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Managing a project's outcomes with ProjectFlow

Rob Edwards
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ProjectFlow is a powerful tool for viewing and managing your project's outcomes. This article introduces the tool and describes how to navigate it.

Opening ProjectFlow

To view the ProjectFlow for a project, in your Admin account:

  1. Go to the Projects page.
  2. Go to the Project list subpage.
  3. If necessary, search for the project you wish to edit.
  4. Click the three dots to the right of the project.
  5. Click the ProjectFlow option.

Navigating ProjectFlow

You will always see at least one project box, at the top of the ProjectFlow. You may see more, for example if an action moves a contact to a contact list associated with a different project.

  • Boxes with no icons, like A Project Flow Demo by Rob here, refer to projects. 

The project's outcomes are listed at the top of the ProjectFlow, directly under the name of the project. ProjectFlow will show all global outcomes first, then any project specific outcomes, finally, the outcomes for Busy and Unanswered calls. 

  • Boxes with yellow icons, like Potential here, are individual outcomes. 

Not all outcomes have actions associated with them. If an outcome does have actions, each will be shown in a separate box under that outcome.

  • Boxes with blue icons, like Set outbound number here, represent an action associated with an outcome.
Part of a ProjectFlow showing a project, an outcome and an action

Zooming and panning

By default, ProjectFlow opens at a zoom level that fits all the project's outcomes on screen. Depending on the number of outcomes you have, and the number of actions each has, you will likely want to zoom, or move around the view.

  • Click the button in the bottom left toolbar to zoom in, or the button to zoom out. Alternatively, use the scroll wheel on your mouse.
  • Click the button in the bottom left toolbar to return to the default zoom.

To move around your outcomes:

  • Click on any empty space in the chart and drag to move around.

Adding new outcomes

The project's outcomes are listed at the top of the ProjectFlow, directly under the name of the project. There are two circles with + buttons at the top level. 

  • The first, appearing to the left of the Busy outcome, allows you to add a new project specific outcome for an answered call.
  • The second, appearing to the far right of all other outcomes, allows you to add a new range for unanswered calls.
To add a new outcome for answered calls:
  1. Click the + button to the left of the Busy outcome.
  2. Click in the box to edit the outcome's name from the default New outcome.

To add a new outcome for a range of unanswered calls:

  1. Click the + button to the far right of the list of outcomes.

By default, the new range will begin from the next consecutive unanswered call after your existing ranges.

  1. Optionally, click the drop-down list to select the call number you want this new range to start from.

Adding new actions

To add an action to an outcome:

  1. Click the + icon underneath the outcome.
  2. In the new action box, click the Select action drop-down list and select the action you want to add.

The order you add actions in does not matter to ProjectFlow, but it can make it easier to read if you are consistent when adding actions. For example if you are going to use the Set outbound number action for an outcome, you might consider always making that the first action.

An outcome may only have one of each action type.
The following actions are available (note that not all actions are available for unanswered call outcomes):
  • Add to blacklist. Moves the contact out of the current contact list and adds it to a black list of your choosing.
  • Finalize contact. Marks the contact as finalised, meaning the automatic calling will not call the contact again.
  • Send email. Choose an email template. It will be sent to the contact when this outcome is selected. The contact will need an email address in their contact information.
  • Send SMS. Choose an SMS template. It will be sent to the contact when this outcome is selected.
  • Set outbound number. Select the number to be used the next time the contact is called. This can be the same number as for the current call, or any specific number associated with the current project. If your outcome does not include this action, or if the number you select is no longer available for any reason, the outbound number for the next call will follow the project's settings.
  • Set waiting period. Define a period during which the automatic calling will not call that contact, either on the number used for this call, or all of the contact's numbers.
  • Set calling time restriction. Define the time of day the next call can be made.
  • Create order. Attaches an empty order to this call for reporting purposes.
  • Move contact. Select a contact list for the contact to move to. If that contact list is associated with a different project, the contact will now be handled by it instead.

For more information about the settings for individual actions, see Outcomes - Creating and editing outcomes.

Deleting actions or outcomes

To remove an action attached to an outcome:
  1. Click the red x in the top-right of the action's box.

To remove a project specific outcome, or an outcome for a range of unanswered calls:

  1. Click the trash icon to the right of the outcome's name.

This will also delete all actions for that outcome.
You cannot delete a global outcome from the project flow, but you can hide it, making it unavailable to agents.
  1. Click the eye icon to the right of the outcome's name.
The outcome will show as Hidden in ProjectFlow, and can be restored by clicking the icon.

See ProjectFlow in action

Watch this video from the LeadDesk YouTube channel.

 

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