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Glossary:Workbin

In Multimedia, a contact-center object that holds interactions for later processing by a particular agent (or agent group, place, or place group). Agents can use workbins to store interactions on which they have started working, and on which they want to continue working at a later time. Interactions also can be distributed to workbins by Universal Routing Server (URS). A workbin is like a queue, in that it holds interactions. Nevertheless, a workbin differs from a queue in the following ways:

  • It is associated with a particular agent/place/group, and its major function is to hold interactions for that agent/place/group to process.
  • Agents can view the entire contents of the workbin, and pull interactions from it in any order. Agents also can pull interactions from queues, but only in the order that is defined by the queue.


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This page was last modified on November 18, 2013, at 17:12.