Starting a new Interaction involves creating a new instance of an Interaction listed in the Interactions tab. By default, all Interactions published to the home folder of your account are listed, in alphabetical order.

If you have created one or more folders in addition to the home folder, the folder names are displayed in the Interactions tab above the list of Interactions published to the home folder. For example:

Note: For more information about folders and their use, refer to Using Folders to Organize Interactions.

An Interaction instance can be started in one of the following ways:

  • Selecting from the list: An Interaction is selected from the list in the Interactions tab. To open an Interaction inside a folder, click the folder name and then select the relevant Interaction. Clicking the Home link at the beginning of the breadcrumbs trail re-opens the original view of the Interactions tab.


    Once an Interaction is selected, it is opened in the same tab, and the tab name is replaced with the name of the selected Interaction.
  • Using the Search tool: An Interaction is selected from the list of search results. The Interaction is opened in a new tab.
    For details about how to use the search tool, refer to Searching for Interactions.

 Managing Multiple Interactions

The Agent Application allows you to open several Interactions in parallel, so you can manage several processes with a customer, or handle conversations with two callers. Each additional Interaction that you start is launched in its own tab.

Note: The multiple Interaction feature is available only when application settings in the Admin Console are configured to support tabs. For details, refer to Agent Application Settings.

An additional Interaction instance can be started in one of the following ways:

  • Using the Add icon: Clicking the Add icon (at the right side of the tabs row) and selecting Interactions opens a new instance of the Interactions tab. 


    When an Interaction is selected from the Interactions tab, it opens in the same tab, and the tab name is replaced with the name of the selected Interaction.
  • Using the Search tool: An Interaction is selected from the list of search results. The Interaction is opened in a new tab.
    For details about how to use the search tool, refer to Searching for Interactions.

An unlimited number of Interactions can be open at the same time. The Add icon always appears to the right of the tab that was opened most recently.

 

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