提供: Bright Pattern Documentation
• English
エージェントガイド
はじめに
一般情報
- デバイスの選択
- エージェントデスクトップへのログイン
- エージェントデスクトップヘルパーアプリケーションのインストールと更新
- ユーザインターフェイスの概要
- スクリーンポップの説明
- ユーザプロファイルの設定
- ボイスメールの設定
- ボイスメールメッセージの確認
- コール転送
- ヘルプ
- 作業セッションの終了
- ブラウザが終了されるかまたは別のページに移動した場合
状態の管理
Conversations
電話処理
- 電話を取る方法
- 着信の拒否
- How to Make an Internal Call
- How to Make an Outbound Call
- How to Send Numeric Information
- How to Use the Directory
- How to Redial a Previously Dialed Number
- How to Use Favorite Contacts
- How to Mute a Call
- How to Release a Call
- How to Wrap Up After Call Work
- Dispositions and Notes
- How to Hold and Retrieve a Call
- How to Make a Consultation Call
- How to Transfer a Call
- How to Host a Conference
- How to Participate in a Conference
- How to Place a Call in a Service Queue
- How to Connect a Voice Application to Your Call
- How to Use Prerecorded Messages
- How to Record a Call
- How to Stop or Pause Call Recording
- Voice Signatures
- How to Schedule a Follow-up Activity
- How to Send SMS Messages
Handling Service Chats
- How to Accept a Chat Request
- How to Reject a Chat Request
- Chat Messages
- How to Schedule a Follow-Up Activity from a Chat Session
- How to Create a Case from a Chat Session
- How to Flag a Chat Session
- How to Send and Receive Pictures and Documents
- How to Have an Audio Chat
- How to Have a Video Chat
- How to Transfer Your Chat Session
- How to Create and Edit Canned Chat Responses
- How to End a Chat Session
- How to Send a Secure Form
- Handling Multiple Chat Sessions
- Co-browsing
Handling Mobile Interactions
Participating in an Outbound Campaign
- General Information About Outbound Campaigns
- How to Review a Calling Record
- How to Reject a Calling Record
- How to Reschedule a Call Attempt
Using the Calendar
- How to Open the Calendar
- Calendar Views
- How to Schedule an Event
- How to Edit Existing Events
- Reminders
Handling My Cases
- General Information About Handling My Cases (Email)
- 5.2:agent-guide/UnderstandingEmailCasesandThreads/ja
- How to Accept an Email
- How to Retrieve an Email from the Team Queue
- How to Retrieve an Email from Personal Queue
- Overview of the Email Working Area
- How to Review an Incoming Email
- How to Mask Sensitive Data
- How to Close an Email without Replying
- How to Change an Assigned Email Service
- How to Transfer an Email
- How to Forward an Email
- How to Change Default Email Font
- How to Compose a Reply
- How to Use My Follow-ups to Send a Follow-up Outbound Email
- How to Use Cases to Send a Follow-up Outbound Email
- How to Send a New Outbound Email
- How to Save an Email as a Draft
- How to Search Email Cases
- How to Print an Email
- How to Copy and Paste Images into Email
Contacts
- General Information About Contacts
- Using Contacts to Aid Conversations
- Search
- Details
- Activities
- Pending
- Cases
- Ways to Access Contacts
- How to Create a New Contact
- How to Edit to an Existing Contact
Using Chat Center
My Grades
Knowledge Base
- General Information About Knowledge Base
- How to Use a Knowledge Base Article
- Contributing Content to the Knowledge Base
Other Useful Functions
- Dashboard
- Keyboard Shortcuts
- Ways to Request Assistance
- How to Report a Call Quality Problem
- How to Send Agent Desktop Application Logs to Your Administrator
Error Messages