1. Description

It is designed to create statuses. Under the status should be understood the reason for the pause of the Agent.

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 the General tab opens after clicking.  You can open a 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.

1.3. 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

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 allowable time for an Agent to be in this status is daily in minutes.

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 responsible for the Admin can change this status for Agent in the Supervisor window or his Workspace.

- the Admin cannot set this status.

1.4.5. Supervisor can change this status


- the Supervisor cannot set this status.

1.4.6. Agent can change this status

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

-  the Agent cannot set this status.

1.4.7. Editing tool

1.4.8. Removal tool

Fig. 3. Confirm deletion modal window

1.5. 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 in the Admin application;
  3. Permission to create in the Agent statuses partition.

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 Agent status

Goal

Delete a Agent status

Preconditions
  1. Access to the Admin application;
  2. Access to the Agent statuses  partition in the Admin application;
  3. Permission to select and delete in the Agent statuses  partition;
  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 in the Admin application;
  3. Permission to select and delete in the Agent statuses  partition;
  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 removed.

2.4. Edit a Agent status

Goal

Edit a Agent status

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