USE CASE

SPECIFICATI
ON

4/21/2010 Group 18
Use Case Specification

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 Use Case Specification

CONTENTS
USE CASES 2
Mudasser 2
UC-1 - A customer should be able to log complaint 2
UC-2 - An agent should be assigned 2
UC-3 - Auto increment the complain ID 2
UC-4 - Complaint form should be visible to Customer 3
UC-5 - Display of Complaint form 3
UC-6 - Functionalities of Agent Screen 4
UC-7 - Functionalities of Complaint view screen 4
UC-8 - total complaint and pending complaint increment 4
UC-9 - Pending complaint decrement 5
UC-10 - Mail triggered when agent crosses the threshold limit 5
UC-11 - when status of ticket is complete, it should no longer exist 6
UC-12 - No duplicacy of customer id and complaint id 6
UC-13 - Select the agent's name from the drop down 6
UC-14 - The complaint ID dropdown will list the complains assigned to that particular agent 7
UC-15 - The customer id will be displayed automatically along with the status of the ticket 7
UC-16 - Agent can update the status of the ticket 7
UC-17 - The agent can put his comments for that respective ticket. 8
UC-18 - An agent will receive an alert when his complaints reach more than threshold i.e greater than 4
8
ACTORS 10
Requirements 11

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 Use Case Specification

USE CASES
Mudasser

UC-1 - A customer should be able to log complaint

The Product dropdown with all the products should be visible. The complaint text box should be there and
calender control of expected resolution date should also be there

UC-2 - An agent should be assigned

An Agent should be assigned to the customer's complaint

UC-3 - Auto increment the complain ID

The complaint Id should auto increment once a new complaint is registered

UC-4 - Complaint form should be visible to Customer

Complaint form should be visible to Customer with text boxes like Customer name , Customer ID , email Id
and present Address

UC-6 - Functionalities of Agent Screen

The following columns should be displayed on the screen
Agent Name Customer No. Complaint Status Comments Complaint ID Current Status

UC-7 - Functionalities of Complaint view screen

Agent name dropdown should be there will the agents available
Complaint id , customer id and current status should be automatically displayed
The Agent can update the status of ticket
The Agent can leave comments on the ticket

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 Use Case Specification

UC-8 - total complaint and pending complaint increment

when a new complaint is registered, pending complaint and total complaint should increase by one

UC-9 - Pending complaint decrement

when a complaint is resolved, pending complaint should decrease by one

UC-10 - Mail triggered when agent crosses the threshold limit

when agent complains crosses more than thrshold limit, ie more than four, a mail is triggered to the agent.

UC-11 - when status of ticket is complete, it should no longer exist

When the ticket is resovled, its record should be deleted

UC-12 - No duplicacy of customer id and complaint id

The Customer id and compaint id should be unique

UC-13 - Select the agent's name from the drop down

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 Use Case Specification

All agent’s name should be displayed

UC-14 - The complaint ID dropdown will list the complains assigned to that particular
agent

UC-15 - The customer id will be displayed automatically along with the status of the
ticket

UC-16 - Agent can update the status of the ticket

UC-17 - The agent can put his comments for that respective ticket.

UC-18 - An agent will receive an alert when his complaints reach more than threshold i.e
greater than 4

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Use Case Specification

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ACTORS
Name Description
Customer (A-1) The user of online video rental
service who logs the complaint
Agent (A-2) These are the agents with respect
to the categories. Each category
has an agent assigned to it, when a
ticket is raised, a agent comes to
know of it through his screen
Manager (A-3) A Manager keep the track of
complaints of customers and
resolutions by agents
Use Case Specification
Participates in
UC-13 Select the agent's name
from the drop down
UC-14 The complaint ID
dropdown will list the complains
assigned to that particular agent
UC-15 The customer id will be
displayed automatically along
with the status of the ticket
UC-16 Agent can update the status
of the ticket
UC-17 The agent can put his
comments for that respective
ticket.
UC-18 An agent will receive an
alert when his complaints reach
more than threshold i.e greater
than 4
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REQUIREMENTS
Requirement
REQ-1: Complaint form should
be visible to Customer
REQ-2: Logging of customer
complaint
REQ-3: Assignment of Agent
REQ-4: increment of complain
id
REQ-5: Functionalities of
Complaint view screen
REQ-6: Display of Complaint
form
REQ-7: Functionalities of
Agent Screen
Use Case Specification
Description Type
Complaint form should be visible to Customer Non-functional
with text boxes like Customer name , Customer
ID , email Id and present Address
The Product dropdown with all the products Non-functional
should be visible. The complaint text box
should be there and calender control of expected
resolution date should also be there
An Agent should be assigned to the customer's Non-functional
complaint
The complaint Id should auto increment once a Non-functional
new complaint is registered
Agent name dropdown should be there will the Non-functional
agents available
Complaint id , customer id and current status
should be automatically displayed
The Agent can update the status of ticket
The Agent can leave comments on the ticket
The following columns should be visible Non-functional
Customer Name Customer ID Email ID
Present Address Product Complaint Date -
Time Current Date/time Agent_Name
Complaint ID
The following columns should be displayed on Non-functional
the screen
Agent Name Customer No. Complaint Status
Comments Complaint ID Current Status
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