UNIVERSAL WORKFLOW-BASED ROUTING

PROBLEM TO BE SOLVED: To facilitate the creation and achievement of workflow templates and the designation of linkage between the templates and projects dealing with media type processing different from the templates.SOLUTION: The workflow templates are used to automatically generate user interface views to be used by agents, knowledge workers, supervisors and customers. The workflow templates provide means for creating, defining and storing the name and definition of each workflow item and "trigger points" for each workflow item. The trigger points in which a document is used are also determined even when creating the templates. In creating the workflow templates, the administrator instructs the system to save scripts associated with the templates. Thus, it is possible to automatically generate documents or logic flows consistent with the target media type for anticipated interactions with customers.