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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.
At the Enders page, press Create Ender button:
An Ender setup window will be opened where you can start setting up Trigger and Action (see Automation workflow logic for the details):
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:
