Avaya Interaction Center 6.0, Руководство пользователя, Страница: 14 / 220

Chapter 1 Overview
14 Avaya Agent User’s Guide
Avaya Agent
The Avaya Agent is the application that enables you to handle incoming and outgoing contacts
with customers. The Avaya Agent is displayed as a framework that surrounds the desktop on your
computer monitor. You may see one or all of the following components on the Avaya Agent on
your desktop:
n
Media tab, which contains:
w
Task lists where you receive telephone calls, emails, and chat requests assigned to you
w
Softphone for speaking with customers who have called (inbound calls)
n Outbound Lists tab for manual outbound calling
n
Outbound Contact tab for automated outbound calling
n
Contact History Browser for information about previous contacts your customers have had
with your company
n
Prompter tab (located on the Contact History Browser) for scripts telling you what to say to
customers
n EDU (electronic data unit) Viewer for information about your current contacts
The Web Agent opens within the Avaya Agent framework when you handle emails and chat
sessions. For overview information about the Web Agent, see
“Web Agent,” on page 24 .
You may also work with other Avaya applications, such as CallCenterQ, HRQ, and Siebel Call
Center, which open within the Avaya Agent framework. Similarly, other applications that you
work with, such as Microsoft Word, may be set to open within the Avaya Agent framework.
Tip: Press Alt+Tab to proceed through these applications while looking at the contact information
displayed in the Avaya Agent. You can move the Avaya Agent behind the other applications by
clicking to remove the check mark beside Always on Top in the Avaya Agent menu (see
“Avaya
Agent Menu,” on page 16 ).