User Guide

Doing My Work 29
Doing My Work
Cases and Activities
A majority of the work you do in the Agent Console involves working with activities and cases.
 Cases are discussed in the chapter “Cases” on page 48.
 Common aspects of working with activities are discussed in “Activities” on page 54.
 Details about working with specific types of activities such as email, chat and tasks are discussed in the
chapter dedicated to that activity type. See “Tasks” on page 71, “Emails” on page 76, and “Chats” on
page 85.
Resources
The application provides easy access to several resources that help you to quickly respond to emails, complete
chats, and work on other types of activities. The Agent Console is designed so that most of these resources are
available from the sections in the Information pane, allowing you to easily access these resources while working
in the Reply pane.
Information pane with sections
Information Pane
The system consists of 9 predefined Information pane sections. Out of them, 7 are available to all agents and two
are available to agents with specific licenses.
 The following sections are available to all agents.
 Activity
 Case
 Customer
 History