Declining Open Media contacts

Agents can decline offered open media interactions, sending the interaction back to the queue as the longest waiting.

Note:

When an agent declines an interaction, they are automatically put into Busy/Make Busy across all media capabilities. A System Make Busy and a requeue count is registered for the employee. For more information, see "Setting and removing Busy/Make Busy in Ignite".

To decline an open media interaction
  • Click Inbox and select an open media interaction or hover over the item avatar and click Decline.
Parent topic: Handling Open Media Interactions
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