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. Elements are added to the flow by using either the Insert menu, or by clicking the relevant toolbar icon. Configuration settings for the element are defined when the element is added, and can be modified afterward.
In an Interaction, the elements follow one another in the logical order of the workflow. (For example, a Question element is often followed by Choice elements, which guide users in answering the question.) The Interaction elements are joined together by lines called Connectors. An element can be connected to multiple other elements, depending on the complexity of the workflow.
In the following simple example Interaction, users are presented with a multiple choice Question (What type of problem do you have?). After users select one of the three possible responses, they are presented with a Statement confirming their choice (You have selected <Choice>). Note the position of the Connectors in the Interaction.
Step 1: Design/Update Interaction
Using the Interaction Designer, a designer creates a new Interaction, or modifies an existing one based on feedback from colleagues, administrators, and/or other reviewers.
Step 2: Publish to the Interaction Server
The designer publishes the Interaction to a specific account on the web server. The Interaction is assigned a status of Draft, and is listed on the Interactions page of the relevant account.
Steps 3 and 4: Test and Approve Interaction
Interaction Administrators (and/or Account Administrators) run the Interaction from the server for reviewing and testing purposes. If necessary, the designer modifies the Interaction (in the Interaction Designer), and republishes it to the server.
Following review and testing, the Interaction goes through the approval process.
Step 5: Analyze Interaction Use
After an Interaction has been in use for some time, reports can be generated and reviewed. These reports show patterns of actual Interaction element flow and real time measurements of Interaction workflows. If the reports reflect a need for improvement (e.g., the time spent on a certain Interaction element is longer than expected), change requests can be sent back to the designer. After the Interaction is edited (in the Designer), it is republished, tested and approved.
Interactions that are no longer relevant can be deleted from the server by administrative users.