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 Data that is displayed in your Interaction Preview depends on the items configured by your system administrator.

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.
• Decline — Return the interaction to another agent, routing point, or queue. The decline option might not be available on certain types of calls.