The interaction inbox separates open work, work assigned to you, missed and abandoned calls, closed interactions, Email outbox, and messaging outbox. Search and paged results respect the signed-in user's permissions and current Agent, team, and queue scope. Table and stream views present the same scoped work in different layouts.
Agents can claim or transfer work when authorized, reply through the original connected channel, use approved canned responses, add notes and dispositions, request supervisor help, and schedule a follow-up callback. Callback jobs are stored on the Server, can be cancelled by an authorized user, and due work re-enters normal routing; a callback is not a carrier guarantee that the customer will answer.
Email and messaging outboxes expose delivery states. Confirmed provider acceptance is not proof of final receipt. Ambiguous sends are marked uncertain and require operator review before retry; restored unresolved messages do not automatically resend. This avoids silently treating a network timeout as either success or safe-to-repeat.
Where a configured managed PBX integration provides the necessary events, Server call tracking distinguishes a missed direct call, an abandoned queued call, and a voicemail call. PBX mapping and deployment qualification are prerequisites. Agent-observed SIP control events remain separate from authenticated PBX outcome reports; neither changes disposition without the required explicit workflow.