Avaya NN44400-114 Manuel D’Utilisation
Agent Desktop User Interface
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NN44400-114 Contact Center Agent Desktop
2 December 2010
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.
Each work item has a number of contact-related controls. These controls change
depending on the work list window behavior and contact type.
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.
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.
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.
New voice, IM, or e-mail contacts are collectively called new work in the Work
Item Paradigm.
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.
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.