Service Workflow Configuration

Workflow instances are based on workflow structures which are defined by Luware according to your needs. Get in contact with your Luware sales / technical representative to define the necessary structures first before configuring the workflow in further detail below.

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. 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.
Survey workflow Instance	The workflow instance of survey type, which the service will use. 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.
Music on Hold Playlist	Defines the music a customer hears when agent puts his call on hold. 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	Mail Services and Call recording are a LUCS feature. Get in contact with us to discuss available solutions for service call recording and / or mail services.
Conversation Mail To
Emergency
Emergency Case	Select Emergency Case that will be used for the Workflows with 'Emergency' Worklow Elements (called Activity) 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	Enabled only when Emergency Case field is selected. Defines the time\date until that emergency case will be used for the service.

External Application

This section allows to assign external system configurations to your services. As of Stratus Agent 3.4 Zendesk and Service Now have been removed as fixed configuration in favor of individually manageable entries. Related workflow steps / activities only select the configuration entries.

This feature and related settings should only be changed together with Luware support or trained representatives as it can have major impact on your Services and Workflows - involving potential loss of data.

Precondition: To get External Applaction Entries to show up for assignment, you need to to define and assign multiple external system configurations to your services. Perform the following steps:

Access the new Configurations via WebConfigurator > Topology > "Zendesk" or "Service Now"
Define the Configuration to these CRM / Ticket systems as needed
Set the configuration within the .Service Workflow Configuration vCurrent under "External Applications"
Add either "Create CRM Ticket" (Zendesk) or "Get Caller Information" (Service Now) to your Workflow Structures
Apply the Workflow to your Service

Steps to add the External Application entries

Trigger - External Web Request Trigger Sets

Precondition: In order to see any trigger sets you need to define External Web Requests entries. These entries need to be included in External Web Request Trigger Sets and made available when under the same Organization Units - same as your currently configured service. Each web request specifies credentials used to connect to external systems as well as the data exchange and Service Parameters (variables) used to store information.

Trigger events are standardized and explained on the External Web Request Trigger Sets page.

The advantages of using trigger sets are as follows:

Trigger sets help standardize connection events to external services by automatically "triggering" External Web Requests during a call event - in the exact order as specified in the trigger set.
You don't need to adapt your workflow instances and steps all individually in case a web request changes.
You can set requests to trigger synchronously without having to manage each step separately in a workflow.

Tip: Trigger sets are optional but can help replace, standardize and manage "External Web Request" Steps in your Workflow Instances. Of course you can still stick to the classic method of manually defining "External Web Requests" in your workflows and handle all data updates manually.

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.

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.

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.

Placeholder section

On Placeholders in Workflows / Activities

Placeholders may be used in Workflow Elements (Activities) or be part of External Web Requests. Refer to the "Used in Activity" indication to not accidentally delete or change those placeholders accidentally while being part of an productive workflow.

To avoid accidental deletion of placeholders (e.g. if assigned to External Web Requests) all placeholder entries are listed to all users, even if their Organization Units visibility would otherwise be limited by Role Based Access.