Workflows are sets of rules that regulate the sequence and conditions by which CSRs can change from one status to another. Your system administrator defines workflows based on a combination of service domain and CSR type. When you select a CSR type, this field automatically displays the default workflow defined for that type (if any). You can select a different workflow if more than one has been defined. However, if no workflows have been defined for the selected CSR type, this field is grayed out.
When you save a CSR in which a workflow has been assigned (as shown in the Workflow field), the function specific Workflow tab appears. For more information, see .
When you make a selection in the Priority field, Stat automatically populates this field with the appropriate date and time.
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 Assigned User 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 the assigned user needs to change, Stat selects the default user according to the CSR assigned user rule defined in the global settings.
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