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Stat 6.3 - Web User Guide

Changing CSR status

When working on CSR assigned to a workflow, you cannot change the status of the CSR until any workflow rules governing that status transfer have been met.

Click the Workflow section in the CSR window.
The Workflow window shows the current status of the CSR and the status(es) to which it can be transferred as specified in the workflow diagram. See Understanding the Workflow section .
To transfer the status of a CSR, select the radio button next to the status and click Transfer Status. You can only transfer a CSR to statuses that display a green check mark, meaning that all their transfer rules are satisfied.
The Transfer History portion of the Workflow window shows the sequence of status changes the CSR has already gone through.

Understanding the Workflow section

The Workflow screen consists of three sections:

Status History section: Displays at the top of the page. Shows recent and current status, and offers status transfer interactivity to advance to the next status.
Diagram section: Shows a graphical representation of the workflow.
Detail section: Displays below the workflow diagram. Shows details about an item selected in the diagram.

Status History section

The top portion of Workflow section shows a linear sequence of statuses, starting with past statuses, followed by the current status, followed by options for the next possible status.

Each past status shown is labeled with status name that represents the sequence of occurrence. Up to three past statuses are shown. If more than three past statuses exist, the sequence of statuses starts with an entry "(…)" before the three visible statuses. The current status is displayed next in bold.

A list of available transfers from the current status of the workflow is displayed next. The green check mark in the Transfer Ready column indicates if all rules for each status have been satisfied. If current user is able to transfer the status, the radio button next to the status in the Transfer To column will be enabled. Note that all rules could be satisfied for a status, but current user may not be in the Changed-by Users list. In this case, the radio button next to the status in the Transfer To column will not be enabled.

If a red stop icon is displayed in the Transfer Ready column, it indicates the presence of a condition blocking the transfer to that status.

Once an active status in the Transfer To target status list is selected, and when all possible additional conditions to transfer to the status have been met, the Transfer button become enabled, allowing the user to perform the status transfer.

When an active radio button in the Transfer To column is clicked, designating a target status, the following can result:

A change of queue choice resets the user choice.

Diagram section

The next section of the page shows the diagram of the workflow, with statuses as main nodes, arrows connecting the statuses indicating possible status changes, and transfer rule sets as nodes on the connecting arrows.

A status or a transfer rule set can be selected, by clicking it. Clicking in empty space in the diagram de-selects a selection. When an item in the diagram is selected, the detail section of the page, underneath the diagram, shows information about the item. A selected item is shown in a blue square as a selection marker.

The diagram differentiates, in order of precedence, between the current status, possible immediate next statuses (available or blocked), past (previously active) statuses, and future (non-visited) statuses that are not available as immediate transfer targets.

The diagram also indicates Start and End statuses, where the workflow originates / terminates.

The current status is a solid blue, with thick black and white outlines. Its status name is emphasized in bold.

A node that has been selected as a transfer target in the Change To column in the page is emphasized with a thick blue outline.

A connecting line between two status nodes shows arrowheads in the direction of possible status transfers: one way or both ways. A user-driven status transfer (requiring the user to interact with the Status History section, clicking the Transfer Status button to initiate the transfer) is represented by a solid black arrowhead. An auto-advance status transfer, which executes as soon as originating status is active and no blocking conditions exist, is represented by an outline arrowhead, with a white fill.

Transfer rule sets, if present, are shown as icons on the connecting lines between status nodes, near the tip of the connector in direction of the transfer. A transfer rule set that contains no blocked transfer rules is shown as a green check mark icon. A transfer rule set containing blocked transfer rules is shown as a red stop icon. If there are no transfer rules, a white non-filled circle is shown. Transfer rules outside of immediate reachable status transfers are shown with a grey-filled circle.

The Diagram section has its own set of secondary actions:

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