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.
ℹ️ Read Workflow Overview to learn more.
To review a workflow, follow these steps:
Navigate to Workflows
You can access workflows either directly through the Authenticx platform or via the email notification sent when a workflow is assigned to you.
From the email notification, click Review Workflow to be taken directly to the specific workflow that requires your attention.
To access through Authenticx platform, select Workflows.
Select the Workflow
Click View in the Workflow column for the specific workflow you wish to review.
Review the Conversation
At the top of the page, you’ll see any Levels that the Workflow has. You can click on any past Level to see the Workflow history.
The Workflow Trigger section pulls in the evaluation question(s)with answer tag(s) that triggered the Workflow.
Listen to the conversation and make adjustments as necessary:
Add or edit answer tags if the original tags are incorrect, upon your review.
If needed, click View Evaluation in the upper right corner to access and review the evaluation linked to the workflow.
Complete the Workflow
After reviewing, input any information into the bottom Workflow Review section.
For APT Workflows, you will have options to End Workflow or Advance Workflow. Only end the Workflow if you are certain this Workflow should be closed out.
For Score Escalation and Dispute Evaluation Workflows, click Submit when you are done reviewing.
If you are the final reviewer, click Complete to finalize the workflow.
ℹ️ Learn more about Workflows:
Workflow Overview
Set up a Workflow