Workflow Role Concepts

Roles

Workflow roles identify permissions and responsibilities to ensure that

1. The agent is guided through the process at a level that is appropriate to their experience
2. Only agents with the necessary permissions and knowledge are able to perform activities and tasks within the workflow

The individual task flows within activities can be designed to be more guided (showing more guidance notes and explanation) when the agent performing the activity has the 'Junior Analyst' role, but give far less guidance when the agent has the 'Senior Analyst' role.  The tasks are appropriate to the role of the agent.

The workflow designer can identify the roles that can interact with the workflow as it proceeds.  This can be both in terms of which role(s) is able to perform an activity as well as the ability to transition to another activity.  For example, you can choose to only allow users with the 'Supervisor' role to move into an escalation phase.

Using roles in this way allows workflows to be controlled and guiding at the appropriate level without having to refer to individual agents.  Instead an agent will be able to perform the role via their assignments (see below).

To manage roles, click the 'Roles' button in the Flowset Configurator header bar.  You will be presented with the list of defined roles.

See Configuring Workflow Roles for details about defining Workflow Roles.

Assignments

Once roles have been defined, they will need to be assigned to your agents.  Assignment of roles to agents can be

• Directly assigned to the agents
• Assigned via groups - any agent belonging to the assigned group will have the role.
• Assigned via Zendesk Custom Roles - any agent with the assigned Zendesk Custom Role will have the role.

Each agent can be assigned to multiple roles.

When an agent performs a workflow on a ticket, they will be able to interact with the ticket based on the roles that have been assigned to them.  If they come to a point where they are unable to perform an activity (because they don't have the required role), then another agent (who does have the required role) will need to take over, or the agent will need to be assigned to the required role.

In this way, a fixed workflow definition can be accessed and performed by different agents by modifying their role assignments.

See Configuring Workflow Role Assignments for details about assigning workflow roles to agents.