Interactions Panel

This panel is displayed immediately to the right of the Toolbar and shows any interactions that you are engaged in.

Location of Reveal Interactions Panel button

Note: the panel is initially hidden at high zoom levels (see Accessibility Features).

Panel Button

Description

Displays this Help page. Available in expanded panel only (see below).

Expands the panel to reveal labelled interaction buttons and details about each interaction as shown below:

Interactions panel showing a call in progress

Clicking an interaction button toggles the display of the interaction's handling panel in the workspace. In this expanded view, the thin vertical bar to the right of the interaction (highlighted) indicates that the handling panel for the interaction is displayed in the workspace.

Collapses the panel to show unlabelled interaction buttons only. Clicking a button toggles the display of the interaction's handling panel in the workspace.

When you minimise a panel, its highlight colour on this collapsed view of the panel changes to a slightly lighter tone to indicate that the panel is minimised.

Multiple occurrences of a button means that you are engaged in multiple interactions of that type, and each new interaction adopts a different colour as a visual aid. The illustration below shows that an agent is engaged in seven interactions across four types of channel (one voice, three SMS, two email, and one digital). Out of these, the handling panels for five of the active interactions are on display in the workspace as indicated by the coloured vertical bars to the right.

Interaction Symbols and Buttons

The following symbols and buttons are displayed on the panel when it is collapsed. Clicking a button toggles the display of the associated panel.

Symbol	Type	Description
	Symbol	Phone Interaction. Your phone is ringing or you are in an active call or in the wrap-up status at the end of a call. Expanding the panel shows toggle buttons for other interactions.
	Button	Conference. You are hosting a two- or three-way conference. The default or edited conference name is shown when the panel is expanded. Where multiple conferences are in progress, the conference in which you are an active participant is indicated by a blue background.
	Button	PADLOCK. You are permitted to take secure PCI-compliant payments during the call. Clicking this button displays the PADLOCK Panel.
	Button	SMS Interaction. An SMS message has been routed to you for actioning in an SMS Panel, or you are looking at the details of a historical SMS interaction in the SMS - History Panel.
	Button	Compose SMS. You are composing an SMS text message in an SMS - Compose Panel.
	Button	Email Interaction. An email has been routed to you for actioning in an Email Panel, or you are looking at the details of a historical email interaction in the Email - History panel.
	Button	Interaction Information. An information panel is open for an interaction. In an expanded Interactions panel, this button is replaced with a labelled information button under the interaction. See also, Call Information Panel and Email Information Panel.
	Button	Compose Email. You are composing an email in a New Email Panel.
	Button	Email Action. You are preparing to reply to an email or preparing to forward the email to another destination. In an expanded Interactions panel, this button is replaced with a labelled Email button under the Email interaction.
	Button	Dialler Interaction. You are being shown the Dialler Information Panel. This displays contact information during an outbound call in a storm OUTBOUND campaign. In an expanded Interactions panel, this button is replaced with a labelled Dialler Information button under the interaction.
	Button	Dial History. You are being shown the Dial History Panel. This displays dial history information during an outbound call in a storm OUTBOUND campaign. In an expanded Interactions panel, this button is replaced with a labelled Dialler Information button under the interaction.
	Button	Agent Script. An agent script panel is open during an incoming call from a queue, or a call in a storm OUTBOUND campaign. In an expanded Interactions panel, this button is replaced with a labelled Agent Script button under the interaction.
	Button	Linked Panel. You are being shown panel that is directly linked to an interaction (for example, a Wrap Panel during or at the end of an interaction).
Digital channels	Buttons	A social media message has been routed to you for actioning in a Digital Panel.