Mapping a Workflow to Groups

In addition to assigning workflows to individual agents, workflows can be assigned to groups of users. Workflow by group mapping is a feature of CCF that allows a user to assign multiple groups of users to a workflow. Those users can be agents, administrators, or any collection of CCF users. Assigning a group to a workflow means giving the group permission to run that particular workflow.

The following figure illustrates how groups of users are given permissions to use a workflow and how they interact with that workflow, once they have permissions.

Mapping a workflow to a group of users