Voice Call Interactions

Agent Desktop provides you with controls and features that let you handle voice interactions with contacts or internal targets (such as other agents).

• Inbound Voice Interaction — View the information that is necessary to handle a voice interaction with a contact or internal agent.
• Internal Voice Interaction — Start a voice interaction with an internal target.
• Outgoing calls — Start a phone call with someone outside your organization, like a contact.
• Voice Consult — Consult with another agent about the current interaction. Voice consultations are started from an active interaction, and enables your internal target to view case data, contact information, and history. The target agent can choose not to accept your consultation request. You can also transfer or conference your interaction to an Active Consultation.
• Voice Transfer — Transfer a voice interaction to an internal target (agent, queue, or skill) or another contact.
• Voice Conference — Conference a voice interaction with an internal target (agent, queue, or skill) or another contact.

Note: Agent Capacity Rules set by your administrator determine how many interactions you can receive and the number of channels (media types).