Overview

To create a new workflow use the following procedure.

Configuration

To create a new Workflow:

1. Access the Features -> Workflow configuration section.
2. Click New underneath the list of Workflows.Enter the new Workflow details in the dialog.
3. Enter the details on the Task Details tab.
   • Description: This is used to uniquely reference the workflow.
   • Enabled: This sets if the workflow will run at the scheduled time.
   • Task type: This sets the type of workflow Task to create, either Call Review or Scoring.
   • Due date: The date set against the Task for when it should be completed by.
4. Enter the details on the Recordings tab.
   • Date range: The sets the date period used to include calls and can be a fixed range or dynamic range. This is in addition to any other filter. This can be used to update workflows in semi real-time, for example updating every 10 minutes for the last 10 minutes of calls.
   • Filter: The filter sets the criteria for the recordings to search for and allocate to the workflow.
   • Behavior: Workflows can be configured to behave in two different ways when populating with items.
     • Selecting the Add behavior will add recordings in a fixed amount or a percentage, for example add 20 records or 5 per cent of matching recordings. This keeps adding new recordings in addition to any that are there already, up to the maximum of 500.
     • Selecting the Fill behavior option will clear the existing workflow and repopulate it with the number of matching recordings set in the Items option.
   • Items to add: This sets the number of new Tasks to add to this workflow.
5. Enter the details on the Schedule tab.
   • Schedule: This turns on the schedule for this workflow.
   • Schedule frequency: This sets how often the workflow runs. This can be in multiples of hours, days, weeks or months.
   • Next run time: This is the date and time when the workflow will next run.
6. Enter the users to assign to this workflow on the Assigned Users tab. Multiple users can be selected by holding using the Ctrl and Shift key in combination with a mouse click. Tasks will then be created for each of the users selected.
7. Press Save.