Enterprise automation

As mentioned, role-based queues contain one or more ‘jobs’ encapsulating attributes that provide job type and context-specific information to one or more members of staff occupying the role associated with the queue. New jobs appear to all users with access to the queue until they are accepted by a staff member, so staff see jobs assigned to them and unassigned jobs.

When a staff member clicks on a job from their queue, they are taken to the Job Information Form, which contains all of the information needed to execute the job, whether it be an administrator reviewing a product return or a dispatcher reviewing their route. The form also contains quick links to review the customer’s registration and order details, etc.

Management reports (using built-in Audit Logs) can be created for every Job Status change, allowing analysis of how long average customer journeys (business processes) are taking, reviewing exceptions, etc. This will prove useful to maintain SLAs and assess business and individual staff member's performance too. Not least this is also invaluable for optimising these processes and following up complaints, etc.

The job may provide links to the ‘process object’ itself, e.g. an Order placed on the web site, as shown. In this example,  the administrator is required to confirm and update order details, make contact with the customer if needed and apply a discount, or just confirm and process it to the next stage, etc. In many contexts staff intervention isn't required until despatch but the system lets you decide and content manage all of the workflows.

Once the Job is executed by the person dealing with it, they will add any notes or supplementary information needed and this will change the status of the Job to complete. Changing the status of the job creates a new MA event and automated execution of the appropriate MA journey(s) related to the process, effectively this allows the Automated Workflow managing the specific process(es) to pass to the next stage(s) or to complete execution.

The next stage of the journey might create a job in a different queue (i.e. assigned to a different role), e.g. ‘Customer Support Job’ validates a product and the system then creates a new Job to ‘Warehouse’ to deliver a replacement. Potentially complex workflows, customer notifications, wait periods, branches based on order value, etc can all therefore be fully automated.

All aspects of this system are content managed inside AI, meaning that you can create whatever new jobs and workflows that are needed for launch and post release.