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IPA Work Item Client

The IPA Work Item Client is a web-based application that enables you to complete tasks that are part of a process. Work items represent these tasks. A work item is a form that gathers information. Work items could represent the tasks involved in processing a customer order, a loan application, an insurance claim, or other form of work.

Interaction Process Automation routes a work item to the first available and qualified agent or to the most appropriate workgroup queue. When IPA assigns you a work item, it appears in your My Work Items tab.

If you have the appropriate license and user rights, you can:

  • pick up a work item and complete a necessary task

  • transfer a work item to another agent or workgroup

  • start a process that routes work items to other members of your organization

  • search for an existing process

Note:  Customer Interaction Center (CIC) also supports two interaction management client applications. This documentation uses the term "CIC client" to refer to either Interaction Connect or Interaction Desktop.

Related topics

IPA licenses

IPA user rights

CIC 2017 R4 revised July 11, 2022