Work flows are among the most important aspects of the contact center setup. Work flows define the paths your customers will follow through your system.
- Inbound interactions enter the flow, and the flow determines what route the interactions must follow to get to the agent who must handle the work.
- Setting up office hours, IVR, call recording, and voicemail – among others – is done here.
- Outbound interactions are created and placed into the waiting room once prospects have been uploaded to a campaign. The interaction is served to an agent and the flow that is associated with the interaction will determine what must happen on call (e.g. recording) and post-call (e.g. offer survey).
Please note: There are different flow options for each channel type (i.e. outbound call, inbound call, email, and SMS). Each channel's flow will have different capabilities. For example, you can play a call a message while on a call but you cannot do the same with an email.