What do "Work Items" represent in the context of Service Cloud Voice?

In the context of Service Cloud Voice, "Work Items" represent interactions that require attention and can be routed to agents for resolution. This includes various communication types such as phone calls, chats, emails, or other forms of customer interactions that agents handle. The ability to route these interactions efficiently to the appropriate agents based on availability, skills, or other predefined criteria is a core feature of Service Cloud Voice. This ensures that customer inquiries are addressed quickly and effectively, improving overall customer service outcomes.

Understanding this concept is crucial as it differentiates the primary function of Work Items from other aspects of service management, such as tasks that specifically require agent assistance or reporting on customer satisfaction. While notifications and reports are essential components of service operations, they do not directly relate to the routing and management of customer interactions like Work Items do. Therefore, the focus on interactions that can be seamlessly integrated and managed within the workflow of an agent underscores the significance of Work Items in Service Cloud Voice.