Ending an interaction in Agent Workspace

In Agent Workspace, how you end an interaction varies according to the type of interaction you want to end. If you're ending a call, this will also depend on whether you use a physical device (a mobile phone, for example) or your computer (using your computer speakers or headset, for example) to handle the call. In addition, sometimes it will be your contact who ends the interaction.

Ending a call

Using a physical device (hardphone)

If you are using a physical device to handle a call, to end the call, you can either click the end call icon  or hang up your device.

Using your computer (WebRTC)

If you are using your computer to handle a call, to end the call, you click the end call icon .

Ending a chat

Click End chat in the text input area.

When the interaction is ended, what happens depends on the type of interaction and who has ended it.

• If you or the contact ends a call, a message appears in the conversation window to indicate the call has ended and how long the call lasted.
  
  A wrap badge  appears in the call's interaction card in the conversation log.
  
• If you or the contact ends a chat, a message appears in the conversation window to indicate that the message ended.
  
  In addition, a wrap badge  appears in the chat's interaction card in the conversation log.
  
  
  • If the contact ends the chat, a toast appears. This toast informs the agent that the chat was ended by a webchat widget.
    
    If the chat is not in focus, its wrap badge flashes, and an Open... button appears in the toast. Click Open... to switch to the ended chat.

In all cases, the interaction goes into a wrap state and the Log call or Log chat area is in focus. You can log the interaction as required. For information about logging an interaction, see Logging an interaction in Agent Workspace.