The Web Agent Toolbars - Avaya Interaction Center User Manual

Tools menu – A set of commands that help you do your work. The Agent Home command
n
opens your Internet browser to Web pages designed for agents. The commands in the middle
section of the menu are all related to the Web sites that customers visit. One command takes
you to the current customer's DataWake
visited since they opened their browser. One command opens your browser to the customer
Web Self-Service site where you can submit a document to be included on the database of
frequently asked questions (FAQ). Another command lets you search the FAQ database for
information. The Preferences command displays the preferences dialog box where you can
customize the look of the Web Agent and set various options related to chat and email.

The Web Agent Toolbars

The Web Agent has several toolbars containing buttons that you can click to perform commands.
The main toolbar is always present near the top of the Web Agent. The other toolbars depend on
your current customer interaction. There are toolbars for the following:
Email Toolbars
n
Chat Toolbars
n
Voice Chat Toolbars
n
Resource Toolbar
n
Tip: Any time you do not remember what a button does, hold your cursor over the button for a
moment. The Web Agent displays either the name or a description of the button, as shown in the
following illustration. It also shows the keyboard shortcut that you can use to perform that
command, such as pressing the Control key, the Alt key, and then the letter "c" to switch to Chat
Management.
record, which lists the URLs the customer has
TM
Web Agent
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