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Workbins

A workbin is like a personal queue or storage area where you can store email and workitem interactions to be handled later. You can access all of your workbins from the My Workbins tab in the Connect area. Supervisors might also see team workbins and Interaction Queues in this tab.

Agents typically see only their own workbins and can view and manage only those interactions that are in their own workbins:

GAPI 900 Personal Workbins.png

Team Leads and supervisors might be set up to view and manage the workbins of the agents they supervise as well as interaction queues:

GAPI 900 Workbins.png

How do I use the My Workbins view?

To view another workbin, select it from the tree in the Workbin explorer on the left-hand side of the view. The number of unopened interactions in each workbin folder is indicated next to the name of the workbin folder.

The list of available workbins depends on how your system is set up by your administrator. Some of the workbins which might be configured for you include:

  • My Draft E-mails contains pending outbound email interactions that you've saved by clicking Save in My Draft E-mails Workbin. Other email interactions might have been moved here by your supervisor.
  • My Inbound E-mails in Progress contains unprocessed inbound email interactions that you've saved by clicking Save In My Inbound E-mails in Progress Workbin (GAPI 900 Email SaveToWorkbin Icon.png). Other email interactions might have been moved here by your supervisor.
  • My Inbound Workitems in Progress contains unprocessed inbound workitems (workitems, faxes, pdf, or other Open Media types).
To view details, notes, and case data about an interaction that is stored in one of your workbins, select it. Information about the selected interaction is displayed in the tabs at the bottom of the Workbins view. To display the interaction information tabs, click the Show/Hide Details Panel button. (IW ShowHideArrangeWorkbinDetailsButton 850.png)

To open an interaction for editing or handling click GAPI 900 Workbin Open Button.png or double-click the interaction.

Workbin action controls are displayed at the top of the Workbin view. If your account is not set up for managing multiple interactions, just click an interaction to select it and the available action buttons become active.

If your account is set up for managing multiple interactions, you will see check boxes next to each interaction. Mark interactions for actions by clicking the check box next to them. There are different ways to mark multiple interactions:

  • You can click the check box next to each one that you want to mark
  • You can click one, then shift+click another to mark both plus all the interactions in between
  • You can click the Mark All box at the top of the table to mark all interactions (click it again to unmark all)

The following actions might be available to you, depending on how your system is set up by your administrator or what interaction type you have selected or marked:

  • Done GAPI 900 Workbin Mark Done Button.png
  • Delete GAPI 900 Workbin Email Delete Icon.png
  • Move to Queue GAPI 900 Workbin Move To Queue Button.png
  • Move to Workbin GAPI 900 Workbin Move To Workbin Button.png
  • Edit Case Information GAPI 900 Edit Case Data Button.png Opens the Edit Case Information window to enable you to edit the content of the Case Data tab for the marked interaction(s).
The video shows you how to use your Workbins.

How do I find a specific Workbin or Interaction Queue?

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You might have many workbins (if you are a supervisor you might also have interaction queues) in the My Workbins tab tree view. To quickly find one or more by name, click the magnifying glass icon at the top of the tree to open the Search field. Enter the name or partial name of the workbin that you are looking for and the tree view is filtered to show only those workbins (and interaction queues) whose names contain the text that you entered.

How do I search for an interaction in a Workbin or Interaction Queue?

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When your workbin or interaction queue contains many interactions, it might be difficult to find a specific interaction. If your account is enabled for search, you will see the Quick Search field and Refresh Results icon.

The Quick Search field enables you to enter keywords or a phrase to search for in your workbins or interaction queues, such as the subject of an email or chat, the body of a chat transcript, a customer name, the name of the agent who handled the interaction, or other text that your administrator allows you to access.

Cloud Agent Desktop users have search enabled automatically; the only field you can search is Subject. On-Premises Workspace users might have other fields available for searching; these fields are enabled by your administrator; if you are not sure what fields you can search, ask your supervisor or administrator.

When you find the chat, email, or workitem, interaction you are searching for, select it to view the details and other information.

To open an interaction for editing or handling click GAPI 900 Workbin Open Button.png or double-click the interaction.

The following actions might be available to you, depending on how your system is set up by your administrator or what interaction type you have selected or marked:

  • Done GAPI 900 Workbin Mark Done Button.png
  • Delete GAPI 900 Workbin Email Delete Icon.png
  • Move to Queue GAPI 900 Workbin Move To Queue Button.png
  • Move to Workbin GAPI 900 Workbin Move To Workbin Button.png
  • Edit Case Information GAPI 900 Edit Case Data Button.png Opens the Edit Case Information window to enable you to edit the content of the Case Data tab for the marked interaction(s).
Use the Show Details Panel/Hide Details Panel button (GAPI 900 History Tab Layout Options Button.png) to change the display of the Details panel.

Searches of customer information like name and address, and of interaction information like subject or body text are 'contains' searches, meaning that each of the fields that you are allowed to search for words or strings, are searched for words that contain the keyword or phrase that you enter in the Quick Search field.

Searches of information that has been customized by your administrator are 'equals' searches, meaning that the search looks for exact matches with what you enter. Ask your administrator about custom information.

Text search is:

  • Not case sensitive. TEXT, Text, text, and teXt are all treated as the same word.
  • Searchable as a phrase: Searching for Find me returns all interactions that contain the exact match for the phrase 'Find me'.

What next?

Top 5 topics

  1. Getting Started
  2. Navigating Agent Desktop
  3. Calls
  4. Contacts
  5. Contact and interaction history
This page was last modified on June 27, 2019, at 05:08.

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