Avaya NN44400-114 Manual Do Utilizador

Contents

NN44400-114 Contact Center Agent Desktop

2 December 2010

Customizing a tab name 101

Declining a Web communications contact 101

Sending a chat message 102

Adding an auto-phrase to a chat message 102

Pushing a Web page to a customer 102

Transferring a chat session 103

Conferencing a chat session 104

Ending the Text Chat session 104

Sending the chat log in an e-mail message 105

Instant messaging

107

Accepting an instant message 108

Declining an instant message 108

Sending an instant message 109

Using an auto-phrase 109

Using suggested Web pages 110

Using spelling checker in an instant message 110

Viewing personnel using Contacts Presence 110

Transferring an instant message using Contacts Presence 111

Consulting on an instant message using Contacts Presence 112

Conferencing an instant message using Contacts Presence 112

Transferring an instant message using the work item control 113

Consulting on an instant message using the work item control 113

Conferencing an instant message using the work item control 114

Ending an instant message 114

Agent Statistics

117

Accessing the Agent Statistics tab 118

Viewing the Skillset statistic chart 118

Viewing the Agent statistic chart 119

Enabling Service Level alerts 119

Using the Statistics Ticker 120

Customer and contact details

121

Creating a customer record 122

Searching for a customer 123

Adding or editing customer information 123

Viewing a CCT intrinsic 124

Copying a CCT intrinsic 124

Viewing the Auto Launch Application 125

Running a CCT intrinsic-associated application 125

Searching for a contact 126

Printing search results 127

Viewing a contact 127

Opening a contact 128

Closing contacts (supervisors only) 129