Overview: Active interactions
This article provides an overview of active interactions in Edify App.
In this article
In the Edify App, the interaction workspace is one of the main workspaces within the queue. There are two types of interactions: active interactions and completed interactions.
Active interactions occur when you are engaging directly with a customer or working on a specific task.
There are several different types of active interactions, like active web chat interactions, active email interactions, and more. Active interactions can change over their duration.
For example, an active interaction can start as an active web chat interaction and then change to an active voice interaction by initiating a phone call during the chat conversation for obtaining an approval, verification, or other reason.
Active interactions are still being worked, so they’re gaining age, a part of the queue’s SLA metrics, and they’re still available for someone to “pick up” and continue managing. The interaction remains active until it’s officially closed. So, interactions are active from the moment they’re created in the queue until the time they’re officially ended and saved.
Inbound vs. outbound interactions
There are two ways to engage with a customer: inbound interactions and outbound interactions. Depending on your role, you can have access to either managing both inbound and outbound interactions, only inbound interactions, or only outbound interactions.
Inbound - When the customer reaches out to you through some type of communication channel, like a phone call, email, text message, web chat, etc.
Note: Make sure you are logged into the correct queue(s) and your status is set.
Outbound - When you reach out to the customer through a specific outbound communication channel, like through a phone call, email, or text message.
When it comes to inbound phone call interactions, your queue(s) can be configured to allow the customer to opt out of waiting on hold. Your queue can be configured to allow the customer to leave a voicemail or to request a callback. In these situations, the inbound interaction changes to either a callback interaction or a queue voicemail interaction. This depends on what option the customer picks.
Task interactions involve working on an individual assignment. This could include completing a task or completing training.
All interactions include a details tab on the left side of the interaction. This is where you can see the customer’s information and the call control buttons. On the right side of the interaction, a menu of workspaces is available to you for toggling between different applications. The interaction tab along the top is where you can see quick details.
Interaction Tab (A): This tab is where you view quick details about the interaction, like the customer’s name, the interaction’s communication type, the name of the queue where the interaction was sent, and the running timer for the duration of the interaction. For messaging interactions, you can return the interaction to the queue by closing the Interaction Tab.
Small Tabs Panel (B): Horizontal list of tabs that gives you access to viewing any one of the following applications within the Small Tabs Workspace:
Customer Details Tab: This tab is displayed as the game controller icon and gives you access to the call controls, customer information, dispositioning input fields, and the map (if enabled for the queue).
Customer Journey Tab: This tab is displayed as the tri-fold map icon and gives you the ability to view the customer’s historical engagement with your business. If data isn’t populated here, then your Edify admin needs to configure the Journey container of the queue in Console.
Feed Tab: This tab is displayed as three messaging bubbles and gives you access to sending and reviewing message interactions like chat and texting.
Salesforce Lookup Tab (SFDC): This tab is displayed as the Salesforce cloud icon. It gives you access to looking up and linking customer details and account information from Salesforce from Edify. See Run an SFDC lookup (Edify App).
Note: Each queue can have a different configuration of small tabs. However, every interaction will show the Customer Details tab.
Small Tabs Workspace (C): This area displays the information for the selected Small Tab.
Large Tabs Panel (D): This vertical list of tabs gives you access to the following applications:
Knowledge Tab: This tab is displayed as an open book and provides access to a library of content articles and email or messaging templates.
Feed Tab: This tab is displayed as three messaging bubbles icon and gives you the ability to send and review message interactions like chat and texting.
Email Tab: This tab is displayed as an envelope icon and gives you the ability to send and review email interactions.
Customer Journey Tab: This tab is displayed as a tri-fold map icon and gives you the ability to view the customer’s historical engagement with your business. Note that the queue must also have the Journey container configured to capture these details though the journey details displayed include all interactions managed through any of your business’ queues.
Fax Tab: This tab is displayed as a desk phone icon and gives you the ability to send a fax message to the desired recipient while engaged in an active interaction.
Script Tab: This tab is displayed as a scroll icon and gives you the ability to utilize dynamic scripts while engaging with the customer. These scripts are configured by your Edify admin in Console and are custom to the needs of your business.
Custom Tabs: These tabs give you access to external applications important to work executed in this queue. These are configured by your Edify admin and can vary in appearance and content depending on the needs of your business.
Note: Each queue can have a different configuration of Large tabs.
Large Tabs Workspace (E): This area displays the information and fields applicable to the selected Large Tab.