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NN44400-114 Contact Center Agent Desktop 2 December 2010 15
Agent Desktop User Interface
Work list window
The work list window contains work items and control buttons corresponding to
the work item. The controls and functions change depending on the information
in the work list window. The top right corner of the work list window has work item
controls. These controls are common to all work items on the work list. When a
new contact arrives, Agent Desktop adds the new contact as a work item to the
work list.
The following figure shows the work list windows and controls.
Example of work list layout
The illustrated work list shows three work items:
• A work item is a collection of interactions with a customer, another agent, a
supervisor, or an expert.
• A work list is a collection of work items. When you receive a new contact, it
is added to the work list so that you can monitor your current contacts. When
you finish with the contact, or reject the contact, the work item is removed
from the list.
Terminal Action Menu
Command Description
Observe Used by supervisors or agent-supervisors to listen
in on a contact.
Emergency Immediately connect with your supervisor in case of
emergency. SIP-enabled contact center does not
support this feature.
1 A voice call work item, at the top of the work list.
2 An Instant Message (IM) work item, in the middle of the work list.
3 An e-mail work item, at the bottom of the work list. The e-mail is on hold.