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).
We are happy to help you customize Workflows to make you processes more efficient and proactive. Feel free to reach out to your Client Success Manager with additional questions.
This is one article in a series covering Admin Configuration topics.