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NN44400-114 Contact Center Agent Desktop 2 December 2010 13
Agent Desktop User Interface
Use Agent Desktop to handle voice, e-mail, outbound, Web communications,
instant messaging, voice mail, fax, scanned documents, and SMS text message
contacts. Use Agent Desktop in the following situations:
• to handle voice contacts when Agent Desktop is installed on a
Communication Control Toolkit server
• to handle voice contacts, outbound contacts (voice calls from you to
customers), e-mail messages, or Web communications contacts when
Agent Desktop is installed on a Contact Center Multimedia server
• to work with the Microsoft Office Communications Server to handle voice and
instant messaging in a SIP-enabled contact center
This chapter describes the main user interface of the Agent Desktop application.
There are three main sections to the Agent Desktop user interface:
Example of Agent Desktop layout
The Agent Desktop also provides other controls and menus that are explained
in the following chapters.
Navigation
• Work item paradigm (page 14)
• Top bar (page 14)
• Work list window (page 15)
• Action bar (page 16)
• User preferences (page 17)
1 Top bar (page 14)
2 Work list window (page 15)
3 Action bar (page 16)