The main Avaya Aura™ Agent Desktop user interface is based on a work item
paradigm. Each agent-to-customer interaction is a work item. Work items appear
on the Agent Desktop work list. If you perform another interaction associated
with that work item (for example an IM consultation with an expert), then that
interaction is displayed as part of the original work item.

The work list window contains work items and buttons corresponding to the work
item. The buttons and functions change depending on the items in the work list
window. When a new contact arrives, Agent Desktop adds the new contact to
the work list.

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A work item is a unit of work that is a collection of interactions with other
parties. The party can be a customer, another agent, a supervisor or an
expert.

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A work list is a collection of work items.

Multiplicity

Agents who handle real-time voice contacts require dedicated interaction
between an agent and customer. To increase agent productivity for non
real-time contacts, agents can use Contact Center to simultaneously handle
multiple contacts.