Avaya NN44400-120 manual Agent Desktop client application, Work item paradigm

Overview of the Offsite Agent desktop application

You can access all available agent functions through the Agent Desktop toolbar.

When working in On Demand mode, you remain logged in to the contact center even when you hang up the offsite telephone. When working in this mode you must remember to set Not Ready if you take a non-contact center call on your telephone—otherwise Agent Desktop might attempt to connect a call to your telephone while it is busy. In such cases the Agent Desktop toolbar will indicate that a call is being presented. If the administrator has implemented the call presentation class recommended by Avaya for Offsite Agent, then the call will return to the queue when it is not answered.

The Agent Desktop client application

This section introduces you to the layout and controls of the Agent Desktop client application. These are the same controls that are available to an onsite agent, but some are not supported on Avaya Aura™ Offsite Agent Release 6.0, and others have modified behavior when used by an offsite agent.

Work item paradigm

The main Agent Desktop user interface is based on a work item paradigm. Each agent-to-customer interaction is a work item. Work items appear on the Agent Desktop work list. If you perform another interaction associated with that work item (for example, an IM consultation with an expert), then that interaction is displayed as part of the original work item.

The work list consists of work items and control buttons corresponding to the work item. The controls and functions change depending on the work list window behavior. When a new contact arrives, Agent Desktop adds the new contact as a work item to the work list.

Example of the Agent Desktop layout

1Top bar (page 11)

2Work list window (page 11)

3Action bar (page 13)

10 NN44400-120 Offsite Agent User Guide 26 November 2010