Performing Chat & Email Tasks; Managing Resources - Avaya Interaction Center User Manual

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This chapter explains how to perform tasks related to email or chat that you generally perform
when you are not actively handling an email or chat contact.
The tasks are managing your resources, importing migrated resources from a previous release of
the Avaya™ Interaction Center, setting preferences, and using Web Self-Service.
The chapter includes the following topics:

Managing Resources

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n Importing Migrated Resources
n Setting Preferences
n Using Web Self-Service
n Viewing Your Own DataWake Record
Managing Resources
Resources are previously prepared text, emails, and URLs (Internet addresses) that you can send to
customers whenever the information is needed. This saves you the time and the tedium that it
would take to type the same information repeatedly. For example, text resources may consist of
boilerplate text and small pieces of text that you can use in your chat sessions, such as common
phrases, greetings, closings, and answers to questions you receive frequently. Email resources may
contain answers to commonly asked questions and may contain attachments. URL resources may
lead your customer to corporate Web sites, such as a page on exchange policies.
Some resources may have already been set up for you and other agents to use, such as "global
resources." You cannot change or delete these resources, unless you are an administrator. You can
create agent resources for your own use. No one else can see your agent resources.
When you are responding to email, you may also have a list of "Suggested Responses" in your
Resource Area. These are temporary resources related to an email contact. For more information,
see "Using Suggested Responses," on page
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