Interaction Process Diagram Blocks

The following blocks can comprise an interaction process diagram (IPD):

Interaction Queue block to define or select a multimedia (non-voice) interaction queue in an interaction process diagram and to create Views, which defines conditions for pulling interactions out of the queue for submittal to workflows.
Media Server block to get interactions of a particular media type (other than voice) into an interaction process diagram.
Workflow block to point to a workflow resource (workflow diagram or SCXML file) to which interactions should be sent for processing.
Workbin block to define a temporary storage area called a workbin, which is accessible from the agent desktop.
Flow Control blocks to support multiple views per interaction queue, the following Flow Control blocks are available when creating an IPD: Branching, ECMAScript, Log.
Workflow-Generated Blocks

Working with IPDs

Information on working with IPDs is presented below.