Open a task
In idle agent state, inbound tasks are routed to your Task list from automatic queues.
Even without tasks, a single item appears there with the text INCOMING INTERACTION to highlight the place where your first task will be.
You can also add items there from manual queues, even during break.
Depending on your administrator's settings, there can be one or more email, chat or social messaging interactions in your task list. However, you can only have a single voice call.
Select a task in your Task list to open it.
Handle the conversation and task.
Close them.
Next steps
- Read about task states and agent states
- Request breaks and leave breaks
- Learn using the Agent Performance Dashboard
- Close a task
- Log out