Navigate the Interactions panel


Prerequisites

The following permissions:

  • Scripter > PublishedScript > View (for using scripts)
  • Responses > Library > View (for using canned responses)
  • ExternalContacts > All (for using External Contacts)

When agents go on queue to accept new interactions, the Interactions panel opens. When they are not on queue, agents can click Interactions to view the Interactions panel.

New and current interactions appear in the Active Interactions list. Agents can answer, decline, and view an interaction by selecting it from the list.

Agents can click the resizer to select among four different widths for the right side of the interactions panel.

While on queue, agents can select and use other parts of Genesys Cloud. For example, agents can select Directory from the menu to see all Genesys Cloud users in their organization. Or, they can click Favorites to see a list of their favorite users.

While on queue, agents can click Calls to make a call that is not related to a queue. However, they can still receive new voice interactions as long as they are on queue. When an agent accepts a voice interaction while on a non-queue call, Genesys Cloud places the non-queue call on hold. Taking the non-queue call off hold places the voice interaction on hold. 

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