About agent interactions

Specify the queues to work today and get to work by going On Queue to accept an interaction.

• Choose queues to work
• On queue and off queue

Learn about the Interactions panel. See all your current interactions and switch between them. 

• Navigate the Interactions panel
• Manage multiple interactions
• Test your media settings

Accept and respond to calls, email, messages, workitems, and web chat. Create the interaction history for a contact and an organization. View Predictive Engagement customer journey information for a chat interaction. 

• Work with voice interactions
• Work with callback interactions
• Work with voicemail interactions
• Work with chat interactions
• Work with email interactions
• Work with message interactions
• Work with co-browse for web messaging sessions
• Work with external contacts during an interaction
• Work with chat interactions with Predictive Engagement
• Work with message interactions with Predictive Engagement
• Work with workitems
• Work with List View
• Work with a voice transcript
• Switch channels for an interaction
• Transfer voice interactions

Read scripts that guide you through an interaction. Use canned responses to help you quickly find common responses to answer commonly asked questions.

• Use scripts
• Use canned responses

Copy the web address for the current interaction and paste it in the location of your choice. The link takes managers and admins to a record of the interaction.

• Get the link to an interaction’s record

Learn about after contact work (ACW) and where to enter notes and wrap-up codes to complete an interaction.

• Complete after-contact work (ACW)
• Enter notes for an interaction
• Specify wrap-up codes

If your queue is assigned to an agent assistant, agent assist provides FAQ suggestions during a customer call. Ask a logged in supervisor for assistance. 

• Work with agent assist
• Agent assistance