Navigating Flows

The Flows menu provides you with options for managing your flows, disposition codes, disposition lists, queues, media, and dispatch mappings.  Administrators have access to the Flows menu.

  You will see the message "No Results Found" anytime there hasn't been anything created for the page you are viewing. For example, if no one has created any media collections in your tenant, "No Results Found" is listed in Media Collections Management.

Manage your flows by going to Flows > Flows. Users with the VIEW_ALL_FLOWS permission, which is included in the Administrator role, can see the flows list. The flows list provides a snapshot of all of the flows that are currently in your tenant either in an enabled or disabled state.

CxEngage flow management menu

  Object Description
Search In the search box, begin entering the name of the flow you are searching for. The list shortens to only show the flows that match your search term.
Create Click Create to add a new flow. Users with the MANAGE_ALL_FLOWS permission, which is included in the Administrator role, can see the Create button and can create new flows. See Creating Flows for more information on building a flow.
Actions Make bulk changes to multiple flows, for example mark them as enabled or disabled. You must have the MANAGE_ALL_FLOWS permission to make bulk changes and to see the Action button.
Columns

Choose which columns show in the list. Select the checkbox next to the columns you want to see. Clear the checkbox next to the columns you don't want to see. Click All to select all of the checkboxes or deselect All to clear all of the checkboxes.

The name of the flow as it was entered when it was created or most recently edited.

An optional field to describe the purpose of the flow. If a description wasn't entered, this field is blank

The version of the flow that is currently used.

The status of the flow, which can either be enabled or disabled.
Flow list

See a list of your tenant's flows based on the columns selected, filtering applied, and sorting (ascending or descending) applied. Click a flow in the list to open the flow details panel for more information about it such as current drafts and published versions of the flow.

 

If there are flows that you are expecting to see, but are not, check to see if you have refined the list with a search term or filtering. If filtering is applied, click Clear all filters. If a search term is entered, clear the search field.

See Customizing List Views for more information on sorting and filtering.
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View a list of the enabled and disabled queues in your tenant in Flows > Queues. You must have the VIEW_ALL_QUEUES permission, which is included in the Administrator role, to view Queue Management.

CxEngage queue management menu

  Object Description
Search In the search box, begin entering the name of the queue you are searching for. The list shortens to only show the queues that match your search term.
Create Click Create to add a new queue. You must have the MANAGE_ALL_QUEUES permission in your role, such as an Administrator, to see this button. See Working with Queues.
Actions Actions allow you to make bulk changes to multiple queues, such as mark them as enabled or disabled. Only users with the MANGE_ALL_QUEUES permission see the Action button.
Columns

Choose which columns show in the list. Select the checkbox next to the columns you want to see. Clear the checkbox next to the columns you don't want to see. Click All to select all of the checkboxes or deselect All to clear all of the checkboxes.

The name of the queue as it was entered when it was created or most recently edited.

An optional field to enter the purpose of the queue. If a description wasn't entered, this field is blank.

The version of the queue that is currently used.

The status of the queue, which can either be enabled or disabled.
Queue list

See a list of your tenant's queues based on the columns selected, filtering applied, and sorting (ascending or descending) applied. Click a queue in the list to open the queue details panel for more information about the queue, such as the queue query and past versions of the queue.

 

If there are queues that you are expecting to see, but are not, check to see if you have refined the list with a search term or filtering. If filtering is applied, click Clear all filters. If a search term is entered, clear the search field.

See Customizing List Views for more information on sorting and filtering.
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See a list of the media (both audio and text-to-speech) that exist in your tenant in Flows > Media. You can use the media listed here in activities such as Play Media and Collect Digits. You must have the VIEW_ALL_MEDIA permission, which is included in the Administrator role, to see the list of media in your tenant.

CxEngage media management menu

  Object Description
Search In the search box, begin entering the name of the media you are searching for. The list shortens to only show the media that matches your search term.
Create Click Create to add new media. You must have the MANAGE_ALL_MEDIA permission to see this button and to create media. For steps on creating media, see Adding Media.
Columns

Choose which columns show in the list. Select the checkbox next to the columns you want to see. Clear the checkbox next to the columns you don't want to see. Click All to select all of the checkboxes or deselect All to clear all of the checkboxes.

The name of the media as it was entered when it was created or most recently edited.

The link to the audio file audio media or the text entered for text-to-speech.

The type of media, which is either text-to-speech or audio.

The properties applied to the media. For example, the voice and language.

Media list

See a list of your tenant's media based on the columns selected, filtering applied, and sorting (ascending or descending) applied. Click a specific piece of media in the list to open the media details panel for information about the media, such as the type and source.

 

If there is media that you are expecting to see, but are not, check to see if you have refined the list with a search term or filtering. If filtering is applied, click Clear all filters. If a search term is entered, clear the search field.

See Customizing List Views for more information on sorting and filtering.
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View a list of dispatch mappings, such as phone numbers mapped to flows, in Dispatch Mappings Management.

CxEngage dispatch mapping management menu

  Object Description
Search In the search box, begin entering the name of the dispatch mapping you are searching for. The list shortens to only show the media that matches your search term.
Create Click Create to add a new dispatch mapping. You must have permission to create dispatch mappings to see the Create button. See Creating Dispatch Mappings.
Actions Use actions to make bulk changes to dispatch mappings, such as mark them as enabled or disabled. If you don't have permission to make bulk changes to dispatch mappings, the Actions button won't show for you.
Columns

Choose which columns show in the list. Select the checkbox next to the columns you want to see. Clear the checkbox next to the columns you don't want to see. Click All to select all of the checkboxes or deselect All to clear all of the checkboxes.

The name of the dispatch mapping.

An optional field to describe the dispatch mapping. If a description wasn't entered, this field is blank.

The phone number, direction (inbound or outbound), or integration for the mapping.

The mapping type: customer, contact point, integration, or direction.

The medium for the interaction. For example, voice

Identifies whether the dispatch mapping is enabled or disabled.

The name of the flow that incoming interactions are directed to.
Dispatch mapping list

See a list of your tenant's dispatch mappings based on the columns selected, filtering applied, and sorting (ascending or descending) applied. Click a specific dispatch mapping in the list to open the dispatch mapping details panel for information about it, such as the flow it dispatches to.

 

If there is a dispatch mapping that you are expecting to see, but are not, check to see if you have refined the list with a search term or filtering. If filtering is applied, click Clear all filters. If a search term is entered, clear the search field.

See Customizing List Views for more information on sorting and filtering.
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Watch the CxEngageTraining video to see this in action:

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