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: 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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