Map Tracks

As we discussed earlier, a map takes you from a starting point to an end point. However, as we all know, there is usually more than one way to get from one point to another and the track that you take depends on what you encounter along the way. Because a map is simply a container, the differences between maps begin at the level of tracks. A track is a segment of the workflow. A map can have any number of tracks that are necessary to move the lead from the start of the map to the end. The number of tracks required generally depends on the complexity of the workflow. Some maps require one or two tracks while others may need six or more.

Where a track begins and ends is over to you as you build your maps. There is no hard rule as to how the track should be structured. It is usually possible to break a map into stages or tracks based on completion of a milestone. That is, completing the track indicates that the lead has moved one stage closer to converting to a patient.

For example: A track might be initial contact and information sharing. The next track may be prequalifying insurance or attending a seminar and filling out a detailed history form. Consider completion of a track to show progress of the lead through your workflow and differentiate them from another lead who is in a previous track.

Tracks have to be completed in order. This brings us back to the concept of completing a track showing progress. You cannot start the next track until the previous one is complete.

If you think this sequencing may be unnecessarily restrictive, don’t worry. After we take a look at the various types of tracks that you can use, you will see how flexibility can be built into your workflow without sacrificing efficiency.

Understanding track types

Tracks have three types, each with a specific use. Let’s take a look at track types:

Standard Tracks

A standard track is a simple container for steps. It is suitable for use when a track is required only as a method for grouping related steps and providing a method for tracking the position of your lead in the workflow.

Video Tracks

Video tracks are used to group videos as part of the workflow. Instead of being a container for task steps, video tracks contain video steps.

Flex tracks

As the name suggests, flex tracks offer a degree of flexibility in the way that the steps it contains are treated. You may recall that while steps do not have to be completed in a particular order, they do have to be completed before the lead moves to the next track.

A flex track allows the agent to add or remove steps from the track if they are not needed for a specific leads workflow. This is an immensely powerful tool for customizing tracks to each lead or types of lead. If the process of customizing a track for every lead seems tedious, don’t be concerned. Later we will learn about customization your flex track with workflow automation.

Adding a track

Because tracks are created inside a map, the first step in creating a map is to select the map you wish to add the track to from the map list.

Tracks are listed under the map detail panel in the main panel. The order that the tracks are listed indicates workflow order.

Influx track list

Administrators enter track information in the track panel. The following table describes the options for each track.

Track name Unique name for your track. Make it easy to identify and short.
Track color Select a unique color to use for your track.
Task Select this option for a track that contains only contains task steps
Video Select this option for a track that contains videos
Flex Select this if you wish your task or video track to be editable by agents

Influx track entry

Once the track is created automation options become available, We will discuss these workflow automations in greater detail shortly.

To add a track:

  1. Click the admin icon in the left sidebar
  2. Click Map under Workflow
  3. Select the map you wish to add your track to
  4. Click add track link in the top right menu in the main panel
  5. Enter a unique name for your track
  6. Select a track color.
  7. Select either task or video to describe your track content
  8. Click flex if you wish your track to be a flex track
  9. Click Save

To change track order:

  1. Click the admin icon in the left sidebar
  2. Click Map under Workflow
  3. Select the map containing your tracks
  4. Click Reorder from the bottom right of the task list
  5. Drag and drop tracks into the order required
  6. Click Cancel to revert to the original order OR.
  7. Click Save