WorkFlow Basics

After a script is built, it must be added to a WorkFlow.  They control the routing of tasks and data through the Workflow module.

This article is the first in a series that will take you step by step through the WorkFlow creation process, detailing the many options that are available.
The most basic type of WorkFlow connects an embed to a script for the purpose of "popping" the script externally to a browser so that data can be collected.

WorkFlow Creation: Step-by-Step

1. Getting Started
2. Adding the embed
3. Adding the Script
4. Running the Script in a Browser

1. Getting Started

You will need:

• Any completed script, basic or advanced
  See the Scripts section for more information. The script must have at least one disposition assigned to it, and (if applicable) should have FAQs already attached.
• A configured Partner

• Click WorkFlows in the left-hand navigation bar

The WorkFlows page is set up with the same options and navigated in the same way as the Scripts page.

• Click the New WorkFlow button
  
• WorkFlow page opens to the General tab
  
• General tab:
  • Label: the name of the WorkFlow (this label appears at the top of the WorkFlow on the agent's screen)
  • Description: a set of keywords that can be used for easier identification in a search
  • Active Yes\No: [defaults to Yes] A WorkFlow marked as Active will display a checkmark in the Active column on the main page Home>> WorkFlow
  • Active From: [defaults to OFF]*
  • Active Through: [defaults to OFF]*
    *The Active From/Through date feature is not yet implemented as of this writing. Assigning dates in these fields will not have an impact on the function of the Active button above it.
  • Dynamic date holiday scheduling: To assign a schedule, click in the text box and a dropdown list of available schedules will appear
    
    For more information about scheduling, and how to create a holiday schedule, click here.
• Session fields tab:
  
  The Session fields tab will appear blank until a script is added and fields are mapped*
   This will be done in a later step.

*If Standard Fields are being used in your script, they will populate on this tab once the script node is added. They will be noted as such:

• Once you have assigned a label and description (optional) to the WorkFlow , click Update to save

2. Adding the Embed

• Click the Graph button in the top right
  
  By default, the WorkFlow Graph is blank:
  
  
  • On this graph you can:
    
    • Click to Save/ click to Close (if changes have been made, you will be prompted)
      
      
      
    • Move around by clicking and dragging the mouse on the graph
    • Move around by using the navigation buttons in the bottom right
      
      
      
  • From the left-hand navigation bar, you can add the following to your WorkFlow:
    • Embed (required)
    • Schedule
    • Guided Interaction (required)
    • Split Test
    • Integration
      
      
• Click and drag Embed from the navigation bar and place anywhere on the graph
  
• Click the wrench icon to open the settings
  
  The embed settings pop-up defaults to the Deployments tab
  
  
  • Click the Partner dropdown list and select the desired partner
    For more information and a step-by-step on how to create partners, click here.
    
    Once a partner is selected, a second partner dropdown will automatically appear. Because this example only uses one partner, the second entry can be left blank.
    
    
• The Parameters tab (not used in this example) can also be left as-is
  
  Standard Fields, if being used, will all be listed here as available parameters. For more information on adding parameters to your WorkFlow, click here.
• Click Update to save and close the pop-up

3. Adding the Guided Interaction

Once the partner is in place, the WorkFlow needs a Guided Interaction assigned to it.

• Click and drag Guided Interaction from the navigation bar and place anywhere on the graph
  
  You will be prompted with a dialog box from which you can select a script.
• Click the dropdown to select the desired script
  
  Can't find your script? Don't want to page through thousands of results, ten scripts at a time? Start typing the name of your guided interaction in the text box and SC Workflow will narrow the results for you.
  
  
  
• The script will be added to the WorkFlow Graph:
  
• Attach the partner embed to the script by clicking Create and dragging to the left side of the script tile to create a connector:
  
• Click Save and then Close on the Script Graph
  
  
  Once the embed has been connected to the script, you will be returned to the Config tab

4. Running the Guided Interaction in a Browser

Now that the script is part of a WorkFlow, it can be "popped" from the Config tab:

• Click the info button  to open the deployment modal
  
• From the deployment modal you can:
  • Click the URL to pop the script into a separate browser tab
  • Copy URL to Clipboard
  • Save any parameter* changes
    *No parameters have been added to this WorkFlow. For more information and a step-by-step on creating parameters, click here.
  • Close the modal
• Once the URL is clicked or copied to the clipboard and pasted into a browser, you can interact with the script as an Agent.
  
  This WorkFlow has not been mapped! Any data collected or reported will not be saved or stored on the Session tab. Click here to be taken to the next article in this series for more details and step-by-step instructions on mapping the WorkFlow.
  
  

Complete list of articles referenced:

• Dispositions
• FAQs
• Partners
• Parameters
  
• Schedules
• Split Nodes
• Integrations
• Mapping the WorkFlow for Reporting