Overview: Outbound interactions in Queue
(App)

This article provides an overview of outbound interactions that are created from a queue in App.

In this article

Overview

The create outbound interactions workspace is where you create interactions from any of your assigned queues to either contact a customer or assign yourself a task.

You can create the following types of interactions:

• Phone calls

• Text messages

• Emails

• Tasks

Note: Not all users have access to all interaction types.

Visual breakdown

• Outbound queue menu (A): The outbound queue menu is where you select which queue hosts the interaction. This menu includes all of the queues that you’re logged into, organized alphabetically. The menu defaults to the queue at the top of the list. Otherwise, your administrator can configure a specific queue as your default outbound queue under your queue settings in Console.

• Create Interaction field (B): The Create Interaction field is where you enter the contact information that is used when creating the interaction.This is where you enter the customer’s phone number for a voice interaction or the email address for an email interaction. Complete this field based on the type of interaction that you’re creating.

• Create interaction button (C): This button creates the outbound interaction within the queue selected from the outbound queue menu, and with the information entered into the Create Interaction field.

• Interaction type menu (D): The interaction type menu is where you define the type of interaction that’s created when you click the create interaction button. This menu includes the following communication types: 

  • • Phone: The phone option creates an outbound voice interaction, so you can call someone from a queue.

    • Text Message: The text message option creates an outbound SMS interaction for sending text messages from a queue.

    • Email: The email option creates an outbound email interaction for emailing someone from a queue. 

    • Task: The task option creates a task interaction for assigning yourself a task to complete from a queue. A task interaction can be a personal reminder to complete a specific task prior to logging out of the queue. For example, you can create a task to remind you to complete a piece of training by the end of the day, or to send an email prior to logging out for the day. An open task interaction does not prevent you from accepting or managing other interactions throughout the day.

Read more

• Overview: Queue Workspace (App)