Omnichannel Session Handling in MAX

MAX enables you to handle interactions with contacts via different channelsClosed A way for contacts and agents to interact, such as voice, email, chat, social media, and so on.. These channels include voice, chat, email, voicemail, work item, and SMS. Each channel opens a different MAX workspace with relevant functions available for the channel.

If your administrator has configured Omnichannel Session Handling (OSH), you may be able to handle contacts via multiple channels at the same time. You may also be able to handle a single contact session using multiple channels. You may have the first ability only or the ability to do both. The following image map shows how MAX works when you handle multiple contacts at once or handle one contact session in multiple channels.

The MAX interface during an OSH session
Field Description
Glance preview (1)

A list of all active contacts by channel. You can hover over the glance preview to switch to a different channel. There is an icon to represent each channel. The phone represents calls, the speech bubble represents chats, the envelope represents email, the list represents work items, the cell phone represents SMS, and the three circles represent a session with a single contact that consists of multiple channels.

The omnichannel session shown above contains a single contact that began as a chat and was elevated to a phone call. The call is displayed in the voice control bar on the top of the application. The chat window is still available when you click the omnichannel session channel icon.

Contact navigator (2) When you select a channel from the glance preview, a list of active contacts in that channel appears in the contact navigator so you can toggle between them. In the image above, the contact navigator displays 3 active chats.
+1 Contact (3)

If your administrator enabled it, assigns another contact to you. You cannot choose the type of contact you receive, such as email or chat. If you don't have this button, contacts are routed to you until you have the maximum number you're allowed to handle or the contact queue is empty.

If you're handling a call and no other contacts, you can request a new digital contactClosed The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 3 or more times. by clicking New in the bottom left corner and clicking Request New Contact.

Contact elevation (4)

When you click the phone icon, you elevateClosed In an Omnichannel Session Handling environment, the ability to switch a contact from one channel to another in the same session to better serve the contact's needs. For example, elevating a chat contact to a voice call. the interaction to a phone call. A text box lets you type the phone number to call and a drop-down field lets you choose the phone skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want to use to place the call. Click Call to complete the elevation.

When you click the email icon, you elevate the interaction to email. Standard email fields let you supply an email address, subject, and body for the email. You can optionally add attachments, format the body text, add CC or BCC contacts, or use quick replies to insert commonly used text.

When you click the SMS icon, you elevate the interaction to SMS. A text box lets you type the phone number to call and a drop-down field lets you choose the phone skill you want to use to place the call. After clicking Send, the page changes to an SMS interaction where you can type your message.

Elevate Contacts from One Channel to Another

When your administrator has configured the ability to elevateClosed In an Omnichannel Session Handling environment, the ability to switch a contact from one channel to another in the same session to better serve the contact's needs. For example, elevating a chat contact to a voice call. contacts from one channel to another, you can elevate the following interaction types: 

Current interaction Can elevate to
Chat Email Voice SMS
Email   Voice SMS
Voice Email   SMS
Work item Email Voice SMS
Voicemail Email Voice SMS
SMS Email Voice  
  1. At the bottom of the interaction window, click the email, phone, or SMS icon to indicate how you want to elevate the contact. Icons only appear for valid elevations according to the preceding table.
  2. If you chose to elevate to email, fill out the required To, Subject, and Body fields. You can optionally add attachments, format the body text, add CC or BCC contacts, or use quick replies to insert commonly used text. Click Send.
  3. If you chose to elevate to voice, enter the number you want to dial, select an outbound phone skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, and then click Call.
  4. If you chose to elevate to SMS, enter the number, select an SMS skill, and then click Send. The next page will allow you to type your message.

Disposition an Omnichannel Session

A session is not complete until all interactions that are part of the session are complete, including any post-contact work that is required for each interaction. If one or more of the interactions in an omnichannelClosed The ability to work on multiple interactions from different channels at the same time. session require a disposition, you must set the disposition in the sessions themselves.

  1. Open the disposition window.

    • For a voice interaction, click Add Dis in the voice bar.
    • For a chat or email interaction, click the disposition checkbox at the bottom of the interaction interface.
  2. Select a disposition.

  3. Click Save.