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Overview of Processing Interactions

Your contact center supervisor assigns you to one or more queues.

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. supports four types of queues:

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 that you use your Agent Console to process.

The Control Panel in the Agent Console features a separate interaction tab for each media type. The additional Status tab provides real time status on agents and queues.

Types of Agent Status

 


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