Accept and complete interactions


The following permissions

  • Routing > Agent > OnQueue
  • Routing > Queue > Join
  • Routing > Queue > Search
  • Routing > Queue > View

When you go on queue, you are ready to accept interactions. The Interactions panel opens and shows new interactions.

Depending on how administrators configure queue and organization settings, you can receive more than one interaction or type of interaction at the same time. For help working with multiple interactions, see Manage multiple interactions.

  1. To begin working with an interaction, click Answer.
    Note: In the interaction alert, the top counter indicates the time remaining before the interaction returns to the queue and Genesys Cloud places the agent in the Not Responding status. The bottom counter indicates the amount of time the interaction has been in the queue.
  2. Interact with the customer.
  3. After the interaction ends, complete any after call work (ACW) and click DoneACW Done button

For more about working with the different types of interactions, see the following articles: