Right-clicking a conversation in the Conversations module opens the menu for this conversation. Which entries it contains depends on the conversation’s state.
| Conversation state | Entries |
|---|---|
| Waiting: Waiting, Virtual callback, Virtual dial in, Wait for review, Wait for corrections, Sending answer pending | Assign to an agent, a queue or a language; move within the queue |
| Skill closed: Calendar closed, Holiday closed, Manual closed, No agent logged in | Assign to an agent or a queue |
| Parked | Assign to an agent |
| Connected, On hold | Listen in and monitor — see Listening in |
You can also terminate any conversation that is not your own.
Assigning
| Entry | Effect |
|---|---|
| Dispatch to agent | Delivers the conversation to an agent that you choose in the submenu. You can choose from logged-in agents who are qualified for the skill and language. |
| Dispatch to unqualified destination | The same, but to agents who lack the skill or the language. |
| Dispatch to queue | Puts the conversation into the queue of another skill. |
| Dispatch to language | Changes the language of the conversation so that it goes to agents with this language. |
Grayed out are agents who are currently on the phone, skills that are closed according to the calendar or because of a holiday or for which no other agent is logged in, and languages for which nobody is logged in.
Moving within the queue
Move conversation moves an inbound call, an email or a fax to a different place in the queue: to position …. If no more than ten conversations are waiting in the skill, you can choose any position; otherwise the first, one position further forward, one further back or the last.
Changing the recipients of an email
If a reply could not be sent — the email is set to Sending answer pending — enter new recipients under Change Email addresses; myContactCenter then sends the reply to them. The same works for emails that an agent started themselves. Supervisors can also pick an email that is set to Sending answer pending by double-clicking it.
Terminating
Terminate ends the conversation throughout the system, for example a stuck conversation that no agent is handling any more. You cannot end your own conversations this way.