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Use Case: Viewing the Locked Out Agents Report

This use case lets a CSR administrator view the Locked Out Agents report, which displays a list of Assisted Service users who have been locked out of the Assisted Service application. A CSR administrator can also reactivate a locked-out Assisted Service user.

Main Path for Viewing the Locked Out Agents Report

The main path occurs when a CSR administrator selects Reports from the Main Menu, and then clicks Locked Out Agents to display the Locked Out Agents page.

Alternate Paths for Viewing the Locked Out Agents Report

An alternate path occurs when a CSR administrator clicks User Access, and selects Locked Out Agents from the drop-down tab menu.

Locked Out Agents Page Elements

Table 37 describes the elements of this page.

Table 37. Locked Out Agents Page Elements
Page Element
Description

Page Title Text

Locked Out Agents

Search By Module

This module displays the following elements:

  • Module title text: Search By
  • Text and blank field for data entry: User ID Field
  • Text and blank field for data entry: First Name Field
  • Text and blank field for data entry: Last Name Field
  • Text and drop-down list: Lockout Reason List
  • Button: View
    Action: Displays the Locked Out Agents report for the selected criteria.

Locked Out Customer Service Representatives Details Module

This module displays the following elements:

  • Module title text and data: Locked Out Agents Report Details (Number Item(s))
  • Column titles:
    • Text and sorting link: User ID
    • Text and sorting link: First Name
    • Text and sorting link: Last Name
    • Text and sorting link: Role
    • Text and sorting link: Lockout Reason
    • Text: Actions
  • Column content:
    • Data: CSR user ID
    • Data: First name
    • Data: Last name
    • Data: User role
    • Data: Lockout reason
    • Text and link: Reactivate
      Link action: Reactivates a locked-out customer account.
    
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