(→‎Workbins)
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=Corbeilles=
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=Workbins=
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Une corbeille est comparable à une file d’attente personnelle ou à un espace de stockage qui permet de conserver les [[email|e-mails]] et autres interactions [[Facebook|Facebook]], [[Twitter|Twitter]] et [[Workitems|Élément de travail]] à traiter ultérieurement.
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A workbin is like a personal queue or storage area where you can store [[email|email]], [[Facebook|Facebook]], [[Twitter|Twitter]], and [[Workitems|Workitem]] interactions to be handled later.
  
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Comme tous les agents, vous pouvez utiliser deux corbeilles. Si vous êtes chef d’équipe, il se peut que vous ayez à votre disposition d’autres corbeilles permettant de gérer les interactions des agents que vous supervisez, et que vous deviez modifier les informations de contexte.
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As an agent you have two different workbins that you can use. If you are a Supervisor (Team Lead), you might have additional workbins that you can use to manage the interactions of the agents that you supervise, and you might be set up to edit Case Information.
  
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Vous pouvez accéder à toutes vos corbeilles depuis le menu '''Vues d’appui''' ([[File:IW_Supporting_Views_Button_850.png|link=]]).
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You can access all of your workbins from the '''Supporting Views''' ([[File:IW_Supporting_Views_Button_850.png|link=]]) menu.
  
 
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|title=Comment utiliser la vue Mes corbeilles ?
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|title=How do I use the My Workbins view?
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|textwide=Pour voir une autre corbeille, sélectionnez-la dans l’Explorateur de corbeille à gauche de la vue. Le nombre d’e-mails non ouverts dans chaque corbeille est indiqué à côté de son nom.
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|textwide=To view another workbin, select it in the Workbin explorer on the left-hand side of the view. The number of unopened email messages in each workbin folder is indicated next to the name of the workbin folder.
  
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La liste des corbeilles disponibles dépend de la configuration de votre système par l’administrateur. Plusieurs corbeilles peuvent être configurées à votre intention, notamment :
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The list of available workbins depends on how your system is set up by your administrator. Some of the workbins which might be configured for you include:
  
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* '''En cours''' contient les interactions entrantes par e-mail non traitées et les messages Facebook et Twitter que vous avez enregistrés en cliquant sur '''Enregistrer dans corbeille'''.
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* '''In Progress''' contains unprocessed inbound email interactions and Facebook and Twitter messages that you've saved by clicking '''Save in Draft Workbin'''.
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* '''Mes brouillons''' contient les interactions sortantes par e-mail et les messages Facebook et Twitter que vous avez enregistrés en cliquant sur '''Enregistrer dans la corbeille des brouillons'''.
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* '''My Drafts''' contains outbound email interactions and Facebook and Twitter messages that you've saved by clicking '''Save in My Draft E-mails Workbin'''.
  
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Pour afficher les détails, les notes et les données de contexte d’une interaction stockée dans l’une de vos corbeilles, sélectionnez-la. Les informations sur l’interaction sélectionnée apparaissent dans les onglets au bas de la vue Corbeilles. Pour afficher les onglets d’informations sur l’interaction, cliquez sur le bouton '''Afficher/Masquer le panneau de détails'''. ([[Image:IW_ShowHideArrangeWorkbinDetailsButton_850.png|link=]])
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To view details, notes, and case data about an interaction that is stored in one of your workbins, select it. Information about the selected interaction is displayed in the tabs at the bottom of the Workbins view. To display the interaction information tabs, click the '''Show/Hide Details Panel''' button. ([[Image:IW_ShowHideArrangeWorkbinDetailsButton_850.png|link=]])
  
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Pour ouvrir une interaction afin de la modifier ou de la traiter, sélectionnez-la et cliquez sur [[File:WWE_852_Open_Selected_Interaction_Button.png|link=]].
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To open an interaction for editing or handling, select it and click [[File:WWE_852_Open_Selected_Interaction_Button.png|link=]].
 
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Version du octobre 24, 2017 à 17:40

Workbins

A workbin is like a personal queue or storage area where you can store email, Facebook, Twitter, and Workitem interactions to be handled later.

As an agent you have two different workbins that you can use. If you are a Supervisor (Team Lead), you might have additional workbins that you can use to manage the interactions of the agents that you supervise, and you might be set up to edit Case Information.

You can access all of your workbins from the Supporting Views (IW Supporting Views Button 850.png) menu.

How do I use the My Workbins view?

To view another workbin, select it in the Workbin explorer on the left-hand side of the view. The number of unopened email messages in each workbin folder is indicated next to the name of the workbin folder.

The list of available workbins depends on how your system is set up by your administrator. Some of the workbins which might be configured for you include:

  • In Progress contains unprocessed inbound email interactions and Facebook and Twitter messages that you've saved by clicking Save in Draft Workbin.
  • My Drafts contains outbound email interactions and Facebook and Twitter messages that you've saved by clicking Save in My Draft E-mails Workbin.

To view details, notes, and case data about an interaction that is stored in one of your workbins, select it. Information about the selected interaction is displayed in the tabs at the bottom of the Workbins view. To display the interaction information tabs, click the Show/Hide Details Panel button. (IW ShowHideArrangeWorkbinDetailsButton 850.png)

To open an interaction for editing or handling, select it and click WWE 852 Open Selected Interaction Button.png.
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