Voice interactions for agents overview


Prerequisites

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 PureCloud, 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. 

PureCloud uses automatic call distribution (ACD) to route inbound voice interactions and outbound campaign voice interactions to agents in queues. PureCloud routes calls to agents based on a queue’s evaluation and routing methods. For example, PureCloud 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 PureCloud 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.

Note: During calls, agents can find and send canned responses and use a script to guide them through interactions. Scripts prompt the agent to ask questions or allow them to update contact information. To request help from a supervisor during a chat interaction, agents can use Agent assistance.