screen Shot 2020-07-10 at 6.46.00 PM
    3. Return to Being the Customer - Start Interaction
      1. Return to the demo web chat window
      2. Type into the web chat one of the questions your customer’s might ask to this web chat
      3. Wait for your workflow to activate (i.e. if it begins with a Say Module, does Hammond type back the prompts?, etc.)
        TestWebChat-2
    4. Return to Being the Agent - Accept Interaction
      1. Watch as the system delivers an interaction to your queue
      2. Click Accept

      3. Notice that the interaction is now live
      4. Type a response to your customer question
    5. Engage as Agent and Customer - Engage in Interaction
      1. Type a response back to the agent
      2. Repeat moving between the Customer and Agent until you feel everything is working appropriately
    6. Return to Being the Agent - End Interaction
      1. Click the End Interaction button to end the connection between the agent and the customer
      2. Click the Save Interaction button to end the wrap up time and to tell the system to release the interaction
      3. Notice the interaction disappears from the Queue workspace in App
Scorecard Routing

Once a scorecard is published, connect the scorecard to the appropriate queue. Use this guide to route the scorecard to the appropriate queue.

  • Connect a Scorecard to a Queue
    1. Once logged into Console, click Queues under the Q drop-down menu
      Screen Shot 2020-07-08 at 10.35.06 AM
    2. Select the queue to link to the scorecard
    3. Scroll to the scorecard section of the queue workspace
    4. Click the Edit icon
    5. Select the scorecard to connect to the queue from the Scorecard drop-down menu
    6. Select the scorecard version to link to the queue from the Version drop-down menu
      Screen Shot 2020-07-08 at 10.51.24 AM
    7. Click Save
    8. Notice the scorecard is now connected to the queue
    9. Click QUEUES to return to list view
Queue Routing

Customers connect with live agents in queues. 

To reach the queue, customers start the experience through various channels, like from a phone number, web chat, email, SMS message, or social media. Today we enhance this experience by blending humans and bots together before, during, and after an exchange by leveraging machine learning services. Therefore, once an interaction reaches a specific status like “On Hold” or “End”, the contact center could assign the queue with a workflow trigger that routes the interaction to a “On Hold” or “End” workflow, like asking if the customer desires Call Back or launching a post-call survey. 

So Huddle Admins either route objects to a Queue or trigger objects from a Queue. 

With that said, for routing objects to a queue, reference the routing guide for whichever communication channel that the customer uses to start the experience. (i.e. if the customer will call a  phone number to reach the queue, visit Phone Number Routing, etc.) And visit Workflow Routing to review the steps for triggering a workflow experience that triggers from a queue.

Ring Group Routing

Ring Groups in Console is a sub-category of Account that enables Admins to group multiple phone numbers together. When a ring group number is dialed, all the phones in that group will ring simultaneously. Ring Groups are used in the case that one user or employee is unavailable, another user is able to answer the interaction. Admins have the ability to create and modify Ring Groups to support specific needs of the company.

 

  • Create New Ring Group
    1. Once logged into Console, open the Account drop-down menu
    2. Click Ring Groups

    3. Click +New Ring Group
    4. Complete Ring Group Setup form
    5. Click Save
    6. Notice the system populates an alert and creates the ring group
    7. Add users to ring group:
      1. Use Filter Search to find user
      2. Click user’s name to add to the list
      3. Notice the user populates at the top of the user box
      4. Repeat until all users are added to the ring group
      5. Click Save

    8. Add external number(s): (if applicable)
      1. Enter a phone number under NUMBER
      2. Enter a name under NAME to create a title
      3. Click Add
      4. Repeat steps for all external numbers for the ring group
      5. Click Save

    9. Click RING GROUPS to return to current library
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