Close an interaction
(Edify App)

This article explains how to close an interaction in Edify App as either resolved or unresolved.

Close an interaction (resolved)

1. From an active interaction, click the customer details tab.

2. Click the Close: Resolved button.

Note: Clicking this button will end the phone call If you haven’t already done so.

3. Disposition the interaction.

• This could include defining the Interaction Type and End Result as well as recording notes about the interaction. Dispositioning tasks will likely vary based on which queue you’re working in. For more information see Disposition an interaction (Edify App).

4. Click the Wrap-up button to complete the interaction.

Close an interaction (unresolved)

1. From an active interaction, click the customer details tab.

2. Click the Hang up button to end the phone call.

3. Choose Close: Unresolved from the modal that appears.

4. The interaction is sent back to the queue in Open status for another user to open and manage.