Picking Open Media contacts out of queue

Pick behavior occurs in the following ways: First, agents can pick interactions out of queue and send them to the Inbox. Once ringing in the Inbox, the interaction can be accepted. Second, agents can choose to pick and reply to an interaction in one motion. Choosing to pick and reply sends the interaction to the agent's Inbox and immediately opens the interaction in reply mode.

For more information on ringing behavior, see "Ringing states in Ignite".

Note:
  • Agents cannot pick or pick and reply to interactions from the queue if they are in Do Not Disturb.
  • Agents may only pick or pick and reply to interactions from the queue if they have the appropriate permissions.
The following procedures explain how to
  • Pick an open media interaction out of queue and handle the open media interaction
  • Pick and automatically reply to an open media interaction
To pick an open media interaction out of queue and handle the open media interaction
  1. Click Queues and select the appropriate queue.
  2. Select an interaction or hover over the item avatar and click Pick.

    The open media interaction is transferred to your Inbox.

  3. To handle the open media interaction, click Inbox and select the open media interaction or hover over the item avatar.
To pick and automatically reply to an open media interaction
  1. Click Queues and select the appropriate queue.
  2. Select an interaction or hover over the item avatar and click Pick and Reply.

    The interaction is transferred to your Inbox and opens in reply mode.

Parent topic: Handling Open Media Interactions
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