Agents and Managers can search work requests assigned to others ( and themselves ) in the Dynamic Work Center.
The results can be used to forward the items to other agents or assign them to a queue to be allocated to an agents worklist.
Object Type: This can be an Organisational unit, position or user. The criteria defines what is to be entered on the next field Object.
Object: Based on the entered value in the Object type field an org unit, position or user ID can be entered here.
Class: The type of exception you want to search for ( example: BPEM Case, Workitem etc ).
Key: The unique number of the exception case.
Subclass: Further granularity on the type of exception, for example the case category of a BPEM case.
Created Date: Date on which the exception was generated.
Created Time: Time at which the exception was generated.
Priority: Priority of the exception.
Status: Current status of the exception case.
Current processor: Agent the case is currently assigned to.
Changed Date: Date on which the exception was last changed.
Changed Time: Time at which the exception was last changed.
Maximum no. of hits: The maximum rows of results to fetch from the system.
All the search options are optional and may or may not be specified. To run the search query, press the Search button.
Search criteria can be saved as variants by pressing the save button after filling up the search parameters, saved variants can be selected by using the variant option.