Work That Arrives On Its Own¶

The point of connecting Desk Center to the phone system is that nobody has to type what already happened. There are two routes, and they can both be on at once.

flowchart LR
  A[Call ends] --> B{Agent chooses a disposition}
  B --> C[Disposition has a Desk Center target]
  C --> D[Work item created on that board]
  E[Call came through a queue] --> F[Queue is routed to a board]
  F --> D
  D --> G[Agent finishes the wrap-up in Desk Center]

Route 1 — a disposition files the work¶

Contact Center → Configuration → Dispositions, then Desk Center → Dispositions for the target

A disposition is what an agent picks at the end of a call: Resolved, Complaint, Callback requested. Giving a disposition a Desk Center target means that choosing it creates a work item.

For each disposition you choose:

the board the work is filed on, and
the column it starts in — which need not be the board's first. A complaint that goes straight to With the supervisor skips a step nobody was going to take.

The work item arrives carrying the call: who rang, when, how long, and the recording when there is one.

One wrap-up, not two

The agent chooses the disposition once. They do not pick a disposition and then open Desk Center to type the same thing again.

Route 2 — a queue files the work¶

Desk Center → Routing

Map a queue to a board, and work from that queue lands there. Two queues may share a board; a queue has one.

Use this when the queue already is the team — a Billing queue whose calls always become Billing work — and dispositions when the board depends on what the call turned out to be.

When both apply, the disposition wins: it is the more specific answer, and it is the one a person chose.

What happens if neither is configured¶

Every work item has to be written by hand. Desk Center still works — but the record only contains what somebody remembered to put in it, which is the gap this page exists to close.

The Getting Started screen tells you which of the two, if either, is in place.

Screen pop and click-to-call¶

When a call arrives, Desk Center can show the agent who is calling and their open work before they answer. When a number is on screen, it can be dialled rather than copied.

Both depend on the phone system, so they need the contact to be matched to a number. Contacts arrive on their own from calls, so this usually works without anybody doing anything — an account with no contacts at all is a sign that the call path is not reaching Desk Center.

Once the work exists¶

Both routes above decide where work arrives. What happens to it afterwards — who it is assigned to, where it moves next — is Automation, which is a separate screen on purpose: these two answer "where does this land", and that one answers "and then what".