ContactPad with multiple interactions

Some features require agents to work with multiple interactions at the same time. These features include priority call handling. For information about priority call handling, see Priority call handling.

If you have any features requiring agents to work with multiple interactions enabled for your account, an All tab will appear in the information panel in an agent's ContactPad.

In this page

A list of the agent's current interactions appears on the All tab.

Examples

In the first example, the agent has no active interactions. In the second example, the agent is working on a single interaction. In the third example, the agent is working with two interactions. The agent has parked the first interaction and is actively working with the second. The interactions are in Parked and Active states respectively.

No active interactionsContactPad with multiple interactions

Info tab

The content that appears in the Information panel when working with single interactions now appears on the Info tab within the panel. The content relates to the interaction that the agent is actively working with when the agent is handling multiple interactions. For information about the content that appears in the Information panel, see Overview of ContactPad.

ContactPad with multiple interactions and presence

If you also have ContactPad with presence feature enabled for your account, you will see interaction and presence states in ContactPad.

In the first example, the agent has no active interactions. The agent's presence state is Ready and their interaction state is Idle.
In the second example, the agent is working with two interactions. The agent's presence state is Ready and their interaction state is Working. The agent has parked the second interaction in the list and is actively working with the first. The interactions are in Parked and Busy Inbound states respectively. The time, in mm:ss, since the agent received each interaction appear alongside the interactions: 1:02 and 0:22 respectively.

No active interactionsContactPad with presence and multiple interactions

Wrap time

When the agent ends the interactions, each interaction's wrap time counts down alongside them.

For more information about ContactPad with presence, see ContactPad with presence.