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Overview of the Offsite Agent desktop application
12 NN44400-120 Offsite Agent User Guide 26 November 2010
Example of a 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.
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.
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.
Examples of work item controls
Voice IM E-mail Name Description
Accept Accept the work item. Offsite
agents use this control only in
Permanent Connection mode with
Accept Call configuration.
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—Activity codes are not
supported on Offsite Agent.
Work item details Read work items details.