If you are working as a knowledge worker 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 bypassing the login screen.
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.
When you log in to the Knowledge Worker desktop, the following tabs are displayed:
Phonebook: Enables you to make calls or chat with stored contacts. Hover over the record to get the Actions options.
Agents: Displays all logged-in agents to the service with the options to Chat and call. Hover over the record to get the Actions options.
Call History: Displays the call history for the agent with a call option. Hover over the record to get the Actions option.
You can use the search box for corresponding information from the tab you have selected (Phonebook, Agents, and Call History).
The following features are available only for Knowledge Worker agents:
