Overview: Status/Action Workflows container in Queues (Console)

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

In this article

Overview

In Console, navigate to Queues > [Queue] > Status/Action Workflows container.

The Status/Actions Workflows container within the Queues workspace of Console is where you configure workflows to run when an interaction reaches a specific status or when a specific action is taken.

Here’s a use case. If you want customers that are blind transferred to another queue to have higher priority than other interactions in that queue, then you could build and publish an action workflow that adds points to interactions once the action of ‘Blind transfer’ happens.

  Note: You can only add one workflow for a specific Status or Action.

In Edify Console, navigate to Queues > [Queue] > Status/Action Workflows container.

Status workflows

An interaction can take on several different statues during its life cycle. You can configure a workflow to run when an interaction reaches any of these statuses. So, a status workflow is a workflow that runs when a specific status is reached. 

These are the statuses available for routing status workflows:

• Open

• Hold

• Pending

• Connected

• Wrap Up

• Completed

• Bot

• Blind Transfer

• Attended Transfer

• Creating

Action workflows

There are many actions that happen during a connected interaction, like the interaction getting transferred or closed. You can configure a workflow to run during an interaction action. So, an action workflow is a workflow that’s triggered to run when an action is taken.

These are the interaction actions that are available for routing action workflows:

Container 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 that runs when the particular action or status change occurs.

Version

The Version column is where you select the version of the workflow that runs when the particular action or status change occurs.

Use case

Suppose you send customers satisfaction surveys after every interaction with your Support team queue. You’ve already created a workflow that sends an SMS message to the customer with the link to the survey. Now all you have to do is connect the workflow to the queue. You could set it up like the screenshot below:

• Type - Status

  • • Select Status to prompt the workflow when the status of the interaction changes.

• Type Data - Wrap Up

  • • Select which status change will prompt the workflow to run in the Type Data field. Since you want to send the survey to customers right after the phone call ends, select Wrap Up. This means that the workflow will run and send the survey as soon as the interaction reaches Wrap Up status.

• Workflow - Status Workflow - Doc 2 survey

  • • Select the workflow you created to send the SMS message.

• Version - Current

  • • Select Current so the most up-to-date version of the workflow is used.

Other use cases

Status

• Notify Manager (Bot Status) - Notify the queue manager when an interaction changes to Bot status because there isn’t an agent logged into the queue to answer it.

• 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.

Action

• Add points to an interaction (Blind Transfer Complete) - Add points to an interaction that is blind transferred to another queue. This gives interaction priority over interactions with less points in the queue the interaction is being transferred to.

Read more

• Overview: Home list status column in Queue (App)

• Overview: Send SMS workflow module (Console)