Configuring User Node

Use this node to route activities to agents. After the activity is processed by a workflow, it can be routed to an agent in the department, an agent from another department (foreign user), or a customer's preferred agent. In the case of alarm workflows, it can also be routed to the agent's manager. The user node is a terminating node of a workflow and no nodes can be added after it. This node is not available as an end-node in outbound workflows.

To configure a user node:

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

2. In the Select User window, do the following.

   • Select the Route to the user that is the customer’s preferred agent option to route activities to customer’s preferred agent. In this case, the activity is always assigned to the preferred agent even if he is not logged in or has reached his maximum load.

   • Select the Route to the manager of the user option to route activities to the manager of a user. This option is available in the User node of alarm workflows only.

   • Select the Route to the user that is selected below option and select a user from the list of available users.

   

3. Click the Done button to close the window.

Related Topics

• About Workflow Editor

• Creating Workflows