EDIFY CONSOLE, WORKFLOWS
Screen Shot 2020-07-13 at 5.16.09 PM
  1. SEARCH: - Quick access bar for finding specific modules from the Modules List.

  2. MODULE LIST: List of available modules for building pathways. Click and drag a module from the list onto the workspace to start building a workflow. Learn about each module in our Module Library.

  3. START: All workflows begin with the Start module, which automatically populates on the workspace when a new workflow is created.

  4. ACTIVE MODULE: Once a module is added to the workspace, it’s ready to be configured. Each module has different settings, so double click on the object to open and edit it. There is no limit to the number of modules you can add to the workspace.

  5. MODULE LINK: Connecting line between active modules that builds pathways within the workflow. There is no limit to the number of links into a workflow, but there can only be one link per exit port.

  6. PUBLISH: Publishing locks the workflow from Admins making any future changes and it creates an active workflow in the Version Menu, which allows admins to view all active versions of the workflow.

  7. CLOSE: Use this button to exit a workflow version without publishing it. This unpublished workflow is available for future edits. Also, once a workflow is created, the system automatically saves it so manually saving is not necessary.

  8. ENTRY PORT: The entrance into an active module. There is no limit to the number of links into a module through the Entry Port.

  9. EXIT PORT: The exit point from an active module. Each module has different configurations, so the number of Exit Ports per module varies. For linking together modules, there can only be one link per Exit Port.

NOTE: Once a workflow is created, the system automatically saves the workflow meaning that Admins do not need to manually save the workflow to preserve the work.

 

  • Viewing Interface

    Here are the main areas of the Viewing Interface of Workflows to better familiarize yourself with this environment.

    Screen Shot 2020-07-13 at 5.01.40 PM

    1. WORKFLOWS WORKSPACE: The area where workflows are built and modified. Hover and scroll in all directions to move this workspace around. This feature is helpful for workflows that expand outside of the initial viewing area of this workspace.

    2. VIEWING TOOLS: Navigation tools for viewing both the macro and micro view of the workflow.
      1. -: Zooms out to create a larger view of the workflow
      2. +: Zooms into specific sections of the workflow
      3. <: Opens a pop-out window of the workflow to easily see the entire workflow. This button also opens the X and Search + Magnifying Glass icon to enable the Admin to find a specific module.
      4. X: Closes the pop-out window of the workflows to return to the main workflow workspace.

        Note: SEARCH + Click Magnifying Glass icon: Quick access process for finding a specific module(s). Once the module is searched, the pop-up window will highlight the module and the module’s section in the pop-out window and on the workflow workspace.

    3. VERSIONING MENU: List of published and not published versions for this specific workflow.

    4. COPY: Creates a new version of the workflow that is selected in the Versioning Menu. Once Copy is clicked, the Admin must 1. Create a New Version Name, and then 2. Click Create; this opens the new workspace for the new version. The admin can now modify the new workflow.

    5. PUBLISH: This button publishes the workflow so that it can be utilized when routing customer data but it does not make the workflow live in any existing routes. When a workflow is published, it is no longer able to be modified.
    6. PUBLISH + MAKE CURRENT: This button completes three tasks: 1. Adds this workflow version to the Versioning Menu drop-down list, 2. Publishes Workflow, locks it from any future changes, and 3. Activates Version, replaces workflow set to “Current Version” to this new version, so interactions now route through this new workflow version.

    7. MODIFY: Opens the Modify Workflow Interface to allow the Admin to make an update to a workflow.
Workflow Guides

 

  • Create New Workflow

    Once a workflow is built and the pathways reach an appropriate end point, the workflow is ready for publishing. 

    Create New Workflow
    1. Once logged into Console, click Workflows icon
      Screen Shot 2020-07-13 at 5.22.41 PM
    2. Click on + New Workflow
    3. Type out a name for the workflow
    4. Click Save
      Screen Shot 2020-07-13 at 5.25.58 PM
    5. Click Modify
    6. Build the workflow by dragging and dropping modules to the workspace and linking modules together
      CreateWorkflow-3
    7. Confirm that all pathways in the workflow reach an official ending point, which includes using either an End or Transfer module
    8. Publish the workflow
  • Update Workflow

    Update Unpublished Workflow 

    All unpublished workflows are available for modification. A workflow is locked from any future changes only after it is published.

    1. Select unpublished version of workflow to modify from Versioning Menu
      Screen Shot 2020-07-13 at 5.29.16 PM
    2. Click Modify
      Screen Shot 2020-07-13 at 5.31.31 PM
    3. Notice the system presents the Edit Interface of the workflow
    4. Make updates as needed

    -----------------------

    Update Published Workflow 

    All unpublished workflows are available for continuous updating and editing. However, once a workflow is published, it is locked from any future changes, so Admins need to create a new version of the workflow by either copying an existing version or creating a new blank version. Then, the new workflow is ready for modification. 

    Copy Existing Version

    Copying an existing workflow version is helpful for rapidly building a new workflow instead of starting the building process from a blank workspace. 

    1. Select the workflow to copy
    2. Notice the system presents the Review View interface of the workflow
    3. Select the workflow version from the Versioning drop-down menu (if applicable)
    4. Click Copy
      Screen Shot 2020-07-13 at 5.33.57 PM
    5. Create a new name for the workflow
    6. Click Create
    7. Notice the system presents the Review Workflow view
    8. Click Modify


    Create a New Version - Blank

    Update a workflow by creating a new blank

    1. Select workflow to modify
    2. Notice the system presents the Review View of the workflow
    3. Select New Version (Blank) from Versioning drop-down menu
      Screen Shot 2020-07-13 at 5.36.30 PM
    4. Type a name for the new version of this workflow
      Screen Shot 2020-07-13 at 5.38.37 PM
    5. Click Create
    6. Click Modify
      Screen Shot 2020-07-13 at 5.40.36 PM

     

  • Publish Workflow

    Routes in 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”. 

    Once a workflow is published, Admins can now route the published workflow to either 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.

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    Publish Workflow
    1. Open the workflow to publish
    2. Click Publish
    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”
      Screen Shot 2020-07-13 at 5.54.49 PM
    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 2020-07-13 at 5.56.47 PM

     

  • Route Workflow

    Route your published workflows to a Number’s voice channel, a Web Chat, or a Queue. When routing to a Queue, notice that workflows can trigger based on different statuses of an interaction. Also, notice that workflows are only available for the voice route of a number; so message routes of a number must use a different route type, like a queue, ring group, or extension. Lastly, notice that workflows are available for routing before, during, or after an interaction is delivered to a queue.

    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 2020-07-13 at 6.14.09 PM
    6. Click Save
      Screen Shot 2020-07-13 at 6.22.14 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 2020-07-13 at 6.26.24 PM
    6. Click Save
      Screen Shot 2020-07-13 at 6.28.01 PM
    Trigger from a Queue Status
    1. Once logged into Console, click Queues
    2. Click Queues
    3. Select the queue that will trigger the published workflow
    4. Navigate to the WORKFLOW 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 status that trigger a workflow
    7. Click Save

     

Workflow Objects: Modules & Links

 

  • Add Modules to Workspace

    After a workspace is created, Admins are now ready to build the workflow by adding each module to the workflow workspace. However, if the workflow is published, the Admin will need to first create a new version of the workflow.

    Once a module is added to the workspace, it’s ready for configuring and linking to other modules to create connection points. Lastly, as additional modules are added to the workspace, click-and-drag the module to any area of the workspace to accommodate the growing workflow.

    Add Modules to Workspace
    1. Select workflow from List View
    2. Select the workflow version from the version drop-down menu (if applicable)
    3. Click Modify
    4. Navigate to the Module List
      Modules-1
    5. Hover over module to add to the workspace
    6. Click, hold, and drag the module onto the workspace
  • Configure Modules

    Access the Module Library to take a deeper dive into the mechanics and configurations of each module.

  • Duplicate Objects on Workspace

    If there are objects that share similar configurations, Admins have the ability to duplicate these objects once they are added to the workspace to expedite the building process. Use this guide to copy an object on the workspace.

    Duplicate Objects on Workspace
    1. Select the object to duplicate on the workspace
    2. Press Command + C on your keyboard
    3. Click the workspace to unselect the object
    4. Press Command + V on your keyboard
    5. Notice the object duplicates itself on top of the object
    6. Click and drag the duplicated object to its new destination on the workspace

     

  • Move Objects around Workspace

    Once objects are added to the workspace, rearranging and moving modules around is easy. Use this guide to move an object around the workspace.

    Move Objects around Workspace
    1. Select the object to move on the workspace
    2. Click and and drag the selected object to its new destination on the workspace
    3. Release the click once the object is placed in its final location on the workspace
  • Link Modules Together on the Workspace

    After a module is added to the workspace, configured, and saved, the module is now ready for routing. Admins create routes between modules by connecting them with links. 

    For some modules, there is only one exit port, so the Admin only creates one route through the module (i.e. Say or Transfer). However, it is also important to note that some modules have multiple exit ports because the module creates a decision point in the workflow (i.e. Time Control or Lookup). With modules that have multiple exit ports, make sure you link all exit ports to ensure the workflow runs each route through the module successfully.

    Link Modules 
    1. Navigate to unlinked module
      LinkModule-1
    2. Hover your cursor above the module’s title, which will activate a pink banner
      LinkModule-2
    3. Click the Entry Port banner and drag a line from the unlinked module to the Exit Port of the connecting module, which will activate a pink banner on the connecting module
    4. Release the click once the line is complete between the two modules
    5. Notice the module link connects modules together
      LinkModule-3

     

  • Delete Objects from Workspace
    1. Navigate to the object to remove from the Workflows workspace
    2. Select the object (i.e. link or module)
    3. Press Delete on your keyboard
    4. Notice the object disappears from the workspace

 

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