If you are working as a back-office agent, you use the Knowledge Worker desktop, which is configured by your manager.
- When you sign in to the Knowledge Worker desktop, an audio path is not established automatically. An audio path is established only when an interaction takes place.
- The Knowledge Worker desktop places you automatically in the Ready status when you log on.
- If you are using the Knowledge Worker desktop, you are not required to enter an account number when initiating an interaction or enter a termination code when ending an interaction.
- If you are using the Knowledge Worker desktop, you are automatically logged in without authentication.
- When you sign in to the Knowledge Worker desktop, you can use a phonebook. In this phonebook, you can add your personal contacts. These contacts are accessible only to you.
The following features are available only for back-office agents:
