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Workflow Alert Escalation

Overview

This section covers how to create a workflow that reacts when a specified alert condition is triggered.

Instructions

Log onto the Omni Intelligence website and navigate to Workflows -> Create New.

A new screen will appear. On the left are properties for the workflow, and on the right hand side is the logic that it will operate on.

We will begin by configuring the properties. Give your workflow a name, set the Alert Type to one which you have created, and set the operating hours on which you want this workflow to be enabled.

Scheduling Alerts

Alerts can be scheduled to detect activity during specified operating hours.

In this example, for our Workflow 'Too Many Calls Waiting', we have configured it to be operational from 9am to 5pm on weekdays only.

Click here for more information about scheduling alerts.

Workflow Workspace

On the right hand side of the screen is where you can construct the sequence and order of the workflow. In most cases (on the right hand side) if you hover the mouse over a block, it will generate a tool tip.

If you click on each menu item, a panel will appear with operators. you can then drag and drop those operators to the workspace on the right.

What's Next?

Now that you have an understanding of the basic layout of a workflow, let's have a look at the various components used to build a workflow, and how we could utilize them to automatically perform various activities.

Click here when you are ready to move on.