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:
