The omnichannel work queue in the CX digital agent workspace
The omnichannel work queue gives on overview about active discussions, live sessions, messages and e-mails.
- Conversations lets you overview the ongoing chat sessions with customers. The CX digital agent workspace updates chat sessions in real-time. If you select a chat session from the Live sessions, it becomes your active work item.
- Emails lists email sessions.
The icon in the bottom right corner of the conversation box indicates the channel through which the customer initiated the conversation.
The first example shows a customer who initiated the conversation from Facebook Messenger. The second example shows a a customer who initiated the interaction from WhatsApp.