Interactions and channels

Customer Service tracks not just what a case is about, but how it arrived and how it’s currently moving. Two case fields carry that, and two rail destinations manage the flow of work across channels.

Channel

Every case carries a Channel — Web, Phone, Email, Chat, Social, or Self-service — recording how the customer got in touch. Channel is also a column on the case list, so a queue can be scanned by channel at a glance, and it’s one of the filters used on the Channels and queues work table.

Action status

Separate from the case’s State, a case carries an Action status: Proceeding, Awaiting info, Blocked internally, or Blocked externally. State tells you where the case sits in its lifecycle; Action status tells you whether it’s actually moving right now. A case can be Open and still be Blocked externally — waiting on the customer or a vendor — which is exactly the situation Action status is there to surface. It’s a column on the case list and the field a manager scans first when triaging a queue.

Inbox

Inbox is where your own routed work shows up. It carries a presence selector — Available, Busy, Away, or Offline — and lists the work items assigned to you as they arrive. With nothing assigned, it shows an empty state rather than a stale queue.

Channels and queues

Channels and queues is the Advanced Work Assignment view of everything still waiting to be picked up, across every channel and queue at once. It shows each queued item’s document, current assignee (or unassigned), channel, queue, state (Queued, Accepted, or Working), and assignment group, filterable by group. Allocate pulls the next queued item to you directly, the same “pull next” action available from a live queue. This is where a supervisor gets a cross-channel view of backlog — how much is queued in Chat versus Voice versus Email — rather than working one channel’s queue in isolation.

Dispatcher Launchpad

For field-facing work, the Dispatcher Launchpad (see the launchpad overview) is the scheduling counterpart to Channels and queues: instead of allocating queued interactions to agents, it schedules field resources — agents, crews, or contractors — against work across a rolling window, filterable by assignment group and searchable by task or resource.