An Interaction is a file containing a visual representation of any workflow used in the customer service environment. Each component of the flow is called an Interaction Element. These elements follow one another in the logical order of the workflow. In runtime, users navigate through the Interaction using the Next and Back buttons.
The following sections explain what you need to know to start designing Interactions:
- User Interface Overview: Describes the main components of the Interaction Designer screen, and provides an overview of the menu options.
- Virtual Desktop Sessions: Presents issues and recommended practices related to working with an Interaction Designer launched on a remote desktop.
- Configuring Web Server Settings: Explains how to define the settings to establish communication between the Designer and the Interaction Server.
- Creating a New Interaction
- Managing Interaction Displays: Describes the Interaction List and explains how to work with a set of open Interactions.
- Visual and Non-visual Elements: Provides a summary of the Interaction elements.
- Protecting User Input: Explains how to prevent sensitive customer data from being saved in the database and logs.
- Using Connectors: Explains how to connect two nodes or elements in an Interaction, to create the logical workflow.
- Locating Elements and Viewing Element Relationships: Describes how to view and locate elements that are used in an Interaction, and see how they are related to one another.
- Testing Interactions: Explains how to use the simulator.
- Publishing and Capturing Interactions: Explains how to send Interactions to the server and retrieve Interactions from the server.