This article covers how to handle multiple, simultaneous interactions. While interaction-switching is not a default setting/feature, it can be enabled (or disabled) on a Q by Q basis [internal Confluence reference, not migrated in this run].
Identifying queues with interaction-switching enabled
From the Sharpen Q Dashboard, click on the Manage Qs button in the upper-right corner of the screen. You'll see a list of available Qs.
You can tell which ones have interaction-switching enabled, as a double-arrow appears directly to the right of the Q's name.
In the screenshot below, the Billing queue is not set up for multiple interactions, unlike the other three queues in the list.
Switching between active interactions
When you are in an interaction, the Interactions Column will display basic information about your current interaction—such as total handle time and the corresponding queue. You’ll also notice a purple dotted line. Interactions above this line are assigned to you. In this case, the call with Lydia Billingsly.
When a new interaction enters the queue that you wish to answer, click the green Answer button next to it.
This will place your current interaction on hold, and the interaction window will update to the new interaction. Note that accepting the new interaction also assigns it to you in the queue. Now, both interactions will display above the purple dotted line. As needed, you can switch between interactions (or accept new ones) using this method.
In the screenshot below, you can see that both Don's and Eric's interactions show above the purple line. While Lydia is on hold (note the yellow hold icon), Eric's is now the active interaction. When a messaging interaction is on hold, the customer will not know they are on hold. You won't miss any messages while one interaction is on hold—notifications will indicate any new messages and show you a message preview so that you can know whether to immediately switch back or not.
Simultaneous Interactions: Keeping a Voice Call Active while Switching between Digital Interactions
If the preference is to simultaneously handle Voice and Digital (Chat / Email / SMS), Administrators can set the User Group setting “Simultaneous Channels” to Enabled for for those users. On a per-User configuration, this is listed as “Simultaneous”, presented as a Toggle.
User Group / User setting:
This is one article in a series covering Sharpen Q.
Click on any of the links below to access specific Sharpen Q topics/articles:
Handling Multiple Interactions (Interaction-Switching) in Sharpen Q [internal Confluence reference, not a working link]
[unsupported Confluence macro not migrated: details]