Tutorial: Working with Interactions in
When a new interaction is offered to you, a toaster notification appears. You can tell the type of interaction by the icon displayed on the toaster notification:
-
Voice -
Email -
Message
The toaster notification indicates how long you have to answer the call. This time limit is configured in CxEngage, and by default is 30 seconds.
Hover your mouse over the toaster notification to view the contact's initial message and their contact information, such as name, phone number, or email.
| To reject the work, wait for the countdown to reach 0. The work is then offered to the next available agent. If you reject the work, you are automatically put in Not Ready mode and you need to change your state to Ready to continue talking call. See Changing your State in Skylight . |
To accept and work with the interaction:
- To accept an interaction, click anywhere in the toaster notification.
- Use the displayed controls to manage the interaction:
- For voice interactions, see Working with Voice Calls in Skylight.
- For message interactions, see Working with Facebook, SMS and Chat Messages in Skylight.
- For email interactions, see Working with Email Interactions in Skylight.
The following work aids may be shown to assist you with handling the interaction:
- For voice interactions only, if needed, you can transfer the call or conference another agent:
- To transfer an interaction, see Transferring Interactions in Skylight.
- To initiate a conference, see Adding and Managing Participants in Skylight.
- If Wrap Up is enabled:
- Complete any post-call work such as Select a disposition.
- Click End Wrap Up if you're done before the maximum wrap up time elapses.
