Playbook activity state mapping

Use playbook activity state mapping to override the status of a playbook card.

A playbook card’s state comes from the Activity State by default. Activity states come from the Sub Flow or Flow Action powering the activity.

Activity Definition authors can specify a records to provide the status shown in playbook cards. This record is referred to as an Experience Status Record. It is specified within an Activity Definition’s experience properties.

[Omitted image “activity-definition-tables-records.png”] Alt text: Tables and records for an activity definition

Any record from any table can be used as an Experience Status Record. Default activity definitions use sys_flow_data records as their Experience Status Record.

[Omitted image “playbook-activity-card-states.png”] Alt text: Playbook activity states shown in card view

Default Activity States

Status Flow State Pending Flow has not started Ready Flow is In Progress Flow is running Complete Flow has finished Skipped Flow was skipped due to conditions Error Flow encountered an error Canceled Flow was canceled

Activity states are used in the following:

• Declarative Action conditions

• Activity Override conditions

• Animations

• Card visual experience

Exceptions

Business logic doesn’t always align one-to-one with the flow. The following are examples of exceptions:

• An agent clicks Skip on an instructional card. The flow displays as complete, but the business logic is skipped.

• A flow may never complete if a task is waiting for input from an agent to restart a loop. The associated task is effectively complete in this state.

• Playbook activity state-mapping rules
  Map playbook activity states to states from the given experience record.

• Playbook activity state-mapping permissions
  User permissions must be assigned to allow agents to complete or skip activities in playbook using activity state mapping.

Parent Topic:Stages and activities