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:
Maximum wait time was exceeded
Maximum Estimated Wait Time exceeded
Exceed Max Call
Maximum number of calls in queue exceeded
2. Add Workflow Object
Open the Workspace.
Select Workflows from the Resources menu.
Select a workflow from the list displayed (you can also create a new one).
Click the Preview icon next to your selected workflow. A schematic representation of the workflow is displayed.
Click the Add New Object icon The New Workflow Object dialog opens.
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:
Workflow Object Title
Enter a meaningful name for your new object.
Enter the textual label which will be used by subsequent workflow objects to reference the results of the execution of this object.
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.
The field is associated with a DNIS number in Channels>Voice
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:
What you should do
Enter a textual label for this rule. This will be used to identify this branch in the workflow display.
Enter the comparison operator that will be used in the test of the 'Data Field' value. The following operators are supported:
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:
Campaign Data Field VariableThe field is taken from the campaign's user-defined contact or activity data table.
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.