Starting Interactions in the Agent App
The Agent starts a new Interaction by creating a new instance of any Interaction listed in the Interactions tab. By default, all Interactions published to the home folder of your account are listed, in alphabetical order.
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When one or more folders exist in addition to the home folder, the folder names are displayed in the Interactions tab above the list of Interactions published to the home folder. For example:
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Note
For more information about Folders and their use, click here.
Interaction instances can be found either by:
Selecting from the listed Interactions: An Interaction is selected from the list in the Interactions tab. To open an Interaction inside a folder, click the folder name and then select the relevant Interaction. Clicking the Home link at the beginning of the breadcrumbs trail re-opens the original view of the Interactions tab.
Once an Interaction is selected, it is opened in the same tab, and the tab name is replaced with the name of the selected Interaction.
Using the Search tool: An Interaction is selected from the list of search results. The Interaction is opened in a new tab.
For details about how to use the search tool, click here.
Managing Multiple Agent Interactions
The Agent Application allows several Interactions to be open in parallel, so an Agent can manage several processes with a customer, or handle conversations with two callers. Each additional Interaction that you start is launched in its own tab.
Note
The multiple Interaction feature is available only when application settings in the X-Console are configured to support tabs. For details, click here.
An additional Interaction instance can be started by:
Using the Add icon: Clicking the Add icon (at the right side of the tabs row) and selecting Interactions opens a new instance of the Interactions tab.
When an Interaction is selected from the Interactions tab, it opens in the same tab, and the tab name is replaced with the name of the selected Interaction.
Using the Search tool: An Interaction is selected from the list of search results. The Interaction is opened in a new tab.
For details about how to use the search tool, click here.
Any number of Interactions can be open simultaneously. The Add icon always appears to the right of the most recently opened tab.
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