Manage multiple interactions

AI-generated summary

Genesys Cloud enables agents to manage multiple concurrent interactions across different channels based on organizational configuration. Agents can simultaneously handle multiple chats, receive calls while answering chats, or work with multiple email interactions. The Agent Workspace opens automatically when agents go on queue to accept new interactions, while the Interactions panel displays available interactions when off queue. Agents can accept incoming interactions by clicking Answer or refuse them by clicking Decline. The Conversations roster on the left displays new and current interactions as separate cards, with Genesys Cloud automatically grouping multiple interactions from the same external contact across different channels. Timers and status icons indicate interaction type, status (active or after-call work), and duration. When voice call capacity is configured for more than one interaction, agents receive pop-up notifications rather than audible alerts for subsequent calls. Agents should link contacts associated with interactions to build complete interaction history for contacts and organizations. Navigation between interactions occurs through the Interactions list selection, with the Agent Workspace and Interactions panel accessible via sidebar and menu bar options depending on queue status.

Depending on your organization settings, you can receive and work with multiple interactions and types of interactions at the same time. For example, you could work with two chats at one time or receive a call while answering chats. Or you could work with two email interactions and place a call on behalf of a queue.

Note: For more information, see .

When you go to accept new interactions, the Agent Workspace opens. When you are not on queue, to view the Interactions panel, from the sidebar, click Interactions. When you are not on queue, to view the Agent Workspace, from the Menu bar, click Agent Workspace.

To accept a new interaction, click Answer. To refuse an incoming interaction, click Decline. For more information, see Accept and complete interactions.

Note: If your admin sets the voice call capacity for agent utilization to more than one, you do not receive an audible notification when a second voice interaction arrives in your roster. Instead, you receive a pop-up notification when a second call arrives.

On the left side, in the Conversations roster, new and current interactions appear. Each interaction appears separately in the list. If an external contact has multiple interactions on different channels, Genesys Cloud groups that external contact’s interactions together. To work with an interaction, select its card from the Interactions list.

To track your current interactions, use the Conversations roster. Timers and status icons indicate the type of interaction, its status–active or , and the duration of the interaction’s status.

Important: To build the interaction history for a contact and organization, remember to always link the contact that is associated with an interaction.

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Manage multiple interactions

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