Orchestrator Workflows

Orchestrator workflows automate and coordinate tasks across different systems and applications. They ensure that processes are executed in the correct sequence, enhancing operational efficiency and reducing manual intervention. Workflows can include tasks such as data processing, notifications, approvals, and system updates, all integrated to achieve a seamless end-to-end business process.

Create an Initial Workflow

Creating an initial workflow is streamlined with an AI copilot interface, allowing you to build manually or ingest data. Configure data points, preview, and refine the workflow through prompts. Use the drag-and-drop interface to manage tasks efficiently.

Steps to Create a Manual Workflow

Build a workflow from scratch or use a template based on your business segments.

To create a manual workflow:

Click the app selector and select Orchestrator.
Click the New button to create a new workflow.
In the Copilot chat panel that appears, select Create Workflow Manually.
Drag-and-drop available tasks from the left-hand pane into the workflow.

Steps to Create a Workflow by Ingesting Available Data

With this option, copilot informs you about the available data points (for example, transcripts, screen recordings, web visitor data). Make sure that these data points are set up in the CXone Mpower Topic AI Editor. If not, these data points will not be present in the interface.

Click the app selector and select Orchestrator.
Click the New button to create a new workflow.
In the AI copilot chat pane that appears, select Create Workflow by Ingesting Available Data.
Specify the date range and the data set (web domains for web visitor data or skills and other criteria for contacts).

Copilot shows the number of threads it can bring together from the data points and initiates a preview on a smaller set of data.
(Optional) Enter further prompts in the copilot chat pane to refine the workflow (for example, separate one task into two and create a new branch) and then proceed to the draft stage.

After data ingestion, the full-fledged workflow is displayed, showing all the associated branches and their respective outcomes.
Drag-and-drop available tasks from the left-hand pane into the workflow or make changes using prompts in the Copilot chat panel.

Tasks

Tasks in Orchestrator are individual units of work within a larger workflow. Each task represents a specific action or set of actions that need to be completed. Tasks are coordinated by the Orchestrator to ensure they are executed at the right time and in the correct order. Tasks can be either manual, decision, or connector.

Manual Tasks

Manual tasks are common activities performed in both back-office and front-office environments. These tasks require human intervention and are not automated. Some examples of manual tasks are processing customer requests, handling administrative duties, performing data entry and validation.

To configure a manual task:

Drag and drop the manual task from the left panel into the workflow.
Specify the details and instructions for the task.
Assign the task to the appropriate user or group.

Decision Tasks

Decision tasks allow the workflow to check specific conditions and branch accordingly. These tasks create dynamic workflow paths based on predefined criteria. Some examples of decision tasks are routing customer inquiries based on priority levels, triggering different actions based on the value of a data field, splitting the workflow into multiple branches based on customer behavior.

To configure a decision task:

Drag and drop the decision task from the left panel into the workflow.
Define the conditions to be evaluated. For example, any if-else statements.
Specify the actions to be taken for each condition.
Ensure that the workflow branches are correctly configured to handle different outcomes.

Connector Tasks

Connector tasks are automated tasks that are executed within CXone Mpower or through other integrated systems. These tasks utilize APIs and connectors to perform actions without human intervention. Some examples of connector tasks are updating customer records in a CRM system, sending notifications through an email service, retrieving data from external databases.

To configure a connector task:

Drag and drop the connector task from the left panel into the workflow.
Select the appropriate connector type (CXone Mpower applications, 3rd party applications, or custom connector).
Configure the connector settings, including API endpoints, parameters, and security credentials.
Test the connector to ensure it functions correctly.

Test and Publish the Worklow

Testing and publishing a workflow involves executing tasks to verify accuracy. Once confirmed, publish the workflow and assign a version for tracking.

To test and publish a flow:

Click the Test button at the top right. Workflow starts executing tasks one after another.

The workflow will highlight whether each task was passed successfully and whether a response from within CXone Mpower or a 3rd party solution was received.
When the results appear satisfactory, click the Publish button to publish the workflow.

A version will be assigned to the workflow and made visible.

Reporting Widgets

The My Workflow Insights dashboard provides several reporting widgets to help monitor and optimize performance. By understanding and utilizing these features and insights, you can effectively manage and optimize your workflows.

Daily Volume

Displays the total number of interactions processed.

Workflow Overview

The Workflow Overview provides a summary of key workflows and their performance based on following parameters:

Volume: The total volume of interactions that a particular workflow handles.
% of all: The proportion of the total number of workflows that a particular workflow represents.
Automation Contain %: The percentage of interactions that are successfully handled by automation without requiring human intervention.

Customer Engagement KPIs

First Contact Resolution: The percentage of interactions resolved on the first contact.
Automation Containment Rate: The percentage of interactions successfully handled by automation without human intervention.
Average Sentiment: The average sentiment score from customer feedback.

Monitor the Workflow

You can utilize the reporting tools within Orchestrator to continuously assess the effectiveness of the workflow.

To monitor the workflow:

Go to the detail view of the workflow and select the relevant metric or filter.
Select one of the custom filters to highlight a specific part of the workflow.
In the Copilot chat panel you can ask copilot to provide KPI information covering the specified metric or filter.
Using the Copilot chat panel, save the widget to your dashboard.

You can optimize the workflow by utilizing copilot to research possible optimization opportunities. Ask about specific KPIs over a particular period and how they could be improved. Copilot will provide several options in the written form.

Optimize a Workflow

Ask Copilot about specific KPIs over a particular period and how they could be improved. Copilot will provide several options. Copilot leverages historical records and industry best practices to suggest improvements, ensuring that the recommendations are both data-driven and aligned with proven methodologies. This comprehensive approach helps identify the most effective strategies for enhancing performance and achieving optimal results.