The Work Item Control Panel becomes available when NICE inContact Agent for Oracle Service Cloud assigns a work item to you. A work item is a generic task completed through Oracle. When people create tasks in Oracle, they detail the task requirements and assign the task to a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge or a specific agent.
For help using or troubleshooting the Oracle Service Cloud product, see Oracle's Documentation for Oracle Service Cloud Products.
A work item appears in NICE inContact Agent for Oracle Service Cloud as an inbound call. Like an inbound call, you can transfer a work item, take notes on a work item, and end a work item. The following images show the work item control panel:
