| Agent Desktop User Interface | |
Terminal Action Menu | ||
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Command | Description |
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Observe | Used by supervisors or |
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| in on a contact. |
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Emergency | Immediately connect with your supervisor in case of |
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| emergency. |
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| support this feature. |
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Work list window
The work list window contains work items and control buttons corresponding to the work item. The controls and functions change depending on the information in the work list window. The top right corner of the work list window has work item controls. These controls are common to all work items on the work list. When a new contact arrives, Agent Desktop adds the new contact as a work item to the work list.
The following figure shows the work list windows and controls.
Example of work list layout
The illustrated work list shows three work items:
1A voice call work item, at the top of the work list.
2An Instant Message (IM) work item, in the middle of the work list.
3An
•A work item is a collection of interactions with a customer, another agent, a supervisor, or an expert.
•A work list is a collection of work items. When you receive a new contact, it is added to the work list so that you can monitor your current contacts. When you finish with the contact, or reject the contact, the work item is removed from the list.
2 December 2010 15 |
