Oracle Universal Work Queue User Guide

Contents

Title and Copyright Information

Send Us Your Comments

Preface

Product Description

Features

Concepts

      Phone Extension Window

      Work Distribution

      Work Launch Rules for Application Work

User Procedures

Getting Started

Work Selector Display Style

Navigating Universal Work Queue

Working on Application Work Items

Configuring Work Sources

Viewing Work Items in the Work Summary Panel

Selecting Work from the Work Summary Panel

Next Work Delivery and Distribution

Rescheduling Work

Requesting Work

Getting Work

Using the Work Panel

Viewing Notes

Entering a New Note

Viewing Work Item Detail

Assigning a New Action

Acting Upon a Work Item

Viewing the Message Panel

Working on Media Work Items

Handling Inbound Telephone Calls

Working on Outbound Campaigns

Returning Web Callbacks

Managing Blended Calls

Viewing Your Email Workload

Resetting an Interaction

Using the icWork Controller

Managing Notices from the icWork Controller

Work Access Controls

Viewing Current Activity Status and Timer

Managing Sessions

Taking a Break from Your Session

Ending Your Universal Work Queue Session

Managing Nodes and Counts

Hide Node Counts

Display Node Counts

Hide a Single Node

Hide Specific Nodes

Hide All Nodes

Display One or More Hidden Nodes

Display All Hidden Nodes

Change the Display Order of Nodes

Refresh Selective Node Counts

Refresh All Node Counts

Refresh Individual Node or Sub-Node Counts

Working with Quick Filters

Quick Filter Components

Setting and Applying Quick Filter Criteria

Clearing Quick Filters

Restoring the Default Quick Filter

Index