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, SMS, Webchat, Instant Messaging, and Tickets). 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.