Avaya Interaction Center 6.0, Руководство пользователя, Страница: 18 / 220

Chapter 1 Overview
18 Avaya Agent User’s Guide
In the example below, Agent01 is currently available for Voice, Email, and Chat. This agent can
handle up to one voice contact, one email contact, and three chat contacts at the same time.
Outbound Contact Tab
Click the Outbound Contact tab to see a Status Control bar with buttons related to outbound jobs.
The Status Control bar buttons indicate whether you are available to handle outbound calls and
identify the activities that you can complete during the call. The buttons guide you through the
process of handling calls to customers that Outbound Contact Management initiates.
For more information on agent states, see “Changing Your Agent State,” on page 46 . For more
information on channel loads, see “Setting Your Channel Loads,” on page 49 .
Task Lists
Depending on your company and your responsibilities, you may see any or all of the following
task lists in the Media pane of your Avaya Agent:
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“Using the Phone Task List,” on page 73
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“Using the Email Task List,” on page 88
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“Using the Chat Task List,” on page 123
When incoming contacts are assigned to you, they are displayed in the appropriate task list. The
task list also displays relevant information, such as the time the contact was assigned to you and
the state of the contact. Some of the information is indicated by the icons that represent the
contacts.
Tip: If you select a contact and hold your mouse over it for a moment, you will see a “tool tip”
with some of the same information about the contact. This tool tip may be easier to read than the
information within the task list and it may contain additional information.
Agent
button
Channel loads
Login ID
Avaya
Agent
button