Viewing the Work Item details

You can view details corresponding to a work item in the Work List window. By looking at the work item details, you will be able to view the digits that a caller entered during an IVR interaction, User-to-User Information (UUI), and work codes for the associated call.

On an active call, in the Work List window, click WorkItem Details.
The Work List window expands with the following data (if available) for the corresponding work item:
- Prompted Digits: Prompted digits corresponds to a sequence of number a caller enters in response to automated questions when the call passes through an IVR system.
- User to User Info: User-to-User Information refers to an unique identifier that an external application (such as Avaya ASAI) adds to an incoming call to recognize the call type.
- Work Codes: Work Codes differentiates the call type for each work item. For example, a follow up call to a customer appears as ‘13: Follow-up’ and a cold call to a customer appears as ‘11: Cold Call.
To close the work item details panel, click WorkItem Details again.