Stat 6.2 - System Administration Guide

Queue Maintenance

The Queue Maintenance table defines work queues, which are specific groups of Stat users with similar skill sets or responsibilities. A queue determines which users are available to have a CSR assigned to them. After you define a queue, you can then determine its membership by selecting individual users.

Queue security is controlled by the following user class rights:

The Queue Maintenance table is displayed in a standard maintenance window. To open this window, select Maintenance | Domain-Specific | Work Queues | Queue Definition.

Editing Queue Membership

After you have defined a queue, the next step is to assign Stat users to work in the queue. This is referred to as queue membership or queue assignment.

To access queue membership, select the queue and click Membership.... Stat displays the Queue Membership Maintenance window.

NOTE: You can also access this function directly by selecting Queue Assignment from the Work Queues submenu. In addition, you can add or remove individual users from queues in the User Access Information window. For more information, see Queue Assignment Tab .

The Queue Membership Maintenance window displays two lists of users. The list on the right lists the users currently assigned to this queue, including the queue owner, who is automatically assigned membership and cannot be removed. The list on the left shows all users in the service domain that are not members of this queue. To edit the membership of a different queue, select it in the Queue field. Each queue includes its associated service domain code in braces.

To add members to the queue, simply drag and drop a user from the list on the left to the list on the right.

To remove a member from the queue, drag the user from the list on the right to the list on the left. You cannot remove the queue owner. To change the owner of the queue, close this window and specify a different owner in the Queue Maintenance table. You can then remove the previous owner from the list.

Workflow Maintenance

The Workflow Maintenance table defines sets of rules that regulate the sequence and conditions by which CSRs can change from one status to another. For example, a workflow can enforce that all the tasks associated with an activity must be completed or that a migration to a specific environment take place before a CSR can be changed to a closed-type status. Workflows are based on a combination of service domain and CSR type. If you define more than one workflow for a given combination of service domain and CSR type, you can designate one of them as the default workflow.

When defining a workflow, you first specify such basic information as its name and the CSR type that triggers it in the Workflow Maintenance table. Then in a separate window you create a template diagram that defines the sequence of status changes, beginning with an initial, opening status and ending in one or more closed-type statuses. As you build the diagram, you can also define transfer rules and status rules, which further regulate CSR status changes. Transfer rules enforce conditions which must be met before a CSR can change from one status to another, whereas status rules apply restrictions to a CSR while it is in a particular status.

Workflow security is controlled by the following user class rights:

The Workflow Maintenance table is displayed in a standard maintenance window. To open this window, select Maintenance | Domain-Specific | Workflows.

NOTE: If you select a migration path, only that migration path will be available on the CSR. If you want the availability of multiple migration paths on the CSR, in the Module field, select N/A and in the Migration Path field, select Any. However, be aware that if you plan on defining transfer rules or status rules that involve environments, you must select a migration path for the workflow.

NOTE: Defining a workflow involves referencing several other items in Stat, such as CSR types and statuses, activity codes, migration paths, and queues. For this reason, you should define workflows only after you have defined these other items.

Template Diagrams

After you have defined a new workflow in the maintenance window, click Apply to save your work. Then select the workflow and click Template.... This opens the Workflow Template window. The left section of the window contains a list of CSR statuses defined for the selected CSR type. The right section of the window is where you arrange the icons to create a graphical diagram representing the sequence of the workflow, beginning with an initial, opening status and ending in one or more closed-type statuses.

NOTE: Designating a start status is required. When you designate a start status, that status is automatically the status for new CSRs controlled by the workflow. For this reason, you can designate only one start status in a workflow.

CAUTION: Positioning status graphics very close together or using the maximum number of character s allowed in status names may cause the workflow diagram to display improperly in Stat Web with transfer arrows and connection lines becoming entangled with status graphics. If you intend to have the workflow diagram viewed in Stat Web, position status graphics with enough horizontal and vertical space between them.

NOTE: When you begin connecting statuses in your template diagram, the lines that connect statuses all display hollow arrows, which in a CSR would mean the transfers are invalid. In this case, however, it only means that while you can define status transfers in the Workflow Template window, you cannot execute them.

TIP: You can use duplicate icons to represent the same status more than once in a diagram. This can make your diagram easier to understand if a particular status appears at different points within a workflow sequence.

You can move status icons in a workflow diagram either by dragging and dropping, or you can select an icon and use the arrow keys. When you move icons with the arrow keys, any transfer connection line graphics are moved as well.

To remove a status icon or a transfer connection, right-click on the graphic and in the pop-up menu, select Delete Step or Delete Link, respectively. To remove a status icon connected to another icon, you must first remove the transfer connection.