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Interaction Desktop Help
Assistance Button
Requirements: The "Assistance" Interaction Command Right determines whether the Assistance button can appear on a toolbar. It also controls whether the Request Assistance command appears on a shortcut menu or is available via a keyboard shortcut. The Request Assistance from Supervisors Security right enables you to request assistance from your supervisor.
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Location |
E-mail Window for Incoming Messages |
Keyboard shortcut |
Ctrl+N Tip: Keyboard shortcuts work only if you select an interaction in My Interactions or other queue to ensure that it has focus before you press the keys. |
Description |
Sometimes you encounter an interaction for which you need assistance. For example, a caller asks a question that you cannot answer. Or you are in the middle of a web chat when you need help from your supervisor. If you need help with an interaction, click the Assistance button to request assistance from your supervisor. |
Note: The Assistance button is enabled only for ACD-routed interactions. If the interaction is not in a state in which this action can be performed, the Assistance button appears dimmed. Although you cannot request assistance on an intercom chat, you could transfer the chat session to a supervisor or conference the chat session with a chat session with a supervisor.
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