When multi-interaction routing is enabled for your account, you will notice some changes in ContactPad. For information about these changes, see Multi-interaction routing.
What can I do with different types of interactions?
Depending on which type of interaction you are handling, you can perform different activities on the interaction. You can perform the following activities on the different types of interactions:
Live (such as a voice or video call)
- Release
- Hold and retrieve from hold
- Consult and transfer
For information about performing these actions, see Receiving an inbound call.
Semi-live (such as a Live Agent chat)
- Release
- Abandon (only if Release isn't working)
For information about releasing or abandoning a semi-live interaction, see How do I finish working with an interaction?
Non-live (such as an email or case)
- Release
- Transfer
- Abandon (only if Release isn't working)
For information about releasing or abandoning a non-live interaction, see How do I finish working with an interaction?
How do I open the record that relates to the interaction?
When NewVoiceMedia routes an interaction to you, NewVoiceMedia might pop a related record in your browser. Exactly what happens depends on the configuration of your account and the type of interaction:
- Live
For infomation about what happens when NewVoiceMedia routes a live interaction to you, see Salesforce record display and popping in NewVoiceMedia. - Semi-live
When NewVoiceMedia routes a semi-live interaction to you and if using Salesforce's Live Agent for semi-live interactions::- If auto-acceptance is enabled, NewVoiceMedia pops a Live Chat Transcript in Salesforce, and you are connected to the interaction.
- If auto-acceptance is not enabled, the interaction appears in your Salesforce Omni-Channel widget. You must click Accept before NewVoiceMedia pops a Live Chat Transcript in Salesforce, and you are connected to the interaction.
- Non-live
When NewVoiceMedia routes a non-live interaction to you, NewVoiceMedia pops the related case in Salesforce.
When you are handling multiple interactions, to swap between interactions and their related records, click individual interaction's links in the interaction list in the information panel. Salesforce opens the tab for the record related to your chosen interaction.
How do I finish working with an interaction?
When you have finished working with an interaction, click the interaction in the interaction list in the information panel and click Release. Wrap up appears alongside the interaction in the interaction list.
When you release an interaction, you must release all assigned interactions before NewVoiceMedia can route your next interaction or interactions to you even if you have available capacity. When you have released all your interactions, your state changes to Wrap (Auto) or Logging the call depending on the features enabled for your account. Proceed as necessary. When you are available for interactions, NewVoiceMedia will assign your next interaction or interactions to you.
If you can't release your interaction, you can abandon the interaction instead. Abandoning an interaction deletes the interaction from NewVoiceMedia. Only abandon interactions if necessary, not as a general way of finishing with an interaction. To abandon an interaction, select the interaction in the interaction list in the information panel and click the abandon (!) button. A message appears to check that you want to abandon the interaction. Click Yes to confirm.
