About the Active Contact List

When a contact is routed to your queue and you are available, a new contact card appears in your Active Contact List. The contact card contains information about the customer, such as the DN of the customer for a voice communication or the name of the customer for a chat or an email communication. It also has the Webex Contact Center queue that routed the contact to you and the time the customer has been awaiting a response. After you have accepted the contact card, the timer displays the time of your interaction with that customer.