Start and stop receiving inbound interactions (Edify App)
This article explains how to start or stop receiving inbound interactions in Edify App.
Start receiving inbound interactions
To receive inbound interactions you must:
Have a logged in CX status
Have an Available user status
Log into a queue
Follow the steps below to learn how to start receiving inbound interactions.
1. Log into Edify App at app.edify.cx.
2. Click the Q to access the CX Status toggle.
3. Click the CX Status toggle to log into CX.
4. Click user status.
5. Select Available.
6. Navigate to the Q workspace.
7. Click the toggle next to the queue(s) you will be working in.
Stop receiving all inbound interactions
There are two ways to stop receiving all inbound interactions.
Log out of CX
Change your status from Available (green) to Busy (Orange) or Away (Red)
Check with your organization to see what method they want you to use when taking breaks.
Log out of CX
Logging out of CX prevents you from receiving inbound interactions even if your status is Available. Logging out of CX will log you out of all the queues you were logged into. The next time you log into CX, you will also have to log back into your queues.
Most users log out of CX at the end of the day.
Click the Q.
2. Click the CX Status toggle.
3. Select a logout reason to immediately log our or type a custom reason. Then, click Logout.
Select a logout reason
Type a custom reason, then click Logout.
Change your status from Available
Changing your status from Available to anything else prevents you from receiving any inbound interactions, but keeps you logged in to your queues. When you change your status back to Available you will resume receiving interactions in your queues.
This method is often used for breaks and lunch, because it lets you quickly resume accepting inbound interactions by changing your status back to Available.
Click user status.
2. Select a Busy (orange) or Away (red) status from the menu.
Note: You can still manage interactions while your status is Away or Busy, but you will have to manually take ownership of them.
Stop receiving interactions from a specific queue
You can log out of specific queues to limit the number of inbound interactions you receive. Users often do this to focus on specific queues during peak times.
1. Navigate to the Q workspace.
2. Click the toggle next to the queue you want to log out of.
