Handling Inbound Call, Email, or Chat Interactions

An inbound call, email, or chat is offered to you if:

• Your status is Available.
• You are a member of the queue to which the call is routed.

What happens when I am offered an Interaction?

If the application is open, the phone tab, email tab, or the chat tab blinks red indicating an inbound interaction. If the app is closed, the app icon in the header bar blinks red indicating an inbound interaction.

What is a typical call flow?

1. When a call is offered, the phone tab blinks red.
2. If the caller is an existing customer, the end user record pops allowing you to preview the record details.
   

3. Click Accept. The call is established.
4. After processing the call, click End call.

5. The post processing time initiates. This is your time to wrap up notes for the call.

   Note: Your Administrator sets the Post Processing timer.

6. Click End Post Processing or wait for the call to terminate.

What is the Screen Pop behavior for a phone call?

During an inbound call, the 8x8 Contact Center app tracks if the caller is an existing user by searching the Zendesk database. On finding a matching record, it presents the record for you to preview and prepare for the call. This process is referred to as Screen Pop.

Based on the call flow set up by your administrator, the screen pop presents:

• A matching end user record or
• A matching ticket case

In the absence of matching records, Zendesk creates a new record.

What is the auto log behavior?

On terminating a call, the 8x8 app generates an auto log and updates the ticket with the log details. The call log is automatically associated to:

• An existing open or pending ticket case
• A new ticket case(if the matching ticket caseis closed)

In the absence of a matching ticket, a stand-alone ticket is generated and updated with the auto log.

What is a typical chat flow?

1. When a chat is offered, the chat tab blinks red.
2. If the caller is an existing customer, the end user record pops allowing you to preview the record details.
   
3. Click Accept Chat. The chat is established.
4. After processing the chat, click End Chat.
5. The post processing time initiates. This is your time to wrap up notes for the chat.
6. The Post Processing timer is set by your Administrator.
7. Click End Post Processing or wait for the chat to terminate.

The screen pop and auto log behavior for chat is identical to phone media. The chat log includes chat transcript.

What is a typical email flow?

1. When an email is offered, the email tab blinks red.
2. If the sender is an existing customer, the end user record pops allowing you to preview the record details.
   
3. Open Queuestab.
4. Click Pull link to view the queued emails.
5. Click Accept Email. The email is offered to you.
6. After processing the email, click End email.
7. The post processing time initiates. This is your time to wrap up notes for the chat.
8. The Post Processing timer is set by your Administrator.
9. Click End Post Processing or wait for the email to terminate.

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