Introduction 

Guided Workflows streamline business processes by automating inputs and actions based on predefined flows, enhancing customer service efficiency and satisfaction through structured agent guidance and self-serve capabilities. And with the help of Guided Workflows, we can trigger predefined Call Controls action with just one click of a button 

Business Case 

• If a brand seeks to implement automation or establish predefined parameters based on call control actions, which can be done via GP 

• Reduce clicks for agent for repeated actions (transfer / conference on a click) 

Functionality and Workflow

1. When an agent is on call with the customer, an agent can trigger Guided Path from the care console. Let’s assume in this case, the agent triggered the Guided Path from the button that is present on the care console at the top. 

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NOTE: Agent can also trigger Guided Path by searching the name of Guided Path if agents have the permission to view the “Smart Assist” 

2. As soon as agent clicks on the button, the Guided Path will be executed and the pre-defined set of actions that was configured in the Guided Path will be completed, and agent will see the snackbar notification at the bottom of the screen 

3. Assuming the Blind Queue Transfer is configured in the Guided Path, the call will be redirected to another agent from the same queue that is selected in the configuration, and he/she will receive the call pop up now