Creating a contact flow

Since we are getting deeper into call center deployment, it would probably be an excellent time to set the stage a bit more about what my demonstration call center will look like. To do this, we will need to cover some of the business objectives to be accomplished. These objectives will be some of the items that would be uncovered by the processes we discussed in Chapter 2, Reviewing Stakeholder Objectives.

In my scenario, I'm creating a call center for a hospital. It has been a common theme so far, so it seems fitting to continue with it. We will not work with any advanced features such as integrations or sentiment analysis for this phase of the implementation, but will add those features as we progress through the book. For this chapter, these are the criteria that we will be working with to deploy contact flows:

Feel free to use these criteria or invent your own. Try to stay close to the preceding design, as a significant...