Overview: Claiming interactions in Queue (App)

This article explains the concept of claiming an interaction in Queue in App. 

In this article

Overview

When working in Queue, there are three types of actions a queue user can take on an interaction to monitor it. The three actions are: 

• Private view

• Public view

• Claim

Depending on your user settings for the Home list in Queue, you might have access to some, none, or all of these actions in the Actions column.

It’s common for trainers, queue managers, and QA team members to have some or all of these actions because this is how they’ll open and view interactions to monitor them.

This article focuses on the action of claiming an interaction.

Claiming interactions

Claiming interactions is when you can take ownership of an interaction to handle it yourself.

This means you’ll have full access to managing all aspects of the interaction, like engaging with the customer directly, transferring the interaction, and more. In short, you become the owner, or assigned queue user, for the interaction. 

Additionally, this means that the previously assigned user is moved to public view. This means they can no longer engage with the customer directly or handle the interaction in other ways, like transfer it, leave notes, and more.

Note: Only one person can be the assigned user on an interaction at any given time.

Claim view is helpful when you need to take control of the interaction to engage directly to the customer for a more hands on training experience. 

You can only claim active interactions, or interactions that are live and still in process. You can’t claim completed interactions because those interactions are already finished, closed for reporting purposes.

Claiming an interaction in Home list

To claim an interaction, select the Action column in Home list in Queue. 

For each of the interactions in this list, there’s a dropdown menu that includes symbols you can choose from based on your user settings.

Note: You may not have access to all of these actions.

The public view symbol is a crown icon.

Two ways to claim an interaction

Claiming interaction perspectives

When a queue user claims an interaction, they become the new owner of the interaction.

This means that the owner of the interaction is moved to a public viewer of the interaction, and if there are others viewing the interaction, they’ll notice that their “Viewing” box located above the call controls in the interaction changes to the new owner’s name and profile picture.

For the new owner of the interaction, this means that they will gain full control over handling the interaction, which could include managing the call controls, updating the dispositioning fields, messaging the customer if that communication channel is being used, and more.

Here’s how claiming looks from each member’s perspective of the interaction:

• New owner (previously the reviewer): The newly assigned user gains full ownership of the interaction and can engage with the customer.

• New viewer (previously the owner): The previously assigned queue user no longer has ownership of the interaction and can’t handle the interaction as an owner. Instead, this user is moved to public view and now only has access to the viewer controls.

• Other viewers: The other viewers of the interaction will see the name and profile picture of the queue user that claimed the interaction in their “Viewing” box that’s located above the interaction’s call controls. These users continue to have access to the viewer controls.

Read more

• Overview: Home list action column in Queue (App)

• Overview: Public viewing interactions in Queue (App)

• Overview: Private viewing interactions in Queue (App)