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Stat 6.2 - System Administration Guide

Overview of Stat Administration Administrative Utilities Stat Security General Maintenance Tables
System Maintenance Service Domain Maintenance Department Maintenance Issue Tracking Maintenance Country Maintenance Customer Maintenance Object Type Maintenance PeopleSoft Environment Connection Maintenance Pre/Post Migration Steps Parameters Oracle Applications Configuration Oracle Applications Connection Maintenance Generic Application Connection Maintenance Schema Object Parameters Maintenance Data Object Maintenance PeopleSoft Search Configurations Stat Report Definition Maintenance Version Control Management Connection Maintenance
Service Domain-Specific Maintenance Configuring the Stat Central Agent Email Configuration Object Security Appendix: Sample Service Domain Configuration Appendix: User Class Rights Appendix: Creating a Staging Database Appendix: Database Tuning Appendix: Oracle Applications File Type Directory Appendix: Ports and Firewalls Appendix: REST Web Services API Appendix: SOAP-Based Web Services API Appendix: Troubleshooting Chart Appendix: stat.conf Configuration Appendix: Custom Report Files

Order of Processing

The Stat Central Agent processes search criteria in the order they are displayed in the criteria list. If a match is found based on the first criteria, the Agent processes the email appropriately, ignoring any subsequent items.

You can change the processing order by selecting the item you want to move and clicking Move Up or Move Down.

Removing or Editing a Regular Expression

To remove or edit a regular expression, select the row and click Remove. The Agent moves the regular expression from the list back to their respective fields.

If you want, you can then edit the match string and span parameters and add them back to the list.

Field-Specific Tabs

Sometimes in an email message, a CSR value may be expressed somewhat differently than in Stat. For example, you may have an application defined in Stat called Human Resources, whereas in an email message this same value may appear as “HR.” This could create a problem when the Agent attempts to generate a CSR from an inbound email message.

In the field-specific tabs, you can define advanced search criteria based on alternative match strings that enable the Agent to handle these differences and populate the fields of a CSR with the appropriate values. For example, in the Application tab, you can configure the Agent to locate the string “HR” and match it with the CSR application value Human Resources. Defining search criteria in the field-specific tabs is optional.

The following field-specific tabs correspond to the fields in a CSR:

•
Application (includes Environment value, if applicable)
•
CSR Type (includes CSR Status value)
•
Customer Priority (includes option to duplicate values for Priority field)
•
Priority (if different than Customer Priority values)
•
Queue (includes Assigned User value)

To define field-specific search criteria, click on the appropriate tab.

* 
NOTE: The values displayed in the Tracking # field of CSRs are user-defined. For this reason, you define match strings in the Tracking # Identification tab with regular expressions, the same way you do in the Advanced Customer Identification tab. See Advanced Customer Identification and Tracking # Tabs for more information.

Adding a Parameter

Your keyword searches should be as encompassing as possible. However, because the Agent makes matches on partial entries, it is not necessary to enter the same word in a variety of forms. For example, a search made on the keyword “Enh” would return “enh,” “enhancement,” and “enhance.”

On the Application and Customer Priority tabs, the Add All Codes button is provided as a time saver. Clicking this button automatically adds all the defined codes for the service domain to the list. The code description is used as the match string.

Only one value can be entered per row. The Stat Central Agent cannot interpret multiple values inserted in one row. However, you can enter an unlimited number of rows for individual keyword searches.

If the Agent does not find a match on any of the search strings for a particular field, it uses the value you defined on the Default Values tab instead.

To enter a keyword search:
1
In the Match String field enter the keyword variables you want the Agent to search for.
The keyword search is not case-sensitive.
2
In the Code Value field, select a parameter.
3
If you are working in the Queue, CSR Type, or Priority tab, do one of the following:
•
In the Queue tab, select a user from the list of users that belong to the selected queue in the Assigned User Code Value field
•
In the CSR Type tab, select a CSR status associated with the selected CSR type in the CSR Status Code Value field
•
In the Priority tab, select Priority field uses same values if the values defined for the Priority field on CSRs are the same as those defined for the Customer Priority field
4
Click Add>>.
5
In the Field column of the row you just added and select where in the email message you want the Agent to search.
6
Click OK.

The Agent processes the values in the order they are displayed. If a match is found, it processes the email appropriately, ignoring any subsequent items.

You can change the processing order by selecting the item you want to move and clicking Move Up or Move Down.

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