Processes

Requirements: See Interaction Process Automation.

A process is a defined, ordered series of actions taken by Customer Interaction Center and CIC client users to achieve a specific end result. CIC client users are prompted to complete work as part of a process. Processes can also perform actions that involve accessing web sites. For example a process could access a website to look up required information, such as a vehicle’s VIN number. The administrator who designs a process determines what actions occur during a process.

For example, your company could have a loan application process that requires several steps. These steps are performed by different CIC client users or automated Customer Interaction Center functions. The process includes actions for collecting, verifying, and evaluating information in the loan application, making a decision to accept or reject the application, and finally notifying the applicant of the decision.

If you have View Process IPA User Rights, you can:

• Add Notes to a Process Instance

If you have an IPA User License and the appropriate IPA User Rights, you can do any of the following:

• Associate an Interaction with a Process

• Display the Search Process View

• Launch a Process

• Remove a Process Association

• Search for a Process

• View Process Details

Related Topics

Working with Interaction Process Automation

Interaction Process Automation Terminology

Work Items