Workflow Resources and Dependencies

In LUCS, all Audio files, Text-to-Speech sentences and IM-Text sentences belong to a workflow resource. anchor

Before creating or using workflows it is recommended to upload and define global resources for your supervisors to use.

The ‘Resources’ page is accessible on Settings -> Workflow section -> Resources

Workflow Resources Page

The Workflow Resource page contains the following settings:

Control Name	Description
Name	Workflow Resource name This name will appear for selection within workflow instances so we highly recommend choosing a filename with a clear purpose and source language, such as "HolidayAnnouncement_enUS"
Organization Unit	The Organization Unit to which the workflow resource will be assigned to (visible for selection within their workflow instances).
Description	Short description about the resource. (Only for internal identification).
Type	Divides the resources types into two categories, making them available exclusively only to either of the following: InboundConversation: Resource will be used for placeholder, emergency or workflow activities creation. Also see chapters below as well as the use of → Workflow Elements. Survey: The resource will be used for creation of survey questions Also see chapter "Survey Questions" below as well as the use of surveys as part of → Workflow Elements.
*Audio File section*
Load Audio File	Browse for the file to add it to the field. Click "X" to remove the file from the field. Only the .wma audio file format is supported.
Preview ^{(only when file was loaded)}	Allows to play/pause uploaded audio file.
Text-To-Speech	Text which played during workflow resource usage. 'Microsoft Speech Platform' and the language pack need to be installed on all LUCS servers running this feature.
IM-Text	Text which will be used in IM chat during workflow resource usage.

Music on Hold Playlists

The ‘Music on Hold Playlists’ page provides the possibility to create and configure playlists. The playlists are created using audio files added previously on the ‘Resources’ page. The playlists are used by services and by ‘Play Music’ workflow activity. The customer hears the music from playlists while a call is on hold.

By adding a new list or clicking any entry in the list, you can inspect details:

Playlists Page

Music on Hold Playlist contains the following settings:

Control Name	Description
Name	Music on Hold Playlist name.
Organization Unit	Organization Unit to which the Music on Hold Playlist will be assigned to (visible for selection within their workflow instances).
Description	Short description, for internal use.
*Playlist section*
Audio Files	Un-/ Assign the workflow resource from / to the music on-hold playlist by using the arrow buttons. Rearrange the chosen workflow resources by selecting and moving them using ‘Up’ and ‘Down’ buttons. The customer will hear the workflow resources in the given order.

Placeholders

Placeholders allows you to define (and change existing) Workflow’s Element Properties without needing to edit each Workflow Instance individually. Each workflow instance using the placeholders will immediately reflect your changes on the placeholders.

Both Survey and Inbound type workflow instances make use of placeholders.

Example Placeholders in Workflows

Examples for Placeholders:

Defining an opening statements / music intro / resources for all your workflows
Default values for surveys (e.g. when no customer response takes place)
A default forwarding contact or service to handle calls with
A default timeout / duration to use for steps

On clicking a specific placeholder in the list, the user can view its details:

Placeholders Page

The 'Placeholders' page contains the following settings:

Control Name

Description

Name

Placeholder name.

Organization Unit

Select Organization Unit to which the placeholder will be assigned.

Type
(Default Value)

The following types are supported:

Workflow Resource: drop down with a list of resources. They can be added on ‘Resources’ page.
Number: Numeric field with ability to set numeric value.
Time: Time field with ability to set time value.
Contact Object: Drop down with a list of SfB services.
Free Text: Text area that allows to type any text.
Target: Text field that allows to set sip or phone number. Field is validated according to format “sip:” or “tel:”.
Playlist: Drop down with a list of Music on Hold playlists.
Boolean: Check box that allows to enable or disable option.

External Sources

The definition of external DB sources allows LUCS users to extend the existing or create new workflows with data stored elsewhere and create therefore much more powerful workflows. The ‘External Sources’ page is accessible via Settings -> Workflow section -> External Sources.

You edit a new external source by clicking '+Add' or by selecting any existing entry from the list:

External Sources Page

The 'External Source' page contains the following settings:

Control Name	Description
Name	External Source name.
Organization Unit	Organization Unit to which the external source will be assigned to (visible as source for selection within their workflow instances).
Type	Choose type of the DB Server. There are three types are available: MSSQL; MySql; Oracle.
Connection String	Specify a string that defines the information about the data source and connection data.
Test Connection	To check the DB reachability.

Survey Questions

The ‘Survey Questions’ page allows you to define default survey questions that will be used for creation of post conversation survey.

The survey item can be selected from 'Workflow Instances Survey' when an according workflow with a "Survey question" activity was added.

There are 3 types of Survey Question in the system:

Closed Question With Numeric Range;
Closed Question Yes/No;
Open Question IM.

Below is an example of a Closed Question with Range:

Survey Questions Page with Numeric Range

The Survey Question has the following settings:

Control Name	Description
Name	Unique name of survey question.
Organization Unit	Select Organization Unit to which the question element will be assigned (=selectable in Workflows)
Survey Question Type	Type of the survey question. Three types are supported now: Closed Question Yes/No : Allows customers to select answer between Yes and No. Closed Question With Range : Allows customers to rate items on a scale. Open Question IM : Allows customers to respond in detail by chat.
Description	Add short information about the survey question (for internal use).
Range	Range FROM/TO. Value TO must be higher or equal then FROM. Appears for survey questions with ‘Closed Question With Range’ type.
Test Size	Appears for survey questions with ‘Open Question IM’ type. Allows configuring length of a customer’s answer.
Expected Answers Yes/No	Appears for survey questions with ‘Closed Question Yes/No’ type. DTMF: Define the list of digits, which the customer has to enter during audio call. According to the the pressed digit, Yes or No answers will be saved. Numbers from 0 to 9 are allowed. IM Input: Define text, which the customer has to enter during IM call to answer Yes or No. The IM inputs are culture dependent entities.
Resources	The resources files are played for the customer during the post call survey activation. The ‘Resources’ field shows the resources chosen for this survey question. Resources are culture dependent entities.
Add Resource	You can add resources for the survey question using the ‘Add Resource’ field by selecting the ‘Language’ and ‘Resource’ . Preconditions: To be available in the dropdown, the workflow resources should be added to the system in Web-Configurator -> Settings -> Workflow section -> Resources page. Resource access is Restricted by resources available to your Organization Unit and according permissions in Role Based Access - RBAC