All interactions flowing into the are channeled through queues. The queues in turn direct them to agents based on the skill level and availability. An agent has to be a member of a queue to receive any interaction from the queue.
Your contact center supervisor assigns you to one or more queues supported by Virtual Contact Center:
Each type of queue corresponds to a type of interaction. Interactions are the customer requests for information or assistance. You can use your Agent Console to process the interactions. The Control Panel in Agent Console features a separate interaction tab for each media type. The Status tab provides real-time status on agents and queues.
Note: The Reject interaction button is disabled if your contact center administrator has not granted the permission. This prevents agents from rejecting the interactions they are offered.
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