Workflows - Advanced

Advanced workflows allow Sharpen to make decisions based on the information added to the system and ensure that the interaction is going where it needs to go. An advanced workflows functions as an “If this, then that” function where “if” equals a specific condition and “that" equals a specific action. Enter the workflow name, queue, and timeframe. Then, you’re ready to move on to your conditions.

Conditions

The condition (or “input”) that will trigger the start of your workflow. Add a new condition metric by choosing the source , and then Add Condition.

Condition Metric

• The metric you want to consider in your workflow (in this case, Wait Time).

• Available Conditions:

  • Wait Time

  • Skills

  •  Inbound Number

  • CallerID Number

  • CallerID Name

  • Country

  • City

  • State

  • Points

  • Avg. Wait

  • Max Wait

  • End Result

  • Call Type

  • Comm Type

Variable

• The value that you are referencing (in this case, 120 seconds)

Multiple Conditions

If you are using multiple conditions, you’ll have the option to match any condition or require all conditions be met. By default, the option will be set to match all conditions. Be sure to adjust the conditions appropriately or your workflow may not function as planned.

Actions

Once you’ve gathered the relevant information from your condition, actions determine the next step.

Choose the action from the dropdown menu, then click Add Action. In this case, we’ve selected the Send Email action.

Available Actions

• The metric you want to consider in your workflow (in this case, Wait Time).

Available Conditions:

• Move Qs

• Increase Points

• Unpause/Pause

• Login/Logout

• Add Skill

• Hangup

• Send Alert/SMS/Email

• Send to Auto Attendant/Extension/Ring Group/Voicemail/Voicemail Broadcast

• Remove from Call Manager

• Insert CRM Campaign/CampaignStatus/FieldValues/Record

• Change Background/Text Colors

• Add to Sharpen Q

• Add External Data Source

• Update External Data Source

• Add to/Update Sharpen Table

• External Post

These actions give you incredible flexibility and help you customize your experience with Sharpen. Use workflows to automatically reprioritize your interactions, open tickets within your CRM, and send alerts (just to name a few).