Mitel CX Digital default workflows

Mitel CX 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 Mitel CX Digital’s Media servers and Queues panes, under the routing tabs, and can be modified according to the contact center’s business needs.

Mitel CX Digital includes the following default workflows
  • Default Email Inbound
  • Default Email Inqueue
  • Default Chat Inbound
  • Default Chat Inqueue
  • Default Chat Response
  • Default SMS Inbound
  • Default SMS Inqueue
  • Default Open Media Inbound
  • Default Open Media Inqueue

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.

To expand the workflow
  • Click the Expand All button.
To expand all annotations
  • Right-click the workflow and select Annotations… > Show All.
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