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Overview
In Zendesk and Salesforce, an icon of the activity of advisor will change while he is using the INO cx integration. This icon change if an advisor is online, in a call, handling an email, a messaging, or disconnected.
Advisors activities in Salesforce
Advisors can have different activity statuses depending on their connection and ongoing interactions:
- In interaction: The advisor is managing multiple interactions from different channels simultaneously.
- Offline: The advisor is not connected to INO cx. ⚠️ The advisor won’t receive any interactions.
- Connected: The advisor is logged in but not handling any interactions.
- On a call: The advisor is engaged in one or more voice interactions.
- Handling emails: The advisor is processing one or more email interactions.
- Handling messaging: The advisor is responding to one or more messaging interactions.
Advisors activities in Zendesk
Advisors can have different activity statuses depending on their connection and ongoing interactions:
- In interaction: The advisor is managing multiple interactions from different channels simultaneously.
- Offline: The advisor is not connected to INO cx. ⚠️ The advisor won’t receive any interactions.
- Connected: The advisor is logged in but not handling any interactions.
- On a call: The advisor is engaged in one or more voice interactions.
- Handling emails: The advisor is processing one or more email interactions.
- Handling messaging: The advisor is responding to one or more messaging interactions.
