Interaction Preview

Interaction Preview displays an interactive notification that enables you to preview a new inbound interaction. The preview includes attached data that enables you to decide whether to accept or decline the interaction.

• The Case Information that is displayed in your Interaction Preview depends on the items configured by your system administrator.

If a new interaction arrives at your workstation, you are notified by the Interaction Preview interactive notification, unless you are configured for auto-answer. The preview includes attached data that enables you to decide whether to accept or reject the interaction.

Accepting an Interaction

When a new inbound interaction is routed to your workstation an interactive Interaction Preview appears in the bottom right corner of your display.

• Accept — Open the interaction in an interaction view.
• Reject — Return the interaction to another agent, routing point, or queue. The Reject option might not be available on certain types of calls.