ワークフローエントリー
全ての対話が終了した後、対話結果設定などのアクションは、次のステップが自動的に決められるシナリオを開始することができます。例えば、対話の結果を設定することは、以下の一連のイベントを引き起こします。
- お客様へアンケートを送信する
- 指定された時間（例えば、30分、1日、1週間など）待つ
- お客様にフォローアップメールを送信する。
上記のようなイベントは、ワークフローと呼ばれます。ワークフローは、当該の対話結果に基いて自動開始されます。
Workflows are created in the Contact Center Administrator application and are edited in the Scenario Builder application. Workflow scenarios will handle any necessary follow-ups, depending on the interaction’s disposition type. Such follow-up actions include setting context variables, sending an email, sending a text message, scheduling an event, clearing a scheduled event, and making an external request (or internal API call). Workflows reduce the workload of agents while following up with customers and gathering data in a consistent way.
Workflow Entries Screen Properties
Workflows are added to services as workflow entries. To add a workflow, navigate to Configuration > Workflows and select the + button. A new scenario will open in the Scenario Builder application, where you customize the workflow scenario by dragging and dropping blocks onto your scenario. For more information, see the Scenario Builder Reference Guide, section Scenario Builder Overview.
Name
Every workflow entry needs a name. This field is mandatory.
Service
Service is the name of the service with which the workflow entry should be associated.
Triggers
Triggers are the events that cause a configured workflow to be launched. To add triggers, click add, select the available triggers and their properties, and select the green check mark to apply your changes.
Trigger types include the following:
- Interaction ends with disposition
- Non-final case disposition
- Average sentiment
Interaction ends with disposition
If this trigger is selected, you must select a specific disposition from the drop-down list. Dispositions include the following:
- Problem solved
- Answer provided
- Spam
- Need more information
- Needs approval
- Approved
- Handled by other action
Non-final case disposition
If this trigger is selected, you must select a specific non-final case disposition from the drop-down list:
- Need more information
- Needs approval
- Approved
Average sentiment
If this trigger is selected, you must show the percentage of the average sentiment. This is done by selecting < or > and moving the percentage slider to the complete the following type of example statement: A workflow is triggered if the average sentiment is greater than 0.51.
