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