Versions Compared

Version Old Version 8 New Version Current
Changes made by

Olga Chorna

Olesya Tantsyura

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

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 

  1. button (Fig.1(3));

Registry 

  1. Registry (Fig.1(4));

  2. Pagination (Fig.1(5)).

Image RemovedImage Added

Fig. 1. Agent statuses page

1.1. Creation tool

Use the the Add button (Fig.1(1)) to create a new object. Access to a General 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.

Include Page
Search field
Search field

1.3. Refresh button

Include Page
Refresh button
Refresh button

(Fig.1 (3)).

1.4. Registry

The registry is a list of entries of existing objects in this section, 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.

Info

If there is no entry on the page, then an additional Add button is displayed in the register, the functionality of which duplicates the Add button in paragraph 1.1.

1.4.1. Checkbox

Include Page
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, entered 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.

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

Image Removed Image Added - 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.

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

Image Removed Image Added - 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.

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

Image Removed Image Added -  the Agent cannot set this status.

1.4.7. Editing tool

Include Page
Editing tool
Editing tool

1.4.8. Removal tool

Include Page
Removal tool
Removal tool

Fig. 3. Confirm deletion modal window

1.5. Pagination

Include Page
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 section in the Admin application;

  3. Permission to create in the Agent statuses 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 an Agent status

Goal

Delete an Agent status

Preconditions

  1. Access to the Admin application;

  2. Access to the Agent statuses section in the Admin application;

  3. Permission to select and delete in the Agent statuses section;

  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 -

Image Removed

  1. Image Added. A modal window opens to confirm the deletion;

  2. 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 section in the Admin application;

  3. Permission to select and delete in the Agent statuses section;

  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

  1. Yes button.

Result

The modal window closes. Agent statuses are removed.

2.4. Edit an Agent status

Goal

Edit an 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;

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

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. The presence of at least one Agent status (Technical break).

Steps

  1. Find the Technical break status in the registry.

  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.

Table of Contents