Experience Modeler

The Service Experience Modeler is where a contact center administrator sets up an agent or self-service experience workflow. Working with mostly product management and at times engineering we had to decided how the user was going to add human steps or automated steps to jobs, map values to the steps, branch to different jobs based on this data mapping, assign users and groups to jobs, along with much, much more. The first day I was brought in it took 6 hours to explain was going to be built using Ajax like software from WaveMaker. The over all visual design for this section was completed before I was brought in to help with the numerous interactions.

This is the second Service Experience Modeler screen involving just one of many user interactions. Here the user has just clicked the “Pick a Step” button and the grid on the top then changes to the blue seen here, indicating to the user an action can be done there. The user than clicks on a previous step and the data mapping for that step is now populated in the area in the bottom to choose from. The user completes the data mapping by clicking save and the area at the bottom changes to a table display listing all the completed mappings. The user can than click on any item in the table to edit that item, which brings them back to this screen.