A Flow is an object that contains a visual representation of any workflow used in an agent or customer service environment.
Interact supports three types of Flows, Interaction Flows, Intent Flows and Service Flows.
Each block in a Flow is called a step. The components and settings of each step are defined when the step is added, and can be modified afterward.
In a Flow, the steps follow one another in the logical order of the workflow. The steps are joined together by lines called connectors. A step can be connected to multiple other steps, depending on the complexity of the workflow.
For example, in the example Interaction Flow below, customers are presented with the question: 'Do the modem and computer have electrical power?' After a customer responds (Yes or No) the Flow will proceed in one of two possible directions, according to the answer provided.
The Flow Life Cycle
A typical generic workflow life cycle is shown below, along with stage-by-stage details:
Stage 1: Design the Flow
Using the Interact Web Designer, a Designer creates a new Interaction or Intent Flow. As the Designer works, the Flow is automatically saved as a private draft.
Stage 2: Publish the Flow to the Server
The Designer publishes a new or edited Flow to the server. The Flow is then listed among the Resources that are available from the Admin Console so that other Designers or Admins can access it.
Stage 3: Test and Approve the Flow
Users with Admin (administrative) privileges run the Flow from the server for review and testing purposes. If necessary, the Designer can modify the Flow (using the Web Designer) and republish it to the server. Following all reviews and testing, the status of the Flow can be set to Approved, making it available to end users and protecting it from further changes.
Stage 4: Use, Analyze and Report on the Flow
Following Approval, the Flow is run by end users and statistics are gathered on its usage. Reports can be generated that provide real-time activity measurements and also reveal useful patterns of workflow step usage. Should the reports reflect the need for improvement (e.g., the time spent on a certain Flow step is longer than expected), requests can be sent back to the Designer for modification, testing and renewed Approval. Flows which are no longer relevant also can be deleted from the server by Admins.