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The ICC Application pulls back certain metrics and relevant queue statistics that are specific to the agent by default.
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To change how case management is displayed in the dashboard, modify ICC_CP_caseManagementPage. This page has the following forms that are intended to be used as is, replaced, or updated: This can be modified in form: ICC_RP_homeTab. The Home tab is the default tab that the agent views when they access the agent dashboard. The agent dashboard is comprised of three primary pages, the Home tab, the Place Call tab and the individual pages for interactions with a customer. ICC_UT_SAVE_onTaskLoad_taskAlreadyExistsĪll other interfaces and rules can be modified.
![anylogic tutorial call center anylogic tutorial call center](https://i.stack.imgur.com/XeE7z.png)
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For purposes of organization, readability, reusability and concurrent development, the SAIL code for the dashboard is split up into many interface objects. Unlike chained forms in a process model, in-page navigation is driven entirely by SAIL and what the end user sees is strictly controlled through local variables. To understand the details of the Agent Dashboard, it is important to know that this interface is designed using in-page navigation. If you would like more information on the capabilities of the Agent Dashboard, refer to the user guide. This page will describe how to integrate your records and processes into the ICC Application, as well as provide some guidelines for extending certain capabilities. The Agent Dashboard provides a unified customer view alongside communication controls to the agent.