Note that this page is legacy content, referring to the LUCS Web FrontEnd. Actions described here are gradually replaced (and expanded upon) via the new Dashboard and its Widgets.

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.