Task Status workflow discussion
Posted by Sudhir Kelappan on July 26, 2012
This discussion is related to the Agents workflow to execute a task.
From an agents perspective, this is the flow that we have assumed. We would like to know if this is
the way it needs to be implemented.
A job order has been created for Location A and Location B.
Location A has 5 available agents and Location B has 6 available agents.Job is still in “Available”
status.
If there is an agent, Agent A of Location A and this Agent views details of the job and accepts it, then comes the
mini quiz. If Mini Quiz has been started , task status changes to “Mini Quiz” .But say if this quiz has been cancelled
task status will again be changed to “Available” which will be available to all agents.
If not Agent A proceeds with the quiz.
Similarly another agent, Agent B from Location A views this same job details, accepts and takes the mini
quiz.
If agent B passes the MiniQuiz first, task is being assigned to him and proceeds with the task. This
task status will be in “In Progress” and Agent A will check out for another available task.
Similarly, if both Agent A and B passes the quiz almost at the same time, based on the time period
to complete the quiz, task will be assigned accordingly.
Now Agent B completes the job and submits his report to Organizer.
These are our following queries related:-
1) Can an agent accept more than one job?
2) Please elaborate the scenario "When a client rejects a job completed by an agent and approved by the Organizer":
The options could be:
-It will be re-assigned to the same agent
-Will be made available as urgent for other agents
-The task will not be performed thereafter
3) Also in another scenario, What if a client does a fraudulent action, like client rejects a perfect
completion report so that he can get the report downloaded without payment. We would like to know
how this needs to be handled.
Please do let us know, if anything else is required from our side.
Comments
Victor Metelskiy on July 26, 2012:
Yes
2) Please elaborate the scenario "When a client rejects a job completed by an agent and approved by the Organizer":
The options could be:
-It will be re-assigned to the same agent
-Will be made available as urgent for other agents
-The task will not be performed thereafter
If client rejects the completed job, he should pick one of the following reasons:
- "Task not 100% complete." with comments, that describe, what exactly isn't done/done wrong.
- "Bad completion quality" with comments
- "Other" with comments
Then the organizer will decide what to do. Possible actions for organizer:3) Also in another scenario, What if a client does a fraudulent action, like client rejects a perfect completion report so that he can get the report downloaded without payment. We would like to know how this needs to be handled.
The client should only be able to download report after accepting completion report. Nevertheless he still can simply watch completion report and this will be sufficient for him to get the needed information.
Such situations will be handled manually.
Sudhir Kelappan on July 27, 2012:
Regarding the first query where Agent can accept more than one job, there could be a slight confusion which could arise, especially in the case of "MiniQuiz" status.
In this scenario, say if two agents( A and B) would like to start the MiniQuiz at the same time and if one of the agent(Agent A) would like to cancel the Quiz, status of the job will still be in MiniQuiz since the other agent(Agent B) has already started the MiniQuiz.
Since this would cause a confusion, we were wondering if we could remove the MiniQuiz status , so that flow could be little more clear.This is just a suggestion from our side.In case if MiniQuiz status is necessary, could you please let us know how this scenario needs to be handled?
Victor Metelskiy on July 27, 2012:
I think, we can remove the MiniQuiz status.
Suggestion accepted.