02/27/19 00:04 AM  

Omnichannel Session Handling - Sample Workflow | RingCentral Contact Center

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SummaryOn this article is a sample scenario of how an agent might use the Omnichannel Session Handling feature.
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Omnichannel Session Handling - Sample Workflow


1. While working on an email, an agent gets a chat and starts interacting with a contact. During the chat interaction, the contact asks if the agent can email them a confirmation number.

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2. The agent clicks the Email icon (indicated by an envelope) at the bottom of the chat interaction and begins an outgoing email with the contact.

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3. While the agent is writing the email, the contact requests a phone call.

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4. The agent clicks the Phone icon (indicated by a handset) at the bottom of the chat interaction and calls the contact. Now the agent is engaged with the contact via three different channels.

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5. When finished with the call, the agent dispositions the phone interaction and hangs up.

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6. The agent dispositions and ends the chat interaction as well.

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7. Even though the email interaction is the only interaction remaining, it remains an omnichannel session. The email does not require a disposition, so the agent finishes the email and sends it.

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This ends the omnichannel session for that contact. The agent resumes handling other contacts as needed.
 
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