You can use
workflows to automate common repetitive agent tasks. A workflow has a unique
name and a helpful description. Use the Manage Workflows and Manage Workflow
Actions gadgets to view, add, edit, or delete workflows and workflow actions.
All workflows are
team-level workflows. You cannot create a global workflow. If you need a global
workflow, create a team workflow and assign it to all teams.
the following number of workflows and workflow actions:
per Finesse system
per Finesse system
5 actions per
Click the column
headers to sort workflows and workflow actions in ascending or descending
table describes the fields on the Manage Workflows gadget.
of the workflow. The name must be unique and can be a maximum length of 40
description of the workflow. The description can be a maximum length of 128
table describes the fields on the Manage Workflow Actions gadget.
of the workflow action. The name must be unique and can be a maximum length of
of workflow. Possible values are Browser Pop, HTTP Request.
Actions on the Manage
Workflows and Manage Workflow Actions gadgets:
New: Add a new workflow
or workflow action
Edit: Edit an workflow
or workflow action
Delete: Delete a
workflow or workflow action
Refresh: Reload the
list of workflows or workflow actions from the server
You can configure
workflow actions to be handled by the Finesse desktop or in a third-party
gadget. A third-party gadget can be designed to handle the action differently
than Finesse does.
must contain only one trigger. Triggers are based on Finesse dialog events.
Dialog events include the following:
engine uses the following simple logic to determine whether to execute a
- To determine whether a
workflow should execute, its trigger set and conditions are evaluated against
each dialog event received.
The workflow engine processes workflow events for the first call
that matches any configured workflow's trigger set and conditions. No other
workflows run until this call has ended. If the agent accepts a second call
while still on the first call, workflows do not run on the second call even
after the first call has ended.
Preview calls are an exception to this rule. You can have a workflow run while
the agent previews the call as well as when the agent accepts the call.
- After a workflow for a
particular trigger type (for example, Call Arrives) executes, it never triggers
again for the same dialog ID.
engine caches workflows for an agent when the agent signs in. Workflows do not
change for the agent until the agent signs out and signs in again or refreshes
trigger when a call arrives, when a call is answered, or when making a call run
whenever the browser is refreshed. When an agent refreshes the browser, the
workflow engine sees the call as newly arrived or newly made. If an HTTP
request action is part of the workflow, the HTTP request is sent when the agent
refreshes the browser. Applications that receive the HTTP requests must account
for this scenario. Otherwise, undesired results may occur.
An example of a
workflow is a Call Arrival event that triggers an action that collects
information from the dialog event (for example, the ANI or customer
information) and displays a web page containing customer information.
You can filter
trigger events by the value of the data that comes in the event. You can
configure a workflow to execute if any conditions are met or if all conditions
conditions consist of the following:
A piece of
event data to be examined, for example, DNIS or call variables
between the event data and entered values (for example, contains, is equal to,
is not equal to, begins with, ends with, is empty, is not empty, and is in
When the trigger
and its conditions are satisfied, a list of actions assigned to the workflow
are executed. The actions execute in the order in which they are listed.
only for agents and supervisors who are Finesse users. The Workflow Engine is a
desktop application. The desktop retrieves the workflows to execute for a user
from the server when the user signs in or refreshes the browser.
to a workflow or its actions while a user is signed in are not automatically
pushed to that user.
It is possible
to set workflows, conditions, and actions that are contradictory so that a
workflow or action cannot function. Workflows are not validated.
workflows are configured for a team, the Workflow Engine evaluates them in the
configured order. The Workflow Engine ignores workflows with no actions. When
the Workflow Engine finds a workflow with a matching trigger for the event and
the workflow conditions evaluate to true, then that workflow is the one used
and subsequent workflows in the list are not evaluated. Workflows with no
conditions evaluate to true if the event matches the workflow trigger. All
workflows are enabled by default. Only one workflow for a specific user can run
at a time.
Engine retrieves dialog-based variables used in workflow conditions from the
dialog that triggered the workflow. If a variable is not found in the dialog,
then its value is assumed to be empty.
Engine executes the actions associated with the matched workflow in the order
in which they are listed. The Workflow Engine executes actions in a workflow
even if the previously executed action fails. Failed actions are logged.
server controls which calls are displayed to the Finesse user. If the user has
multiple calls, the workflow applies only to the first call that matches a
trigger. If the first call displayed does not match any triggers but the second
call does match a trigger, the Workflow Engine evaluates and processes the
triggers for the second call.
A call is
considered to be the first displayed call if it is the only call on the Finesse
desktop when it appears. If two calls on a phone are merged (as they are in a
conference call), then the first displayed call flag value of the surviving
call is used.
If the user has
a call when the user refreshes the browser, the Workflow Engine evaluates the
call as it is. If the dialog data (call variable values) change, the data may
not match the trigger and conditions of the original workflow. The data may
match a different workflow or no workflows at all.
If the user has
multiple calls when the user refreshes the browser, the Workflow Engine treats
the first dialog received from the Finesse server as the first displayed call.
This call is not necessarily the same call that was the first displayed call
before the browser refresh. Dialogs received for any other call are ignored
because they are not considered first displayed calls. If dialogs for more than
one call are received before the Workflow Engine is loaded after the browser
refresh, no dialogs are evaluated because none are considered first displayed
for both Finesse agents and supervisors. The team to which the supervisor
belongs (as distinguished from the team that the supervisor manages) determines
which workflows run for the supervisor. You may want to put the supervisors in
their own team to keep agent workflows from being run for them.