Understanding Multichannel Toolbar Functionality

When an agent (configured for voice, multichannel, or both queues) logs on to PeopleSoft Pure Internet Architecture and the application dispatcher launches successfully, the Multichannel Toolbar appears in a pagelet on the Pure Internet Architecture home page. The system then automatically logs the agent on to the voice queue and multichannel queue that are selected in the agent configuration. When logon completes, the toolbar notifies the agent of any incoming tasks that are passed from the agent's assigned queues.

The application dispatcher processes all events that happen between the Multichannel Toolbar and the Computer Telephony Interface (CTI) and universal queue servers.

Use the Multichannel Toolbar to:

• Receive and process calls, emails, chat requests, and generic tasks.

  The Multichannel Toolbar can display a maximum of two incoming task notifications concurrently waiting to be accepted. For voice tasks, appropriate action buttons appear based on the current state of the task. For example, if the voice task is currently in transfer, available actions are Hold and Release, not Accept and Release Hold.

  Agents continue to receive incoming tasks until their preset maximum workload limit is reached. When this limit is reached, the agent status changes to unavailable for that queue.

  Note: If agents are configured to automatically accept tasks, no notifications will be sent for those tasks. The task-specific work page appears automatically.

• Resynchronize queues.

  Sometimes the CRM CTI system may not be synchronized with the CTI switch. While the application dispatcher monitors the two systems and resynchronizes them when needed, agents can perform this action manually as well. A resynchronization restores the correct CTI state from the CTI system and updates it on the Multichannel Toolbar.

• View queue statistics.

  Agents can view statistics of the queues to which they log on. Information such as the number of tasks in a queue and the average wait time for tasks in the queue are available for review.