Overview

This workflow object provides generic workflow branching functionality, based upon a value read from a database field, which can be given its value by a preceding object in the workflow or can be a pre-existing value in the database.

1. An Example Scenario

An Interactive Join Queue has the following exit options:

  • agent answered the call

  • max calls in queue exceeded

  • max wait time exceeded

  • max estimated wait time exceeded

  • caller chose to 'leave a message'

  • caller chose to 'request callback'

and so the following Branch on Value object can be set to test which of the exit options was met and therefore direct the call to the most appropriate branch in the workflow. The Branch on value rules might look like this:

Label

Operator

Value

Description

Exceed TO

Equal

EXCEED_TIMEOUT

Maximum wait time was exceeded

Exceed EWT

Equal

EXCEED_EWT

Maximum Estimated Wait Time exceeded

Exceed Max Call

Equal

EXCEED_MAX_CALL

Maximum number of calls in queue exceeded

2. Add Workflow Object

  1. Open the Workspace.

  2. Select Workflows from the Resources menu.

  3. Select a workflow from the list displayed (you can also create a new one).

  4. Click the Preview icon next to your selected workflow. A schematic representation of the workflow is displayed.

  5. Click the Add New Object icon  The New Workflow Object dialog opens.

  6. Select Branch on Value from the drop-down selection list.

When you include a Branch on Value object in your automated workflow, enter the following details:

Field

Description

Workflow Object Title

Enter a meaningful name for your new object.

Data Label

Enter the textual label which will be used by subsequent workflow objects to reference the results of the execution of this object.

Data Field

The value of this field will be compared to other values or constants, as defined by the set of rules. There are several possible types of variable:

Campaign Data Field VariableThe field is taken from the contact or activity data table. 
Syntax: %campaign:fieldname%IVR Digit Capture VariableThe field is the data label of a digit capture object.
Syntax: %ivr:labelname%Activity Table Data FieldOne of the system-defined data fields that holds details of the call itself. The full set of data fields that can be accessed are listed as Read-Only Activity Data Fields in the Workflow article


Syntax: %activities:fieldname%Workflow Parameter

The field is associated with a DNIS number in Channels>Voice
Syntax: %activities:custom_data%

Definition of Rules

Multiple "rules" may then be defined. A new rule can be added by pressing the "Add Rule" button.

The rules are evaluated in strict order of their definition and, as soon a rule evaluates to TRUE, the workflow exits the object and takes the matching branch in the following workflow.

Each rule is defined using a set of four fields:

Rule field

What you should do

Label

Enter a textual label for this rule. This will be used to identify this branch in the workflow display.

Operator

Enter the comparison operator that will be used in the test of the 'Data Field' value. The following operators are supported: 

  • Equal 

  • Not Equal 

  • Greater Than 

  • Less Than 

  • In

Value

Enter the definition of a field whose value will be compared against the 'Data Field' value defined above, using the operator defined in this rule. There are several possible types of variable/text:

Field

Description

Campaign Data Field VariableThe field is taken from the campaign's user-defined contact or activity data table. 
Syntax: %campaign:fieldname%IVR Digit Capture VariableThe field is the data label of a digit capture object.
Syntax: %ivr:labelname%Activity Table Data FieldOne of the system-defined data fields that holds details of the call itself. The data fields that can be accessed are listed at Activity Data Fields. 
Syntax: %activities:fieldname%Fixed textThe field is a fixed text string

Description

Enter a textual description of the purpose of this rule. This is not used by the object, but is valuable for explaining the logic behind the object's design to other users.

Click Save to keep your new object and to return to the Workflow Builder.