Case
Use the Case activity if there are multiple possibilities or outcomes at a certain decision point in your call flow.
For example, you can use a Case activity to define different screen pops for different agent teams depending on the team name. Each Case becomes a branch from which you define the appropriate paths. The flow proceeds down the path that evaluates as true for a particular instance of the flow. Each Case activity has a default that the system uses for any undefined case. If none of the cases are true, the default Case is evaluated as true and the flow proceeds along that branch.
The following sections enable you to configure the Case activity:
General Settings
|
Parameter |
Description |
|---|---|
|
Activity Label |
Enter a name for the activity. |
|
Activity Description |
(Optional) Enter a description for the activity. |
Case
|
Parameter |
Description |
|---|---|
|
Variable |
Choose a variable against which you want to evaluate the different cases. Choose the variable from the drop-down list. |
|
Expression |
Enter an expression to evaluate the different cases against. Use the Pebble Template syntax to define the expression. For more information on the Pebble Template Syntax, see Pebble Template Syntax. |
|
Case |
Defines the different cases to compare to the variable or expression. You can add up to 20 case statements per activity. Click Add New to add a new case statement block to compare against a static value, a variable, or an expression. If you use a variable or expression, use the Pebble Template Syntax. For more information on the Pebble Template Syntax, see Pebble Template Syntax. |
|
Output |
Description |
|---|---|
|
True |
Path to take if the condition is met. |
|
False |
Path to take if the condition is not met. |