3.3 - More complex process maps

Christina Dechent
Christina Dechent
  • Updated

Now let's explore the advanced case we discussed in previous sections:

  1. Incoming call checking holiday and opening hours
  2. Interactive Voice Response (IVR) with three branches
  3. Time out if the call is not answered promptly

Below, you will find an almost complete flow chart for this process. 


⇒ The first part: Checking if the service opening time

  • Is your service currently on hoildays? If yes, proceed to the audio apologizing that the service is closed. If not, the call continues to the next decision point.
  • Is the call reaching the hotline within office hours? If not, it goes to the same sorry prompt as in the case of holidays. If the service is open it goes to the next decision point.


⇒ The second part: The IVR

  • The caller encounters a decision node: You can select 1 (Sales), 2 (Support), or 3 (Tech).
  • Based on the selection, the call is directed to one of the three wait queues, and the caller hears music while waiting.


⇒ The end of the call

  • At any point, the call may be answered. After the conversation, the call concludes.
  • Additionally, the duration of the call is monitored at regular intervals. If it exceeds the maximum wait time, the customer is guided to a sorry prompt, and the call ends.
  • As long as neither of the above conditions applies, the caller remains in the queue, hearing wait music.


Please note that this is just one way to illustrate the process. Sometimes, it may be preferable to represent specific scenarios rather than the entire flow. For example, consider the flow below:

The above scenario can be summarized in one sentence: "A caller reaches the hotline during operating hours, wishes to speak to Support, but the call times out."

This demonstrates how you can create scenario-based flow charts. Here is a list of all available scenarios:

  1. Holidays
  2. Out of business hours
  3. Selects 1 - call times out
  4. Selects 1 - call is bridged
  5. Selects 2 - call times out
  6. Selects 2 - call is bridged
  7. Selects 3 - call times out
  8. Selects 3 - call is bridged
  9. The customer hangs up before selecting the call reason

If you want to depict scenario-based call flows, you would need to create nine charts for the discussed scenario. It can sometimes be challenging to maintain an overview, so we always recommend creating at least one abstract overview of the call flow, even though scenario flows are easier to read.

So far, we have focused on the call flow. Now, let's explore how you can map automation and integrations.

Was this article helpful?




Please sign in to leave a comment.