• Contents

Pick Up a Work Item

Requirements: See Interaction Process Automation.

A work item represents one step in a process. After you complete an assigned work item, the process may generate a new work item and send it to the appropriate agent or workgroup to continue the process.

Work items routed to you appear in the My Work Items view. Also, you can see the arrival and progress of work items in a Workgroup queue or in another user’s queue, if you have the appropriate rights to view these queues. Work Item Category, Work Item Description, and Work Item Due Date columns are not displayed by default in Workgroup or other user queue views, but you can add these columns. This helps you identify the types of work items in these queues. For more information, see Add or Remove View Columns.

You pick up a work item to complete part of a process.

  • You can pick up a work item that is assigned to you from the My Work Items view or from a desktop Work Item Alert.

  • You can pick up a work item that is not assigned to you from a Workgroup queue or in another user’s queue, if you have permission to modify the queue in which the work item appears.

Note: If you launch a process and that process routes a work item to you in less than 10 seconds, the CIC client automatically picks up the work item. If you do not receive the work item within 10 seconds, then the CIC client displays a message alerting you that the process was started.

To pick up a work item:

  1. Do one of the following:

    • In a Work Item Alert (toast message), click Pickup.

    • Select a work item in a New, ACD - Wait Agent, or Held state, and do one of the following:

      • Double-click the selected work item.

      • Click the Pickup button.

      • Right-click the selected work item and choose Pickup from the shortcut menu.

      • Press Ctrl+P.

Result: A form opens.

Example form: The form type and contents depend on the way the process is designed.

  1. Do one of the following:

    • Perform the required action.

Result: The state of the work item changes to Completed. After a certain amount of time, a Completed work item is removed from the My Work Items view.

Note: When you pick up a work item, you are prompted to perform a step in the workflow process. You may need to enter data on a form or you might be required to click a button on a form that indicates you have reviewed or approved some step in a process. It depends entirely on how your organization’s Workflow Designer has constructed the process.

Result: The state of the work item changes to Held.

Tips for Completing Work Items

Note: Invalid data is not saved if you put a work item on hold. The last known good value, if any, for a field containing an error appears when you pick up the work item again.

  • Work item required fields are indicated by a background color. Empty required fields are indicated by asterisks (*).

  • Access to some IPA data can be restricted. For more information, see IPA Security Specifications.

    • If you don't have the necessary IPA security specification to view a non-required field or control on the work item, it is obscured.

    • If you do not have the necessary IPA security specification for any of the required data in the work item, you see an error message that explains you cannot see the work item because you do not have access to the required data.

  • Press Tab to move from field to field in a work item.  

Tip: If the work item contains a multi-line text box, first press Insert to turn off automatic insert, then you can tab through all the fields on the form.

  • Cancel buttons are always enabled. Submit or OK buttons are enabled only when all required fields contain valid entries.

  • Data entry errors are highlighted and are also indicated by an arrow. If you point to this arrow, a tool tip appears that can help you correct the error.

Note: Depending on the type of control and type of data, data entry errors can be indicated while you are making an entry or only after you move to the next field.

Related Topics

Put a Work Item on Hold

Work Item Toolbar