Handling multimedia interactions in Ignite

Note:

To retain the integrity of Excel charts pasted in Ignite, first copy the Excel table to Word and then copy/paste it in Ignite.

Multimedia Contact Center supports skills-based routing. When an agent is available, they receive interactions based on the following criteria
  1. Highest queue priority (optional)
  2. Highest skill priority (optional)
  3. Longest idle

Agents can handle multiple interactions at a time. However, an employee's Workload determines the number and type of media interactions that can be pushed to an agent at any one time. For example, agents may not be permitted to receive voice and chat interactions concurrently. Or, agents may be permitted to receive a maximum of five emails and two chats at one time.

When traffic levels necessitate, supervisors with appropriate licensing can log into Ignite and alleviate congestion by handling interactions. Emails can be configured to overflow to a supervisor after a specified length of time in queue. If a supervisor primarily uses Contact Center Client, they can minimize Ignite and be notified when they receive an overflow email.

If you are not being pushed interactions, it may be that you have reached the maximum number of interactions your Workload permits you to handle. For more information on viewing your Workload status, see "The Status bar (DESKTOP)".

Note also that agents who have reached their Workload maximum for a media type can pick items out of queue and can receive transferred interactions of that type.

To provide context on how interactions reach queues and agents, this section explains
  • Overflowing and interflowing interactions
  • Routing models in Multimedia Contact Center
  • Receiving notifications of new interactions
  • Receiving information in screen pops
In addition, the following sections explain general interaction handling procedures, including
  • Reviewing interaction history
  • Tagging interactions with Account Codes
  • Sending interactions back to the queue

For information on procedures specific to handling different media types, see "Handling calls in Ignite", "Handling emails in Ignite", and "Handling chats in Ignite".

Transition from one interaction type to other can be done. For more information on Transition to other type, See "Transitioning from one conversation type to another (WEB)".

Parent topic: Ignite
↑