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
-
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.
Facebook message in ACE Interact
If the contact centre is communicating with the customers via Facebook, Facebook messages can be sent to you in the same way as work items in ACE Interact.
When the Facebook contact is accepted, the link to the Facebook page is opened in a new tab or window in your web browser.
The contact card for the Facebook message will then show
- buttons for handling the contact. See ACE Interact main view,
- a button for opening the link to the Facebook page in a new tab or window,
- the title and leading text of the message,
- a clickable link to the Facebook page.
