Application Function Bar

This is the Home Page for Emplifi Agent, where all your configured widgets display. For more information on this page, see Emplifi Agent Home Page. For more information on widgets, see Widgets.

This tab expands to display all the cases that are currently open by the signed-in user. For more information on cases, see Case Basics.

The Work Items menu allows an agent view the following pages:

• Open Cases

• Open Issues

• Pending Actions (Case)

• Queue Details

• Designated Favorites, if applicable.

For more information on the options in the Work Items menu, see Work Items.

The Resources page is similar to a bulletin board. It is a way for supervisors to post announcements, tips, suggestions, reminders, etc. so that everyone using the system can see them. Resource posts will appear to agents on the Additional Resources widget. For more information, see Widgets.

 

News Feed is a way for agents to communicate with each other within the Emplifi Agent system. Supervisors can also post quick questions or updates that everyone using the system will be able to see on the Home Page.

The News Feed page does not show up for everyone; rather, the User Posts widget shows the latest updates to the News Feed. For more information, see Home Page Editor. Agents that have permission will be able to view the News Feed page to see earlier posts than what the widget shows.

Administrators can use the Delete button to get rid of irrelevant or pointless posts from the feed. Administrator permissions are required to view this button.

Note: Permissions are set up in Administration User and Security Setup Security Roles. In the UserPost and UserPostAdmin rows, select or clear the check boxes to assign the access level for that security role. All users assigned to that security role immediately get that access level. See Security Roles for a detailed description of each box in the row.

The Reports menu has options for accessing Reports Administration and Quick Reports.

Report Administration

When you select Report Admin the reports page opens and will display the Favorites, Case Reports, and Administration Reports menus. From there, each individual report can be opened. For more information on Reports, see Reports Overview.

Note: For the Reports page to open, your browser Pop-up Blocker Settings must allow pop-ups from the site.

Quick Reports

Quick Reports is a list of the most frequently used report favorites. The report favorites that can be added to Quick Reports include:

• Case Listing Report

• Chart Report

• Frequency Report

• SQL Select Report

When you select a report from the list, the report results will display on the page. You can drill down on the results to view more information on a specific item.

To refresh the report, click the report name from the Quick Reports list.

To open the report options page in Report Administration, click the Report Admin button on the page banner.

For more information on setting up Quick Reports, see Favorites Displayed as Quick Reports.

This tab opens the utilities page displaying the Case, Fulfillment, Address, and Configuration Utilities. From there, each individual utility can be opened. For more information on Utilities, see Utilities Overview.

Note: For the Utilities page to open, your browser Pop-up Blocker Settings must allow pop-ups from the site.

The Administration section opens in a new page that is only visible to those with Administrator permissions.