Supervisor initiates Callback from Lost Task Widget
Goal: Supervisor understands how to create a Callback task from a Lost Task in LUCS FE - Lost Tasks Widget
Complexity: Low
Preconditions:
- ‘Private Customer Care’ service exists in the system
- ‘Private Customer Care’ service is configured to → See Outbound / Callback Task Configuration
- ‘Private Customer Care’ service has Direction Type = InboundOutbound
- Lost call exists for ‘Private Customer Care’
- Agent is available in the ‘Private Customer Care’ service and selectable for Callback tasks based on the Trait- and Distribution configuration
- Use Case: Callback Request Workflow,
- Main topic: Outbound / Callback Task Configuration,
- UI: Callback Tasks Widget. Lost Tasks
Main Scenario
# | WHERE | USER ACTION | RESULTS / SYSTEM REACTION |
---|---|---|---|
1 | Customer Phone | The customer calls to a Service and finally after some time waiting in Queue he hangup the conversation. | Task is Lost and is therefore shown in the Lost Task Widget. |
2 | LUCS FE - Lost Tasks Widget | The Supervisor with the relevant access rights can now initiate a Callback task from the listed "Lost Task" by pressing the "Create a callback request button" in the Action column. | |
3 | LUCS FE - Lost Tasks Widget | In the ‘Initiate Callback Task‘ pop up window the Supervisor can define:
| |
4 | LUCS FE - Lost Tasks Widget | Supervisor presses ‘Save & Close’ button to create a new callback task. | The task is immediately added to the queue of the ‘Private Customer Care’ Service as the Due Date was set to "Immediately". |
5 | LUCS Agent Assistant on Agent Machine | The IM Task is assigned to the Agent and accepts it through his SkypeForBusiness Client. | The Agent sees the comments that have been added by the Supervisor during task creation in the IM window.
|
6 | LUCS FE - Callback Tasks Widget | The Task is visible in the 'Callback Tasks' widget in LUCS FE. |
UCID | UC LUCS Application 023 |