Flow Designer is Lynn's main flow design interface, in which the most important aspects of interaction flows are controlled, such as modeling self-service, cognitive design, channel management, exploitation of external services, referrals to chat engines, and much more.
The Flow Designer mainly covers the following elements:
Design Boxes: Intentions, Cases,Actions
Layer or Work View Selector
Session Management Module
Flow Validation Tool
Production Step Management Tool and Image Generator
Within the existing actions in Lynn to incorporate functionalities, some components stand out for their degree of functionality:
Integration with Chat Engines
The Routing Box currently contemplates the possibility of connecting to the following engines: LMC, Genesys Cloud, Genesys Pure Connect, Genesys Pure Engage, Live Person, with the capability of managing referrals to specific queues with progress data and management of additional resources such as time inactivity warning messages among others.
JSON Web Request Component
JSON Web Request is an action that allows the incorporation of external services exposed in REST format and with the ability to transact JSON structures, through web calls according to the HTML verbs of the standard.
JSON Parser Component
This action is oriented to the rescue of variables that are registered within a JSON, using the JPATH query nomenclature to explore the values of the JSON similar to XPath in the case of XML. The value taken from the structure will be loaded into a selected variable or entity.
Adding CORE methods and description.
Flow Development Logic
To design flows in Lynn it is necessary to understand the I-E working model where intentions are specific action scopes and entities are developed in them until their conclusion, this model is mainly oriented to be compatible with cognitive models but it is very well adapted to the elaboration of linear and visual IVR auto-attention flows.
Good Practices Associated with Designing Flows in Lynn
Structuring a flow can become a complex task if we do not organize our proposal, for this it is recommended to implement some of the following tools and design suggestions:
Customize the work spaces in different views or layouts by dividing complex flows into smaller groups according to their functionalities, this tool is also useful when working in teams in different intentions.
Steps to Production
Ensure model preparation before making a step to production (PaP), for this functional tests must be performed in the testing environment and validate the flow with the validation tool incorporated into the designer until it does not present associated errors, make a state save or image of the production environment flow in order to be able to restore its status in case some parameter or functionality differs in behavior on its PaP. Social network channel configuration is not subject to production step.
Lynn incorporates a notification module incorporated into its application management system with this you can configure alarms associated with the administration of message quotas associated with the tenant and subscription. Activate notifications on the application administrator profiles and stay informed of the status changes and business deadlines.
Similar to business notifications, proactive notifications are aimed at setting alarms about changes in application administration, system general notifications such as changes in the platform status, etc. These notifications can be delivered in Teams or Telegram directly by associating a registration code to the automated alarm system in that channel.
The session manager is a tool that allows the visualization of active sessions per tenant in the selected environment, the tool allows the elimination of the selected sessions and also the activation of the session capture mode that initiates the Lynn designer's Debug mode.
The notes integrated in the Lynn designer is a tool that enables a writing space to leave our design notes or general observations of a flow. Very useful to document certain aspects of the design or specific business conditions for testing or other purposes.
Lynn incorporates within its resources an integrated flow Debug module that when activated on a session is capable of managing an extended run that allows the step-by-step visualization of the actions and parameters that Lynn is executing.
To activate it, locate the simulator icon in the toolbar and then click on the debug icon as shown: