Avaya NN44400-114 Manuel D’Utilisation

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.

The illustrated work list shows three work items:

•

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.

Observe

Used by supervisors or agent-supervisors to listen 
in on a contact.

Emergency

Immediately connect with your supervisor in case of 
emergency. SIP-enabled contact center does not 
support this feature.

1

A voice call work item, at the top of the work list.

2

An Instant Message (IM) work item, in the middle of the work list.

3

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