To change the status of the CSR, you cannot use the drop down list displayed in the Status field, which is deactivated. Instead you must use the drag and drop technique, as described below.
1 |
Select File | Status Transfer Approvals. |
2 |
In the My Open Approvals tab, select Approved in the Status column for each status transfer that you want to approve. If you do not approve the transfer, select Rejected. |
4 |
c |
NOTE: To email CSR information, the Stat Central Agent first must be configured to manage outbound email. See the Stat System Administration Guide, Chapter 7, “Email Configuration” for more information. |
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Select File | Email CSR. |
NOTE: If you select the Most Recent Log option and the most recent log entered on the CSR is flagged as confidential, the log is not included in the email message. If you select the Attachments option, any attachments on the original CSR will be forwarded with the email message. |
3 |
(Optional) In the Message Header field, type text that will introduce the information to the recipient. |
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(Optional) In the Message Footer field, type text that will follow the information. |
5 |
Click the Send To tab. |
6 |
In the Send To field, select a value. Options include: |
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Customer – The customer on the CSR |
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Assigned User – The user assigned to the CSR |
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Queue Owner – The owner of the queue on the CSR |
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Specific User – A specific Stat user |
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Other Address – A manually entered email address |
7 |
In the Field field, select how you want the message addressed to the recipient. |
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If you selected Specific User in the Send To field, select the Stat user you want in the Other Address field. |
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If you selected Other Address in the Send To field, enter the email address in the Other Address field. |
10 |
Click Add. |
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Click Send.... |
If a field appears grayed out, it means that you lack the security rights to modify that field.
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