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Olesya Tantsyura

Olesya Tantsyura

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1. Description

Here you enter information about the Agent status.

Consists of fields (Fig.1):

  1. Name;
  2. Limit;
  3. Description;
  4. Admin can change this status;
  5. Supervisor can change this status;
  6. Agent can change this status.

Image Added

Fig. 1. General tab

1.1. Name

The name of the Agent status is entered here.

1.2. Limit

Here enter the maximum allowed number of minutes during which the Agent can stay in this status during the day.

1.3. Description

Here you enter the description of the Agent status.

1.4. Admin can change this status

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

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

Image Added - the Admin cannot set this status.

1.5. Supervisor can change this status

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

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

Image Added - the Supervisor cannot set this status.

1.6. 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.

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

Image Added -  the Agent cannot set this status.

2.  Opportunities

2.1. Change the Name/Description/Limit 

Goal

 Change the Name/Description/Limit

Preconditions
  1. Access to the Admin application;
  2. Access to the Agent statuses section in the Admin application;
  3. Permission to edit in the Agent statuses section;
  4. Having at least one Agent status or creating a new one.

Steps


  1. Click on the field you want to change.
  2. Make the necessary changes
  3. Click the Save button

Result

Data saved.

2.2. Set permission to change Agent status

Goal

Allow only the Admin and Supervisor to set the Agent status

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

Steps


  1. Select the Admin can change this status checkbox.
  2. Select the Supervisor can change this status checkbox.
  3. Clear the Agent can change this status checkbox.
  4. Click the Save button.

Result

Data saved.


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