Voice interactions for agents overview
The following permissions:
- Conversation > Call > Add
- Routing > Agent > OnQueue
- Routing > Queue > Join
- Routing > Queue > Search
- Routing > Queue > View
Voice interactions are calls that appear in the Interactions panel and are related to queues. Unlike other calls made from Genesys Cloud, the agent receives credit for these calls because the call statistics are associated with a queue.
Voice interactions could be:
- part of an outbound campaign, such as a fundraiser or sale.
- outbound calls placed by the agent on behalf of a queue to contact a specific person and still receive metrics.
- inbound calls placed by customers, such as a help hotline.
Genesys Cloud uses automatic call distribution (ACD) to route inbound voice interactions and outbound campaign voice interactions to agents in queues. Genesys Cloud routes calls to agents based on a queue’s evaluation and routing methods. For example, Genesys Cloud could route a call to an agent because that agent speaks the same language as the customer, has a particular skill, or is the next available agent.
Agent utilization also affects when Genesys Cloud assigns an agent a call. Agent utilization determines which interactions an agent can have at the same time. It also determines how many of each type of interaction an agent can interact with at one time. For example, an agent can receive a voice interaction while handling other types of interactions. For more information about handling multiple interactions at the same time, see Manage multiple interactions.