DFC

Dynamic Flow Configurator Essentials

Build the DFC model behind a working phone line, then change a value and hear the next call behave differently without touching the flow.

Intermediate90 min21 pagesCaylent CX Team
DFCContact FlowsAmazon Connect
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What you'll learn

  • Say what DFC buys you, from one change reaching every flow to permissions that fit the decision
  • Explain the DFC model, entities, items and paths, and why a flow asks for a path rather than a value
  • Create an entity, give it a schema, and add items to it
  • Use every field type that matters, including references and Connect resources
  • Build a child entity that inherits its parent's schema
  • Read a path from a contact flow and understand what the lookup returns
  • Build a contact flow that looks up your own entity and plays a field from it
  • Change a config item and hear the caller experience change on the next call
  • Work backwards from a caller experience to the entity, item and field behind it

Before you start

  • Access to the Caylent CX Portal with the DFC module enabled on the demo instance
  • Amazon Connect access to the same demo instance, with a softphone you can log into
  • Familiarity with Amazon Connect contact flows — you do not need to be an expert
  • No AWS account and no CloudFormation. The demo environment is already deployed, and the one page that opens Amazon Connect is optional

A lot of contact centre change is small: a holiday message, a different queue for one line, a prompt that needs rewording. Held inside a contact flow, each of those is duplicated per flow, changeable only by someone who can edit flows, and shipped by republishing.

Dynamic Flow Configurator (DFC) moves those decisions out of the flow and into configuration. The flow asks a question — “what applies to this caller?” — and DFC answers from data you manage in the CX Portal. The flow stops changing. The configuration does.

This workshop is hands-on against a demo environment that already exists. You will build the DFC model behind a working phone line, wire a flow to it, and finish by changing a value and hearing the difference on a real call. Nothing here requires an AWS account, though one optional page opens the contact flow in Amazon Connect if you have access to it. You never author a contact flow from scratch — the flows are provided.

Workshop contents

  1. 01Introduction
  2. 02Getting started
  3. 03Finding DFC in the portal
  4. 04Call the demo flow
  5. 05How a lookup works
  6. 06Change a prompt and hear it
  7. 07Reading the demo flow
  8. 08Create an entity
  9. 09Your first entity
  10. 10References and Connect resources
  11. 11Build a flow
  12. 12What the lookup returns
  13. 13Build a simple flow
  14. 14Exercises
  15. 15Advanced concepts
  16. 16Hierarchy and inheritance
  17. 17Import and export
  18. 18Permissions
  19. 19Change management and audit
  20. 20Setting up your own instance
  21. 21Clean up and next steps