Avaya NN44400-120 manual Work item controls

Overview of the Offsite Agent desktop application

Example of a 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 e-mail work item, at the bottom of the work list. The e-mail is on hold.

•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.

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. Offsite
		agents use this control only in
		Permanent Connection mode with
		Accept Call configuration.
	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—Activity codes are not
		supported on Offsite Agent.
	Work item details	Read work items details.

12 NN44400-120 Offsite Agent User Guide 26 November 2010