Flows Overview

Flows represent the business logic of a call. They're a series of actions and parameters that describe the caller and resource experiences during an interaction. For example, the flow dictates what IVR messages to play to callers, which queue to place them in, and the agents that the work offer may be sent to based on their assigned groups or skills. It also tells the application how to handle functions like placing someone on hold or disconnecting the call.

You can have multiple versions of a flow, and switch between those versions as needed.

Flows use multiple components of CxEngage in order to complete the desired function. The components must be added and configured prior to creating the flow.

Flow Prerequisites

• Adding Media
• Working with Queues
• Creating Dispatch Mappings

Background Information

• Working with Flows
• Flow Designer Reference
• Writing Queue Queries using the Advanced Query Editor

Permissions

To create and manage Flows, you must belong to the default Administrator role or to a custom role that includes the MANAGE_ALL_FLOWS permission.

To view the list of Flows, you must belong to the default Supervisor role or to a custom role that includes the VIEW_ALL_FLOWS permission.

To view the Flow Designer, you must belong to a custom role that includes the following permissions:

• VIEW_ALL_FLOWS

• VIEW_ALL_MEDIA

• VIEW_ALL_PROVIDERS

• VIEW_ALL_BUSINESS_HOURS

• VIEW_ALL_QUEUES

• VIEW_ALL_LISTS

• VIEW_ALL_USERS

• READ_DISPOSITION_LIST

• READ_PRESENCE_REASONS

• READ_REASON_LIST

• VIEW_ALL_TRANSFER_LISTS

• INTERACTION_ATTRIBUTES_CONFIG_READ

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