Configuring Filter Node

This node allows you to control the percentage of outgoing email activities that are sent to a location for review. The filter node assists supervisors by reducing and controlling the total outbound agent emails to be reviewed for quality assurance. An outbound email review workflow without the filter node sends all outgoing emails from a user or queue to the target node in the workflow, while the filter node allows the administrator to control the percentage of outgoing activities to be routed to the review destination. Rerouting of outgoing activities can be done in increments of 5%.

The filter node is only available while configuring outbound email workflows.

To configure a filter node:

  1. On the Properties page, on the Diagram tab, add the Filter node in the Workflow Editor.

  2. In the Filter Rule Configuration window, perform the following:

    1. Provide a name for the node.

    2. From the dropdown menu, select the percentage of emails to be randomly routed to the target node.

    3. Select the target node to which the selected emails are routed. This object must already be present in the workflow diagram area to be eligible. Click the Select Target button and from the Select Target window select the target node. You can choose from the following nodes:

      • Queue

      • Workflow

      • Department

      • Completion

      • Auto-acknowledgement

      • Auto-reply

      • Auto-suggest

      • Branch

      • Classification

      • Create object

      • Modify object

      • Service level

      • Custom

      • User

    4. If necessary, select the option to route the remaining emails to an alternate target node and follow the same steps of selecting a target.

    Filter rule config

  3. Click Done.

Once you have configured the targets in the filter node, the filter node and target nodes are automatically connected by arrows. The green arrow points to the target node to which the selected emails are routed. The red arrow points to the alternate target node. These arrows cannot be added or removed manually. They are added or removed automatically when you make changes to the filter node.

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