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{{CloudStep_Stack
 
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|title=Open media interactions
 
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|text=Open media is an interaction type that you might be required to handle besides the other non-voice interactions such as email or chat. Open media is generally configured as a channel (Workitem) by your organization and it is available under '''My Channels''' tab.
 
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Like any other interaction, you can set your status to ready, accept and work on the open media interaction, transfer to an agent, mark done, and set disposition. You can view your open media activity details under [[GPALightning#light_activity|Activity History]].
 
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To set your open media status ready:
 
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<ol>
 
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<li>Navigate to '''My Channels''' tab.</li>
 
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<li>Select the open media channel, for example, workitem.</li>
 
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<li>Right-click on the open media channel and select '''Ready'''. Now you are ready to receive the open media activities. See [[Documentation:GC:Agent:Workitems|Workitems]] page for full functionalities of this feature.</li>
 
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</ol>
 
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{{NoteFormat|Workbin for open media is not supported in Lightning Experience mode. You can move an open media interaction in and out of a Workbin, however the functionalities that involve integration with Salesforce such as screen pop and activity history are not supported.|1}}
 
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|media1=open_media_with_activity_history.png
 
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[[Category:V:HTCC:8.5.2DRAFT]]
 
[[Category:V:HTCC:8.5.2DRAFT]]

Latest revision as of 09:35, April 20, 2018

Lightning Experience in Gplus Adapter for Saleforce - WWE option

The Lightning Experience functionality is the same as it is in Salesforce Console with the following exception(s), you should be aware of:

Activity history

1

Accessing the activity record can be done slightly differently in Lightning Experience. There is a Refresh Activity History icon that can be used instead of navigating off the page, or refreshing:

  1. Click Contacts from the menu bar.
  2. Select the contact name.
  3. Click the Refresh Activity History icon, in the Activity tab to review all Past Activity.
  4. Clicking on an activity will open the Task window for that item.
This page was last edited on April 20, 2018, at 09:35.
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