A queue is a specific group of Stat users with similar skill sets or responsibilities available to work on a particular CSR. A user who is not a member of the assigned queue cannot be assigned to the CSR. Your system administrator defines queues and their members. Queues might include Development, Training Staff, Management, and Support Services.
The user ID indicates the owner of the CSR. Throughout Stat, this user is called the assigned user. The list of available users depends on the queue selected. The assigned user may change several times through out the life of a CSR.
When a CSR is changed to a status equaling closed, Stat automatically updates this field with the current date and time. Before a CSR is set to a closed status, this field is disabled and displays the default value, “01Jan1900 00:00.”
The Description tab contains a textual explanation of the CSR. Using free form text, you can describe a request in as much detail as you want. For example, suppose you open a CSR to address a customer’s request that a particular PeopleSoft panel be changed so that it properly allow for saves. You might enter the following information in the Description tab: “User states that the panel only saves from 9 to 12 and then it does not save any longer.”
Because the information contained in the Description tab is so critical to the success of a CSR, you can use advanced editing to enhance the quality of that information. Rich text editing, which is also supported on the Resolution tab, includes text formatting, copying and pasting text from other applications, and inserting hyperlinks. For more information, see .
To promote consistency, a system administrator can define Description tab templates. Templates help you gather all mandatory information from the customer making the request. A system administrator can define many different templates, depending on users’ needs. Which template you use is determined by Application and CSR Type. If a template is defined for a particular combination of Application and CSR Type, Stat automatically loads that template into the Description tab.
Templates define required fields on the Description tab, which are enclosed by double angle brackets: << >>. You must enter data in required fields. If the field is not required, the field name is enclosed in single angle brackets: < >. Use <Control> + <F> to navigate to << >> or < > fields.