Typical tasks for Automation

Last Updated : Sep 13, 2022 |

A workflow in Orchestration can contain one or multiple tasks for Automation flows. In the examples below, you can see what tasks to configure for each flow.

Note:

Automation supports announcements and questions in different languages. However, you can select one language for each workflow in Orchestration.

Queues, attribute collection, and customer identification flows

A typical Orchestration workflow with queueing, attribute collection, and customer identification includes the following tasks:

  • Start Task

  • Start Automation

  • Connect Agent

  • Agent Connected

  • Disconnect

  • End

When the customer reaches the contact center, Avaya Experience Platform™ Public Cloud provides the announcement and questions configured in the Automation flow selected for the Start Automation task. After the customer answers the questions, based on the queue, and collected attributes Avaya Experience Platform™ Public Cloud allocates the customer to a suitable agent. The agent receives the customer information and intent and accepts the interaction.

Wait treatment flow

A typical Orchestration workflow with wait treatment includes the following tasks:

  • Start Task

  • Connect Agent

  • Give Treatment

  • Agent Connected

  • Disconnect

  • End

When the customer reaches the contact center, if there are no immediately available agents, the customer listens to the announcement configured in the Automation wait treatment flow for the Give Treatment task. When an agent is available, the agent accepts the interaction.