A workflow is a sequence of tasks arranged in a specific order to meet the needs of your customers. An event triggers a workflow. An incoming contact center interaction is an example of an event. When an event occurs, predefined business rules come into effect. These rules use attributes or customer identification information collected from the customer to send the interaction to the required workflow.
You can create workflows and manage them in Orchestration which includes the following interfaces:
Designer: Use Designer to create and edit your workflow.
Orchestration Manager: Use Orchestration Manager to manage your workflows. For example, to deploy or undeploy workflows and to configure business rules.
Some workflow tasks require additional automation to collect customer identification information or attributes, determine the queue, and give wait treatment to the customers. For this purpose, you need to create automation flows in Automation and assign them to appropriate workflow tasks in Orchestration. Automation is the interface that you can use to create, edit, deploy, and undeploy these automation flows.
