Managing groups of outcomes in ProjectFlow

The order that outcomes appear in the ProjectFlow for a project is the order that they will appear in the agent's interface. If the workflow for your project requires a lot of outcomes, it may make it easier for your agents if they are arranged intro groups. 

The above screenshot shows part of a ProjectFlow. In it, you can see:

• A group, called "This is a group", which contains two outcomes.
• This is followed by an outcome outside the group, called "Outside the group".

Looking at the agent interface, that order will be the same when the agent selects an outcome for a call in that project:

Working with groups

Creating groups

You can create as many groups as you need, but all groups are at the same level, you cannot have groups within groups.

To create a new group, in the ProjectFlow for your project:

1. Click the plus icon at the top level of the flow, to the right of all of your existing outcomes, but before the outcomes for Busy and Unanswered calls.

In the New node, 

2. Click the New drop-down list and select Group.
3. Type a Name for your group.
4. Click the tick icon to create the group.

Creating outcomes in a group

You can create an outcome directly into a group:

1. Click the plus icon under the group node.
2. Click the New drop-down list and select Outcome.
3. Type a Name for your outcome.
4. Click the tick icon to create the outcome.

You can then add actions to the outcome as normal.

Outcomes from other projects

If you have created an outcome in another project, you can reuse it in the current ProjectFlow:

1. Click the plus icon under the group node.
2. Click the New drop-down list and select Outcome from list.
3. Click the Name drop-down list and select the name of the existing outcome.
4. Click the tick icon to create the outcome.

The outcome will be added to the current ProjectFlow, including its existing actions.

Moving existing outcomes into a group

You can move outcomes into or out of groups, and rearrange the order of outcomes using drag and drop:

1. Click on an existing outcome and drag it to the correct new location.

Undo and Redo

ProjectFlow supports Undo and Redo for edits, with a memory of 500 edits. Click the buttons in the bottom right of the ProjectFlow screen, or use the keyboard shortcuts.

Save changes

Once you are happy with the changes to the ProjectFlow:

1. Click the Save button in the top right to save the changes.