A work item is a contact containing a task to be carried out.
You can receive work item contacts from queue, or pick work item contacts in the Waiting lists support function. When work item contact is picked from waiting list it is automatically accepted.
The card title indicates what you are to perform. Below there might be a more detailed description like "Prepare invoices" or "Pick up sandwiches for the staff meeting".
The work item is handled like any other contact:
- To Assistance - Enquire or transfer use Assistance
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Park your contact to work with other contacts, from any media. Resume activates the parked contact again.
When you're done with the task, click End.
Where Wrap-up time is offered for work item contacts, click Close when you are completely done.
Also see Voice message in ACE Interact.