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Olga Chorna

Olga Chorna

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1. Description

It is designed to create statuses. The status should be understood as the reason for the Agent's pause.

It consists of the following elements:

  1. Creation tool (Fig.1(1));
  2. Search field (Fig.1(2));
  3. Refresh button (Fig.1(3));
  4. Registry (Fig.1(4));
  5. Pagination (Fig.1(5)).

Fig. 1. Agent statuses page

1.1. Creation tool

Use the Add button (Fig.1(1)) to create a new object. Access to aGeneral tab opens after clicking.  You can open the General tab for existing Agent statuses through the entries editing tool (see paragraph 1.4.7).

1.2. Search field

The search is performed on the Name column.

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Search field
Search field

1.3. Refresh button

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Refresh button
Refresh button
(Fig.1 (3)).

1.4. Registry

The registry is a list of entries of existing objects in this partition, each of which consists of a set of fields:

  1. Checkbox;
  2. Name;
  3. Limit (min);
  4. Admin can change this status;
  5. Supervisor can change this status;
  6. Agent can change this status;
  7. Editing tool;
  8. Removal tool.

1.4.1. Checkbox

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Checkbox
Checkbox

Fig. 2. Confirm deletion modal window

1.4.2. Name

The name of the Agent status is displayed here.

1.4.3.Limit (min)

The maximum daily allowable time for an Agent to be in this status, in minutes.

Warning

The Agent must have a time zone set (assigned on the Agents/General page via Location).

1.4.4. Admin can change this status

Displays a checkbox that allows an Admin to change this status for the Agent in the Supervisor application.

-  the Admin can set this status for the Agent who is in his Team in the Supervisor application;

- the Admin cannot set this status.

1.4.5. Supervisor can change this status

Displays a checkbox allowing a Supervisor to change this status for the Agent in the Supervisor application.

- the Supervisor can set this status in the Supervisor application for the Agents for whom he is assigned as a Supervisor 

- the Supervisor cannot set this status.

1.4.6. Agent can change this status

It displays a checkbox responsible for the Agent's ability to change this status (pause) for himself in the Workspace.

- the Agent can set this status in the Workspace for himself;

-  the Agent cannot set this status.

1.4.7. Editing tool

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Editing tool
Editing tool

1.4.8. Removal tool

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Removal tool
Removal tool

Fig. 3. Confirm deletion modal window

1.5. Pagination

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Pagination
Pagination

2. Opportunities

2.1. Create a new Agent status

Goal

Create a new Agent status

Preconditions
  1. Access to the Admin application;
  2. Access to the Agent statuses partition statuses section in the Admin application;
  3. Permission to create in the Agent statuses partitionstatuses section.

Steps


  1. Click the Add button. The General tab opens.
  2. Enter data. The Save button becomes active.
  3. Click the Save button

Result

Data saved. Agent status is created

2.2. Delete

a

an Agent status

Goal

Delete a an Agent status

Preconditions
  1. Access to the Admin application;
  2. Access to the Agent statuses  partition section in the Admin application;
  3. Permission to select and delete in the Agent statuses  partitionsection;
  4. The presence of at least one Agent status.

Steps


  1. Find the Agent status you want to delete in the registry entries;
  2. Click on the delete button - . A modal window opens to confirm the deletion;
  3. Click the Delete button.

Result

The modal window closes. The Agent status is removed.

2.3. Delete several Agent statuses

Goal

Delete several Agent statuses

Preconditions
  1. Access to the Admin application;
  2. Access to the Agent statuses  partition section in the Admin application;
  3. Permission to select and delete in the Agent statuses  partitionsection;
  4. The presence of at least one Agent status.

Steps


  1. Find the Agent statuses you want to delete in the registry entries. Select them using the checkbox;
  2. Click on the delete button at the top of the registry. A modal window opens to confirm the deletion.
  3. Click the Delete button.

Result

The modal window closes. Agent statuses  are are removed.

2.4. Edit

a

an Agent status

Goal

Edit a an Agent status

Preconditions
  1. Access to the Admin application;
  2. Access to the Agent statuses  partition section in the Admin application;
  3. Permission to edit in the Agent statuses  partitionsection;
  4. The presence of at least one Agent status.

Steps


  1. Find the Agent status you want to edit in the registry entries.
  2. Click on the edit button in the entry of this Agent status. The General tab opens.
  3. Make changes.
  4. Click the Save button.

Result

Data saved.

2.5. Set permission to change Agent status

Goal

Allow setting only the Admin or Supervisor to set the Technical break status for an Agent only to the Admin or Supervisor.

Preconditions
  1. Access to the Admin application;
  2. Access to the Agent statuses  partition section in the Admin application;
  3. Permission to edit in the Agent statuses  partitionsection;
  4. The presence of at least one Agent status (Technical break).

Steps


  1. Find the Technical break status in the registerregistry.
  2. Select the Admin can change this status checkbox.
  3. Select the Supervisor can change this status checkbox.
  4. Clear the Agent can change this status checkbox.

Result

Data saved.


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