Goal: Allow Agents in RONA state to switch directly to an NRR without needing to reset the RONA first (RONA is reset at the same time)
Complexity: Low
Preconditions:

  • ‘Help Call Center’ service exists in the system
  • Agent is available for ‘Help Call Center’ service, AA is configured for Agent
  • AA is running

Agent in RONA state

#WHEREUSER ACTIONRESULTS / SYSTEM REACTION
1SfB External Call

Customer calls to ‘Help Call Center’ service, call goes to Agent

  • Agent declines call and goes to RONA state
2Agent / Agent Assistant

Agent selects NRR corresponding to Away status via AA

  • SfB state for Agent is set to Away
  • NRR is set to the one selected by Agent
  • RONA is reset
  • Call doesn’t goes to Agent (Agent is Not Available)

NRR is already set

#WHEREUSER ACTIONRESULTS / SYSTEM REACTION
1Agent / Agent Assistant
  1. Agent is in Away status, NRR is set
  2. Agent selects another NRR corresponding to Away status via AA
  • SfB state for Agent remains Away
  • NRR is set to the new one selected by Agent
  • Agent is Not Available
2Agent / Agent Assistant
  1. Agent is in Away status, NRR is set
  2. Agent selects another NRR corresponding to DND status via AA
  • SfB state for Agent is set to DND
  • NRR is set to the new one selected by Agent
  • Agent is Not Available
3Agent / Agent Assistant
  1. Agent is in either Away/DND/RONA status
  2. Agent selects “Reset Status” via AA
  • SfB state for Agent is set to Available
  • RONA/NRR is reset
  • Agent is Available
UCIDUC  LUCS Application 019