Viewing parked interactions in Unite

In Unite, agents can park a case to work on later while they work on another interaction, or take a break, for example. If enabled for the account, a case is also automatically parked if an incoming call is assigned to the agent working on that case. For more information about parking cases, see Saving a case for later in Unite.

You can see all the parked interactions for the account in the Parked Interactions area of Vonage Contact Center.

To access Parked Interactions, log in to Vonage Contact Center and change the URL to https://***.newvoicemedia.com/CallCentre/useradmin/parkedinteraction, replacing *** with the correct subdomain for your region:

Parked Interactions

The Summary section contains a list of the agents who have parked interactions assigned to them. The corresponding number of parked interactions appears to the right of the agent's name.

Below the Summary section is a table with the following columns:

Agent (ID)—the name and ID of agents with parked interactions assigned to them.
From—who the case is from.
Call GUID—the Call GUID for the case.
Salesforce ID—the ID of the case in Salesforce. The Salesforce ID is a clickable link to the case in Salesforce.