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Enders (Automation) workflow concept and logic
Ender [name] - a robot that will make repetitive tasks for you.
Each automation task in Ender Turing is called Ender. You can ask Ender to accomplish many of your routine and most boring tasks :)
The logic is divided into two main parts:
Trigger - when to do something
Action - what to do if the Trigger worked
Example:
Trigger - call arrived where critical verification (identification) was missed before sensitive data sharing.
Action - notify Agent and Manager immediately via email.
Or another Example:
Trigger - call arrived where the Client was very emotional and left a complaint
Action - notify Manager immediately via email and leave a comment to the Agent with a link to the best Complaint management calls.
Available Automation Triggers
A few Triggers can launch Ender to accomplish tasks:
New conversation added - new call/chat/email arrived in the system. Usually, right after the call/chat/email with the client is finished.
New scoring added - the user accomplished a manual review of the conversation by scoring card. Please look at the details of How do I review the conversation?
New comment added - the user leaves a comment to another user (Agent, Manager, Supervisor, etc.)
Available Automation Actions
Actions that Ender can accomplish are:
Send Notification - send in-app and email notification
Set Scorecard defaults - automate scorecard filling
Add a comment - leave a comment to the Agent or another user
Example of Ender creation
To start creating Enders, please go to Analytics -> Enders.
Once you've navigated there, you'll be able to see the list of all created Enders.
To create a new Ender (Automation task), please click on Create Ender the button on the top navigation panel. Once clicked, the Create New Ender window appears.
An Ender setup window will be opened where you can start setting up Trigger and Action (see Automation workflow logic for the details):
There are next available options:
Ender name - the name of this routine, that will be shown in the list.
Team - here can be specified the team, with which this ender will be associated.
Activate - indicates this ender should be activated immediately after creation or not.
Cancel - this button cancels the creation of new ender.
Save - this button saves the new ender with all data entered and specified.
Trigger when - here should be specified the general event, of which the ender will be triggered. There are available 3 options
New conversation added - when new session (i.e. call, email, chat) if uploaded and added to the list of all conversations
New scoring added - when scorecard has been filled and submitted
New comment added - when new comment is added to the particular conversation (or for the bunch of them)
Condition - here you can indicate deeper setup for event triggering. Here is available all types of filters. (Detailed information about filters you can find here)
Action type - here is specifying the exact action, what should be done, when condition is met. There are available 3 options:
Send notification - when selected, should be indicated:
Recipients (one or more) - should be indicated email address, or username from the list of available users.
Notification frequency - how often notifications will be sent
Set score defaults - automatically set the score using the selected scorecard. Is needed to select scorecard. When scorecard is selected appears the button, to set default score.
On clicking this button, appears general scorecard view. Here can be specified default score.
Add comment - on this event triggering the new comment will be added to the conversation.
Comment to add - indicate the comment that will be added.
Add action - we are supporting few actions on 1 event triggering. So here can be added another action, that will be performed on event triggering, and when previous action had been done.
Example of Trigger configuration
On the Ender setup page, there are two main building blocks: Trigger and Action (see Automation workflow logic for the details).
Here we will set up the first block: Trigger:
You can select from multiple Triggers, as shown below. For details on each Trigger, please refer to Available Automation Triggers:
After choosing When to accomplish automation, you can select which Condition it should work. Filters functionality is used for this purpose.
Examples: Verification (Tag) missed in the call; Category is Complaint; or just call duration is longer than 10 minutes.
After narrowing the Condition for triggering an Action, you are done with Trigger setting up and can jump to the next session: Action set up.
Example of Action configuration
On the Ender setup page, there are two main building blocks: Trigger and Action (see Automation workflow logic for the details).
Here we will set up the second block: Action:
You can select from multiple Actions, as shown below. For details on each Action, please refer to Available Automation Actions:
You will need to fill in additional fields based on the Action type, like notification receivers and notification frequency for Action: Send Notification:
Managing Enders - Save, Edit, Remove, Activate/Deactivate)
After Trigger and Action are configured, you can set Ender's name and press the Save button:
You will be able to see Ender (automation) in the list of Enders. You can easily Edit and Deactivate Ender at any time if needed.
To remove Ender, press the checkbox on the left of Ender's name and then press the Delete button:
For the full feature reference — including conditions, trigger warnings, version history, running on historical conversations, archiving, and labels — see Enders: Detailed Feature Guide