Avaya Interaction Center 6.0, Руководство пользователя, Страница: 27 / 220

Web Agent
Issue 1.0 June 2002 27
n Resource Area – Frame of window that contains resources, previously prepared text responses,
emails, and URLs (Internet addresses), which you can send to customers. It may contain folders
for each of the following: Agent Resources, Global Resources, Email Templates, and
Suggested Responses.
n
Resource Preview Scroll Box – When you select a resource from a folder and then click the
Preview Contents check box, a scroll box displays the contents of the resource.
n
Information Bar – An area that displays important information about the current email. If you
switch to a chat contact, it displays information about your active chat. See
“The Web Agent
Information Bar,” on page 32 .
n
Status Bar – Icons that indicate certain aspects of your current Web Agent status. See “The Web
Agent Status Bar,” on page 30 .
The following areas are displayed only in Email Preview mode:
n
Company Logo – Area that displays a logo that represents a company. If your contact center
supports different companies or tenants, the logo may change, according to the Web site from
which the customer sent the active email.
n Email Preview Toolbar – Toolbar with buttons that let you perform various actions to the email,
such as reply to, forward, defer, resolve, or transfer the email, or view previous emails this
customer sent to the contact center. See
“Email Toolbars,” on page 35 .
n
Customer Email Header Area – Information about the customer’s email, consisting of the email
address of the customer, any other addresses to which the email was sent, the date and time the
email was sent, and the subject that the customer entered for the email. UAD buttons display
the Unified Agent Directory to let you find and add addresses of people in your company. For
detailed technical information on how the email was routed, click the Headers button.
n
Customer Message Area – Box where you can read the customer’s email. You cannot edit the
text in the message in Email Preview mode.
The following areas are displayed only in Email Compose mode:
n
Email Compose Toolbar – The Email Compose toolbar contains buttons that let you perform
various actions to the email, such as reply to, forward, defer, resolve, or transfer the email, or
view previous emails this customer sent to the contact center. See
“Email Toolbars,” on
page 35 .
n
Drop-down Menu and Send Button – The menu lets you choose whether this is a normal reply,
a message to an external agent, or a request to the customer for additional information. (An
external agent is a person outside the company who has been designated as a subject matter
expert who can help customers when agents request their assistance.) The Send button sends
the email that is currently in the Message Composition area to the addresses in the header
fields.
n Outbound Email Header Area – Tab that displays information about the email you are
composing, with the addresses to which the email will be sent and the subject of the message.
n
Attachments Area – Tab that lets you attach files to the email and displays information about
any files you have attached.