Overview: Interaction viewer controls (Edify App)

Edify App > Queue > Interactions > Overview: Interaction viewer controls (Edify App)

This article provides an overview of the interaction viewer controls available to a user viewing an interaction in Edify App.

In this article

Overview

The interaction viewer controls allow a user to watch, take actions on, and take over an interaction assigned to another user. The interaction viewer controls vary based on the type of interaction.

The interaction viewer controls at the top of the details tab allow you to listen to the call, speak on the call alongside others, or take ownership of the call.

Voice interaction viewer controls

First, the viewer must join the call by clicking the speaker icon. Then, the viewer has access to the following three options.

  • End listen (A): The End listen button allows you to stop listening to the phone call.

  • Mute (B): The Mute button allows you to mute or unmute yourself which allows you to speak to the customer and anyone else that’s listening or talking on the phone call.

  • Claim (C): The Claim button allows you to take control of the interaction. You’ll be assigned as the new owner, and the previous owner will be moved to a public viewer.

Voice interaction perspectives

Queue user’s perspective of a public viewer.

The viewer’s profile picture appears above the interaction controls.

Queue user’s perspective of a private viewer.

There is no indication that anyone is viewing the interaction.

Messaging and email interaction viewer controls

Claim is the only interaction viewer control available for messaging and email interactions. However, the private message text box is available so you can communicate with the queue user assigned to the interaction. See Send a private message in an interaction (Edify App).

Messaging and email perspectives

Queue user’s perspective of a Public viewer

The viewer’s profile picture appears above the interaction controls.

Queue user’s perspective of a Private viewer

There is no indication that anyone is viewing the interaction.

Reviewer controls for vieweing interactions

Read more