Viewing Work Flows

Workflows are the glue that ties together the agent groups and queues. The workflow settings determine how a caller reaches a specific queue depending on question responses, time of day, or holidays. To view work flows navigate to the following path:

Click on Service Management link. Under Response Group tab, click on Workflows tab you will see the following:

To add a new workflow click on Add New Workflow button.

If you want to manage a holiday set for the workflow click on the Manage Holiday Sets button.

• Workflow Name: It displays the name of the workflow.

• Active: It shows that the work flow is active or not.

• Template: It shows the name of the response group template.

• Address: It displays the address of the workflow.

• Language: It displays the language of the workflow.

• Managed: It displays that it is managed workflow or not.

• Options: You can Edit or Delete the workflow form the listing by clicking on the respective link.

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