Here we will discuss how to create a workflow in relation to Queues.
Once a call goes in to a queue, we can set the system to execute actions if the conditions that we set are met.
You may also want to check this link to How to Add Adaptors
Within your Adaptor, make sure Queue ID and Queue Name are matched on their correct fields
From the Dashboard, click on CRM and select Workflow Automation from the drop down.
In Show Workflow Automation Section, click the Add New Workflow
- Type the name of the Workflow in Name field,
- Type the description of the workflow in Description field
- Select Yes in the drop down of Active
- Relation - select Queue
- Hunt Stop
- Select the Queue you want to trigger this workflow.
Click on Apply Changes
Scroll down to Trigger Events and click on Add Event button.
Add Event Window will appear, you need to click on Event Type Drop down and select the Event Type you need to add.
Here are the Event types you can add; (All events need to be matched in order for the trigger to be activated)
- Term Reason
- Call Type
- Lead Action
- Call Count
Configuration for Disposition or Redisposition
Configuration for Term Reason
Configuration for Call Type
Configuration for Lead Action
Configuration for Call Count
Configuration for Field
Click on Save to Apply Changes in Events Settings.
Scroll down to Trigger Actions and click on Add Action button
Add Action Window will appear.
Here are the Actions system can execute once conditions are set
- Status Change
- Voice Broadcast
- Insert into Hopper
Settings for Email Action
Settings for Integration Action
Settings for Move Action
Settings for Status Change Action
Settings for SMS Action
Settings for Voice Broadcast Action
Settings for Field Action
Settings for Callback Action
Settings for Insert to Hopper Action
Click on Save to Apply Changes in Action Settings.
Click on Apply Change to save the settings for this Workflow Automation.