https://all.docs.genesys.com/index.php?action=history&feed=atom&title=GASN%2FCurrent%2FAgent%2FHandle_workitems 2026-05-03T21:14:44Z Revision history for this page on the wiki MediaWiki 1.31.1 https://all.docs.genesys.com/index.php?title=GASN/Current/Agent/Handle_workitems&diff=125813&oldid=prev 2022-07-30T23:45:56Z

<p>Created page with &quot;{{Article |Standalone=No |DisplayName=How to handle a workitem |TocName=How to handle a workitem |Context=Here is everything you require to know to handle incoming WorkItems i...&quot;</p> <p><b>New page</b></p><div>{{Article<br /> |Standalone=No<br /> |DisplayName=How to handle a workitem<br /> |TocName=How to handle a workitem<br /> |Context=Here is everything you require to know to handle incoming WorkItems interactions with the Gplus Adapter for ServiceNow.<br /> |ComingSoon=No<br /> |Platform=GenesysEngage-cloud<br /> |Section={{Section<br /> |sectionHeading=Inbound WorkItems from a known contact<br /> |alignment=Vertical<br /> |structuredtext=After you log in and make yourself available, you can receive inbound WorkItem from the queue. When the Gplus Adapter alerts you of an incoming WorkItem, you receive a toaster notification with the '''information about the WorkItem interaction'''. WorkItems can transport arbitrary information depending which type of entity they represents. In the below example the notification displays:<br /> <br /> *the customer phone number<br /> *the Department<br /> *the type of WorkItem (inbound workitem)<br /> *the WorkItem subject<br /> <br /> [[File:GASN Inbound WorkItem.png|900x900px]]<br /> <br /> <br /> To answer the WorkItem Interaction, click Accept. When you accept a WorkItem from an already known customer, you receive a ServiceNow screen pop of the record that matches the customer contact information. If you want to learn further on screen pops, see {{Link-AnywhereElse|product=GASN|version=Current|manual=Agent|topic=Supported_features}}.<br /> <br /> [[File:GASN Workitem Screenpop.png|900x900px]]<br /> <br /> <br /> Below the WorkItem Interaction controls, the Adapter shows the '''Case Information section''', where you can examine information about the WorkItem. Your administrator determines the access and content of the Case Information section. You can also set the '''Dispositions''' of the WorkItem Interaction.<br /> <br /> The interaction remains active until you mark the WorkItem interaction done. Remember you can't sign out if there are any active Interaction. To learn more about logging out, see {{Link-AnywhereElse|product=GASN|version=Current|manual=Agent|topic=Gplus_Adapter_basics}}.<br /> <br /> <br /> '''Workbins'''<br /> <br /> A workbin is like a personal queue or storage area where you can store email and workitem interactions to be handled later.<br /> <br /> Agents typically may access only their own workbins. You can access workbins from the GPlus menu<br /> <br /> [[File:GASN WorkBinMenu.png|900x900px]]<br /> <br /> <br /> When you open the workbin you can see your WorkItems in progress<br /> <br /> [[File:GASN AgentWorkbin.png|900x900px]]<br /> <br /> <br /> In the workbin view you can perform the following actions:&lt;br /&gt;<br /> {{{!}} class=&quot;wikitable&quot;<br /> {{!}}+<br /> !Icons<br /> !Description<br /> {{!}}-<br /> {{!}}[[File:GASN WorkBin OpenWorkitem.png{{!}}40x40px]]<br /> {{!}}Open the workitem<br /> {{!}}-<br /> {{!}}[[File:GASN Workbin MarkDone.png{{!}}50x50px]]<br /> {{!}}Mark done the workitem<br /> {{!}}-<br /> {{!}}[[File:GASN WorkBin delete.png{{!}}52x52px]]<br /> {{!}}Delete the workitem<br /> {{!}}}<br /> |Status=No<br /> }}{{Section<br /> |sectionHeading=Relevant links<br /> |alignment=Vertical<br /> |structuredtext=*{{Link-SomewhereInThisVersion|manual=Agent|topic=Manage_inbound_calls}}<br /> *{{Link-SomewhereInThisVersion|manual=Agent|topic=Supported_features}}<br /> |Status=No<br /> }}<br /> }}</div>

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