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Overview of Processing Interactions
Your contact center supervisor assigns you to one or more queues.
The supports four types of queues:
Each type of queue corresponds to a type of 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
- Busy—When you accept a new interaction, the Agent Console sets your status to Busy (or an interaction-specific variation of busy such as Email in Progress). When your status is busy, the Agent Console does not offer you new interactions.
Note: The Configuration Manager administrator can allow agents to handle up to six chats with customers or an unlimited number of chats with other agents of the same tenant and at the same time.
- Post Processing—After you end an interaction, the Agent Console sets your status to Post Processing and starts a post-processing countdown timer. The post processing interval provides you with the time required to perform any post-interaction tasks, such as updating a customer or case record.
- Available—After the post-processing countdown timer reaches zero, the Agent Console resets your status to Available. When your status is Available, the Agent Console offers you new interactions.
- Work Offline—If the post processing countdown timer reaches zero, and you need additional time to perform post-interactions tasks, click Work Offline and block any new interactions. If you reject an interaction offered to you, your status automatically resets to Working Offline. If you do not accept an incoming interaction within a specified time, you are automatically placed On Break.
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