ContactPad with multiple interactions
- Helen Griffith
Some features require agents to work with multiple interactions at the same time. These features include priority call handling. For information about priority call handling, see Priority call handling in ContactPad.
If you have any features requiring agents to work with multiple interactions enabled for your account, an All tab will appear in the information panel in an agent's ContactPad.
A list of the agent's current interactions appears on the All tab.
Info tab
If you also have ContactPad with presence feature enabled for your account, you will see interaction and presence states in ContactPad. In the first example, the agent has no active interactions. The agent's presence state is Ready and their interaction state is Idle. Wrap time When the agent ends the interactions, each interaction's wrap time counts down alongside them. For more information about ContactPad with presence, see ContactPad with presence.ContactPad with multiple interactions and presence
In the second example, the agent is working with two interactions. The agent's presence state is Ready and their interaction state is Working. The second interaction in the list is a webchat and the first is a call. The interactions are in Busy Inbound and Busy Outbound states respectively. The time, in mm:ss, since the agent received each interaction appear alongside the interactions: 2:07 and 1:09 respectively.
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