Our call center collects requests from customer, which are processed by back office. Much of the requests are passed in spreadsheets by type of request. In view of automating some work of back office, I want to model the current situation. How do I proceed?
- Do I model the call center as an actor, and the describe spreadsheet as an interface between that actor and the use case
- Or do I model the spreadsheat itself as an actor? (After all, applications can be actors, right?)
Edit: It is a requirement not to change the task of the call center, so the spreadsheet is a given and the main use case is to process the requests listed in that specific spreadsheet.