The 'Workflow Tab' within Services provides a preview of the workflow instance assigned to that service. 

To access the tab, click on Services → Any existing Service Entry → Workflow Tab

WebConfigurator - Service Workflow Tab


The 'Workflow' tab contains the following settings:

Control Name section

Description

Full screen mode

 The Full screen mode icon allows to expand details page on the whole screen. The side menu and entry list will be hidden in this case.

Workflow Instance

The workflow instance, which the service will use.

(tick) Preconditions:

  • to be available in the dropdown, you need to configure the workflow instance under Settings -> Workflow -> Workflow Instances Inbound, making sure that it's assigned to the Organization Unit which on your service is under.
  • the workflow structure for the instance is defined within on Settings  -> Workflow -> Workflow Structures tab. 
    (info) WebConfigurator currently only allows to edit step properties of Workflows. The structure editing must be done within LUCS Configurator.

Survey workflow Instance

The workflow instance of survey type, which the service will use.

(tick) Preconditions:

  • to be available in the dropdown, the workflow instance should be configured earlier on Settings  -> Workflow -> Workflow Instances Inbound, making sure that it's assigned to the Organization Unit which on your service is under.
  • workflow structure with a "survey" type for the instance should be configured earlier on LUCS Configurator -> Workflow -> Workflow Structures tab.
    (info) WebConfigurator currently only allows to edit step properties of Workflows. The structure editing must be done within LUCS Configurator.

Music on Hold Playlist

Defines the music a customer hears when agent puts his call on hold. 
(tick) Precondition: You need to define a 'Music on Hold Playlist' Settings -> Workflows -> Music on Hold Playlist tab (after defining some Workflow Resources for your Playlist)

Conversation Mail


Answering Machine

The preconfigured recording definition and mailbox to which the recorded messages will be sent to.

Necessary configuration

To use this feature, you need to set up the following:

  • Recording Definitions and Mail Templates: Webconfigurator > Services -> Recording Definitions 
  • Credentials (for Mailbox authentication: Webconfigurator > Services -> Topology -> Credentials
  • Mailbox Configuration:  Webconfigurator > Services -> Topology -> Mailboxes

Conversation Mail To

Specify the 'To' address for voicemail. The recorded data will be sent to this email account.

(info) Notes: 

  • The field is enabled only if an 'Answering Machine' is assigned to the service.
  • If 'CC' Recipients are not defined although there is a Recording Definition assigned (Set/Remove ServiceVoicemail), the mail is not sent, an error is logged if it happens.
  • If 'CC' Recipients are defined, but there is no Recording Definition assigned (Set/Remove ServiceVoicemail), Emails are not sent.

Specify the 'Cc' address for voicemail. The recorded data will be sent as carbon copy to this email account.

(info) Notes:

  • The field is enabled only if an 'Answering Machine' is assigned to the service.
  • If 'CC' Recipients are not defined although there is a Recording Definition assigned (Set/Remove ServiceVoicemail), the mail is not sent, an error is logged if it happens.
  • If 'CC' Recipients are defined, but there is no Recording Definition assigned (Set/Remove ServiceVoicemail), Emails are not sent.

Emergency


Emergency Case

Select Emergency Case that will be used for the Workflows with 'Emergency' Workflow Elements.

(tick) Preconditions: 

  • An 'Emergency Case' must be configured via Settings -> Services -> Emergency Cases tab.
  • For the feature to work a workflow with 'Emergency Case' workflow activity must be part of the workflow structure and configured in the instance.

Emergency Case Valid Until

(info) Enabled only when Emergency Case field is selected.

Defines the time\date until that emergency case will be used for the service.

Workflow Viewer

With the according permissions (usually as "System Administrator" → see Role Based Access - RBAC) you are able to view the Workflow Instance assigned to a Service, as well as check the configurations, attributes and values.

(info) You may only inspect workflows in this view. The instance itself is configured via Settings -> Workflow -> Workflow Instances Inbound

The 'Workflow Viewer' contains the following controls:

  • 'Menu' button. Allows switching between the view modes of the Workflow Instance: Vertical or Horizontal, and reset the changes back.
  • 'Full View' button. Makes the size of the Workflow Instance structure full
  • Size slider. Moving sliders, user is able to set specific view size of the Workflow Instance structure 
  • 'Placeholder' indicator . The activities assigned by placeholders are marked with the indicator.


WebConfigurator - Service Workflow Preview

Attributes pop-up

Clicking any activity will open a pop-up with details. Attributes are displayed in read-only mode.

Service Workflow Attribute Popup

Placeholders

As System Administrator you can set actual values for the placeholders assigned on a Workflow Instances.

(lightbulb) Placeholders are only shown when part of this workflow. The type of controls shown vary by the type of placeholder.

(info) If no value is entered, the default value specified in the original source placeholder item will apply. 

Placeholder section