Increase Map Versatility with Flex Tracks

Release Update: Expect rolling release to begin for all admin users starting December 30th.

One of the challenges agents face when working with a defined process map is that not every lead has to be managed using the same tasks that the map requires. Some patients will require lab tests that others won’t and others have special circumstances where an unusual diagnostic test may be required.

Circumventing a process or using a workaround is frustrating for agents and introduces limitations into your processes. That’s why we have introduced Flex tracks, a new type of track that allows greater control over individual map customization without working against your business requirements.

What’s a flex track?

Flex tracks are similar to standard with the exception that they allow the agent to customize the steps included in the track by adding or removing them for an individual lead.

When would I use a flex track?

Flex tracks are most useful when used to avoid having to set up a new map for a process that only differs slightly from another one.

For example: Your practice provides three surgical procedures that have an identical intake process with the exception of the pre-surgical testing required. You had considered creating three different maps but realized that using a flex track you could add all of the pre-surgical tests to the track and then remove the ones that the lead did not need once the type of surgery was decided.

A flex trigger can be used to make the step selection for you automatically based on the value of a field, mirror step or conditional trigger. Learn more

How do I set up a flex track?

Flex tracks are created by administrators during map definition.

Add a flex track Adding a flex track

  1. From the maps page
  2. Select add track
  3. Enter the track name
  4. Select the track type (task or video)
  5. Check the flex check box
  6. Select the track color
  7. Click Save

Flex steps are also created by administrators during map definition.

Add a flex step Adding a step to a flex track

  1. From the tracks page
  2. Select add step
  3. Select the step type that you wish to add
  4. Complete the appropriate fields
  5. Check the lock checkbox to prevent the step from being removed from a flex track

Click Save

How do I use a flex track?

Agents modify steps in flex tracks like this.

Using a flex track Adding and removing steps from a flex track

  1. On the lead record. A flex track will display a edit steps link in the right upper corner of the steps panel
  2. Click edit steps
  3. The step control will open displaying any steps that can be added or removed from the track
  4. Check the steps to display in the steps panel
    Click save

How many flex tracks can I have in a map?

There is no limit set by Influx. Practically speaking, you would only add a flex track when you really need one. If all of your tracks are flex tracks then you create a problem for business reporting. If you want to report on a step that is removed in half of your leads, the results will not be very useful.

Can an administrator stop specific steps being removed from a flex track?

Yes. When setting up the flex track, an administrator can lock specific steps within the track so they cannot be removed. These steps do not display on the step control when opened by an agent.

Why can’t I remove mirror steps?

A mirror step is placed in a track to ensure a reporting metric is captured. Because it is required for the report to be accurate, it cannot be removed from a track.

Is there a faster way of modifying a lot of leads at the same time?

In some circumstances you may wish to modify the steps a lead follows based on information collected within Influx such as the surgery type or the insurance. This can be achieved using a flex trigger.

What happens if a trigger is attached to an unused step in a flex map?

As you may recall, triggers can be attached to the open and close events of steps. When a flex track opens, all of the steps associated with the track will open. If a trigger is attached to the open event of any step in the map, it will activate. However, if a step is removed from the flex track either manually or using a flex trigger, the step will have no close event. Any trigger attached to the close event will not activate. Steps that are not removed will behave normally and the close event will fire when the step is completed.

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