Marking Open Media contacts as No Reply and Junk

Occasionally, open media interactions requiring no reply reach queues and agents’ Inboxes. Agents can mark these open media interactions either as requiring no reply or as junk.

Agents can also junk open media interactions directly from 'Failed', rather than attempting to reroute them.

Marking interactions as No Reply and Junk removes the interactions from Ignite. If the item is in queue or the Inbox, responses in progress are deleted.

Note:
  • Multimedia interactions in queue tagged as Junk or No Reply from Interactive Visual Queue and Ignite are not included in queue Handled, Completed, and Offered counts.
  • Agents may only Junk interactions if they have the appropriate permissions.
To mark an open media interaction as No Reply or Junk from the Inbox
  • Click Inbox and select an open media interaction, and click either No Reply or Junk.
To mark an open media interaction as No Reply or Junk from the queue
  1. Click Queues and select an open media queue.
  2. Select an open media interaction and click either No Reply or Junk.
Parent topic: Handling Open Media Interactions
↑