| agent dashboard (CRM-CIC) |
Specifics of the IC WinClient:
Replaces the call state component in the multichannel interface.
Provides agents with a real-time display of contact state information and incoming site information including but not limited to dialed number identification service (DNIS) and an e-mail inbox.
The original call state component contains hard-coded call state information. This information was only relevant to telephony channels and was limited to the hard-coded information specified in SAPphone.
In the multichannel interface, the agent dashboard displays contact state information for every channel. Each channel has different contact state information to display.
Specifics of the IC WebClient:
An area in the IC WebClient which displays channel, queue, and system information.