Avaya Interaction Center 6.0, User Manual, Page: 26 / 220

Chapter 1 Overview
26 Avaya Agent User’s Guide
The Web Agent While Handling Email
If you are enabled for email, you will use the Web Agent together with the Avaya Agent to handle
email contacts from customers. You will use two email views in the Web Agent:
n Email Preview – This is a read-only view of the customer’s email. If you click the Reply, Reply
to All, or Forward buttons in the email toolbar, the view changes to the Email Compose mode.
n
Email Compose – This is where you write a reply to an email, forward an email you have
received, or originate an email.
You can switch between the two views by clicking the Preview tab or the Compose tab. If you are
handling multiple emails simultaneously, each email will have its own Compose tab for your reply.
The following illustration shows an email reply that an agent is composing in the Web Agent.
The features of the Web Agent window that are common to the Preview and Compose views are as
follows:
n
Menu Bar – The names of three menus containing commands: Contact, Resources, and Tools.
Click the name of a menu to open it and display the commands.
n
Main Toolbar – Buttons below the menu bar for quick access to frequently used commands.
The toolbar remains the same, whether you are currently in Email mode or a Chat mode. See
“The Main Toolbar,” on page 34 .
n
Resource Toolbar and Filters – Buttons for resource-related commands and a Filter menu for
displaying only the type of resources you want to see. See
“Resource Toolbar,” on page 39 .
Message
Composition
area
Information Bar
Tabs for active email
Status Bar
Main toolbar
Resource toolbar
and filters
Resource area
Email Compose toolbar
and menu
UAD buttons
Resource preview
scroll box