Contents

Getting Started
How to Use this Document
If You're an Agent Supervisor
What You Need to Begin
What is New
Login
Changing Agent/Supervisor Password
Resetting a Forgotten Password
Logging Out
Understanding your Agent Console Interface
Checking Agent and Queue Status
Configuring Your Agent Profile
Changing the Agent Workplace Number
Formatting Telephone Number Entries
Configuring Email Options
Configuring your External CRM
External CRM Setup Summary
Personalizing your Agent Console
Viewing Agent Assigned Queues
Recording Agent Messages
Setting Your Status
Working with Codes
Selecting Status Codes
Selecting Transaction Codes
Selecting Outbound Phone Codes
Overview of Processing Interactions
Notification Alerts
Web Notification Alert for Incoming Interactions
Managing Multiple Tasks
Processing Phone Interactions
Inbound Phone Call Flow
Overview of Phone Controls
Accepting a Phone Interaction
Playing Agent Recorded Messages
Recording Phone Interactions
Adding Notes During an Interaction
Transferring a Phone Interaction to another Agent
Transferring a Phone Interaction to another Phone Queue
Transferring a Phone Interaction to an External Phone Number
Overview of Conference Calls
Adding an Agent to a Conference Call
Adding an External Party to a Conference Call
Making Outbound Phone Calls
How the Agent Console Places Outbound Calls
Dialing Digit Tones
Accessing Dial Pad
Processing Outbound Campaign Calls
Rescheduling Campaign Calls
Managing Your Status During Outbound Calls
Processing Voicemail Interactions
Overview of Voicemail Transactions
Accepting a Voice Mail Interaction
Processing Chat Interactions
Overview of Chat Transactions
Inbound Chat Work Flow
Multi_Chat
Processing Chat Interactions
Enhanced Control on Agent Status
Handling Multiple Chats
CustomerTo Agent Chat
Agent To Agent Chat
Multi Chat Table
Handling Multilingual Chats
Transferring a Customer Chat to a Different Queue
Saving Chat Logs
Inserting FAQ Answers into Chat Interactions
Processing Email Interactions
Inbound Email Work Flow
Accepting an Email Interaction
Responding to Emails
Transferring an Email to a Different Queue
Inserting FAQ Responses into Emails
Deleting Emails from a Queue
Managing Cases, Customers, and Follow-ups
CRM Landing Page
Searching for CRM Data
Searching for Customers
Searching for Cases
Searching for Tasks
Creating and Editing Customer Records
Creating and Editing Case Records
Creating Follow-ups
Creating and Editing Tasks
Deleting CRM Data
Understanding Rich Text Editor
Summarizing Menu Elements of Rich Text Editor
Description - Inserting Image
Description - Inserting Hyperlink
Description - Inserting FAQ
Description - Inserting Signature
Description - Spell Checking
Creating CRM Reports
Creating a CRM Customer Report
Creating a CRM Case Report
Creating a CRM Task Report
Posting and Viewing Notification Messages
Sending a Notification Message
Viewing Notification Messages
Using the Collaborate Feature
Establishing a Collaborate Session
Administering the Contact Center
Creating and Editing FAQ Content
Creating an FAQ Category
Creating an FAQ Answer
About Historical Reporting
Summary of Agent Supervisor Historical Reports
Reporting on Status Codes
Reporting on Transaction Codes
Reporting on Campaigns
Creating Historical Reports
Generating Historical Reports
Generating Reports on Deleted Queues and Agents
Monitoring Agents, Queues, Groups and Campaings
Selecting Queues and Groups to Monitor
Monitoring Queues
Monitoring Campaigns
Monitoring Agents
Playing Agent Call Recordings
Accessing Chat Transcripts
Logging an Agent out

 


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