Previewing open media contacts

If administrative configurations permit, agents can preview interactions before picking them out of queue or handling them. The information available when previewing items in the queue depends on the Preview Url settings used for the API request.

The following explains how to
  • Preview open media interactions in queue
  • Preview open media interactions in the Inbox
To preview an open media interaction in queue
  1. Click Queues and select a queue.
  2. Select an open media interaction to preview.
To preview an open media interaction in the Inbox
  • Click Inbox and select an open media interaction to preview.
Parent topic: Handling open media interactions
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