From Bright Pattern Documentation
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| − | = Welcome to Agent Desktop = | + | = Welcome to Agent Desktop = |
The Bright Pattern ''Agent Guide'' provides instructions for using Bright Pattern Contact Center Agent Desktop, a cloud-based software application that enables you to perform various telecommunication and customer service tasks in Bright Pattern-based private branch exchange (PBX) phone system and contact center environments. | The Bright Pattern ''Agent Guide'' provides instructions for using Bright Pattern Contact Center Agent Desktop, a cloud-based software application that enables you to perform various telecommunication and customer service tasks in Bright Pattern-based private branch exchange (PBX) phone system and contact center environments. | ||
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Learn how to use Agent Desktop by exploring the following sections of the ''Agent Guide:'' | Learn how to use Agent Desktop by exploring the following sections of the ''Agent Guide:'' | ||
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* [[Agent-guide/Setup/GettingStarted | Setup]] | * [[Agent-guide/Setup/GettingStarted | Setup]] | ||
| − | + | * [[Agent-guide/Work/WorkingInAgentDesktop | Working in Agent Desktop]] | |
| − | * [[Agent-guide/Work/ | ||
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* [[Agent-guide/Tutorials/Overview | Tutorials]] | * [[Agent-guide/Tutorials/Overview | Tutorials]] | ||
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* [[Agent-guide/Help/Overview | Troubleshooting]] | * [[Agent-guide/Help/Overview | Troubleshooting]] | ||
| − | == Audience == | + | == Audience == |
The ''Agent Guide'' is meant to be used as a reference manual, tutorial, and operational handbook by: | The ''Agent Guide'' is meant to be used as a reference manual, tutorial, and operational handbook by: | ||
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* Contact center agents who will use Agent Desktop to provide customer service over the phone and other supported media channels | * Contact center agents who will use Agent Desktop to provide customer service over the phone and other supported media channels | ||
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* Contact center supervisors<ref>Agent Desktop features a separate set of functions for supervisors and campaign operators. These functions are discussed in the Bright Pattern [[Supervisor-guide/Purpose | Supervisor Guide]].</ref> who will use Agent Desktop to manage and monitor their teams | * Contact center supervisors<ref>Agent Desktop features a separate set of functions for supervisors and campaign operators. These functions are discussed in the Bright Pattern [[Supervisor-guide/Purpose | Supervisor Guide]].</ref> who will use Agent Desktop to manage and monitor their teams | ||
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* Campaign operators who are assigned to manage their contact center's outbound campaigns | * Campaign operators who are assigned to manage their contact center's outbound campaigns | ||
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* Back office employees who will use the Agent Desktop application for their business communications | * Back office employees who will use the Agent Desktop application for their business communications | ||
| − | == Prerequisites == | + | == Prerequisites == |
Readers of this guide are expected to be familiar with basic operations with computer (Windows/Mac) operating systems and Internet applications. | Readers of this guide are expected to be familiar with basic operations with computer (Windows/Mac) operating systems and Internet applications. | ||
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<references/> | <references/> | ||
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Latest revision as of 23:18, 30 July 2024
Welcome to Agent Desktop
The Bright Pattern Agent Guide provides instructions for using Bright Pattern Contact Center Agent Desktop, a cloud-based software application that enables you to perform various telecommunication and customer service tasks in Bright Pattern-based private branch exchange (PBX) phone system and contact center environments.
Learn how to use Agent Desktop by exploring the following sections of the Agent Guide:
Audience
The Agent Guide is meant to be used as a reference manual, tutorial, and operational handbook by:
- Contact center agents who will use Agent Desktop to provide customer service over the phone and other supported media channels
- Contact center supervisors[1] who will use Agent Desktop to manage and monitor their teams
- Campaign operators who are assigned to manage their contact center's outbound campaigns
- Back office employees who will use the Agent Desktop application for their business communications
Prerequisites
Readers of this guide are expected to be familiar with basic operations with computer (Windows/Mac) operating systems and Internet applications.
- ↑ Agent Desktop features a separate set of functions for supervisors and campaign operators. These functions are discussed in the Bright Pattern Supervisor Guide.