Managing Workflows

This section explains how to configure human workflow. Human workflow is a CCF functionality whereby a series of steps is specified to appear, in order, in the hosted Workflow Control of the Agent Desktop. These steps are specified by the system integrator via the Admin Console by clicking on the Workflows node. Each Workflow can be either forced or non-forced. A forced workflow is one in which the steps must be executed in a predetermined sequence and the sequence cannot be ended until the final step is completed. In an unforced workflow, the steps must be followed in order but the operation may be completed at any time. Either Workflow may be canceled at any time, however that will drop all transactions and no data will be stored. Workflows may be mapped to individual agents or to groups.

The following topics discuss how to search, create, modify, and delete workflows: