I'm new to Work Flow. I'm trying to find whether WF provides a solution to my problem.
I'm working on a solution for a refund process. The customer calls the call center. The agent looks at the customer's record and issue a refund - if the amount is less than $5. The customer can't give a refund over $5, so he can only make a request to the
supervisor. The supervisor can approve or reject his request. The agent calls the supervisor to his cubicle. The supervisor enters his secret code and approves the request. Also the agent can't give more than he is allotted for a day like $25. In that case
also, the supervisor has to approve the agent's request.
The agent uses a web based application. This front-end application calls a WCF service hosted in a different office. The service can respond to the front-end status like (1) timed out (2) rejected (3) approved (4) investigation. The service gives a status
of 'investigation' because there are some steps that the customer has to follow has not completed - like the office has not received the mail-in rebate form.
Now to the solution. I have to bring some efficiency in the communication between the agent and the supervisor. The supervisor does not have to run to each agent to approve the request. Secondly the 'timed out' and 'investigated' requests need to be processed
in 24 hours time again and n
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