USE CASE

SPECIFICATI
ON
4/21/2010 Group 21
 Use Case Specification

Aditya Kulkarni(09BM8004)

Archit Mehrotra(09BM8012)

Col Gurtej Gill(09BM8020)

Mohammad Mudasser(09BM8024)

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 Use Case Specification

CONTENTS
USE CASES................................................................................................4
Mudasser.....................................................................................................................4
UC-1 - A customer should be able to log complaint...................................................4
UC-2 - An agent should be assigned..........................................................................4
UC-3 - Auto increment the complain ID......................................................................4
UC-4 - Complaint form should be visible to Customer................................................4
UC-6 - Functionalities of Agent Screen......................................................................4
UC-7 - Functionalities of Complaint view screen .......................................................4
UC-8 - total complaint and pending complaint increment..........................................5
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..........................5
UC-12 - No duplicacy of customer id and complaint id ..............................................5
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 .......................................................................................................6
UC-15 - The customer id will be displayed automatically along with the status of the
ticket.........................................................................................................................6
UC-16 - Agent can update the status of the ticket ....................................................6
UC-17 - The agent can put his comments for that respective ticket..........................6
UC-18 - An agent will receive an alert when his complaints reach more than
threshold i.e greater than 4.......................................................................................6
ACTORS....................................................................................................8
REQUIREMENTS.........................................................................................9

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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

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 Use Case Specification

The Agent can leave comments on the ticket

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

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 Use Case Specification

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

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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 Use Case Specification

REQUIREMENTS
Requirement Description Type
REQ-1: Complaint form Complaint form should be visible to Non-functional
should be visible to Customer with text boxes like
Customer Customer name , Customer ID , email
Id and present Address
REQ-2: Logging of The Product dropdown with all the Non-functional
customer complaint products should be visible. The
complaint text box should be there
and calender control of expected
resolution date should also be there

REQ-3: Assignment of An Agent should be assigned to the Non-functional

Agent customer's complaint

REQ-4: increment of The complaint Id should auto Non-functional

complain id increment once a new complaint is
registered
REQ-5: Functionalities Agent name dropdown should be Non-functional
of Complaint view there will the agents available
screen 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
REQ-6: Display of The following columns should be Non-functional
Complaint form visible
Customer Name Customer ID Email
ID Present Address Product
Complaint Date - Time Current
Date/time Agent_Name Complaint ID
REQ-7: Functionalities The following columns should be Non-functional
of Agent Screen displayed on the screen
Agent Name Customer No.
Complaint Status Comments
Complaint ID Current Status

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