Manage multiple interactions


Depending on organization settings, agents can receive and work with multiple interactions and types of interactions at the same time. For example, an agent could work with two chats at one time or receive a call while answering chats.

Note: For more information, see Agent utilization.

Each interaction appears separately in the Active Interactions list. To work with an interaction, select it from the Active Interactions list.

Use the Active Interactions list to track all your current interactions. Timers and status icons indicate the type of interaction, the status of an interaction–active or after-call work (ACW), and the duration of the interaction’s current status. 

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Note: Administrators can set queues so that agents do not receive certain types of interactions when handling other types of interactions. For example, an administrator can set a queue so that an agent handling a voice interaction does not receive new chat interactions. If you think that you are not receiving interactions, contact your supervisor. 

Important: To build the interaction history for a contact and organization, remember to always verify the profile that is associated with an interaction.