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Agent statuses (Lookups)

Agent statuses (Lookups)

Owned by Olesya Tantsyura
Last updated: Dec 20, 2024
4 min read

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 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.

1.3. 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.

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

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.

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

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

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

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 - . 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

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 Yes button.

Result

The modal window closes. Agent statuses are removed.

2.4. Edit an Agent status

Goal

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

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.