Health Cloud Administration
jConfigure Path Settings for Engagement Interactions in Contact Center
Help contact center agents view the progression of patient interactions, from the
initial call to identity verification and resolution. Set up a path to display the status of the
engagement interaction.
|
Available in: Lightning Experience Available in: Enterprise and Unlimited Editions with Health Cloud |
| User Permissions Needed | |
|---|---|
| To use the Contact Center for Health Cloud | Manage Contact Center for Health Cloud |
- From Setup, in the Quick Find box, enter Path Settings, and then select Path Settings.
- Click Enable.
- Click New Path.
-
In the Name Your Path and Choose an Object window, add the following details.
- In Path Name, enter Engagement Interaction Path.
- In API Reference Name, Engagement_Interaction_Path is auto-populated. Keep it as is.
- In Object, select Engagement Interaction.
- In Record Type, leave the default value, –Master–.
- For Picklist, select Status.
-
Click Next.
-
In the Select Fields and Provide Guidance window, add fields for each status value.
- Click Add/Update Fields.
- Move fields from the Available column to the Selected Fields column.
- Add guidance for success.
- Save your changes.
- Click Next.
- Select Activate Your Path.
-
To display a celebratory animation when users complete the path, select Enable
Celebrations, and add these details:
- Select the picklist value for celebration.
- Select a Celebration Frequency.
- Click Finish.