Overview: Status action workflows for queues (Edify Console)

This article describes the status action workflow functionality for queues in Edify Console.

In this article

Overview

The Workflows container within the Queue workspace of Console is where you configure which workflows run when an interaction is in a specific status. This means that when you add a workflow to this container, the workflow is initiated once the interaction changes to a specific status, like when an interaction changes from Connected status to Wrap Up status.

Let’s look at this in an example. Imagine that you send customers satisfaction surveys after every interaction with your Support team. You can do this in Edify by running a status workflow that runs on Wrap Up status. Once the workflow is configured to Wrap Up status of the Support queue, the workflow will automatically run once the interaction changes to Wrap Up status.

These are all the statuses of an interaction, and these are all available for running status workflows: Pending, Created, Connected, Hold, Wrap Up, Completed, Blind Transfer, Attended Transfer, Open, Automation, and Bot.

The purpose of these workflows vary based on the needs of your business. However, here are some common use cases for some of these interaction statuses:

• Notify Manager (Bot Status): When an interaction changes to Bot status because there isn’t an agent logged into the queue to answer it, connect a status workflow to Bot status that notifies the manager overseeing that queue that there’s an interaction waiting and it needs agent attention.

• Send Follow Up Email (Wrap Up Status): When an interaction changes to Wrap Up status, initiate a status workflow that sends the customer a follow-up email with a link to a satisfaction survey.

• Update CRM Data (Completed Status): Once an interaction has been completed by an agent, initiate a status workflow that updates your CRM (Salesforce, Zendesk, etc.) with the recent interaction data like updating case details, change in customer contact information, etc.

In short, there are many different types of status workflows that you can configure to this container. Note that each status can have only one workflow connected to it.

Also, this container differs from the Embedded Workflows container, Timed Workflows container, and Dynamic Scripting Workflows container because there isn’t necessarily a visual cue for the agent that indicates that a workflow has run, is running, or is going to run based on the interaction’s status.

Visual breakdown

• Type: The Type column contains a dropdown to run workflows on an action or on a status.

• Type Data: The Type Data column contains a dropdown of the specific status or action to run the workflow on.

• Workflow: The Workflow column is where you select the workflow you want to run on the particular action or status.

• Version: The Version column is where you select the version of the workflow you want to run on the particular action or status.