Gestionar múltiples interacciones

Depending on your organization settings, you can receive and work with multiple interactions and types of interactions at the same time. For example, you could work with two chats at one time or receive a call while answering chats. Or you could work with two email interactions and place a call on behalf of a queue.

When you go en cola to accept new interactions, the Interactions panel opens. When you are not on queue, to view the Interactions panel, from the sidebar, click Interactions.

To accept a new interaction, click Answer. To refuse an incoming interaction, click Decline. For more information, see Accept and complete interactions.

En el lado izquierdo, la lista de Interacciones, o lista, es donde aparecen las interacciones nuevas y actuales. Cada interacción aparece por separado en la lista. Si un contacto externo tiene múltiples interacciones en diferentes canales, Genesys Cloud agrupa las interacciones de ese contacto externo. Para trabajar con una interacción, selecciónela de la lista Interacciones.

To track your current interactions, use the Interactions list. Timers and status icons indicate the type of interaction, its status–active or trabajo posterior a la llamada (ACW), and the duration of the interaction’s status.