Avaya NN44400-114 Example of Action bar layout, Action bar commands Icon Name Description

Agent Desktop User Interface

Work item controls

Each work item has a number of contact-related controls. These controls change depending on the work list window behavior and contact type.

Examples of work item controls

Voice IM	E-mail Name	Description
	Accept	Accept the work item.
	Release	Release or reject the work item.
	Hold	Place the work item on hold.
	Transfer	Transfer the work item contact.
	Conference	Conference the work item.
	Activity code	Set the work item activity code.
	Work item details	Read work items details.

Only appropriate controls are displayed on work items. Voice-related controls are displayed on a voice work item. IM related controls are displayed on IM work item.

Action bar

The Action bar contains global controls to create a new work item, to search contacts, and to open secondary windows. The Action bar stays at the bottom of the Agent Desktop window and remains at the bottom as the window expands.

Example of Action bar layout

Use the Action bar at the bottom of the main interface to make new contacts.

New voice, IM, or e-mail contacts are collectively called new work in the Work

Item Paradigm.

Action bar commands

Icon	Name	Description
	Customer Details	View customer details.
	Contact Presence	Contact presence.
	Initiate Contact	Start a new work item.
	Call Supervisor	Call your supervisor.
	DTMF	Generate DTMF tones.

16 NN44400-114 Contact Center Agent Desktop 2 December 2010