LV23 Pop-Out Help

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Work Center provides a unified workspace for agents and supervisors and acts as an up-to-date and centralized hub for all tasks and responsibilities. Work Center provides a consolidated view of all items that need attention, such as work queue tasks, posts, alerts, and notifications. You can use Work Center to compose and receive internal announcements, alerts, and notifications for tasks under the work queue.

The information displayed in the Work Center is personalized based on each individual’s access and permissions. 

Work Center is divided broadly into two categories:

  • LV Connect
  • Work Queue

LV Connect

Connect or LV Connect comprises the following communication tools:

  • Alerts - Messages of importance that are automatically or manually launched to alert individuals to an event or situation that might need their attention.
  • Posts - Any message that can be viewed by anyone in the organization or directed to a select group of people.
  • Notifications - Messages that are launched automatically from the Work Queue to notify individuals about events, such as a new task, overdue task, and so on. You can initiate a notification from the WFM Agent Scheduling screen when a new agent schedule is published or from the
    U-CRM interface to draw attention to a specific account, ticket, or contact    .

Click Alerts, Posts, or Notifications to see information about the alerts, posts or notifications.

  • Click to search for specific items.
  • Select My Task Only check box to display only your tasks.
  • To mark an item as important, click .
  • Click to pin the item.
  • Click to bookmark the item.
  • Click to see more options, such as Delete, Mark as Complete, Reassign, View, or View in New Tab.

To filter for specific types of records:

  1. Click to filter.
  2. In the Filter window, select Types from the Available list and click the arrow to move the item to the Selected list.
  3. Click Apply.

To create a New Poll or New Post:

  1. Click from the top banner after you navigate to the Alerts, Posts, or Notifications page from the main Work Center page.
  2. Choose Visibility from the drop-down list. If you select Specific Users, enter the usernames in the Select Users window. Use <> to search for specific users.
  3. Enter the Post Title (for a new post) and Poll Title (for a new poll).
  4. Enter the Post Body (for a new post) and Poll Body (for a new poll).
  5. Select Allow Replies, Allow Likes, Mark as Important, and Notify on Reply as required. You can select as many as you require.
  6. Select Create Post (for a new post) or Create Poll (for a new poll).
  7. To send the post/poll later, click the arrow next to the Create Post button and select Send Later. You will be asked to enter a date in the Schedule Date field.
  8. You can save the draft using the Save Draft option if you intend to modify it and then send it at a later time/date.
  1. When you select Alerts, tabs such as Inbox, Completed, and Sent are displayed. Click the My Task Only check box to see only alerts related to your tasks.
  2. Click again on a specific alert to obtain more information.
    • The Details tab provides information, such as who created the alert and for whom, any comments received for the alert, and so on.
    • The Info tab provides information, such as Threshold, Check Frequency, and Notification Frequency for the alert.
    • The Audit tab provides information regarding the changes made and the date/time of the changes made to the alert.
  1. When you select Posts, tabs, such as Inbox, Completed, Sent, Draft, and Pending are displayed.
  2. Click again on a specific post for additional information.
    • The Details tab provides information, such as who created the post, any comments received for the post, and so on.
    • The Info tab provides information, such as who can see the post.
    • The Audit tab provides information about the changes made and the date/time of the changes made to the post.
  1. When you select Notifications, only the Inbox tab is displayed.
  2. Click again on a specific notification for more information.


You can navigate between different LV Connect items using the arrow key in the top banner. Click on LV Connect to go back to the main Work Center page.

LV Connect can also be configured on the agent desktop. When configured, it acts as a communication channel between the platform and the agent desktop to send and receive alerts, posts, and notifications. Managers and agents can use this for communication purposes.

Work Queue

The Work Queue feature enables you to view information about various work queue tasks, such as:

  • Acknowledgment – Lists the acknowledgment tasks.
  • Arbitration – Lists agent disputes regarding scorecard results.
  • Coaching – Lists coaching tasks.
  • Customer Reminders – Lists reminders for customer follow-ups.
  • eLearning – Indicates the assigned instructional material for training purposes.
  • Scheduled Callbacks – Lists the automatically scheduled customer follow-ups.
  • Scheduling – Lists agent work assignments.
  • SIQ Scoring – Lists interactions that must be scored in SpeechIQ.

Click each of the Work Queue tasks to obtain a list of all the items related to the type of task selected.

You can navigate between different Work Center items using the arrow key in the top banner. Click Work Center to go back to the main Work Center page.

The Acknowledgement, Arbitration, Coaching, Customer Reminders, eLearning, Scheduling, and SIQ Scoring tasks display information, such as Type, Priority, Due Date, Assigned To, Status, Contact ID, Subject, Created By, and Created Date.

The Scheduled Callbacks task displays information, such as Active, Contact Number, Schedule Date, Phone Number, Agent, Status, Service, Created By, and Created Date.

Info

To view only tasks assigned to you, select the My Tasks Only check box.

To view a task:

  1. Select the task from the list.
  2. Double-click the task to view additional information.
  3. If a task has more sub-tasks, double-click the sub-task to view information about the sub-task.
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