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Function documentationToolbars

 

The toolbar contains a set of function shortcuts in the form of buttons, and a section where agents select their mode in the system. Modes simply indicate whether the agent is available to process incoming contacts. Although the toolbar is a in a fixed position at the top of the page, you can tailor the content and text of the toolbar to fit your needs.

Features

Agents use the toolbar to work in different channels. The system dynamically determines the buttons that appear in the toolbar, depending on the:

  • Current channel you are working in

  • Customizing settings

The toolbar provides an interface between your Communication Management Software and the IC. Your system administrator must set up the communication management software and ensure that the users and passwords there match those in the SAP system.

For more information, see the documentation for the communication management software you are using.