Touchpoint – pick up a call

You might hear a call ringing on the extension of an agent who is not at their desk and want to answer it. You can do this by picking up the call from the Agent Details Info Panel. Here’s how:

To access the Agent Details Info Panel

1. Click on an agent in the Agents Panel in the Statistics Window.
2. Select View Details.

3. Click on the Interaction in the Current Activity tab, we’ll display the Pick up “Interaction” button.
4. Click on the Pick up Interaction and we’ll deliver the interaction to you.

Note For a direct or Queue calls – you can only pick up a call in the offering state and callbacks can’t be picked up.