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In the CIC client, an interaction is a communication between two parties. An example would be a telephone call or an intercom chat. Each interaction is represented by a queue item in a station or user queue, or in My Interactions.

Note: Only ACD-routed email messages appear in My Interactions or other queue. Personal email messages appear in your email program Inbox, not in My Interactions or other queue. Voicemail and faxes appear as email message attachments.