Workflows represent process that your teams follow when they work. If you’ve got a QA process or a new one in mind for your QA team Voyc has a handy workflows feature that you can use. This article will guide through the process of creating workflows on Voyc.
Getting Started With Workflows
Within your channel settings, you’ll notice that a default workflow named the Voyc Standard Workflow, has been published in the channel. This workflow has two tasks: Evaluated and Coached. A workflow can be created in a channel on the platform and helps in organising QA processes. If you’d like to create a step-by-step process that your team must follow when they work on Voyc, go to the designated channel and follow these steps:
Click on Configurations and select Workflow.
On the workflow page click New Workflow at the top right-hand corner of your screen.
On the name and description fields, enter the name and description of your workflow and then click submit when done.
Your new workflow will now be found on the Drafts section of your workflows page ready for you to add workflow tasks.
Customising a Workflow
Now that you’ve created a workflow, you can start customising it to mirror your team’s process. You'll notice a few things before opening your new workflow: the task field has a number a zero next to it, indicating that the workflow has no tasks. To the right, there is a button for changing the status of the workflow to published, and next to it is a button for copying your workflow.
To customise your workflow, click on the workflow you have just created in the drafts section. Click Add Tasks to add your workflow tasks. If you’d like your team to start by grading calls assessed by Voyc, then make the first task Evaluate. Ensure that you mark all grading tasks as “grading” by clicking on the grading toggle. Next, add more steps based on your team’s process. For example “Team Lead Signoff” and “Coaching.” Once you’ve added all your workflow tasks click Publish. This will make your workflow visible on all the calls assessed in your channel.
🚀 Want to see your workflow in action? Check out out the grading panel within by opening one of your conversations. Simply click Start Workflow. Learn more about grading on this article.
Restricting Workflow Tasks
If you have specific individuals or teams assigned to particular workflow tasks, you can restrict those tasks exclusively to them. This means only those individuals or teams will handle those tasks. For example, if you have a team dedicated to grading conversations, you can restrict all grading tasks to them. Similarly, if you want only the Sales team to grade sales calls, you can assign those tasks solely to the Sales team.
💡Voyc Tip: You can request a workflow tasks report from our support team at support@voyc.ai to see which workflow tasks were completed in a certain period.
Frequently Asked Questions
Is it possible to edit a workflow while it’s set to active?
Is it possible to edit a workflow while it’s set to active?
No, you have to copy the workflow and edit it in drafts.
If a member of a team that has been assigned workflow tasks leaves for another department, will I need to update the workflow?
If a member of a team that has been assigned workflow tasks leaves for another department, will I need to update the workflow?
No, you won't need to update the workflow. Simply remove the member from the team in the organisation settings, and they will automatically be removed from all tasks assigned to that team across the platform. Here’s an article to help you learn more about teams on Voyc.