Viewing and organizing Interactions in Ignite (WEB)

Agents can view, organize, and search for current interactions in Inbox and Queues. Agents can view and search for historical interactions in History.

In Inbox, agents can view interactions they are handling or are currently ringing them. For Queues, agents can view interactions sent to the queues for which the agents answer.

Employees licensed as Advanced supervisors or System Administrators may search all interactions in the History tab of Ignite. This search capability does not require the supervisor be licensed to handle multimedia.

For more information on Inbox, History, and Queues, see "Inbox (WEB)", "History (WEB)", and "Queues (WEB)".