Handling open media interactions
Open media interactions are automatically sent to your Inbox if you are the longest idle agent or the agent with the highest skill level in your agent group, if your agent group uses skill levels. Agents can also pick open media interactions out of queue.
When an open media item is routed to the desktop and accepted
by an agent, depending on the settings for the variables used for
the API request (TargetUri and TargetUriEmbedded), one of the following
occurs:
- A URL launches as an external tab
- An HTTP interface is embedded into Ignite
The following explains how to
- Preview open media interactions
- Pick open media interactions out of queue
- Reply to open media interactions
- Transfer open media interactions
- Decline open media interactions
- Mark open media interactions as No Reply and Junk
- Place open media interactions on hold and retrieve open media interactions from hold
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