Contents

Work item views

The My Work Items view displays the work items that are currently in your user queue. These work items are assigned directly to you or ACD-routed to you from a workgroup to which you belong. This view appears by default. You cannot remove or hide this view. You can also display a work item view for any workgroup to which you belong and have the appropriate rights.

You can pick up, transfer, or put a work item on hold by selecting it and clicking the appropriate toolbar button. After you complete a work item, it continues to appear in the My Work Items view for a limited time.

If you do not immediately pick up an ACD-routed work item, it remains in the My Work Items view for a limited time. Then Customer Interaction Center (CIC) routes it to another member of your workgroup or other qualified agent. If the CIC administrator revokes your IPA license, any ACD-routed work items that are in your user queue remain until you process them. However, CIC does not route any new work items to you.