Avaya NN44400-120 manual Top bar, Work list window

Overview of the Offsite Agent desktop application

Top bar

The Top bar appears at the top of the Agent Desktop window. The Top bar provides the system status and main controls to operate Agent Desktop.

Example of Top bar layout

The agent status icon appears on the top left corner of the Agent Desktop Top bar. It shows the agent status, agent name, agent login ID, and agent dialable number.

The Top bar has the following icons:

Top bar icons

Icon	Name	Description
	Terminal action	Access Emergency, Observe and
		Intrinsics controls
	User preferences	Access user preferences
	Agent status	Select agent status
	Help	Access help information

Use the Terminal Action menu to perform the following tasks:

Terminal Action Menu

Command	Description
Observe	Used by supervisors or agent-supervisors to listen
	in on a contact–not supported on Offsite Agent
Emergency	Immediately connect with your supervisor in case of
	emergency.

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.

NN44400-120 Offsite Agent User Guide 26 November 2010 11