Service Workflow Configuration
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
The 'Workflow' tab contains the following settings:
Control Name section
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.
The workflow instance, which the service will use.
Survey workflow Instance
The workflow instance of survey type, which the service will use.
Music on Hold Playlist
Defines the music a customer hears when agent puts his call on hold.
The preconfigured recording definition and mailbox to which the recorded messages will be sent to.
To use this feature, you need to set up the following:
Conversation Mail To
Specify the 'To' address for voicemail. The recorded data will be sent to this email account.
Specify the 'Cc' address for voicemail. The recorded data will be sent as carbon copy to this email account.
Select Emergency Case that will be used for the Workflows with 'Emergency' Workflow Elements.
Emergency Case Valid Until
Enabled only when Emergency Case field is selected.
Defines the time\date until that emergency case will be used for the service.
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.
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.
Clicking any activity will open a pop-up with details. Attributes are displayed in read-only mode.
As System Administrator you can set actual values for the placeholders assigned on a Workflow Instances.
Placeholders are only shown when part of this workflow. The type of controls shown vary by the type of placeholder.
If no value is entered, the default value specified in the original source placeholder item will apply.