Design of the Business Processes

The Design of the Business Process feature enables users to create customized scripts that can guide them through their calls, ensuring that they ask the right questions and provide relevant information. Here we will explore the Design of the Business Process in detail and provide use cases for how it can be utilized to improve sales and customer engagement.

1. On the 'Configuration' tab, choose 'Business Process' from the 'Add' list. (Fig. 1)
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2. You will see a business process creation tool that offers the option of either a horizontal or top-down structure. For this example, we'll be using the top-down option. (Fig. 2)
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3. The 'Call Script User Task' element is the key component for creating a call script. Select it and place it on the diagram. (Fig. 3, Fig. 4)
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4. To start, we will show how to get the dynamic data for the script. As an example, we will retrieve the current agent and customer data. Use the ‘Read Data’ Element. (Fig. 5, Fig. 6)
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5. Next, we will define two parameters: Customer ID and Agent ID to store the IDs of the objects we will read data from (Fig. 7, Fig. 8)
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6. To read the data, select an element, rename it, and choose the table to read from - in this case, it is Contact. Apply a filter by CustomerID and select only the necessary fields to prevent the process from slowing down. In our case, the required field is Full Name, but you can choose any of those fields. (Fig. 9)
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7. Perform the same actions for the second ‘Read Data’ element (filter by AgentID).

8. Next, you can begin adding ‘Agent possible answers'. As you work with this element, the ‘Generate Signal’ field will be automatically filled in. This field is important because it allows us to go to one of the script's branches, depending on the selected answer. Also you can choose the 'Style’ (color) of the button. (Fig. 10)
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9. The primary field in this step is 'What should agent say? It displays the information that agents need to convey to the customers. It can be modified through the formulas window. (Fig. 11)
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10. The text needs to be enclosed in quotation marks as the data is required to be in a string type. To obtain the value of an element such as the Customer Name, we must input the 'Full name' parameter in this location. (Fig. 12). To make it more convenient, you can include commonly used parameters in the process, which will result in a more compact and legible display. (Fig. 13, Fig. 14)
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11. To input this parameter, we must use the Formula element which simply enters the value of a given parameter. (Fig. 15). We indicate the location from where to retrieve the value and where to place it. (Fig. 16)
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12. Afterward, we may include several more Call Script User Task elements (in this instance, 3). To simplify the process, we can duplicate them. (Fig. 17)
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13. Moving from the initial step to the subsequent ones, we must draw a Conditional flow arrow, based on the selection we obtained during the first step. (Fig. 18)
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14. In case the Customer responds with 'Not interested', we can select the 'Is last step' checkbox. This will automatically include a 'Close' button, and we can connect the arrow to the end of the Call Script. (Fig. 19)
    Fig. 19