At Authenticx, a workflow represents an action triggered by something uncovered during a conversation that requires additional attention. In other words, you can think of a workflow as a conversation that is being escalated for additional review.

Workflows can be initiated for various reasons, such as a quality score falling below a set threshold, specific responses to evaluation questions, or the detection of an adverse event. In the Authenticx platform, an evaluation must be completed in order to trigger a workflow in all cases except with our Safety Event model.

If a workflow is triggered, an email notification is sent to the designated user or team for further review. For example, if an adverse event is detected, a workflow can be triggered, and an email sent to your pharmacovigilance team with a link to review the interaction.

To see current workflows, navigate to Workflows.

Once there, you'll see the workflow queue, including details like the workflow owner, hierarchy, status, priority level, and other relevant information. This view provides a report-like overview of all active escalations.

You can also use the Workflow Overview chart to see the count of High Priority/Normal Workflows, or to see the count of Workflows that are In Progress/Closed/Overdue, by toggling to the Status view.

In the Authenticx platform, there are three types of workflows: