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Agent Desktop User Interface
16 NN44400-114 Contact Center Agent Desktop 2 December 2010
Work item controls
Each work item has a number of contact-related controls. These controls change
depending on the work list window behavior and contact type.
Only appropriate controls are displayed on work items. Voice-related controls
are displayed on a voice work item. IM related controls are displayed on IM work
item.
Action bar
The Action bar contains global controls to create a new work item, to search
contacts, and to open secondary windows. The Action bar stays at the bottom of
the Agent Desktop window and remains at the bottom as the window expands.
Example of Action bar layout
Use the Action bar at the bottom of the main interface to make new contacts.
New voice, IM, or e-mail contacts are collectively called new work in the Work
Item Paradigm.
Examples of work item controls
Voice IM E-mail Name Description
Accept Accept the work item.
Release Release or reject the work item.
Hold Place the work item on hold.
Transfer Transfer the work item contact.
Conference Conference the work item.
Activity code Set the work item activity code.
Work item details Read work items details.
Action bar commands
Icon Name Description
Customer Details View customer details.
Contact Presence Contact presence.
Initiate Contact Start a new work item.
Call Supervisor Call your supervisor.
DTMF Generate DTMF tones.