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            Configure Path Settings for Engagement Interactions in Contact Center

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            Configure 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.

            Required Editions

            Available in: Lightning Experience

            Available in: Enterprise and Unlimited Editions with Health Cloud
            User Permissions Needed
            To use the Contact Center for Health Cloud Contact Center for Health Cloud permission set
            1. From Setup, in the Quick Find box, enter Path Settings, and then select Path Settings.
            2. Click Enable.
            3. Click New Path.
            4. In the Name Your Path and Choose an Object window, add the following details.
              1. In Path Name, enter Engagement Interaction Path.
              2. In API Reference Name, Engagement_Interaction_Path is auto-populated. Keep it as is.
              3. In Object, select Engagement Interaction.
              4. In Record Type, leave the default value, –Master–.
              5. For Picklist, select Status.
              6. Click Next.
                Engagement path details added for Path Name, Object, Record Type, and Picklist.
            5. In the Select Fields and Provide Guidance window, add fields for each status value.
              1. Click Add/Update Fields.
              2. Move fields from the Available column to the Selected Fields column.
              3. Add guidance for success.
              4. Save your changes.
            6. Click Next.
            7. Select Activate Your Path.
            8. To display a celebratory animation when users complete the path, select Enable Celebrations, and add these details:
              1. Select the picklist value for celebration.
              2. Select a Celebration Frequency.
              3. Click Finish.

            See Also

             
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