Filter
Top Products
Agent Desktop User Interface
14 NN44400-114 Contact Center Agent Desktop 2 December 2010
Work item paradigm
The main 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 consists of work items and control buttons corresponding to the
work item. The controls and functions change depending on the work list window
behavior. When a new contact arrives, Agent Desktop adds the new contact as
a work item to the work list.
Top bar
The Top bar appears at the top of the Agent Desktop window. The Top bar
provides the system status and main controls to operate Agent Desktop.
Example of Top bar layout
The agent status icon appears on the top left corner of the Agent Desktop Top
bar. It shows the agent status, agent name, agent login ID, and agent dialable
number.
The Top bar has the following icons:
Use the Terminal Action menu to perform the following tasks:
Top bar icons
Icon Name Description
Mute / Unmute Place the call on mute while using the
computer (softphone) to place and
receive calls. Use the same button to
unmute.
Terminal action Access Emergency, Observe and
Intrinsics controls
User preferences Access user preferences and change
audio settings for the softphone.
Agent status Select agent status
Help Access help information