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Processing Phone Interactions

Most contact center agents are assigned to one or more phone queues. Phone queues prioritize and deliver phone interactions to agents whose status is Available, and who are assigned to an enabled queue.

The Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. phone controls enable you to:

To learn about opting in or out of queue assignments, refer to Viewing the Agent Assigned Queues.

 

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