As a Business Analyst,
I want to enhance the call reallocation feature to allow Supervisors to reallocate calls from sticky agent ANMs to other ANMs,
So that all calls can be managed effectively, even when the assigned ANM is unavailable, and ensure proper tracking of these calls.

Acceptance Criteria

1. Reallocation of Sticky Agent Calls

• The call reallocation feature must include an option for Supervisors to reallocate calls assigned to sticky agent ANMs to other available ANMs.
• This option should be clearly labeled and easily accessible within the existing call reallocation interface.

2. Call Closure Checkbox:

• In the call closure screen, if the checkbox for "sticky agent" is selected, the call should remain assigned to the same ANM.
• However, if the call needs to be reallocated, the Supervisor can override this setting to assign it to another ANM.

3. Tracking of Reallocated Calls

• The system must track all reallocated calls, including details of the original ANM and the new ANM.
• A report should be generated that shows the number of calls reallocated from sticky agents, providing insights into call management and resource utilization.

4.* Data Visibility*:

• When analyzing call data, Supervisors should be able to view statistics specifically for calls associated with sticky agents (e.g., total calls, calls reallocated).
• The reporting functionality should be enhanced to include filters for sticky agent calls, enabling better decision-making.

5. User Interface Adjustments:

• The call reallocation page should be updated to include visual indicators for sticky agent calls, making them easily identifiable for reallocation.
• Clear instructions or tooltips should be provided to guide Supervisors in reallocating sticky agent calls.

6. *Testing and Validation
*

• The enhanced feature should undergo thorough testing to ensure smooth functionality and accurate tracking of reallocated calls.
• Gather feedback from Supervisors post-implementation to refine the process further.

Additional notes

This enhancement aims to improve overall call management efficiency and ensure that beneficiaries receive timely service, even in the absence of their assigned ANM.
Ensure that the updates align with existing data privacy regulations and maintain the integrity of beneficiary information during the reallocation process.