Interacting with customer interactions

Interactive Visual Queue is a Contact Center Client real-time monitor that works in conjunction with YourSite Explorer and Interactive Contact Center to enable supervisors to both monitor and control the content in contact center queues. With Interactive Visual Queue monitors open, supervisors can monitor the contents of queues and queue groups, easily move interactions between queues, assign interactions to agents, and proactively remove unwanted interactions from the queues.

Interactive Visual Queue is comprised of a Queued media grid and, for voice media, an Abandoned media grid and a Callback to be processed grid. The Interactive Visual Queue Queued media grid displays all types of media interactions that are currently queued. It does not display items that have already been offered to agents or are currently being handled by agents.

Using a drag-and-drop operation, supervisors can balance traffic by moving interactions from busy queues to less active queues and ensure optimum customer service by directing high priority interactions to experienced agents. Supervisors can pick interactions from the queue and handle them, and can tag email interactions as junk or no reply needed to remove them from the queue. Supervisors can also preview email interactions.

For information on using Interactive Visual Queue with voice media, see "Interactive Visual Queue".