Logic Panel Types
- Josh Daugherty (Deactivated)
- Brendon Newell
Building an effective Logic flow involves identifying the right combination of elements—in the language of Logic, this means selecting panel types and specifying related actions. To clarify, the Start panel is not one of the panel types—it’s more a positional thing.
These panel types are shown below:
Match
Route based on specific customer responses to a question (e.g., routing based on the customer saying “password” when asked what they need help with).
Capture
Gather information, such as call variables, to use for customized IVR elements or data dips (e.g., “Please enter your case number.”).
PII Capture
this panel is essentially a sub-type of Capture panel, specifically useful for securely gathering information such as PINs, social security numbers, and credit card numbers. Within Logic & Actions, PII capture panels can “validate” data inputs based on number of input digits—ensuring that a valid credit card number has been entered, for example.
Note: The PII Capture panel has specific maximum-capture limits and can only be used to capture DTMF input at this time
Once the data has been securely collected, PII Capture panels can utilize the data within a dot[CX] project. For example, the IVR could ask for (and collect) a customer’s ID and PIN, and then pass it to a CX project, which could pass it to a 3rd-party validation. (This way, when the customer reaches an agent, the customer is already authenticated.)
Condition
Route interactions with a pass or fail condition based on specified criteria (e.g., Comm Type [equals] inboundCall could route the interaction to different destinations based on whether its an inboundCall or another CommType).
Time Control
Limit or expand call flow operations based on a designated time frame (e.g., create different interaction flows for business/open hours and after-hours).
Exit
Route outside the logic flow to a specific end result (e.g., a Sharpen Q, Ring Group, or Callback offering).
Each panel type has multiple configurable details. There are a few elements all or most have in common, and then several panel types have some that are unique to the panel type.
To cover these panels, we’ll first define the basic elements they have in common, and then move on to each panel type’s unique features.
We'll start with Action Types.
Action Types
Every panel type is meant to take some action, so each has an Action Type drop-down.
For Match, Time Control, and Capture panels, Respond is the only action type.
The “Respond” action has a couple configurable elements.
First, the Message field is where you can type out what you want the customer to hear. Whichever text-to-speech voice was selected in the initial configuration will apply to all panels within the flow. This means that if you want to change the IVR voice, you can just change the basic configuration setting, and all panels will "update" to use the new voice selection.
When creating the Message, you can also drop in various call variables, helping to create a more intelligent, dynamic flow. If you would rather not use text-to-speech, you can create and upload custom sound files to play (rather than having the voice read the text). Selecting a sound file overrides the text-to-speech option.
When setting up a Condition or Exit panel, you will encounter additional options in the Action Type drop-down.
Additional Action Types, by Panel Type
Condition Panel
In addition to "Response," Condition panels have two additional options:
Logic Triggered Bot: Run an action bot
Curl (cURL): Run a [dot]CX project
Exit Panel
In addition to "Response," Exit panels have three additional options:
Route: Route to a specific Sharpen Q or Ring Group
Callback: Trigger a queue callback, and specify the queue where the callback will wait
Q Voicemail: Trigger a voicemail to be left in a particular queue
Additional Panel Components, by Panel Type
Capture
In addition to "Action Type," Capture panels also include a Settings section in order to let you modify what information is being captured. After selecting Voice or DTMF from the Capture Type menu, you have the option to determine if you want to validate the information (with a variety of options, such as verifying that a customer inserted a valid phone number by ensuring enough digits were input).
Selecting DTMF also gives you the ability to set the Max Input Length (e.g., limiting the maximum input to 5 when the customer is entering his/her zip code).
Condition
Condition panels contain a unique section where you specify the criteria for your condition. For example, you could set a condition based on Communication Type to effectively route interactions to a particular queue:
Time Control
Time Control panels allow you to adjust your Interaction Flow options based on a designated time frame. For example, you may want to customize your Auto Attendant options based on weekday or weekend hours.
After naming your Time Control (this is for your purpose only), use the View Type to control the layout that you’d like to use for your Time Control.
You can set Time Controls by either specific Dates, Days of the Week, and/or Holidays. You very well may use specific time controls of each type.
Time Control—Dates
Here, you can designate time controls for specific dates (e.g., August 23rd of each calendar year). This is beneficial if you need to add on off-site meeting or other one-off date.
Time Control—Days of the Week
These are most likely what you think of when you think about Time Controls—especially in relation to Business Hours. Use this type of view when selecting weekly, repeatable Time Controls.
Time Control—Holidays
Whether a particular holiday falls on the same date each year (Christmas is December 25th) or is not on the same date each year (e.g., Thanksgiving since it isn’t necessarily the same date each year), simply start typing in the holiday section to search and apply time controls for available holidays.
Once you’ve selected the date, days, or holidays, adjust the hourly slider at the bottom to complete your Time Control. In this case, I’ve selected 8:00AM - 5:00PM. Coupled with the Days of the Week view as Mon-Fri, this would complete my Business Hours as Mon-Fri, 8:00AM - 5:00PM.
See also (additional Logic & Actions content):
Logic Panel Types