All Stratus Agent-configured services are responsible for handling IM Chats, Audio and Video calls. Once a conversation is accepted by the service it is handled according to the configured workflows, distribution policy, Agent / User traits and specific service settings described on the following pages.
On Luware side:
- Trusted Application Pool setup and Topology Settings - for configuring Adresses & Endpoints for your services
On your side / in assistance with Luware sales & support:
- Defining Workflows - for all your Agent-related services
- Assigning Agent Traits and Duty Profiles - to determine criteria for call and task distribution
- Distribution Policy - to assign to services in the corresponding "Distribution" Tab → See below.
Service Tab Overview
The 'Services' tab provides the possibility to define the Services in the Stratus Agent system and manage Service configuration. Service details can be edited on the following tabs which are displayed upon selecting an appropriate Service
Bulk Edit of Services
You can bulk-edit services by multi-selecting them in the list before changing their properties:
Bulk Editing Scope and Points of Note
Bulk Edit works for all service related tabs:
- General Service Information
- Service Workflow Configuration
- Service Call Context
- Call Distribution Policy
- Outbound / Callback Task Configuration
Please read before bulk-editing your services
Bulk editing is a powerful feature. A few points to keep in mind:
- Changes you make on the settings tabs (General, Workflow, Context, Distribution, Outbound) are applied all at once and effective immediately.
- We therefore recommend to perform select changes at a time. Many changes at once can potentially render your services inoperable as there is no "undo" feature.
- Bulk changes to elements that adhere to an order (e.g. Task Completion Codes and Crossselling Codes) will have their order applied for ALL bulk-edited services. This will also override item orders on those services.
We recommend to check your individual service settings after doing a bulk change to manually re-apply any settings lost during the bulk-change.
A non-path dependency (NPD) should be resolved by assigning the source element (e.g. a Code) to the proper Organization Unit so all services have unrestricted access to it.