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Stat 6.1 - 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.

To change the status of the CSR assigned to a workflow:
1
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 .
For each status, the window also shows if the transfer rules defined for that status have been satisfied. A green check mark indicates that all the transfer rules have been met and the CSR can be transferred to that status. If any of the transfer rules defined for a status have not been satisfied, you cannot transfer the CSR to that status.
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 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:

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

When an active radio button in the Change 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 Status button becomes active.
•
If a status transfer rules is prompting a queue change, a set of interactive prompts appears, asking for a queue and user choice. The queue choice begins as active. Once a queue is chosen, the user choice activates. Once both choices have been made and nothing else is required for the status transfer to take place, the Transfer Status button becomes active.

A change of queue choice resets the user choice.

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If the target status choice implies a transfer override, an interactive prompt for an override explanation appears. Once text has been entered in the field, and nothing else is required for the status transfer to take place, the Transfer Status button becomes active.
•
If the target status choice closes the CSR, an interactive prompt for CSR resolution information appears. Once text has been entered in the field, and nothing else is required for the status transfer to take place, the Transfer Status button becomes active.

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 or by using the Select Status and Select Transfer Rule Set drop down lists above the diagram. 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.

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A possible immediate next status that is available (as opposed to blocked) is filled with a green and white vertical stripe pattern.
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A possible immediate next status that is blocked is filled with a diagonal red and white stripe pattern.
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A past (previously active) status is filled with a horizontal blue and white pattern.
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A future (non-visited) status is indicated with a white fill.
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A workflow start node is marked with an S badge.
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A workflow end node is marked with an E badge.
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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.
User-Advance vs. Auto-Advance Status Transfers

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 Set Nodes in the Diagram

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.

Other Actions

The Diagram section has its own set of secondary actions:

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Legend: shows a dialog window with a legend explaining the states of the diagram.
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Export: exports the entire workflow in pdf format.
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