LAGAN Enterprise Business Configuration - Verint...

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LAGAN Enterprise – Business Configuration Exercise Book

Page 2 Business Configuration

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Business Configuration Page 3

Contents

Contents ................................................................................................. 3

Conventions............................................................................................ 6

Exercise Book Legend ............................................................................. 6

Reader Feedback .................................................................................... 7

Errata ..................................................................................................... 7

Introduction ........................................................................................... 8

Courseware Components ........................................................................ 8

Introducing LAGAN Enterprise ................................................................ 9

LAGAN Applications ............................................................................................ 9

Introducing the LAGAN Configuration Studio ....................................................... 10

Interface Components ...................................................................................... 10

Your LAGAN Installation ....................................................................... 11

Users and Groups ................................................................................. 12

Objectives ....................................................................................................... 12

Users and Groups ............................................................................................ 12

Exercises 1 – 4: Creating Groups and Users ........................................................ 14

Exercise 1: Creating a Front Office Group ........................................................... 14

Exercise 2: Creating a Back Office Group ............................................................ 19

Exercise 3: Creating a Business Administrator Group ............................................ 21

Exercise 4: Creating a Supervisor Group ............................................................. 23

Work Queues ........................................................................................ 25

Objectives ....................................................................................................... 25

What is a work queue? ..................................................................................... 25

Exercises 5 - 6: Creating Work Queues ............................................................... 26

Exercise 5: Creating a Case Work Queue ............................................................ 26

Exercise 6: Creating a Case Work Queue ............................................................ 33

Case Receiver Group ............................................................................. 36

Objectives ....................................................................................................... 36

What is the Case Receiver Group? ...................................................................... 36

Exercise 7: Creating a Case Receiver Group ........................................................ 37


Inquiry Classifications ......................................................................... 39

Objectives ....................................................................................................... 39

Classifications .................................................................................................. 39

Exercise 8: Creating Classifications .................................................................... 40

Configuring Case Attributes ................................................................. 44

Objectives ....................................................................................................... 44

Defining Case Attributes ................................................................................... 44

Exercise 9: Creating a Process Definition ............................................................ 46

Tasks and Task Lists ............................................................................ 55

Objectives ....................................................................................................... 55

What’s a Task? ................................................................................................ 55

Exercise 10: Creating Tasks .............................................................................. 57

Escalation Rules ................................................................................... 61

Objectives ....................................................................................................... 61

Why Use Escalation Rules? ................................................................................ 61

Exercises 11 – 13: Creating Escalation Rules ....................................................... 61

Exercise 11: Creating an Escalation Rule (Task) ................................................... 62

Exercise 12: Creating an Escalation Rule (Task) ................................................... 66

Exercise 13: Creating an Escalation Rule (Queue) ................................................ 67

Review ................................................................................................. 69

Objectives ....................................................................................................... 69

Exercises 14 - 21: Additional Practice ................................................................. 70

Exercise 14: Dead Animals Process Definition ...................................................... 71

Exercise 15: Abandoned Vehicle Process Definition............................................... 72

Exercise 16: Flooding – Fresh Water Process Definition ......................................... 72

Exercise 17: Faulty Street Light Process Definition ............................................... 74

Exercise 18: Pothole Process Definition ............................................................... 75

Exercise 19: Taxi Driver/Vehicle License Process Definition ................................... 76

Exercise 20: Blue Badge Process Definition ......................................................... 77

Exercise 21: Residents Parking Permit Process Definition ...................................... 78

Client Notifications ............................................................................... 79

Objectives ....................................................................................................... 79

What is a Client Notification? ............................................................................. 79

Exercise 22: Configuring a Client Notification ...................................................... 80

Letter and Email Templates .................................................................. 82

Objectives ....................................................................................................... 82

Correspondence Templates ............................................................................... 82

Exercise 23: Creating Letter Templates .............................................................. 82


Demonstration: Importing Email Contacts ........................................................... 92

Case Study............................................................................................ 96

Background ..................................................................................................... 96

Requirements .................................................................................................. 97

Appendix ............................................................................................ 103

Appendix A: If you have More Time… ............................................................... 103

Exercise 24: Additional Practice ....................................................................... 103

Appendix B: LAGAN Group Permissions ............................................................. 111


Conventions

In this exercise manual you will find a number of styles of text that distinguish between

different kinds of information. Here are some examples of these styles, and an

explanation of their meaning.

Words that you see on the screen, in menus or dialog boxes for example, appear

in our text like this:

“Click the Next button to move to next page”.

Text that appears in italics like in the example below is text that should be

entered into a dialog box or at the screen prompt:

“Enter xx_Missed Bin as the process definition name”

Exercise Book Legend

Standard icons are used throughout this exercise book to illustrate various phases of

each exercise.

Exercise / Practice

Hint

Information

Question

Stop

Warning


Reader Feedback

Feedback on the course exercise book and/or PowerPoint presentation is always

welcome. Let us know what you think about this manual, what you liked or may have

disliked. Reader feedback is important for us to develop materials that you really get the

most out of.

Feedback can be given in the course evaluation form provided at the end of the session

or you can send us general feedback by simply dropping an email to [email protected]

making sure you mention the title of the manual in the message.

Errata

Although we have taken every care to ensure the accuracy of our contents, mistakes do

happen. If you find a mistake in one of our books – maybe a mistake in text or code –

we would be grateful if you would report this to us. By doing this you can save other

readers from frustration, and help to improve subsequent versions of this manual. If you

find any errata, report them by sending an email to [email protected] making sure

you mention the title of the manual in the message and the page on which the mistake

is found.




Introduction

The Business Configuration course is designed to provide delegates with the skills and

knowledge to configure LAGAN according to their organization’s requirements.

No previous experience of the application is required, but delegates should be confident

using a PC.

Courseware Components

Each of our courseware components is carefully designed to ensure the most effective

learning experience both in the classroom and on the job. The courseware consists of:

Exercise Book

The Exercise Book has been designed as both an in-class and after class reference

tool. It provides delegates with example scenarios to construct during the class as

well as detailed instructions on how to complete these that can be referenced after

the class.

Presentations

The PowerPoint Presentations used by the instructor during the course are available

in read only format; these materials contain diagrams and information and therefore

act as a reference tool for after the class.

Other Resources

This consists of files for use during the class as well as exercise solutions and screen

cams.


Introducing LAGAN Enterprise

LAGAN provides a consistent set of professional tools to multiple case management

communities within a complex enterprise, freely supporting multiple definitions of

“case.” It enables:

A single, up-to-date, detailed view of the customer

Co-ordination between the Contact Center (Front Office) and other departments in

the organization (Back Office)

Improved customer service

Management of end-to-end processes to serve customers

Promotion of a customer-oriented philosophy

LAGAN Applications

LAGAN consists of three core applications (see Figure 1):

LAGAN Configuration Studio

LAGAN Desktop Light

LAGAN Agent Desktop

Figure 1 Who Uses What?


Introducing the LAGAN Configuration Studio

Let’s take a look at the LAGAN Configuration Studio - to get started, double-click the

LAGAN Configuration Studio icon on the desktop.

Interface Components

Menu Bar

The menu bar consists of 2 options: User and Configuration. The User option

displays the groups to which you belong and enables you to exit the application; the

Configuration option displays the Configuration tree.

Configuration Tree

The configuration tree displays a list of the configuration items to which you have

access.

Configuration

Menu Bar


Your LAGAN Installation

Complete the table below, with the help of the instructor, with the details of the LAGAN

system you’ll be using during this training session; you’ll need to refer to this

information during the practice scenarios.

LAGAN Configuration Studio URL ______________________________

Username for the LAGAN Configuration

Studio

______________________________

Password for the LAGAN Configuration Studio ______________________________

LAGAN Agent Desktop URL ______________________________

Username for the LAGAN Agent Desktop ______________________________

Password for the LAGAN Agent Desktop ______________________________


Users and Groups

Objectives

After completing this chapter, you will be able to:

Explain the purpose of groups and users

Identify the various components and features within LAGAN

Use the LAGAN Configuration Studio to configuration new groups and users

Assign users to a group

Users and Groups

Individuals who require access to LAGAN Configuration Studio, the LAGAN Agent

Desktop and/or the LAGAN Desktop Light applications must have a user account that

contains, at the minimum, the following properties (as illustrated in Figure 2):

User name

A friendly name for the account

User ID

This must be unique; the user will need this to log onto the application

Password

The password must have at least four characters but not more than twenty

Group(s)

The group provides them with the functions / activities they will be able to perform

when logged onto LAGAN

Roles

Although optional, the roles determine the data that is available to the user. All front

office, back office and supervisor roles should have the allaccess and CSR roles

assigned by default. If data is missing in the Agent Desktop, ensure the user account

has these roles assigned.


Figure 2 Groups & Users

Each user account can also have an email and/or SMS address assigned to it; this will

enable the individual to receive escalation notifications via these channels, for example

when a case or task exceeds its SLA.


Exercises 1 – 4: Creating Groups and Users

The following scenarios provide practice in configuring groups and creating new user

accounts. Specifically you’ll configure a group for:

Front Office Staff i.e. Contact Center Agents

Back Office staff

Business administrators

Supervisors

In Appendix B of this manual you’ll find a list of permissions; you’ll need this list

to complete scenarios 2, 3 and 4.

Exercise 1: Creating a Front Office Group

In this exercise you’ll create a LAGAN group that will provide front office workers (i.e.

Contact Center agents) with the functionality they need to handle customer interactions

and inquiries. You will then create a user and assign them to this group.

Part A: Creating a new group

Perform the following steps

1

Log on to the LAGAN Configuration Studio using the username and

password provided by the instructor.

You made a note of the username and password at the start of this

exercise book.

2 In the configuration tree, click Groups and Security | Groups.

3 Click the New button; the New Group dialog is displayed.

4

Enter xx_Front Office Group in the name text box, where xx should be

replaced with your trainee number, i.e. if you logged on as

trainee01_admin then replace xx with 01.



5 From the Work Type drop-down box, select No Work (see Figure 3)

Figure 3 Group Configuration

The group is set as No Work as it will just contain the functions (or components)

a front office worker (i.e. a contact center agent) will require to perform their job

role.


6 Enter Front Office Group (training) in the Description text area.

7 Click the Permissions tab to select the actions / privileges that users

belonging to this group will have.

8 Enable the permissions as defined in Figure 4 for your group.

9 Click the OK button to create the group.


Figure 4 Permissions Tab


Part B: Creating a new user


1 In the configuration tree, click Users | Users.

2 Click the New button. The New User(s) / Update User dialog is

displayed.

3

Enter xx_FrontofficeUser (where xx should be replaced with your trainee

number, i.e. if you logged on as trainee01_admin then replace xx with 01)

as the username for the account.

4

Enter xx_FrontofficeUser (where xx should be replaced with your trainee

number) as the user ID; this is the name they will use to log onto the

LAGAN Agent Desktop.

5

Enter 1111 as the password.

A password must have a minimum of 4 characters and a

maximum of 20. When this user first logs on to a LAGAN

application, they will be prompted to change their password.

6

Enter an email address and mobile number for the user.

These are optional fields. This information is used to send a

message to the user to inform them that a case or task is about to

or has exceeded its SLA.

More user accounts may be added by pressing the Add button.


Part C: Linking the user to the group


1

Select the user account and ensure the Groups tab is selected at the

bottom of the dialog.

More than one user account may be selected using the normal

SHIFT + CLICK keys.

2

Select the xx_Front Office Group in the bottom left-hand panel then click

the right arrow button to move the group to the User’s Groups column

on the right.

Part D: Checking Role Assignments


1 Click the Roles tab at the bottom of the dialog.

2

Ensure that the CSR and allaccess roles are displayed in the Selected

Roles column on the right. If they are not, select each one in turn from

the left-hand Available Roles column and click the right arrow to move

them to the right column.

3

Click the OK button to create the user.

If the OK button is disabled check that you have:

completed the mandatory ‘*’ fields;

moved the cursor out of the password field to properly store

the password into the database;

selected at least one group for ALL user accounts created in

this session.


Exercise 2: Creating a Back Office Group

In this exercise you’ll need a group that contains the permissions i.e. functionality a

back office worker will require to process cases (i.e. service requests). You will also

create a user and assign them to this group.

You should name the group xx_ Back Office Group and the user

xx_BackOfficeUser (where xx should be replaced by your trainee number).

Ensure the group work type is set as No Work.

Only brief steps are provided to help you complete this exercise; should you require

assistance refer back to the previous exercise or ask the instructor.

Part A: Creating a New Group


1 Create a new group; name this group xx_BackOfficeGroup (where xx

should be replaced by your trainee number).

2 Ensure the group Work Type is set as No Work.

3

Configure the group to enable any workers assigned to it to perform the

following functions – see Figure 5 below.

The Permissions List in Appendix B of this exercise book

provides a description of each item.


Figure 5 Permissions for a Back Office Group

Part B: Creating a New User


1

Create a worker named xx_BackOfficeUser, where xx should be replaced

by your trainee number, and assign them to this group, ensuring that they

have same role assignments as for the front office user.

2

Log on to the LAGAN Agent Desktop as xx_BackOfficeUser; view the menu

and toolbar options that are available - can the user perform all the

functions listed above?


Exercise 3: Creating a Business Administrator Group

In this exercise you’ll create a group that contains the permissions (i.e. functionality) a

business administrator of the LAGAN system might require. You will also create a user

and assign them to this group.

You should name the group xx_ Admin and the user xx_BusAdmin (where xx

should be replaced by your trainee number). Ensure the group work type is set

as No Work.





1 Create a new group named XX_Admin, where XX should be replaced by

your trainee number.

2 Ensure the Work Type is set to No Work.

3

Configure the group so that its members can perform the following

functions:

Use the Permissions List in Appendix B of this exercise book to

select the correct components for the group

Set-up new groups

Create new users

Configure process definition (Inquiry Configuration)

Configure classifications (Inquiry Configuration)

Configure tasks and task lists (Inquiry Configuration)

Create new Script Flows

Set up new work queues




1

Create a user, named xx_BusAdmin (where xx should be replaced by your

trainee number) and assign them to xx_Admin group. Note that admin

users do not need the role assignments that are necessary for front office,

back office and supervisor users.

2 Log on to the LAGAN Configuration Studio as this user. View the options

that are available - can you perform all the functions listed above?


Exercise 4: Creating a Supervisor Group

In this exercise you’ll create a group that contains the permissions (i.e. functionality) a

supervisor might require; you will also create a user and assign them to this group.

Name the group xx_ Supervisor Group and the user xx_ Supervisor (where xx

should be replaced by your trainee number). Ensure the group work type is set

as No Work.





1 Create a new group called XX_Supervisor Group, where XX should be

replaced by your trainee number.

2 Ensure the Work Type is set to No Work.

3

Configure the group so that its members can perform the following

functions:

View, reopen and delete cases

Create, view and delete client messages

Create, view and delete general messages

Create and view instant messages

Monitor the performance of users (Real Time Monitor)




1

Create a new user called xx_Supervisor and assign them to the

xx_Supervisor Group. Ensure they have the correct roles assigned, as for

front and back office users.

2

Log on to the LAGAN Agent Desktop as xx_Supervisor. View the toolbar

and menu options that are available - can you perform all the functions

listed above?

In topic 2 of the course eKit, you’ll find a screen-cam that demonstrates how to

complete exercises 1 to 4.

Review the exercises with the instructor before continuing.


Work Queues

Objectives

After completing this section, you will be able to:

Describe the purpose of work queues

Create a new work queue

Assign a group to a work queue

What is a work queue?

A work queue is essentially a ‘container’ or ‘bucket’ that holds work items until a user is

available to process them. It is likely that you will have multiple work queues within your

system, for example you may have a transportation case work queue to hold any cases

relating to transportation i.e. potholes and a public works case work queue to hold any

cases relating to public works, such as snow removal and new traffic sign requests.

Typically a back office worker will need access to at least one case work queue; this is

done by making the worker a member of a group that is linked to the work queue. This

configuration is illustrated in Figure 6.

Figure 6 User, Group & Queue Configuration


Exercises 5 - 6: Creating Work Queues

The following exercises provide practice in creating a case work queue, associating a

group with the work queue, and then assigning an individual to the group.

Exercise 5: Creating a Case Work Queue

This exercise illustrates how to create a case work queue to hold cases for the Transport

and Streets department. You’ll also configure a user to handle cases in pull mode from

this queue.

Part A: Creating a group to link to the work queue


1 Log on to the LAGAN Configuration Studio, if you have not already done

so.


3 Create a new group; enter xx_Transport and Streets in the Name text box

(where xx should be replaced by your trainee number).

4

From the Work Type drop-down box, select No Work; later we’ll change

this setting to specify Case and then associate it with the appropriate work

queue (see Figure 7).


Figure 7 Group Details

This group will ultimately be associated with a work queue; however as the work

queue has not yet been configured the work type should be set to ‘No Work’ and

then later amended.


5 Enter Back office group for Transport and Streets in the Description text

area.

6 Click the OK button.

7

Restart the LAGAN Configuration Studio. This is required to ensure that the

group you created is available for the queue you will create in the next

section.

Part B: Creating the case work queue


1 From the configuration tree, click Work Queues | Case.

2 Click the New button.

3 Enter xx_Transport and Streets in the Name text box, where xx should be




It’s possible to configure notifications to inform back office workers

when case(s) are added to this queue; to do this:

4 In the Notification tab, select email from the Method drop-down box.

5

Select instantly from the Trigger drop-down box; this indicates that each

time a new case is added to the queue an email will be automatically sent

to notify users that work is available.

6

Enter Case Available in the Subject text box.

This text box is only available if email is selected as the

notification method.

7

Enter Cases are available on the queue <queuename> in the Message

text area.

<queuename> is dynamic text and will be replaced with the actual

queue name when the message is sent; to insert this dynamic

data, click the Insert button, expand the Queue folder then

double-click the queuename item.

8 Click the Recipients tab then select the option Send to groups. This will

bring up a list of all groups on the system.

9

Double-click the xx_Transport and Streets group in the Users/Groups

column to move it to the right-hand column. Any users that belong to this

group will receive the work notifications (see Figure 8).


Figure 8 Configuring Notifications

Selecting the group to receive case notifications, as opposed to individual users,

ensures that any users added to the group at a later stage will automatically

receive these notifications without making any configuration changes.

You can also send the notification to individual users by clicking on the Send to

users option. By default there will be no users displayed; you will need to search

for a user and click on the Search User button (see Figure 9).

Figure 9 Configuring Notifications



10 Click the Escalation Recipients tab.

11 Click the New button. The Create Queue Recipient User dialog is

displayed.

12 Enter XX_Supervisor, where XX should be replaced by your trainee

number in the text box then click the Search User button (see Figure 10).

Figure 10 Create Queue Recipient User


13

Select the appropriate user (XX_Supervisor) from the list displayed in

the right-hand column; ensure Queue Supervisor is selected in the left-

hand column then click the OK button.

Selecting a queue supervisor is mandatory; the OK button on the

Create Work Queue dialog will not be enabled until this step is

completed.

14

Click the OK button. The following warning message will be displayed:



15

Click OK to acknowledge the warning.

The purpose of the key is to generate a unique and database

independent ID for areas such as Classifications, Groups and

Queues. These are much more portable than database ID's

because they are not derived from an automatic database

sequence and therefore do not change between different instances

of LAGAN, e.g. TEST and LIVE.

16 Click OK to create the Work Queue.

Part C: Associating the Group with the Work Queue

Next we’ll associate the xx_Transport and Streets group to the xx_Transport and Streets

work queue. This will enable members of the xx_Transport and Streets group to receive

and process any cases added to the xx_Transport and Streets work queue.


1 Click Groups and Security | Groups in the Configuration tree.

2 Open the xx_Transport and Streets group (where xx should be replaced

with your trainee number).

3 Select Case from the work type drop-down box and then select

xx_Transport and Streets from the Work Queue drop-down box.

4

Set the mode to Pull Mode as in Figure 11.

Any users that then belong to this group will be able to pull cases

from this work queue i.e. they will be able to select the cases they

wish to work on.



Figure 11 Pull Mode

Part D: Assigning a user to the group

Next, we’ll create a user and assign them to the xx_BackOffice group (that you created

in a previous exercise) and the xx_Transport and Streets group. Membership of the

former group ensures they have access to the functionality they require within the

LAGAN system; membership of xx_Transport and Streets group ensures they will receive

case items held on the xx_Transport and Streets queue.

Only brief steps on how to complete this part of the exercise are provided; if you

require assistance refer back to exercise 1 or ask the instructor.


1

Create a new user, xx_JonJones, where XX should be replaced by your

trainee number, and assign them to the xx_BackOffice group and to the

xx_Transport and Streets group.


complete this exercise.

Review the exercise with the instructor before continuing.


Exercise 6: Creating a Case Work Queue

Create a work queue that will hold cases relating to environmental services (for example

faulty street light cases, pothole reports, etc.). You will also configure users to retrieve

items from this queue.

Read the description below; then discuss with your instructor the items you will need to

create within the LAGAN Configuration Studio.

In the first phase of the LAGAN implementation, it has been decided that the contact

center will deal with environmental services issues, e.g. reporting faulty street lights,

stray dogs, potholes etc.

A LAGAN case will be created for those issues that cannot be resolved in the contact

center; these cases will be added to the environmental services work queue.

In the back office department there will be three staff members and one supervisor.

They will all need access to the environmental services work queue in order to pick

up the cases created in the contact center.

It has been decided that the supervisor will be able to ‘pull’ cases from the queue

whereas the other three staff members will have cases automatically pushed to them

when they log on.

The Environmental Services team has decided that they would like a notification sent

to them each time a case is added to the queue.

The team’s supervisor should be set as the work queue supervisor.


Try and answer the following questions before commencing the configuration

within the application.

How many groups will need to be configured?

_________________________________________________________________

_________________________________________________________________

_________________________________________________________________

______

How many work queues are required?

_________________________________________________________________

_________________________________________________________________

_________________________________________________________________

______

How many users will need to be required?

_________________________________________________________________

_________________________________________________________________

_________________________________________________________________

______


In the space below draw a representation of how the LAGAN system should be

configured. You should then create the appropriate items in the system remembering to

prefix each item with your trainee number.

Use the following naming conventions: name the work queue xx_Environmental

Services Queue; the group that links to this queue xx_Environmental Services

Group and the users <Your_Name>n where n represents the user number, for

example Jon_Jones1, Jon_Jones2, etc.



Case Receiver Group

Objectives


Describe the purpose of the case receiver group

Create a new case receiver group

Assign users to the case receiver group

What is the Case Receiver Group?

In the previous chapter we created work queues to hold cases; users could then handle

these cases if they belonged to the group that was linked to the queue. However, it is

also possible to configure the system so that cases are assigned to specific individuals

(as opposed to a generic work queue).

To enable this functionality, a case receiver group must be created and then users

assigned to it. As a result of their membership of this group, these users can have cases

allocated to them directly as illustrated in Figure 12.

Figure 12 Case Receiver Group

By belonging to the case receiver group, these three users have essentially got their

own personal work queue to which cases can be assigned.


Exercise 7: Creating a Case Receiver Group

Create a case receiver group and assign the user xx_BackOfficeUser to this group. This

will enable contact center staff to assign cases directly to him/her.

Part A: Creating the Case Receiver Group


1 Log on to the LAGAN Configuration Studio, if you have not done so

already.



4 Enter xx_Case Receiver in the Name text box, where xx should be


5 Select Case from the Work Type drop-down box.

6 Enable the Case Receiver? checkbox as illustrated in Figure 13.

7 Enter Case Receiver Group in the Description text area.




Part B: Assigning a User to the Case Receiver Group


1

Select the group, xx_Case Receiver, then click the Select Users button at

the bottom of the screen. The Select/Deselect Users for a Group dialog

box is displayed.

By default there will be no users displayed in either column; you

will need to search for a specific user.

2

Enter XX, where XX should be replaced your trainee number, in the text

box then click the Search User button (see Figure 14).

The left-hand column will now display the list of users whose

username commences with XX, where XX should be replaced by


3

Select the user, xx_BackOfficeUser; then click the > button to move the

user to the right-hand column.

Those users listed in the right-hand column are now members of

the XX_Case Receiver Group.

You can also assign users to the XX_Case Receiver group via the

Users screen.






Inquiry Classifications

Objectives


Explain the purpose of Inquiry classifications

Create new classification structures

Classifications

It’s possible to record the reason why the customer has contacted your organization

thereby enabling you to produce reports that illustrate the volume of queries of a

particular nature handled over a specific period of time.

To gather these statistics it is necessary to classify each interaction (or contact) a

customer makes to a three tier structure; the levels of which are referred to as subject,

reason, type.

The subject may be a city directorate, e.g. ‘Public Works’; the reason subdivides the

subject into smaller areas e.g. ‘Roads, Highways & Pavements’; the type then breaks the

reason into a further set of sub categories, e.g. ‘Dangerous Pavements’, ‘Abandoned

Vehicles’, ‘Potholes’.


Exercise 8: Creating Classifications

In this exercise you’ll add the following classifications to the LAGAN system:

Detailed steps on how to complete this exercise are provided below the table.

Subject Reason Type

xx_Transport and

Streets

Street care and Cleaning Graffiti - Reporting and

Removal

Animals – Dead

Abandoned Vehicles

Flooding – Fresh Water

Flooding – Sewer Water –

Provide Information

Roads, Highways and

Pavements

Lighting – Street Lights

Potholes

Application Forms Taxi Driver/Vehicle License

Blue Badge

Residents Parking Permit

Part A: Adding a Subject, Reason and Type


1 Log on to the LAGAN Configuration Studio if you have not already done so.

2 In the configuration tree, click Inquiries | Classification.

3

Click the Edit button.

Only one individual at a time can update the classification tree; if

you attempt to modify the tree when it is being currently edited a

dialog will be displayed with two options – Discard Changes and

Try Later. Be aware that clicking the Discard Changes button will



lose all the classifications the other individual has entered.

4 Select the All Inquiries folder at the top of the classification tree then and

click the Add button; the New Subject dialog is displayed.

5

Enter xx_Transport and Streets in the Subject text box (where XX should

be replaced by your trainee number) and then click the OK button.

The following information message will be displayed:

6

Click OK to acknowledge the message

The purpose of the key is to generate a unique and database

independent ID for areas such as Classifications, Groups and

Queues. These are much more portable than database ID's

because they are not derived from an automatic database

sequence and therefore do not change between different instances

of LAGAN, e.g. TEST and LIVE.

7

Select the subject, XX_Transport and Streets, then click the Add button.

The Add button adds a new level under the selected node, so for

example selecting a subject and the clicking the Add button

inserts a new reason underneath the selected subject. The New

button adds a new node at the same level that you have selected,

so for example selecting a reason and then clicking the New

button adds an additional reason to the tree.

8 Enter Streetcare and Cleaning in the Reason text box then click the OK

button.

9 Select the reason, Streetcare and Cleaning, and click the Add button.

10

Enter Graffiti – Reporting and Removal in the Type text box; then click the

OK button; a confirmation dialog (see Figure 15) will be displayed, click

the Yes button.


Figure 15 Confirmation Dialog

This confirmation dialog simply indicates that a process definition has not been

associated with this classification – this can be added at a later stage if required.

Part B: Extending the Classification Structure

Only brief steps on how to complete this part of the exercise are provided; if you

require further assistance refer to Part A of this exercise or ask the instructor.


1

Repeat steps 8 and 9 to add the following types under the reason

Streetcare and Cleaning:

Animals - Dead

Abandoned Vehicles


Flooding – Sewer Water (Prov_Info)

2 Add a second reason Roads, Highways and Pavements under the

xx_Transport and Streets subject.

3

Then add the following types under Roads, Highways and Pavements:


Potholes

4 Add a third reason Application Forms under the xx_Transport and Streets

subject.

5

Then add the following types under Application Forms:

Taxi Driver/Vehicle License

Blue Badges




6

Click the Submit button to save your changes.

The updates you make are stored locally until you click the Submit

button; it is only then that your changes are uploaded to the

database.





Configuring Case Attributes

Objectives


Describe the purpose of a process definition

Create a code book and then use it within a case form

Create a new case form

Create and configure a new process definition

Associate a form and work queue with a process definition

Defining Case Attributes

Depending on the nature of the customer’s inquiry, it may be necessary to create a

case. For example if the customer was reporting a faulty street light, the contact center

agent would capture the information about the fault within a case; this might include

details such as the fault type, exact position and pole reference number. The case would

then be added to the relevant work queue.

The details of the case are defined in what is known as a Process Definition; the latter is

then linked to an appropriate classification so that any interactions that are classified to

that Subject > Reason > Type will generate a case with the properties that are defined

within the associated Process Definition.

A process definition can have the following attributes:

SLA

This is the time in which the case should be resolved.

Severity

This can range from 0 to 5, with 0 being the highest severity and 5 the lowest.

Priority

This can range from 0 to 5, with 0 being the highest priority and 5 the lowest.

Work Queue

The case work queue to which the case will be added. If this is not specified at

design time, then the front office worker will have to select the work queue to which

the case will be added.

Form (or eForm)

The form (or eForm) is used to capture the information, from the customer, that the


back office will require in order to resolve the case. For example, the form for a

faulty street light process definition may contain the following fields:

o Pole reference

o Exact position

o Problem Description

o Are there Multiple Lights Out?

The form is developed as a separate component and then linked to the process

definition; however it must first be marked as ‘available’. The diagram in Figure 16

illustrates how these items link together.

Figure 16 Process Definitions


Exercise 9: Creating a Process Definition

In this exercise, you’ll create a process definition and then associate it with the

classification type Graffiti – Reporting and Removal.

Detailed steps on how to complete this exercise are provided below the table.

Classification: XX_Transport and Streets >> Street Care and

Cleaning >> Graffiti - Reporting and Removal

Name: xx_Graffiti - Reporting and Removal

Queue: xx_Transport and Streets

Severity: 2

Priority: 2

Form: The form should contain the following fields:

Exact Position

Edit field, length 100, mandatory

Type of graffiti

Combo box with 4 choices: Public property – offensive;

Public property – inoffensive; Private property –

offensive; Private property – inoffensive. Mandatory, no

default

Surface Material

Code book with 4 options: Brick, Concrete, Metal and

Glass

Is the paint metallic?

Check box, mandatory

Further details

Text area, optional

Events: Three events should be added:

Work to be assessed

Contractor arranged

Contractor work complete

SLA: T20 Working days


Classification: XX_Transport and Streets >> Street Care and

Cleaning >> Graffiti - Reporting and Removal

Part A: Create a Code Book

Notice that the form field ‘Surface Material’ is a code book. As such this needs to be

developed first and then associated with the form.

Code books are reusable drop-down lists that can be imported into multiple forms

(or eForms). A good use of code books is for commonly used combo lists such as

country (i.e. England, Ireland, Scotland, Wales, etc.) or title (i.e. Mr., Mrs., etc.).



already.

2 In the configuration tree, click Forms | Code Book.

3 Click the Create button.

4 Enter xx_SurfaceType in the Name text box, where xx should be replaced

by your trainee number.

5 Enter A selection of different surface types in the Description text area.

6 Select today’s date in the Start Date field; the code book will be available

from this date.

We now need to create the different surface type options (codes) for the new code

book.


7 Click the New button; the New Code dialog will be displayed.

8 Enter Brick in the Code text box.



9

Enter Brick in the Value text box.

The value in the Code text box will be stored in the database;

whereas the value in the Value text box will be displayed to users.

10 Enter Brick Surface in the Description text area.


12

Repeat steps 7 to 11 to add the following codes:

Metal

Glass

Concrete

13 Click the OK button to create the code book.

14

Ensure the code book is selected then click the Publish button.

Publishing a code book indicates that it is complete and can be

used within case forms and/or eForms.

Part B: Creating a Case Form

The next step is to define the form that will collect data from the customer; we’ll include

the code book we previously developed as a field within this form.


1 In the configuration tree, click Forms | Forms.


3

Enter xx_Graffiti in the Name text box (where xx should be replaced by

your trainee number).

Form and field names should not exceed twenty characters and

cannot contain spaces.



4

Click the New button to add a field to the form. The following field types

can be added:

Edit Field

Date Chooser

Number Spinner

Combo Box

Code Books

Check Box

Text Area

5

Add the following fields to the form:

An Edit Field:

Name: TxtLocation, Label: Location, Length: 100, set as

Mandatory, no default.

A Combo Box:

Name: CboGraffitiType, Label: Graffiti Type, with the following

Values:

Public property – offensive

Public property – inoffensive

Private property – offensive

Private property – inoffensive

It should be set as Mandatory with no default.

A Code Book:

Name: CodSurfaceType, Label: Surface Type, set as NOT


Code Book: Use the xx_SurfaceType code book developed in the

previous exercise.

A Check Box:

Name: CbxMetallic, Label: Is the paint metallic?, set as


A Text Area:

Name: TxtFurtherDetails, Label: Further Details, set as NOT




6 Click the Test Form button to check the appearance of the form (see

Figure 17).


8 Click the OK button to create the form.

Figure 17 Test Form Button


Part C: Completing the form

To assign the form to the process definition, the form (like a code book) must be

published.


1 Ensure the Latest Versions radio button is selected at the top of the

Forms screen.

2 Select the form xx_Graffiti then click the Complete button.

3

Click Yes at the prompt to automatically create a mapping for the form.

This will create a new database table that will store all case information

entered into the form by the end users.

A tick should appear in the checkbox next to the form name.

Part D: Creating the process definition


1 From the configuration tree, click Inquiries | Cases | Process

Definitions.


3 Enter xx_Graffiti - reporting and removal (where xx should be replaced by

your trainee number) in the Name text box.

4 Select High from the Priority drop-down box; priority can range from

Very High to Very Low.

5 Select High from the Severity drop-down box; this also ranges from Very

High to Very Low.

6

Click the button next to the Queue text box; the Select Case

Allocation dialog is displayed. Select xx_Transport and Streets (where xx

should be replaced by your trainee number) then click the OK button.



7

Click the button next to the Form text box; the Select Form dialog is

displayed. Locate and select the xx_Graffiti form created in part B of this

exercise then click the OK button.

8

Click the Events tab.

In this tab, you’ll create custom events that a back office worker

can add as they progress the case.

9 Select the first row and enter the text Work to be Assessed.

10

Press the TAB or ENTER keys to add the following events:

Contractor arranged

Contractor work complete

11

Click the SLAs tab.

Here you specify the time in which the case should be resolved. In

this example that’s 20 working days.


13 Enter 20 in the Target completion Time field; select Days from the

drop-down box then enable the Working Time check box (see Figure 18).

14 Click the OK button twice.

Figure 18 Service Level Agreement

It is possible to configure a different SLA for an organization and an individual. To

do this, select Organization from the Client Type drop-down box then enter the


desired SLA. Repeat the above step selecting Individual from the Client Type

drop-down box as opposed to Organization.

Part E: Assign the process definition to the classification


1 Choose Inquiries | Classification from the Configuration tree.

2 Click the Edit button.

3 Select the classification Graffiti - Reporting and Removal found under

xx_Transport and Streets then Street Care and Cleaning.

4 Click the Update button; the Update Type dialog is displayed (see Figure

19).

Figure 19 Classification


5 Click the Details tab.

6

Click the button next to the Process Definition text box, select the

process definition xx_Graffiti - Reporting and Removal (where xx should be

replaced by your trainee number).

7

For the Default Title, enter Graffiti Report. This will ensure that every

time an agent selects this classification, there will be a default title pulled

across. The user may change this title if need be.




9 Click the Submit button. You’ll notice that the name of the process

definition is now displayed, in blue, next to the type.

Part F: Testing the process definition


1

Start the LAGAN Agent Desktop application; log on as a front office

worker.

Use the username and password of the XX_frontoffice worker you

created in exercise 1.

2 Choose File | New | Case from the menu or click the New Case button

on the toolbar. The New Case dialog is displayed.

3 Click the button next to the Classification text box; the Select

Classification dialog is displayed.

4

Select the classification xx_Transport and Streets >> Street Care and

Cleaning >> Graffiti - Reporting and Removal.

The dialog will now be populated with the relevant form fields, the default

title, the case SLA, severity and queue.





Tasks and Task Lists

Objectives


Describe the purpose of tasks and task lists

Create and configure new tasks

Create new task lists

Add tasks to a task list

Associate a task list with a process definition

What’s a Task?

Tasks are activities a back office worker may perform in order to resolve a case i.e. they

can be regarded as a ‘To Do’ List.

The purpose of tasks is two-fold; firstly they help ensure the back office worker

completes the necessary steps to resolve the case; secondly they enable the contact

center staff to inform the customer exactly what has happened and what will happen in

order to progress their case.

A task, like a case, can have an SLA associated with it; however it should be noted that

the task SLA will start to count from when the case is created. For example, if a case

has two tasks each of which take 5 days to complete; the second task should actually be

configured to have an SLA of 10 days. If not then the system will set the due date for

both tasks to 5 days after the case is created.

Each task is created as a separate item; multiple tasks can then be grouped together to

form a task list. The individual task and/or the task list must then be assigned to the

relevant process definition. Any cases that are now created using that process definition

will have that set of tasks assigned to it. This configuration is illustrated in Figure 20

below:


Figure 20 Tasks and Task Lists


Exercise 10: Creating Tasks

This exercise illustrates how to create a set of tasks and then assign them to the

xx_Graffiti - Reporting and Removal process definition.

Process Definition: Graffiti - Reporting and Removal

Task Name Task Type Priority SLA

xx_Book Contractor xx_Administration High 4 days

xx_Inspect Site xx_Inspection High 15 days

xx_Contact Customer xx_Administration Medium 17 days

Part A: Create a Task Type


1 From the configuration tree, select Inquiries | Cases | Tasks | Task

Types.

2 Click the New button; the Create a New Task Type dialog is displayed.

3

Enter xx_Administration in the Type text box (where xx should be

replaced with your trainee number); enter Administrative Type Tasks in

the Description text area.

You must enter a description for each task type before the OK

button will be enabled.


5 Follow steps 2 to 4 to create a second task type of xx_Inspection (where

xx should be replaced by your trainee number).


Part B: Create a Task


1 From the configuration tree, select Inquiries | Cases | Tasks | Task

Definitions.

2 Click the New button; the Create Task Definition dialog is displayed.

3 In the Task Name text box enter the name of the first task - xx_Book

Contractor, where xx should be replaced by your trainee number.

4

Select xx_Administration (where xx should be replaced by your trainee

number) from the Task Type drop-down box.

The type simply describes the nature of the task, for example

administration, assessment, inspection etc.

5

Enter 4 days in the Due In box; check the Working Time check box.

Remember the task SLA begins to count down from when the case is

created.

6 Select high from the Priority drop-down box.

7

Enter Book Contractor to remove graffiti in the description text area. The

task name should be brief and summarize the task; however in the

description field you can enter more information.

The spell checker (provided the product version is v7.0.3 or

greater) can be run at any time by pressing F7 on the keyboard.

8 Click the OK button to create the task.

9

Repeat steps 2 to 8 to create the following tasks:

xx_Inspect Site (Type: xx_Inspection)

xx_Contact Customer (Type: xx_Administration)


Part C: Creating a Task List


1 From the configuration tree, click Inquiries | Cases | Tasks | Task

Lists.

2 Click the New button; the Create Task List dialog is displayed.

3 Enter xx_Graffiti Tasks in the Name field, where xx should be replaced by


4

Enter tasks for the graffiti removal process definition in the Description

text area.

You must enter a description for a task list before it can be

created.

The spell checker (provided the product version is v7.0.3 or

greater) can be run at any time by pressing F7 on the keyboard.

5 In the left-hand column you’ll see the three tasks you previously created,

use the arrow button to move these tasks to the right-hand column.


Part D: Assign the Task List to a Process Definition


1 From the configuration tree, choose Inquiries | Cases | Process

Definitions.

2 Select the process definition, xx_Graffiti - Reporting and Removal.

3 Click the Update button.

4 Click the Task Lists tab.

5 Select the task list xx_Graffiti Tasks in the left-hand column then use the

arrow button to move it to the right-hand column.




7

Now create a new case in the LAGAN Agent Desktop application using your

process definition. Search for the created case and ensure the tasks are

assigned to it.





Escalation Rules

Objectives


Describe the purpose of escalation rules

Create and configure escalation rules

Associate escalation rules with tasks and work queues

Why Use Escalation Rules?

Escalation rules help to ensure that tasks or cases are completed within their assigned

SLA; should a task or case SLA be about to exceed or has exceeded then a supervisor

can be notified via email or SMS. Escalation rules are configurable in that you can

specify when the email or SMS will fire off in relation to the SLA, for example 5 hours

before the SLA exceeds, 1 day before the SLA exceeds or 1 minute after the SLA has

been reached.

Each escalation rule is configured as a separate item and then associated with a task (to

monitor the SLA of that task) or a case work queue (to monitor the SLA of all cases on

that queue). Figure 21 illustrates this configuration.

Figure 21 SLAs and Process Definitions

Exercises 11 – 13: Creating Escalation Rules


The following exercises provide practice in creating escalation rules and then assigning

them to a task or a case work queue.

Exercise 11: Creating an Escalation Rule (Task)

In this exercise you’ll create an escalation rule that dispatches an email to

the line manager when a task is due in 2 hours’ time. The final message

should read like the following example:

5th October 2013 14.00. Inspect Repair for case 101000000035 is due for

completion by 5th October 2013 16.00.

Part A: Create the new Rule Recipient

First, we need to create the new recipient of ‘Line Manager’. Remember by default there

are only 4 default recipients – case creator, queue supervisor, case reporter and case

worker.



already.

2 From the configuration tree, click Inquiries | Cases | Tasks | Rule

Recipients.


4 Enter xx_Line Manager in the Name and Description text boxes, where

xx should be replaced by your trainee number.



Part B: Identifying the Line Manager

Next we need to identify which LAGAN user performs the job of line manager.


1 From the configuration tree, click Work Queues | Case.

2 Select the queue xx_Transport and Streets (where xx represents your

trainee number).

3 Click the Update button.

4 Click the Escalation Recipients tab.


6 Enter xx_BackOfficeUser, where XX should be replaced by your trainee

number, in the text box then click the Search User button.

7

Select the appropriate user from the right-hand column then ensure

xx_Line Manager is selected in the left-hand column and click the OK

button.


Part C: Create the Escalation Rule

Now we can configure the escalation rule; this should be set up to send an email to the

xx_Line Manager 2 hours before the task SLA due date.


1 From the configuration tree, click Inquiries | Cases | Tasks | Rules.


3

Enter XX_Task -2 Hours in the Name text box, where XX should be


It’s good practice to indicate in the name text box when the rule

will fire off in relation to the task or case SLA; only the rule name

is displayed when assigning it to either a task or case work queue.



4 Enter A rule that fires off two hours before a task is due in the

Description text area.

5 Enter 2 hours in the Target text box.

6

Enable the Working Time checkbox then verify the Before radio button is

selected.

This indicates that the escalation rule will fire off two hours before

the case or task SLA has been exceeded.

7

Select the xx_Line Manager recipient and move it to the right-hand

column. This indicates that the email message will be dispatched to this

recipient.

8 Select email from the method type drop-down box.

9 Enter Task Due in 2 Hours in the Subject text area.

10

Enter the following text for the Message text area:

<Date in local format><Time in local format>. <task name> for case

<case id> is due for completion by <target completion date/time>.

The text in < > indicates that it is dynamic data; to insert dynamic

data in the message body, click the Insert button and then select

the relevant item from the list of folders. For example to insert

today’s date, expand the Current Date folder then select the item

Date in Local Format.


Part D: Assign the Rule to the Task


1 From the configuration tree, click Inquiries | Cases | Tasks | Task

Definitions.

2 Select the first task you created (xx_Book Contractor) then click the

Update button.

3

In the Escalation Rules panel, you will see the rule you just created in

the left-hand column; use the > button to move it to the right-hand

column.


5 Repeat the steps 2 to 4 to assign the escalation rule to each of the tasks

you created.




Exercise 12: Creating an Escalation Rule (Task)

In this exercise you will create an escalation rule that dispatches an email message to

the case creator (i.e. the individual who initially created the case) when the task SLA has

been exceeded. The message text should read like the following example:

Inspect Repair for case 101000000021 is now overdue.

Only brief steps on how to complete this exercise are provided; should you

require further assistance refer to the previous exercise or ask the instructor.

Part A: Create the Escalation Rule



2

Create an escalation rule, called XX_Task Overdue (where XX should be

replaced by your trainee number) that will send an email when the task

SLA has been exceeded to the case creator.

3 Enter Task Overdue in the Subject text area.

4


<task name> for case <case id> is now overdue.

The text surrounded by < > indicates that it is dynamic data.

Part B: Assign the Rule to the Task


1 Assign the escalation rule, XX_Task Overdue, to each of the tasks you

created in exercise 10.




Exercise 13: Creating an Escalation Rule (Queue)

In this exercise you’ll create an escalation rule that will warn the queue supervisor, via

email, when cases on the xx_Transport and Streets queue (where xx represents your

trainee number) are due in 2 days’ time. The message text should read like the following

example:

Case 101000000092 on the 00_Transport and Street queue has an SLA set that

is due in 2 days’ time; please take appropriate action to ensure this SLA is met.

Only brief steps on to how complete this exercise are provided; should you

require further assistance refer to exercise 11 or ask the instructor.

Part A: Create the Escalation Rule



2

Create an escalation rule, called XX_Case -2 days, where XX should be

replaced by your trainee number, that will send an email to the queue

supervisor should a case SLA be due in 2 days’ time.

3 Enter Case Due in 2 Days in the Subject text area.

4


Case <case id> on the xx_Transport and Street queue has an SLA

set that is due in 2 days’ time; please take appropriate action to

ensure this SLA is met.

The text surrounded by < > indicates that it is dynamic data.


Part B: Assign the Rule to a Work Queue


1 Assign the escalation rule, XX_Case -2 days, to the XX_Transport and

Streets work queue, where XX should be replaced your trainee number.





Review

Objectives

In this section you’ll get additional practice in configuring:

Process definitions

Case forms

Tasks / Task Lists

Escalation rules


Exercises 14 - 21: Additional Practice

The following exercises provide additional practice in configuring process definitions,

forms, tasks and escalation.

In exercise 8 of this manual, you added the following classifications:

Subject Reason Type

xx_Transport and

Streets

Streetcare and

Cleaning

Graffiti - Reporting and

Removal

Animals – Dead

Abandoned Vehicles


Flooding – Sewer Water –

Provide Information

Roads, Highways and

Pavements


Potholes

Application Forms Taxi Driver/Vehicle License

Blue Badge


So far, we’ve only configured the process definition, form, tasks, and escalation rules

required for the classification, Graffiti – Reporting and Removal; hence in this exercise,

we’ll configure these items for the following classifications:

Animals - Dead Potholes

Abandoned Vehicles Taxi Driver / Vehicle License

Flooding – Fresh Water Blue Badge

Lighting – Street Lights Residents Parking Permit

Only brief steps on to how complete exercises 14 to 21 are provided; should you

require further assistance refer back to the previous exercises or ask the

instructor.


Exercise 14: Dead Animals Process Definition

In this exercise you’ll configure a form, a process definition, the tasks, and any

escalation rules required for the classification, Animals – Dead.

Classification: xx_Transport and Streets >> Streetcare and

Cleaning >> Animals – Dead

Queue: xx_Transport and Streets (where xx should be replace by

your trainee number)

SLA: 5 working days

Severity: 0

Priority: 0

Form: The following information should be gathered from the

customer:

Exact Position


Animal Type


Animal Description

Text Area, mandatory

Further Details

Text Area, options

Tasks: The following 2 tasks should be assigned to the process

definition:

xx_Book Contractor to remove animal

Activity duration is 3 days; if the activity is not completed

within 5 hours of the SLA then the case worker should be

notified via email.

xx_Arrange Disposal of animal

Activity duration is 1 day after removal


Exercise 15: Abandoned Vehicle Process Definition


escalation rules required for the classification, Abandoned Vehicle.

Classification: xx_Transport and Streets >> Streetcare and

Cleaning >> Abandoned Vehicle

Queue: xx_Transport and Streets (where xx should be replaced by


SLA: 10 working days

Severity: 2

Priority: 2


customer:

Car Registration

Edit field, mandatory, length 30

Exact Position

Edit field, mandatory, length 35

Make

Edit field, length 15, optional

Model


Police Informed

Combo box with 2 choices: Yes or No

Date Vehicle First Identified

Date field; default set as today

Tasks: The following tasks should be assigned to the process

definition:

xx_Inspect Vehicle

Activity duration is 1 day; if the activity is not completed

within 1 hour of the SLA then the case worker should be

notified via email.

xx_Notify Police

Activity duration is 5hrs

xx_Arrange tow truck

Activity duration is 6 days

Exercise 16: Flooding – Fresh Water Process Definition



escalation rules required for the classification, Flooding – Fresh Water.

Classification: xx_Transport and Streets >> Streetcare and Cleaning

>> Flooding – Fresh Water




Severity: 0

Priority: 0


customer:

Exact Position


Sandbag Required

Combo box with 2 choices: Yes or No, Mandatory

Further Details

Text Area, optional

Tasks: The following tasks should be completed:

xx_Book Contractor



notified via email)

xx_Inspect Site


xx_Call Customer



Exercise 17: Faulty Street Light Process Definition


escalation rules required for the classification, Lighting – Street Lights.

Classification: xx_Transport and Streets >> Roads, Highways &

Pavements >> Lighting – Street Lights



SLA: 24 working days for an organization; 30 working days for an

individual

Severity: 1

Priority: 1


customer:

Exact Position


Size


Type


Further Details

Text Area, optional


definition:

xx_Book Contractor


xx_Inspect Site


xx_Call Customer



Exercise 18: Pothole Process Definition


escalation rules required for the classification, Potholes.


Pavements >> Potholes




Severity: 2

Priority: 2


customer:

Exact Position


Size


Damage


Further Details

Text Area, optional


definition:

xx_Contractor



notified via email

xx_Inspect Site


xx_Call Customer



Exercise 19: Taxi Driver/Vehicle License Process Definition

In this exercise you’ll configure a form and a process definition for the classification, Taxi

Driver/Vehicle License.

Classification: xx_Transport and Streets >> Application Forms

>> Taxi Driver/Vehicle License




Severity: 3

Priority: 3


customer:

Make


Model


Car Reg


Start Date

Date field, optional

Tasks: No tasks


Exercise 20: Blue Badge Process Definition

In this exercise you’ll configure a form and a process definition required for the

classification, Blue Badge.


Pavements >> Blue Badge




Severity: 2

Priority: 2


customer:

Application Type

Combo box, New or Renewal, mandatory

Further Details

Text Area, optional

Tasks: No tasks


Exercise 21: Residents Parking Permit Process Definition

In this exercise you’ll configure a form and a process definition required for the

classification, Residents Parking Permit.


Pavements >> Residents Parking Permit




Severity: 2

Priority: 2

Form: No Form

Tasks: No tasks



Client Notifications

Objectives


Describe the purpose of client notifications

Compose a message to be sent when a case is opened or closed

Turn on / off client notifications

What is a Client Notification?

A client notification enables the customer to be alerted, via email, when a case is opened

or closed. The email content can be customized depending on the nature of the case i.e.

the message dispatched when a pothole case is closed can differ from that of a benefits

case. The email is sent automatically, by the system, to the customers preferred email

address.

If the customer does not have an email address defined in their profile then the

client notification cannot be sent.


Exercise 22: Configuring a Client Notification

In this exercise you’ll configure an automatic notification that will be dispatched to the

client (i.e. customer) when cases of type xx_Graffiti - Reporting and Removal are

opened.

Part A: Composing the message



already.

2 From the Configuration tree, select Client Notification | Messages.


4 Enter xx_Graffiti Case Opened, where xx should be replaced by your

trainee number, in the Description text box.

5

Enter Case Opened <Case ID> in the Subject text box.

The text surrounded in < > indicates that it is dynamic data; to

insert dynamic data in the Subject text box, click the Insert

button then select the appropriate item from the Case Details

folder.

6

Enter the following text in the Message text area:

We have logged a new case on the system for your report.

The details are as follows:

Case id: <case ID>

Create Date: <Created Date>

SLA Due Date: <SLA Due Date>

Case Information: <Case Descriptors>

The text surrounded in < > indicates that it is dynamic data; to

insert dynamic data in the Message text box, click the Insert

button then select the appropriate item from the Case Details

folder.



Part B: Associating the message with a classification


1 From the configuration tree, select Client Notification | Classification

Associations.


3 Select Case:Create from the Trigger drop-down box.

4 Click the Select Message button; the Notification Message Selection

dialog is displayed.

5 Select the message xx_Graffiti Case Opened then click the OK button.

6

Locate the classification xx_Transport and Streets >> Street Care and

Cleaning >> Graffiti - Reporting and Removal in the left-hand column,

then use the arrow button to move it the right-hand column.


Part C: Turning on the Client Notifications

Next, we need to ensure the client notification functionality is turned on.


1 From the configuration tree, click Client Notifications.

2 Select Case:Create and then click the Update button.

3 From the Notify drop-down box, select Based on Classification then

click the OK button.





Letter and Email Templates

Objectives


Describe the purpose of correspondence templates

Create and configure correspondence templates for letters and emails

Correspondence Templates

Standard correspondence templates can be built through the LAGAN Configuration

Studio to enable agents to quickly and easily create company approved outbound emails

and/or letters. These templates can contain dynamic data i.e. data that is inserted at

runtime such customer name and address and static data i.e. data that will never

change irrespective of when or who the letter is being sent to.

Exercise 23: Creating Letter Templates

In this exercise you’ll create a standard template that can be used to create outbound

letters (or emails) to customers.

Whereas email templates are completely defined within LAGAN, letter templates consist

of two parts:

Presentation (document) template, which will often be a letter template

in the company corporate style. This document template contains bookmarks

(placeholders) showing where the dynamic LAGAN data will be positioned.

The presentation template is created in the standard corporate word-

processing program, such as Microsoft Word or OpenOffice Writer.

Content (LAGAN) template, which enables dynamic data to be defined for

one or more bookmarks.

The steps in part A are not required if you are creating a template for outbound

email.


Part A: Creating the Presentation (Document) Template

First, we’ll create the presentation template onto which the letter text will be printed.

Follow the instructions below for your Word Processor system (Microsoft Word

2007+, Microsoft Word 2003 or OpenOffice Writer).

Check with your instructor which system to use and the location to store

the template file. For these examples, we will assume a file location of:

C:\lagan\Templates\ [you may need to create the Templates folder]

Option 1: Microsoft Office 2007+


1 Open a new Microsoft Word document.

2 Position the cursor at the top of the document. Click the Insert tab and

then click Bookmark (in the Links group).

3 Enter heading as the Bookmark Name.

4

Click the Add button. If bookmarks are visible in the document, the ‘I’

symbol will appear by the cursor to indicate the position of the bookmark.

If this symbol does not appear:

Click the File tab then Options (near Exit). The Options dialog

will open.

Click Advanced on the left, then scroll down the options on the

right to the Show document content section (see Figure 22).

Ensure the Show bookmarks checkbox is enabled and then

click OK.


Figure 22 Word 2007+ Options Dialog


5 Click the File tab and then Save As to open the document save dialog.

6

Navigate to the save location specified by your instructor (e.g.

C:\lagan\Templates) and enter lagan as the File name. Select Word 97-

2003 Template (.dot) from the Save as type drop down list and click

Save.

7 Close the Microsoft Word template.

Option 2: Microsoft Office 2003


1 Open a new Microsoft Word document.

2

Position the cursor at the top of the document and click Insert |

Bookmark from the menu bar and enter heading as the Bookmark

Name.

3 Click the Add button. If bookmarks are visible in the document, the ‘I’

symbol will appear to indicate the position of the bookmark.



If this symbol does not appear, choose Tools | Options from the

toolbar. The Options dialog will open. Ensure the Bookmarks

checkbox is enabled in the View tab.

4 Choose File | Save As from the menu bar to open the document save

dialog.

5


C:\lagan\Templates) and enter lagan as the File name. Select Document

Template (.dot) from the Save as type drop down list and click Save.

6 Close the Microsoft Word template.

Option 3: OpenOffice Writer


1 Open a new OpenOffice Writer document.

2

Position the cursor at the top of the document and click Insert |

Bookmark from the menu bar and enter heading as the bookmark name.

Click OK.

Bookmarks are not normally visible in Writer 3.x documents, but

you can confirm that the bookmark exists. Right-click on the Page

1/1 information area at the bottom left of the Writer window. A

list of bookmarks will appear; clicking on one will go to the

position of that bookmark.

3 Choose File | Save As from the menu bar to open the document save

dialog.

4


C:\lagan\Templates) and enter lagan as the File name. Select ODF Text

Document Template (.ott) from the Save as type drop down list and

click Save.

5 Close the OpenOffice Writer template.


Part B: Creating the Content (LAGAN) Template

Next we’ll create the template within the LAGAN Configuration Studio; this template will

contain the text of the letter including the dynamic text such as the customer name,

case details etc.


1 From the configuration tree, select Correspondence | Content

Templates.


3 Enter xx_Templates in the Tree Name text box, where xx should be

replaced with your trainee number.

4 Click the Content tab.

5

Click the New Node once; you can now edit the template name. Enter

Acknowledgement as the name (see Figure 23).

You can also right-click New Node and select Edit to change the

name.

Figure 23 Create Template Tree



6

Position the cursor in the white space of the Content tab; then click the

Start Bookmark button. The Start Bookmark dialog will open; enter

heading as the bookmark name (see Figure 24).

The bookmark name must be entered in the same format as

defined in the Microsoft Word template.

Figure 24 Start Bookmark


7 Click the OK button; the text [bookmark=heading] will appear in the

Content tab.

8

Enter the following text after [bookmark=heading] and then press the

ENTER key.

Any City,

16 – 20 Any Road,

Any Town.

9 Now we need to insert dynamic data for the date; in the Dynamic Data

List panel, open the Current Date folder.

10

Double-click the item, Day; this will add the text <!1!/CurrentDate/Day!>

in blue.

Dynamic data is displayed in blue; this will be replaced with the

correct data when the letter is sent.

11 Insert / after <!1!/CurrentDate/Day!>.

12 In the Current Date folder locate Month; double-click this item. This will

insert the text <!1!/CurrentDate/Month!>.



13 Insert / after <!1!/CurrentDate/Month!>.

14 In the Current Date folder locate the Year item; double-click on this. This

will add the text <!1!/CurrentDate/Year!>.

15 Press the ENTER key twice.

16

Insert the word Dear followed by the <Interaction Client Name> (use the

Dynamic Data List and choose the Interaction folder and select

Interaction Client Name) and finally insert a comma.

17

Press the ENTER key then enter the remaining content of the letter:

Thank-you for contacting the city. Your inquiry has been sent to the

relevant department to be dealt with. If you need to contact us please

quote your unique reference number: <Case Ref Nos>

[use the Dynamic Data List and choose the Agent Session folder and

select Last Created CaseID].

Yours Sincerely,

<AgentName>

To insert the agent name, use the Dynamic Data List. Select the

Agent Information folder then double-click Name.

18

As the body of the letter is now complete, click the End Bookmark

button.

The Subject tab of the Create Template Tree dialog enables us

to define a subject for the template; however this is only relevant

if the template is to be used for emails. Our template is specifically

a letter template as such we’ll not set a subject.

19 Click the Presentation tab. Here, you’ll register the presentation template

you created earlier.


21 Enter Acknowledgment Template in the Name field.



22

Enter the full file path to the presentation template file in the Value field

(see Figure 25):

For MS Word: file:///C:/lagan/Templates/lagan.dot

For OpenOffice: file:///C:/lagan/Templates/lagan.ott

The value of the Name field will be presented to the agent within

the LAGAN Agent Desktop; whereas The Value field must contain

the actual name and full file path of the presentation template.

The presentation would normally be stored at a shared network

location, not on a single PC.

23 Click the OK button twice.

24 Log off the LAGAN Configuration Studio.

Figure 25 Presentation Details

Part C: Testing the Template


1 Log on to the LAGAN Agent Desktop.

2 Start a new interaction, search for a customer and set them as the

interaction client.

3 Classify the interaction to xx_Transport and Streets >> Street Care and

Cleaning >> Graffiti - Reporting and Removal.



4 Complete the case dialog with the required information then click the OK

button.

5 Click the Contact History button; locate the case you just created and

right-click.

6 Choose Create Letter from the popup menu.

7

From the drop-down box in the top left-hand corner, locate your tree

name; this will be xx_templates where xx represents your trainee

number.

8 Double-click the Acknowledgement template to display its content.

9 Click the Resolve button; the blue text will be replaced with the current

date, the customer name, the case number and the agent name.

10

Click the Send button. The system will retrieve the Microsoft Word

template and then insert into it the text of the LAGAN template (see Figure

26).

Figure 26 Create Letter






Demonstration: Importing Email Contacts

The following steps illustrate how to import external email contacts into LAGAN thereby

enabling users to send or forward emails to these addresses from an address book. The

addresses may be internal employees that as yet do not have access to LAGAN or to 3rd

party contractors that perform specific work for the organization. It is therefore assumed

that the number of addresses will be in the tens or hundreds, not thousands.

An example of the import file can be found on the course eKit within the folder

External Email Contacts.

Part A: Importing the Addresses


1

Navigate to Correspondence | External Email Contacts in the

configuration tree.

This screen provides guidance on the format of the rows within the CSV;

each row must contain two columns: full name and email. These can be

separated with a comma, tab or vertical line.

2 Click the Import button. The Select a Separator dialog is displayed.

3 Enable the Comma radio button – this is because the example file

provided with this course used a comma as the separator.

4 Click the Select button. A Select a File dialog is displayed.

5

Navigate and select the appropriate file then click the Open button.

By default the file type on the Select a File dialog is set to CSV;

if the import file is a .txt file then select All Files from the Files of

Types drop-down box.

6 A dialog will be displayed informing you if the import has been successful.

Click the OK button.

7

The External Email Contacts screen will be updated to display a status,

for example in the screenshot below (see Figure 27) the status indicated

that six contacts were imported by the user gillian.


Figure 27 External Email Contacts

Part B: Using the External Email Contacts

These steps illustrate how an end-user can forward or send an email to an address on

the external email contacts list.


1

Log on to the LAGAN Agent Desktop with an appropriate username and

password.

The user must either be set to receive inbound email

correspondence or have the permission to create and send

outbound email correspondence.

2 Choose File | New | Email from the menu bar. The Create Email dialog

pops open (see Figure 28).


Figure 28 Create Email


3

Click the magnifying glass next to either the To, Cc, or Bcc text boxes –

the Email Address Selector dialog will pop open (see Figure 29).

The Email Address Selector dialog contains 2 tabs: Client and

External. The Client tab presents the email addresses for the

associated client (i.e. the individual who will receive the email) –

this tab is disabled if a client has not been specified). The

External tab lists the names and email addresses of the imported

individuals. You can select one or more these addresses to include

in the To, CC or Bcc address fields.

4 Close the Email Address Selector dialog.

5 Log off the LAGAN Agent Desktop.


Figure 29 Email Address Selector


Case Study

Background

Acme City is undertaking a two year long citizen access project to transform the way it

interacts with the public.

At present service requests are dealt with directly by each department; however there

are in fact over 250 different phone numbers for the city departments and 7 small

offices in towns each of which provide a particular service. A survey carried out by the

city to examine how their citizens were contacting them revealed that over 70% of

residents go to the wrong place for help. In addition the lack of integration between

systems has meant that citizens are left trying to contact a department without success,

and when they do get through, it is often to the wrong department or they then have to

speak to several different departments to deal with one simple issue.

The new program aims to improve service provision and service accessibility by

implementing a ‘one-stop’ shop approach using LAGAN Enterprise. The end vision is to

offer all services including education, leisure and social care from many different contact

points – face to face, call center, email, Internet and kiosks. It is recognized that this

will be a major cultural change within the organization; it is not just a process change

but also a mindset change so that employees see things from the point of view of the

customer experience.

Acme City is at present involved in the redesign of the ground floor of their offices to

incorporate a contact center with the potential to hold 30 staff. The latter will have

access to the LAGAN Agent Desktop and will ultimately handle all service requests and

inquiries made to the City however so as not to overburden the contact center it has

been decided that in the first phase only “Environmental & Planning” Services processes

will be implemented.

A LAGAN business consultant has conducted a set of workshops with Acme City. They

discovered all the information required to configure the LAGAN system to the specific

requirements of the City; these are detailed in the following pages. Your task as a

LAGAN Configuration Specialist is to take these requirements and transfer them into the

LAGAN system.


Requirements

Front Office (Contact Center)

In the contact center, there will be 4 agents and 1 supervisor; all of which should be

configure to perform the following functions in the LAGAN system:

Complete the table by identifying which LAGAN permission will provide the

required functionality.

Required Functionality LAGAN Permission

View a customer’s previous inquiries and

interactions

Compose and send letters

Compose and send emails

View the brief details of the current object and

its associated relationships

Search for previous cases based on a case

reference number, date, classification etc.

Use the scripting

Search for objects (organizations, properties,

streets and/or individuals)

View the complete details of an object

View the messaging board

Create manual voice-in and email-in interactions


In addition to the above functions the supervisor should be able to:

As before complete the table by identifying which LAGAN permission will provide

the required functionality.

Required Functionality LAGAN Component

Create and delete client messages.

Create and delete general messages

Create instant messages

Reopen cases

Monitor staff performance, work queue lengths,

and case SLAs

The first phase of the implementation will focus on Environmental & Planning issues; 3

processes are to be configured – Tree Issues, Clinical Waste and Missed Bin Collections.

All of these processes will result in the creation of a service request. A fourth process will

also be implemented which is simply a request for information on household waste. In

order to gauge the volumes of these types of inquiries the following U4 classifications

need to be added (xx should be replaced with your trainee number):

Subject Reason Type

xx_Environment &

Planning

Parks and Open

Spaces

Tree Issues

Recycling, Rubbish

and Waste

Household Waste – Clinical

Waste

Missed Collection

Household Waste (Prov_Info)


Tree Issues Service Request

Classification: xx_Environment & Planning >> Parks and Open Spaces

>> Tree Issues

Name: xx_Tree Issue (where xx should be replaced by your trainee

number)

Queue: xx_ESG Inquiries

A notification should be sent to the queue supervisor, via

email, if any cases on this queue are in danger of exceeding

their SLA in 1 day time. The notification should include the

case id and queue name.

Severity: 4

Priority: 4

Form: Two fields should be added:

Exact Position


Further Details

Text Area, optional

SLA: 5 Working days

Activities: The following activities must be completed by the back office

in order to resolve the service request:

Arrange a site visit to the premises

Activity duration of 2 days; if this SLA exceeds the case

worker should be notified via email.

Compile report


within 5 hours of the SLA then the case worker and

Supervisor should be notified via email.


Clinical Waste Service Request

Classification: xx_Environment & Planning >> Recycling, Rubbish and

Waste >> Clinical Waste Service

Queue: xx_ESG Inquiries (where xx should be replaced by your trainee

number)

Severity: 0

Priority: 0

SLA: 7 days

Form: The following information needs to be collected from the

customer:

Exact Position


Type of Waste


Contact Method

Combo Field with 3 choices: Letter, Email & Phone No

Further Details

Text Area, optional

Activities: The following activities must be completed by the back office in

order to resolve the service request:

Arrange a site visit to the premises

Activity duration of 2 days; if this SLA exceeds the case

worker should be notified via email

Book Contractor



notified via email

Call Customer



Household Waste – Missed Collection Service Request

Classification: xx_Environment & Planning >> Recycling, Rubbish and

Waste >> Missed Collection

Queue: xx_ESG Inquiries

Severity: 0

Priority: 0

SLA: 2 days

Activities: The following activities must be completed by the back office in

order to resolve the service request:

Schedule in Bill Collection Lorry



notified via email


Back Office

Two back office users will process all service requests within the xx_ESG Inquiries

work queue; they should be configured to have access to the following LAGAN functions:

As before complete the table by identifying which LAGAN permission will provide

the required functionality.

Required Functionality LAGAN Permission

View previous inquiries and interactions

Compose and send letters

View the brief details of the current object and

its associated relationships

Search for previous inquiries based on a case

reference number, date, classification etc.

Update the SLA and severity of a case

Search for objects (organizations, properties,

streets and/or individuals)

View the complete details of an object. (Current

Object Details View)

Create manual voice-in, email-in, and mail-in

interactions


Appendix

Appendix A: If you have More Time…

The following scenarios should be attempted if time permits; they provide additional

practice in configuring:

Classifications

Process Definitions

Forms

Tasks / Task Lists

Case Work Queues

Escalation Rules

Exercise 24: Additional Practice

For each process definition, you will be provided with the details of the classification to

which it should be linked, the queue onto which the cases should be placed, and details

of any associated form and/or tasks. You should create each of these items and then

test your configuration by logging onto the LAGAN Agent Desktop and creating a case of

that type.

Remember to prefix any items you create with your trainee number.


Part A: Publicity Grant

Here you’ll configure a form, a process definition, the tasks, and any escalation rules

required for the classification, Publicity Grant (App_Serv).

Classification: xx_Arts and Leisure >> Tourism >> Publicity Grant

(App_serv)

Name: xx_Application for a Publicity Grant

Queue: xx_Tourism and Leisure

Severity: 5

Priority: 5


Attraction


Grant For

Combo box with 2 choices: publicity leaflets and event

Mandatory, No Default.

Amount Requested


Events: Three events should be added:

Approval Denied

Approval Granted

Inform customer of decision

SLA: 30 days

Tasks: Four tasks should be added:

xx_Review Application Form

xx_Arrange Interview/Site Inspection

xx_Interview/Inspection Complete

xx_Approve/Deny Grant

Part B: Garden Maintenance


Here, you’ll configure a form, a process definition, the tasks, and any escalation rules

required for the classification, Garden Maintenance.

Classification: xx_Housing >> Improvements, repairs and

regenerations >> Garden Maintenance

Name: xx_Garden Maintenance

Queue: xx_Housing

Severity: 3

Priority: 3


Work to be done

Combo box with 2 choices: Grass cutting or Hedges cut.

Mandatory; no default

Reason

Combo box with 2 choices: Disabled or Elderly. Mandatory;

No default.

SLA: 40 days


xx_Assess Work

xx_Arrange Contractor

xx_Contractor Work Complete Milestone

xx_Site Inspection


Part C: Electoral Register

Next, you’ll configure a form, a process definition, the tasks, and any escalation rules

required for the classification, Electoral Register (App_Serv).

Classification: xx_Miscellaneous >> Democracy >> elections –

Electoral Register (App_Serv)

Name: xx_Electoral Register

Queue: xx_Miscellaneous

Severity: 0

Priority: 0

Form: The form should contain one field:

Local Authority

Edit field, length 30

SLA: 40 days


xx_Dispatch application form

xx_Receive completed form

xx_Review Form

xx_Arrange Interview


Part D: Tax Exemptions


required for the classification, Tax Exemptions

Classification: xx_Revenues and Benefits/Finance >> Council Tax

>> Exemptions (App_Serv)

Name: xx_Council Tax Exemption

Queue: xx_Benefits

Severity: 4

Priority: 4

Form: One fields should be added:

Reason

Combo box with 5 choices: Owned by Charity; Under repair;

Empty and unfurnished; Halls of residence; Owned by

students. Mandatory

SLA: 35 days

Tasks: Two tasks should be added:

xx_Arrange Interview

xx_Application denied


Part E: Equipment & Adaptations to Home


required for the classification, Equipment and Adaptations to Home (App_Serv).

Classification: xx_Social Services >> Help at Home >> Equipment

and Adaptations to Home (App_Serv)

Name: xx_Application for Equipment Adaptation

Queue: xx_Social Services

Severity 3

Priority: 3

Form: One field should be added:

Adaptation required

Edit field. mandatory

SLA: 30 Days


Part F: Sixth Form Access Fund

Finally, you’ll configure a form, a process definition, the tasks, and any escalation rules

required for the classification, Sixth Form Access Fund.

Classification: xx_Education >> Schools >> Sixth Form Access

Fund (App_Serv)

Name: xx_Application for Sixth Form Access Fund

Queue: xx_Education

Severity: 1

Priority: 1

Form: Four fields should be added:

School

Edit field. mandatory

Age of pupil

Edit field, mandatory

Date of birth of pupil

Date field, mandatory

Family income

Edit field, mandatory

Events: Six events should be added:

Visit arranged

Visit taken place

Application denied

Application approved

Financial form sent

Financial form received back

SLA: 60 Days

Tasks: Three tasks should be added:

Review Completed Form


Classification: xx_Education >> Schools >> Sixth Form Access

Fund (App_Serv)

Arrange Interview

Interview Milestone Complete


Appendix B: LAGAN Group Permissions

The table below presents each of the default permissions that can be assigned to a

group. For each it provides a brief description of the screen or function to which the

permission gives access as well as the role that the permission is most relevant to i.e.

front office, back office, supervisor or administrator.

* Indicates permissions that are currently not supported.

Permission Description Role

ACL

Administration

This function enables a user to administer

the Access Control List (ACL) security

permissions via the LAGAN Agent Desktop.

Supervisor

Agent Call

History

The Past Calls screen displays a list of all

the inbound calls the user has dealt with as

well as any outbound calls (campaigns)

they have made.

Assigning this component to the users

group will add the Call History item to the

Go menu of the LAGAN Agent Desktop.

Front Office

Close Case This option enables the user to close cases.

Enabling this option will add the Close Case

item to the Action menu of the LAGAN

Agent Desktop.

Front Office

Back Office

Configure

Business Rules

This component enables a user to define a

business rule for the organization. Business

rules are used to notify the agent to

particular customer attributes, for example

if the customer has a hearing disability;

typically an administrative function.


group will enable them to access the

Business Rules folder of the Configuration

Tree within the LAGAN Configuration

Studio.

Administrator

Configure Call

Blending

Blend Configuration enables a user to (1)

define blending rules, and (2) to view the

blending rules that have been applied for

their logon session. A blending rule defines

the amount time front office users will

spend answering calls and how much time

Administrator



they will spend working on other items.


group will enable them to access the Call

Blending folder of the Configuration Tree

with the LAGAN Configuration Studio.

Note: CTI must be in place for a blending

rule to function.

Configure

Campaigns*

The Campaign Configuration component

enables a user to create, modify and delete

campaigns. A campaign is a means of

informing customers about various services

or products via the telephone.



Campaign folder of the Configuration Tree

within the LAGAN Configuration Studio.

Administrator

Configure Client

Notifications

Notification Configuration enables users to

configure the automatic messages that will

be sent when a specific type of case is

closed or opened.


group will give them access to the Client

Notification folder in the Configuration tree

of the LAGAN Configuration Studio.

Administrator

Configure Client

Setup*

This enables the user to configure various

categories or types of customer, for

example a gold category or a vulnerable

category. Different SLA’s for then be

applied to these categories.


group will enable them to access the Client

Setup folder of the Configuration Tree

within the LAGAN Configuration Studio.

Administrator

Configure

Components

This component enables the user to define

new components (or menu items) to add to

the LAGAN Agent Desktop.


Administrator




Components folder of the Configuration

Tree within the LAGAN Configuration

Studio.

Configure

Correspondence

This component enables the user to

configure standard templates and

attachments that can be used by agents to

build letters and emails.

Assigning this component will give the user

access to the Correspondence folder in the

Configuration Tree.

Administrator

Configure

eForms

This component enables the user to create,

modify and delete eForms.

Assigning this component will give access

to the eForm folder in the Configuration

Tree.

Administrator

Configure

Inquiries

The Inquiry Configuration component

enables the user to (1) create, modify and

delete classifications; (2) create, modify

and delete process definitions; (3) create,

modify and delete tasks and task lists.


access to the Inquiries folder of the

Configuration Tree as well as its sub-

folders (Cases and Tasks)

Administrator

Configure

Events

This component enables the user to create

custom events – these are then associated

with a classification.

Administrator

Configure

Groups

This component enables the user to create,

modify and delete groups. Groups are what

determine the functionality and work type

users will handle.


access to the Groups folder in the

configuration tree.

Administrator



Configure Script

Flows

This Script Flow Configuration component

enables the user to create, modify and

delete scripts flow. Script flows are used by

front office workers to help them deal

efficiently and effectively with a customer

contact.


group will give them access to the Script

Flow folder in the Configuration tree of the

LAGAN Configuration Studio.

Administrator

Configure Users Enables the user to create, modify and

delete LAGAN users.


group will give them access to the User

folder in the configuration tree of the

LAGAN Configuration Studio.

Administrator

Configure Work

Queues

This enables the user to configure queues

that will hold case items and inbound

correspondence items (e.g. emails, faxes,

letters, etc.).


group will give them access to the Work

Queues folder in the Configuration Tree of

the LAGAN Configuration Studio.

Administrator

Configure XML

Schemas

This component enables the user to set up

connections to external databases and to

define SELECT statements that will retrieve

specific information from these databases.


group will give them access to the XML

schema folder in the Configuration Tree of

the LAGAN Configuration Studio.

Administrator

Create Case The Create Case component enables the

user to create a case without being in an

interaction; typically a front office function.


group will add the New Case item to the

Front Office

Back Office



File menu of the LAGAN Agent Desktop.

Create Client

Message

Enabling this feature will give users the

ability to create client messages. These are

messages that relate to a specific individual

or organization.

Front Office

Create eForm Enables the user to add an eForm to a

case. This feature will add the Add eForm


Agent Desktop.

Front Office

Back Office

Create Event This option enables the user to add an

event to the case. Events can be used to

specify what the user has done to progress

the case. Enabling this feature will add the

Add Event item to the Action menu of the


Front Office

Back Office

Create General

Message

Provides users with the ability to create

general messages.

Front Office

Supervisor

Create Instant

Message


ability to create and send instant

messages.

Supervisor

Create

Interaction

This component enables the agent to

manually log interactions; the channels on

which these can be logged are dependent

upon the features enabled for this

component.

Assigning this option to the users group will

add the Log Incoming item to the File

menu of the LAGAN Agent Desktop.

Front Office

Back Office

Create Note This case action enables the user to add a

note to case. This note will be visible to all

other front office and back office workers.

Enabling this feature will add the following


Agent Desktop; Add Case Note.

Front Office

Back Office

Create ODM

Object

This permission allows a user to create a

new individual and organization; typically a

front and back office function.

Front Office



Assigning this component will add the New,

Individual/Organization item to the File

menu of the LAGAN Agent Desktop.

Create Process

By assigning this component, the user will

be able to create specific processes that

follow a defined workflow.

Note: This component is only relevant if

you have purchased LAGAN BPM.

Front Office

Back Office

Create SMS

Message

Gives users the ability to create SMS (text)

messages. SMS messages can be sent to

any user in the LAGAN system that has a

cell (mobile) phone number specified in

their user profile.

Front Office

Supervisor

Create Task Enables the user to add a task or task list

to the case. The user can select a

predefined task or task list or they can

create a new task to assign to the case.

This feature will add the Add Task item to

the Action menu of the LAGAN Agent

Desktop.

Front Office

Back Office

Create Task

Note

This feature enables the user to add notes

to a task. To access this option the user

must select the task, right-click and then

choose Task Notes from the popup menu.

Front Office

Back Office

End Interaction

On Answer (CTI

Light Only)

If enabled the system will automatically

end the current interaction when a new call

is answered. This is only relevant if LAGAN

is integrated with a telephony system.

Front Office

Delete Case This feature enables the user to delete a

case. A case can only be deleted if it has

been closed. Enabling this feature will add

the Delete Case item to the Action of the


Supervisor

Delete Client

Message

Gives users the ability to delete client

messages.

Front Office

Supervisor

Delete General

Message

Gives users the ability to delete general

messages.

Supervisor



Delete Note This case action enables the user to delete

notes from cases. To access this option the

user must select the note, right-click and

then choose Delete from the popup menu.

Front Office

Back Office

Supervisor

Delete ODM

Object

This component enables a user to delete a

new individual and organization and

displays the ‘Actions, Delete Current

Object’ menu option.

Supervisor

Delete Task This case action enables the user to delete

tasks assigned to a case. Note: Only

manual tasks can be deleted. To access

this function the user must the select the

task, right-click and then choose Delete

from the popup menu.

Front Office

Back Office

Supervisor

Face To Face This screen is used to handle face-to-face

interactions if LAGAN has been integrated

with Q-Matic. Assigning this component to

the users group will add the Face To Face

item to the Go menu in the LAGAN Agent

Desktop.

Front Office

Information

Screen

The Information component provides

access to a web site/page; the actual page

is determined by the system configuration.


group will add the Information item to the

Go menu of the LAGAN Agent Desktop.

Front Office

Link Cases Enables users to link or connect two cases.

If enables the Link Case To Case option will

be available in the Actions menu of the


Front Office

Back Office

Old Contact

History

The (Old) Detailed Contact History screen

provides a list of all the interactions made

by a customer as well as all the inquiries

and cases they have raised.

This component will add the Detailed

Contact History item to the Go menu.

Front Office

Optionally If enabled, the user can end an email Front Office.



Classify Email

In Interactions

interaction without assigning it a

classification. If not enabled, then each

email interaction must be assigned a

classification, else the user will not be able

to finish it.

Optionally

Classify Face to

Face

Interactions

If enabled, the user can end a manual face

to face interaction without assigning it a


face to face interaction must be assigned a


to finish it.

Front Office

Optionally

Classify Fax In

Interactions

If enabled, the user can end a manual fax



manual fax interaction must be assigned a


to finish it.

Front Office

Optionally

Classify Mail In

Interactions

If enabled, the user can end a manual

mail/letter interaction without assigning it a


manual mail/letter interaction must be

assigned a classification, else the user will

not be able to finish it.

Front Office

Optionally

Classify SMS In

Interactions

If enabled, the user can end a manual SMS



manual SMS interaction must be assigned

a classification, else the user will not be

able to finish it.

Front Office

Optionally

Classify Voice

In Interactions

If enabled, the user can end a manual

voice in interaction without assigning it a


manual voice in interaction must be

assigned a classification, else the user will

not be able to finish it.

Front Office

Override Lock

Case

This option enables the user to override

any changes another user is making at the

same time on a case, i.e. their changes

override those made by the other user.

Supervisor



Override Lock

Correspondence

This option enables the user to override

any changes to a correspondence template

that another user is making at the same

time.

Administrator

Override Lock

Script Flow

This permission allows a user to override

the lock on a particular Script Flow held by

another user. If a user overrides a lock on

another user, then the other user’s

changes to the script will be lost.

Administrator

Real Time

Monitor

The Real Time Monitor screen is used to

monitor the performance of agents, cases

and queues.


group will add the Real Time Monitor item

to the Go menu of the LAGAN Agent

Desktop.

Supervisor

Reclassify Case This case action enables the user to assign

a different classification to an open case.

Enabling this feature will add the Reclassify

Case item to the Action menu of the LAGAN

Agent Desktop.

Reopen Case This case action enables the user to reopen

a case. Enabling this feature will add the

Reopen Case item to the Action -> More

actions menu of the LAGAN Agent Desktop.

Front Office

Back Office

Supervisor

Search Cases This enables the user to search for cases

based on various criteria such as case ref,

case title classification, status etc.


group will add the Case Search item to the

Go menu in the LAGAN Agent Desktop.

Front Office

Back Office

Search ODM

Objects

This component enables the user to search

the details associated with an individual,

street, property and organization, any

other custom-added ODM object. This also

enables the Go, Search menu item.

Front Office

Back Office

Search Script The Flow Search feature enables the user Front Office



flows to search for a specific script flow.

Send Client

Message


ability to create client messages. These are

messages that relate to a specific individual

or organization.

Front Office

SLA Suspend

Case

This case action enables the user to

suspend the case SLA i.e. stop the SLA

counting.

Enabling this feature will add the Suspend

SLA item to the Action menu of the LAGAN

Agent Desktop.

Front Office

Back Office

Supervisor

Telephony Info If LAGAN has been integrated with a 3rd

party telephony system, then enabling this

feature will display a wallboard in the

LAGAN Agent Desktop. The wallboard

provides information on how many calls are

waiting, how many agents are logged on,

etc.

Front Office

Supervisor

Unlink Cases If enabled the user will be able to unlink

two cases.

Front Office

Back Office

Update Case This feature enables the user to update the

case details including who or what the case

is associated with, its severity, its priority

and SLA. Enabling this feature will add the

Update Case item to the Action menu of

the LAGAN Agent Desktop.

Front Office

Back Office

Update eForm Enables the user to edit an eForm. To

access this option the user must the select

eForm, right-click and then choose Edit

eForm from the popup menu.

Front Office

Back Office

Update Note Enables the user to edit the content of case

notes. To access this option the user must

select the note, right-click and then choose

Edit from the popup menu.

Front Office

Back Office

Update ODM

Object

This component enables a user to edit an

individual or organization record and

displays the ‘Go, Current Details’ menu

Front Office



option.

Update Task This option enables the user to mark a task

as complete as well as set the completion

date and time. To access this option the

user must select the task, right-click and

then choose Update Task from the popup

menu.

Front Office

Back Office

View Case This screen provides a list of all the

contacts made by a customer as well as

any actions taken by operators when

progressing cases raised by that customer;

typically a front office function.


group will add the Contact History item to

the Go menu of the LAGAN Agent Desktop.

Front Office

Back Office

View Client

Message

Gives users the ability to view client

messages.

Front Office

View General

Messages

Gives users the ability to view general

messages.

Front Office

View Instant

Messages

Gives users the ability to view instant

messages.

Front Office

View ODM

Objects

This component enables a user to view an

individual or organization record and

displays the ‘Go, Current Details’ menu

option.

Front Office

Back Office

View Processes By assigning this component, the user will

be able to view tasks allocated to them for

specific processes in the BPM queue. This

enables the Go, Activities menu option.

Note: This component is only relevant if

you are using LAGAN BPM.

Front Office

Back Office

View Script

flows

Assigning this component gives the user

access to the Script Flow panel located in

the top left-hand corner of the LAGAN

Agent Desktop.

Front Office

Date post:	06-Apr-2018
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