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Overview of Processing Interactions

All interactions flowing into the Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. 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 Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. 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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