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• 5.19 • 5.2 • 5.3 • 5.8

<translate> Agent Guide

Agent Guide

Introduction

• About
• Purpose
• Audience

Agent Desktop UI

• User Interface Overview

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 Use the Calendar
• Reminders

Calls

• Accepting/Rejecting Calls
• After Call Work and Dispositions
• Conferences
• Consultations and Transfers
• Directory
• Favorites
• Follow-ups
• Mute and Hold
• Placing Calls
• Recording and Voice
• Redialing
• Sending Numeric Information
• Service Queue

Cases and Email

• About Handling My Cases or Email
• About Case States
• Accepting Email
• Cases Versus Threads
• Follow-ups
• Fonts
• Handling Email
• Masking Data
• Print
• Retrieving Email from Queue
• Reviewing Email
• Search

Chat Center

• Group Chat
• Personal Chat

Chats

• Accepting/Rejecting Chats
• Audio/Video Chats
• Canned Responses
• Co-browsing
• Creating Cases
• Flagging Chats
• Follow-ups
• Forms
• Multiple Chats
• Sending Chat Messages
• Terminate the Chat
• Transfers

Contacts

• About Contacts
• Activities
• Cases
• Details
• Managing Contacts
• Pending
• Search
• Ways to Access Contacts

Dashboard

• Dashboard

Help and Troubleshooting

• Getting Help
• List of Error Messages
• Report a Call Quality Problem
• Send Agent Desktop Application Logs to Your Administrator
• Ways to Request Assistance

Keyboard Shortcuts

• Keyboard Shortcuts

Knowledge Base

• About Knowledge Base
• Contributing Content to the Knowledge Base
• Knowledge Base Tutorial

Mobile Interactions

• About Mobile Interactions
• Mobile Chat
• Mobile Voice
• Mobile Video

My Grades

• About My Grades
• My Grades Views

Other Useful Functions

• Additional Ways to Initiate Interactions

Outbound Campaigns

• About Outbound Campaigns
• Reject a Calling Record
• Reschedule a Call Attempt
• Review a Calling Record

Screen-Pop

• Understanding Screen-pop

Settings

• Configuring Your User Profile
• Configuring Your Voicemail
• Listening to Voicemail Messages
• Call Forwarding

States

• About Your Current State Information
• Make Yourself Ready
• Make Yourself Not Ready

Tutorials

• All Agent Tutorials

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