Widget Actions allow users with Supervisor and System Administrator roles to manage Agent's and Calls directly from the LUCS Frontend. 

Possible Widget Actions

Below is a complete list widget actions available to supervisors of their respective Organization Units

Example: Agent Management

Screenshot of the Actions menu available to Supervisors

List of Possible Agent Actions

Example: Lost Task and Callback

Callback Actions example

Example: Session  Supervision

Screenshot of the Actions menu on the Live Service Sessions Widget

Session Supervision example

Error handing

If there is an issue during any widget actions a pop-up will appear with one of the following messages:

‘Access Denied’ – The user attempting to perform supervision does not have the correct rights. 

  • RBAC rights are not granted to the user currently being logged in → Check the configuration and try to re-login to the Frontend
  • The login session could've timed out and not reflected on the UI. Try to re-log and test if the access works.

‘Session Not Found’ – The session a Supervisor is attempting to join cannot be found.

  • Either the session is not existing anymore or there are connection issues with the SfB Server. Wait a bit and retry. 
  • If this error persists, get in contact with your Administrator and / or Luware Support.

‘A server error occurred. Command was not executed’ – There is currently an issue with the server.

  • This could happen due to connection issues or high load. Wait a bit and retry. 
  • If this error persists, get in contact with your Administrator and / or Luware Support.