As an agent, you are ready to process new phone interactions when you change your status to Available. If you are assigned to a phone queue, you are offered the interactions waiting to be served in that queue. For an overview of an inbound call flow, refer to Inbound Phone Call Flow.
To accept an inbound phone interaction:
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.
Note: Your contact center administrator determines the event that triggers a screen pop. Based on the configuration, screen pop may occur before or after accepting or completing an interaction.
Note: If the screen pop fails to open, clean up your browser cache and cookies and log back in.
Note: In , idle time refers to the length of time agents have been idle and is measured for each agent by the agent's idle timer. By default, an agent is considered idle from the time he ends post processing of a system-delivered interaction and becomes available. When multiple agents with the same queue and skill level assignments are idle, the system routes the call to the agent who has been idle the longest. The agent’s idle timer is reset every time they end post processing of a system-delivered interaction. This reset persists until the same scenario is repeated. -initiated interactions do not reset the idle timer. A tenant-wide setting also allows resetting the idle timer when agents transition from one status to another.
Note: If your contact center administrator has set up codes to state the purpose of an interaction or record the outcome of an interaction, you have to select appropriate codes to indicate the call outcome. For more information, see Select Transaction Codes.
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