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Call Center Communications Toolbar

The communications toolbar helps agents to manage inbound and outbound interactions over multiple channels, including voice, email, Web text chat, and wireless.

Using the communications toolbar, agents can initiate outbound work items and accept inbound work items. In addition, agents may place work items on hold or transfer items to other agents using either blind transfer, consultative transfer or conference transfer capabilities.

Agents can also log in to or out of the work queue and set their work mode to ready state to accept incoming work items. The toolbar lets agents manage multiple simultaneous work items including combinations of emails, phone calls, and Web calls.

When a work item is sent to an agent, the Accept Incoming Work Item icon flashes with the appropriate symbol, such as a phone symbol for a phone call. The timer on the left side of the toolbar tracks the handling time for the currently active work item.

Figure 2 shows the communications toolbar. The toolbar includes icons for accepting a work item, initiating a work item, releasing a work item, transferring a call, and so on. It also includes information about how long the active work item has been assigned to you and how long you have been working on it. For more information about the communications toolbar, see Siebel Communications Server Administration Guide.

Figure 2. Communications Toolbar


 Siebel Call Center User Guide 
 Published: 18 April 2003