MiContact Center Business includes a number of default workflows. These workflows are based on common business scenarios and demonstrate how administrators can route email, chat, SMS, and open media from customers to the agents best suited to respond. These default workflows are generated by the system once media servers and queues are created. The workflows are located in Multimedia Contact Center’s Media servers and Queues panes, under the routing tabs, and can be modified according to the contact center’s business needs.
The following sections summarize the default workflows and explain how they operate. For ease of understanding, we recommend expanding the entire workflow and all annotations.