Media Digital Interactions (NICE inContact)

Media Digital Interactions (NICE inContact)


 

Integration Specific 

The information in this article pertains to NICE inContact & Harmony Integrations only.

 



Chat Interaction

Chat Interaction arrives at the Media Bar

Complete Chat Interaction



  • When the new incoming chat arrives at the Media Bar, click the green button to Accept the Chat Interaction.
  • The agent may click the red button to Reject the chat. 
  • Rejected chats will be re-routed to another available agent.
  • After accepting the chat, the Chat conversation panel and incident workspaces are opened in the Oracle Service Cloud console. 
  • Engage in chat conversation with the customer.
  • Once the chat is terminated from the Oracle, a green checkmark button will be displayed in the Chat Interaction panel. Click the button to complete the Chat Interaction.


Email Interaction

Email Interaction arrives at the Media Bar

Completed Email Interaction
  • When the new incoming email arrives at the Media Bar, click the green button to Accept the Email Interaction.
  • Email Incident will be opened in the Oracle Service Cloud console.
  • A green checkmark button will be displayed in the Email Interaction panel.
  • The agent may click the red button to Reject the Email Interaction. 
  • Rejected emails will be re-routed to another available agent.
  • Once the agent finishes the work with the email incident, click the green checkmark button to complete the Email Interaction.


Concurrent Interactions

To work with multiple (concurrent) interactions "CONTACT AUTO-FOCUS" should be enabled under Teams-> Contact Settings:



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