1 |
Click the Workflow section in the CSR window. |
2 |
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 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. |
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:
• |
If nothing else is required for the status transfer to take place, the Transfer button becomes active. |
A change of queue choice resets the user choice.
• |
• |
The diagram also indicates Start and End statuses, where the workflow originates / terminates.
• |
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.
© ALL RIGHTS RESERVED. Feedback Termini di utilizzo Privacy Cookie Preference Center