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Oracle Universal Work Queue User Guide
Contents
Title and Copyright Information
Send Us Your Comments
Preface
Product Description
- Features
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- Concepts
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- Phone Extension Window
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- Work Distribution
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- Work Launch Rules for Application Work
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User Procedures
- Getting Started
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- Work Selector Display Style
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- Navigating Universal Work Queue
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- Working on Application Work Items
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- Configuring Work Sources
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- Viewing Work Items in the Work Summary Panel
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- Selecting Work from the Work Summary Panel
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- Next Work Delivery and Distribution
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- Rescheduling Work
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- Requesting Work
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- Getting Work
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- Using the Work Panel
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- Viewing Notes
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- Entering a New Note
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- Viewing Work Item Detail
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- Assigning a New Action
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- Acting Upon a Work Item
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- Viewing the Message Panel
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- Working on Media Work Items
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- Handling Inbound Telephone Calls
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- Working on Outbound Campaigns
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- Returning Web Callbacks
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- Managing Blended Calls
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- Viewing Your Email Workload
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- Resetting an Interaction
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- Using the icWork Controller
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- Managing Notices from the icWork Controller
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- Work Access Controls
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- Viewing Current Activity Status and Timer
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- Managing Sessions
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- Taking a Break from Your Session
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- Ending Your Universal Work Queue Session
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- Managing Nodes and Counts
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- Hide Node Counts
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- Display Node Counts
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- Hide a Single Node
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- Hide Specific Nodes
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- Hide All Nodes
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- Display One or More Hidden Nodes
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- Display All Hidden Nodes
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- Change the Display Order of Nodes
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- Refresh Selective Node Counts
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- Refresh All Node Counts
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- Refresh Individual Node or Sub-Node Counts
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- Working with Quick Filters
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- Quick Filter Components
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- Setting and Applying Quick Filter Criteria
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- Clearing Quick Filters
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- Restoring the Default Quick Filter
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Index
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