From Bright Pattern Documentation
<translate>=Agent Guide=
Introduction
Agent Desktop UI
General Information
- Selecting a Phone Device
- Logging into Agent Desktop
- Installing and Updating the Agent Desktop Helper Application
- How to Terminate Your Working Session
- When Your Browser Closes or Navigates Away
Calendar
- Calendar Views
- How to Open the Calendar
- How to Edit Existing Events
- How to Schedule an Event
- Reminders
- How to Use the Calendar
Calls
- How to Answer an Incoming Call
- How to Reject an Incoming Call
- 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
Cases and Email
- General Information About Handling My Cases (Email)
- 5.19:agent-guide/UnderstandingEmailCasesandThreads
- Understanding Case States
- 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 Pinned Cases 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
Chat Center
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
Contacts
- General Information About Contacts
- Search
- Details
- Activities
- Pending
- Cases
- Ways to Access Contacts
- How to Create a New Contact
- How to Edit to an Existing Contact
Dashboard
Help and Troubleshooting
- Getting Help
- Ways to Request Assistance
- How to Report a Call Quality Problem
- How to Send Agent Desktop Application Logs to Your Administrator
- List of Error Messages
Keyboard Shortcuts
Knowledge Base
- General Information About Knowledge Base
- How to Use a Knowledge Base Article
- Contributing Content to the Knowledge Base
Mobile Interactions
My Grades
Other Useful Functions
Outbound Campaigns
- General Information About Outbound Campaigns
- How to Review a Calling Record
- How to Reject a Calling Record
- How to Reschedule a Call Attempt
Screen-Pop
Settings
- Configuring Your User Profile
- Configuring Your Voicemail
- Listening to Voicemail Messages
- Call Forwarding
States
- How to Interpret Your Current State Information
- How to Make Yourself Ready
- How to Make Yourself Not Ready
Tutorials
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