Barging into an interaction

Last Updated : Oct 31, 2022 |
Prolog information
Metadata
Keywords:
Use this procedure to barge into ongoing agent-customer interaction, to take over the interaction when the agents cannot manage the customer request.
Important:
When you barge in, the agent cannot send messages to the customer, transfer files in the coaching chatroom, or close the interaction.
Before you begin
Begin coaching the agent on the interaction to barge in. You cannot barge in without first coaching the agent.
  1. Click the Barge-in icon (Barge in) to take control of the interaction.
  2. Do one of the following:
    • If you addressed the customer request, click the Close icon (Close).
      The application closes the interaction card.
    • If you determine that another agent can handle the customer request, click the Transfer icon (Transfer).
      The application transfers the interaction card.
  3. On the After Contact Work card, provide the appropriate information.
  4. Click the icon to close the After Contact Work card.