Working with Multiple Interactions at the Same Time
An Agent can work with as many simultaneous interactions as their manager allows them to.
Typically, an Agent will be allowed to take just one phone call at a time, but can also handle one or more SMS, Email or Web Chat interactions.
The image above shows that this Agent is allowed to handle up to one of each media type at any one time.
The image below shows that my Inbox is a bit busy right now. I'm working on three different interactions.
The image below shows my Dashboard view, also showing that I'm engaged in three ACD interactions (SMS / Web Chat / Email ).