Maintenance Manual

Recordings
About Workflows
114
calls you want to save for quality management recordings. Use archive workflows to
specify the types of calls you want to save for archive recordings.
Workflow Prerequisites
Before you create a workflow, you need to:
• Set up users and groups.
• Assign teams to a group (required for quality management workflow; not
required for an archive workflow).
• Create an active evaluation form (quality management workflow only).
How Multiple Classifiers in a Workflow are Executed
You can set up multiple classifiers for a workflow. They are executed in the order they
are listed (from top to bottom) in the workflow navigation tree. This enables you to
create classifiers that are subsets of more general classifiers.
To change the order of classifiers in the navigation tree, select the classifier and use
the Up and Down arrow buttons to move it up or down in the navigation tree.
Classifiers and Rules Example for a Quality Management Workflow
Classifier 1:
•
Called number = 20??
•Inbound
• Rule 1: record new employee J. Smith
• Rule 2: record random calls for Team A
Classifier 2:
• Called number = * (all)
• Outbound
• Rule 1: record longest call of the day and shortest call of the day for Team B
In this example, a call must meet the called number condition and then the call
direction condition of Classifier 1 to go on to evaluate the rules. If the call does not
meet the called number condition, the workflow moves on to Classifier 2.
If the call meets the called number and call direction condition of Classifier 1, the
workflow then goes on to evaluate the rules in top-down order. If none of the rules are
met, the call will not be marked for quality management (although it might be uploaded
for archiving if an archive workflow is configured).