About Workflow Editor

The visual Workflow Editor makes it easy to create workflows via a palette of nodes. Each node offers specific functionality. For example, the Service Level node allows service levels to be set at that point of the workflow. Placing nodes on the workflow canvas and linking them with connectors creates a system workflow. The Diagram tab in the property sheet of a workflow opens the Workflow Editor.

The following table lists the available workflow nodes and buttons in the workflow editor.

Use

To


Start node

Add a start node, the starting point of workflows, which can be an email alias or another workflow.

 If you create a new inbound workflow, this node helps you specify the email alias for activities to enter the system.

For details, see


Queue node

Route activities to an available queue.

For details, see Configuring Queue Node


User node

Route activities to an available user (who could be a foreign user).

For details, see Configuring User Node


Completion node

Create a rule to complete activities that are processed by the particular workflow.

For details, see Configuring Completion Node


Workflow node

Add another workflow to further process activities. This is also referred to as chaining of workflows.

For details, see Configuring Workflow Node


Department node

Add a department to  route activities to an available department.

For details, see Configuring the department node


Alarm node

Set up an alarm if certain conditions are met.

For details, see Configuring Alarm Node


Auto-acknowledgment node

Set up rules for sending auto-acknowledgments for incoming emails. A specified knowledge article is used in the auto-acknowledgment.

For details, see Configuring Auto-Acknowledgement Node


Auto-reply node

Set up rules for sending auto-replies for incoming emails. Auto-replies are picked from the KB.

For details, see Configuring Auto-Reply Node


Auto-suggest node

Set up rules for creating auto-suggestions for incoming emails. Auto-suggestions are picked from the KB and presented to agents when they answer emails.

For details, see Configuring Auto-Suggest Node


Branch node

Set up rules that allow a branch, i.e., routing of activities to different users or queues based on whether the conditions are met or not.

For details, see Configuring Branch Node

Filter node

Set up rules for routing a controlled percentage of email activities to a queue or user for review in outbound workflows.

For details, see Configuring Filter Node.


Classification node

Set up rules to add available categories and resolution codes to activities. While configuring this node, you do not need to specify the false condition.

For details, see Configuring Classifications Node


Modify object node

Set up rules  to modify specified objects if certain conditions are met.

For details, see Configuring Modify Object Node


Create object node

Set up rules to create objects if certain conditions are met.

For details, see Configuring Create Object Node


Service level node

Set up rules to add available service levels.

For details, see Configuring Service Level Node


Custom rule node

Create a custom rule.

For details, see Creating Custom Rules


Autolayout nodes button

Format the layout of the workflow.

For details, see Creating Workflows
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