Overview: Status/Action Workflows container in Queues (Console)

Console > Queues > Status/Action Workflows for queues (Console)

This article describes the status action workflow functionality for queues in Console.

In this article

Overview

In Console, navigate to Queues > [Queue] > Status/Action Workflows container.

The Status/Actions Workflows container within the Queues workspace of Console is where you configure workflows to run when an interaction reaches a specific status or when a specific action is taken.

Here’s a use case. If you want customers that are blind transferred to another queue to have higher priority than other interactions in that queue, then you could build and publish an action workflow that adds points to interactions once the action of ‘Blind transfer’ happens.

  Note: You can only add one workflow for a specific Status or Action.

In Edify Console, navigate to Queues > [Queue] > Status/Action Workflows container.

Status workflows

An interaction can take on several different statues during its life cycle. You can configure a workflow to run when an interaction reaches any of these statuses. So, a status workflow is a workflow that runs when a specific status is reached. 

These are the statuses available for routing status workflows:

If you set the status to Wrap Up, you’re telling the queue to run a workflow when an interaction changes to Wrap Up status. 

Action workflows

There are many actions that happen during a connected interaction, like the interaction getting transferred or closed. You can configure a workflow to run during an interaction action. So, an action workflow is a workflow that’s triggered to run when an action is taken.

These are the interaction actions that are available for routing action workflows:

If you set the action to Blind Transfer Complete, then the workflow will run as soon as the blind transfer is complete.

Container breakdown

Type

The Type column contains a dropdown to run workflows on an action or on a status.

Type Data

The Type Data column contains a dropdown of the specific status or action to run the workflow on.

Workflow

The Workflow column is where you select the workflow that runs when the particular action or status change occurs.

Version

The Version column is where you select the version of the workflow that runs when the particular action or status change occurs.

Use case

Suppose you send customers satisfaction surveys after every interaction with your Support team queue. You’ve already created a workflow that sends an SMS message to the customer with the link to the survey. Now all you have to do is connect the workflow to the queue. You could set it up like the screenshot below:

Other use cases

Status

Action