The Work Item Control Panel becomes available when Agent for Salesforce assigns a work itemCustomizable method of delivering contacts to an agent via Studio scripts. to you. A work item is a generic task completed through Salesforce.
A work item appears in Agent for Salesforce as an inbound call. Like an inbound call, you can transfer a work item, take notes on a work item, and end a work item. The following images show the work item control panel: