Navigating the Interactions Management Panel

If your capacity rules allow it, you can work with multiple conversations at once. If you're not sure what how many interactions you can handle for each channel, contact your administrator.

You can view your active interactions on the left side of the Skylight Desktop. To switch between conversations, click the tab with the interaction that you want to work with.

  Object Description
1 Phone Controls

Phone controls and voice interactions are always listed at the top of this panel regardless of which interaction you are currently working with. The following phone controls are available:

Handset: Click to end the phone call.
Mute/Unmute: Click to mute your side of the conversation. When the icon is white () you are muted.
Hold: Click to place the caller on hold. Media, such as music or a recorded message, is played to the caller while they are on hold. When the icon is white (), the caller is on hold.
Transfer or Add Participant: Click to open the transfer menu. From here, you can add a participant or transfer the call to a queue or a contact on a transfer list.
Dial Pad: Click to open the dial pad. You can use the dial pad to make IVR selections. When the dial pad is open, the icon is white ().
2 Channel Type Icon

The icon listed with the interaction identifies which channel it uses:

  • Dialogue bubble (): Indicates a messaging conversation such as SMS, chat, or Facebook.
  • Microphone (): Indicates a phone call
  • Envelope (): Indicates an email

Phone calls are always listed at the top of the panel. For other channel types, interactions are listed in the order that you accepted them.

3 Elapsed Time

The amount of time that has elapsed since:

  • The contact sent the initial message. Elapsed time for messages is specified in minutes (m) or hours (h)
  • The phone call began. Elapsed time for voice interactions is specified in hours, minutes, and seconds (hh:mm:ss)
4 Contact Identifier The contact's name, phone number, or email address.
5 Wrap Up A progress bar that shows the amount of time until wrap up ends. The time countdown shows how much time is left until wrap up ends.

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