Logic & Actions: Configuring Nodes, Connecting Panels
- Josh Daugherty (Deactivated)
Configuring Nodes
With the exception of the Exit panel, all panel types contain an element that is not found within the main Edit Panel window. These are known as Nodes, and they serve as anchor points for routing an inbound interaction.
An example will clarify this. In the Condition panel shown below, you can see the two Nodes listed are Pass and Fail, based on the condition of whether the interaction's Communication Type (CommType) is (equals) "chat."
Maybe you want to send webchats to a specific Q:
The Time Control, Capture, and Match panels also contain nodes, example use-cases of which are shown below:
Just as you double-click on a panel to access the Edit Panel interface, you can double-click on each individual node to configure its settings.
Adding Nodes to a Match Panel
Match panels are unique in that you have to add Nodes for the different matches you’re looking for. This works especially well for multiple-choice type prompts/decisions.
Click once on the panel (not a specific node) to show additional options. Here, (for the Match Panel only) you can add more nodes—in this case, by selecting the Add Match option.
This adds a new blank node.
Next, double-click on the new, blank node to specify a match. It makes sense for one customer response to be "yes."
The "Title" of the node is what will be visible when viewing the Logic flow. The next step is to specify at least one "Match" (which, in this context, is what you expect the customer to say). So "yes" makes sense as a match.
Click the Add button to add additional customer inputs that you want to count as a "yes" response.
Finally, return to the main Logic interface, and add an additional match node—to capture "no" responses.
Now, each of these nodes will result in specific customer routing outcomes.
Adding Nodes to a Capture Panel
Capture panels' nodes work fairly similarly. Rather than creating different nodes for each option in a preset menu (like the Match panel example, above), though, the customer will input a response to a more open-ended prompt.
In the example below, the customer is asked to input their Case Number:
The default nodes for this panel type are Valid, Invalid, and Timeout. (Note that "Timeout" is not a default node for PII capture panels.)
As nodes,"Valid" and "Invalid" refer to whether the customer input was the right type/format of information.
This is configured in the Edit Panel window:
After saving the Validation type, double-click the "Valid" node to access additional configuration options.
From the "Select Variable..." drop-down, we want to select External Case ID for this particular item's variable.
From the next drop-down menu, we would want to select False. This is because each case has a unique case number.
From here, the individual nodes can be configured. In this case, a valid input will trigger the interaction to be routed to the Support Q. An invalid entry will prompt logic (as configured in the scenario below) to re-ask the question, and remind the customer how many digits should make up a case number.
Adding Nodes to a Time Control Panel
Time Control panels consist of "Met" or "Not Met" nodes. This is similar to a Condition—in the example below, Business Hours have been set. If the interaction comes in during business hours ("Met"), we would want it routed to a live agent. If it's outside of business hours ("Not Met"), it can be routed to a Voicemail Q.
Here, even though there are multipleTime Controls (Business hours, Holidays), an interaction will either be during business hours, on a day the business is open—or it can be routed to Voicemail if one or both Time Controls is "Not Met".
Adding Nodes to a Condition Panel
Condition panels consist of "Pass" or "Fail" nodes. This is similar to a Time Control's "Met" / "Not Met" options.
Exit Panels
Exit panels, again, do not consist of Nodes. They are simply end-points for the IVR, the "final destination(s)" of the routing configuration.
Connecting Panels
Once you’ve created your first panel, it’s time to add more. Click the Add Panel button in the upper-right corner, then select the type of panel you’d like to add.
As you add more and more panels, the Shortcuts Menu will give you different options for navigating the Logic Bot page.
Connecting panels is simple. Basically, each node needs to go somewhere or do something. One at a time, click on a specific node, and drag your cursor to whatever panel makes the most routing sense. It may go to another panel of the same type, or to a panel of a different type. Just know that every panel and every node needs to go somewhere (technically, they don't have to—but consider the experience of a customer potentially left hanging somewhere).
Ultimately, the end result(s) are typically Exit panels—sending the customer to the right agent or Q to get their issue resolved.
To delete an existing connection, just click on the line connecting a node to a panel, and then click the trashcan icon.
Putting It All Together: Example Logic
See also (additional Logic & Actions content):
Configuring Nodes, Connecting Panels
This is one article in a series covering Admin Configuration topics.