Emplifi Agent Interaction Concepts
The following are some basic concepts that will help you in your understanding of Emplifi Agent Interaction. The terms are listed in logical rather than alphabetical order.
Term | Definition |
|---|---|
Interaction | A generic term referring to any type of communication that you may have with a customer, such as a phone call, an email, a web chat, or a video call. |
Agent | A generic term for a user of the Emplifi Agent Interaction system. Your company may use a different term, such as Customer Service Representative or Operator. This documentation uses the term agent for simplicity and consistency. |
ACD | An acronym that stands for "Automatic Call Distribution." ACD refers to the ability of the Emplifi Agent Interaction system to automatically route inbound calls and other interactions to an appropriate agent. |
Queue | A term meaning a "holding area" for inbound interactions. One or more agents are assigned to handle the interactions that come into a queue. The system automatically routes each interaction to the next available agent in the order in which the interactions enter the queue. Each queue is assigned a unique name by your system administrator to help identify it and its purpose. |
Workgroup | A term for an internal grouping of Emplifi Agent Interaction users. All the agents who are assigned to work on a particular queue are said to be part of the same workgroup. The workgroup has the same name as the queue. An agent can be assigned to multiple queues and workgroups. |
Directory | A listing of people's names and phone numbers, and other information. It is analogous to a telephone directory. |
Softphone | A computer application that allows you to control your telephone. The softphone in Emplifi Agent Interaction allows you to dial calls, pick up and disconnect calls, mute and hold calls, and more, all without using your telephone handset. |