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Interaction types

  • Live

    An interaction that requires an agent's full attention. Live interactions include phone or video calls.

  • Semi-live

    An interaction that is live with a customer but does not require an agent's full attention. Semi-live interactions include web chats, for example, Live Agent chats.

  • Non-live

    An interaction that does is not live and does not require an agent's full attention. Non-live interactions include emails, and Salesforce cases and leads.

NewVoiceMedia makes different routing decisions based on the interaction type. Agents can perform different tasks on an interaction based on its type.


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