The Tree Selector takes up additional space but it shows you, at a glance, your current work load and allows individual node refresh and node customization. It includes the same information as the Tree Selector. It shows your assigned nodes and the current qualified node codes.Ĭascading Selector is a drop down menu displayed at the top of the Agent Workplace, providing more room for the Summary Table. Tree Selector (sometimes referred to as "HGRID") always displays on the left side of the Agent Workplace. There are two display views for the Work Selector:
You may always use the Work Selector Toggle control to switch between Tree and Cascading Work Selector. You will be configured by default for either Tree Work Selector or Cascading Work Selector at startup. The UWQ Work Selector displays your assigned work nodes and allows you to view your current work load and select a specific node to view Summary information about each qualified work item. To manually refresh work counts, from the Tools menu, choose Refresh. You may manually refresh work item counts at any time. The refresh strategy is set by your system administrator. Work item counts may be refreshed when the Universal Work Queue window opens, after each delivery of a media work item, or manually. The Universal Work Queue window will appear. For example, if your phone number is 12 and the length of internal extensions for your interaction center is set to five, then enter 67890. If the Phone Extension window appears, enter the extension of your physical phone and then click OK. Note: If a phone extension is defined by the system administrator for your user account, then Universal Work Queue uses that phone extension for media work and does not display the Phone Extension window. If you are enabled for media work, then the Phone Extension window may appear. Note: This is configuration dependent and applies to application work only with the notice controller or session history and break reasons. If you are enabled for application work only, then the Universal Work Queue window and the icWork Controller appear. Launch Universal Work Queue from the Navigator. In the Navigator window, on the Functions tab, choose Universal Work Queue. Navigate to the Universal Work Queue window. If your system administrator has entered your phone extension in the IEU: Optional: Phone Extension profile option for your user account, then you will not have to enter your phone extension.Ī load progress bar will appear to indicate the launching activity of Universal Work Queue and the icWork Controller. You may have to enter it when you navigate to Universal Work Queue. For example, if your phone number is 12 and the length of internal extensions for your interaction center is set to five, then your phone extension is 67890. You should identify your phone extension. Oracle TeleSales or Oracle TeleService profile options must be configured for media work. Universal Work Queue profile options must be configured for media work. Oracle interaction center information must be defined in your CRM resource record. You must satisfy the prerequisites for application work. The refresh strategy may be the same for all agents in your interaction center or it may differ based on application, responsibility, or even user account. The refresh strategy is set by your system administrator using the IEU: Desktop: UI: Refresh Style profile option.
You should identify the refresh strategy for the work item count in Universal Work Queue. You must have the appropriate CRM roles in your CRM resource record. You must be defined as a CRM resource in Oracle Applications. Universal Work Queue profile options must be configured for application work. Your employee record must be linked to your Oracle Applications user account. You must be defined as an employee in Oracle Applications. LoginĬustomer Support or TeleSales Agent Prerequisites Use this procedure to access the Universal Work Queue window. The Universal Work Queue window displays your work items. Setting and Applying Quick Filter Criteria.Refresh Individual Node or Sub-Node Counts.Ending Your Universal Work Queue Session.Viewing Current Activity Status and Timer.Managing Notices from the icWork Controller.Selecting Work from the Work Summary Panel.Viewing Work Items in the Work Summary Panel.This chapter covers the following topics: The procedures will also appear in the product online help. This chapter contains task-based procedures for using the product.