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• 5.19 • 5.3 • 5.8

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Working in Agent Desktop

This section covers everything you need to know about using Agent Desktop in your day-to-day operations. During a typical working session, you will be interacting with contact center users and customers on multiple media channels (e.g., voice, chat, email, SMS/text, mobile messengers), using Agent Desktop at its full capacity.

Explore this section to learn more about any of the following aspects of Agent Desktop:

• Accessibility
• Calendar
• Calls
• Cases and Email
• Chats
• Contacts
• Dashboard
• Home Page (Formerly My Grades)
• Knowledge Base
• Mobile Interactions
• Outbound Campaigns
• Screen-Pop
• Search
• States
• Voicemail

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