Real-time workflow monitoring enables automatic status tracking notifications for task assignments and standardized analysis of process performance to achieve predictable operational outcomes through documented execution.
Ticket-driven vs. process-driven workflows
Ticket-driven workflows function as independent communication threads initiated through various channels:
- Email to a designated address
- New conversation on a social platform
- Phone call
- Website or application chat message
The typical ticket-driven workflow follows this pattern:
- Queue management: The incoming request enters an unread queue for processing
- Triage assessment: An agent evaluates whether the request can be handled directly or requires specialized team involvement
- Information gathering: Additional context collection if initial information is insufficient
- Issue resolution: Providing response and solution to close the ticket
- Optional root cause analysis: Investigating underlying issues that may require product improvements
- Optional feature consideration: Evaluating if the issue indicates potential product enhancement needs
- Optional knowledge base update: Reviewing whether documentation requires updates based on the query
This model often presents several limitations:
- Steps 5-7 frequently remain unaddressed
- Customers lack visibility into ticket status and progress
- Manual follow-up is required when responses are delayed
- Service quality depends heavily on individual agent decisions
Process-driven workflows transform ticket handling into structured processes with defined paths and accountability mechanisms. Key characteristics include:
- Structured intake: Using standardized forms for initial categorization
- Pre-triage routing: Direct routing to appropriate teams based on issue type
- Automated knowledge integration: Systematic application of knowledge base resources
- Cross-functional engagement: Defined involvement from relevant departments beyond support
- Continuous improvement integration: Systematic connection to product enhancement processes
- Procedural consistency: Standard handling across all customer interactions
- Follow-up assurance: Automated reminders prevent overlooked steps
- Scalable processes: Clear ownership and next actions at each stage
- Transparent progress tracking: Visual status indicators for all stakeholders
- Customer visibility options: Selective process visibility for external participants
- Systematic improvement cycles: Structured evaluation of recurring issues for product enhancement
- Documentation enhancement: Systematic review of knowledge base adequacy
The platform enables creation of standardized process templates through AI assistance document digitization multilingual support responsive design compliance tracking continuous improvement framework maintenance scheduling analytics integration and conditional logic capabilities.
Open Api > Combining RPA systems and human operators
Tallyfy serves as a unified orchestration platform that seamlessly connects RPA systems with human workflows to enable complete process automation while maintaining visibility and accountability throughout the entire business process.
Rule-based automations in Tallyfy enable efficient workflow management by monitoring conditions executing actions making decisions routing tasks and modifying processes automatically based on predefined rules and triggers.
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