Worklist Engine

With the exception of inbound calls, the Worklist Engine is responsible for passing all types of interactions to agents: outbound calls, emails, and chats (including web, SMS, and social media chats).

Diagram of the Worklist Engine

For more information, see Worklist Engine.

The appsettings.config file for the Worklist Engine defines the app settings for this service. It contains the following application settings.

Setting Description
RefreshSeconds
AgentDesktopUrl Defines the URL of the agent desktop.