The context-sensitive help for the Emplifi Agent training environment now goes to our new (Training) documentation site.

After v12.2 GA, the context-sensitive help for the Emplifi Agent production environment will go to our new (Production) documentation site.

Because of the above, this site is no longer updated and will be deprecated after the release of v12.2 GA.

Favorites Displayed as Work Items

Displaying a favorite as a Work Item allows users to quickly select the favorite and run a report without searching through all favorites.

Note: Only Case Listing, Frequency, Agent Activity, and SQL Reports can be added to the Work Item menu.

A common use for this functionality is to create a custom Open Cases view. Emplifi Agent does not allow you to edit the Open Cases work item which shows all cases that you are currently assigned to work on. However, you may want to view all of your cases even if they are currently being worked on by another user. By creating a favorite for the Case Listing report (with the necessary criteria to show all of the cases you want to view) and selecting the Add to Work Items check box, you can essentially create a custom Open Cases view.

To display a favorite in the Work Item List:

Create a favorite.
Click the Save to Favorite button . The Save As Favorite window will display.
In the Favorite ID field, enter a name for the favorite.
Select the Add to Work Items check box.

Click Ok. The favorite will display in the Work Items list on the Application Function Bar as well as on the My Favorites page.