The context-sensitive help for the Emplifi Agent training environment now goes to our new (Training) documentation site.

After v12.2 GA, the context-sensitive help for the Emplifi Agent production environment will go to our new (Production) documentation site.

Because of the above, this site is no longer updated and will be deprecated after the release of v12.2 GA.

Emplifi Agent Interaction Overview

Emplifi Agent Interaction provides a single unified interface which allows users to receive and handle various types of customer interactions, including:

phone calls
video calls
emails
web chats
SMS chats (known as "texting")
faxes

This ability to integrate these communication channels provides a company more control over the response time to consumer issues, and it improves the level of service offered to consumers.

Phone calls, emails, and web chats are referred to generically as "interactions." All types of interactions can be automatically routed to an appropriate agent based on the origin, content, agent skill sets, and agent availability. When an agent picks up an interaction, a case is automatically opened and any available information from the interaction is populated on the new case.

Administrators can set up a skill-level based interaction routing, providing the appropriate level of service to each consumer by matching user skills with consumer needs. Administrators can also easily monitor and manage queues for all incoming interactions.