https://all.docs.genesys.com/index.php?action=history&feed=atom&title=PEC-Agent%2Ftrainagt PEC-Agent/trainagt - Revision history 2026-05-15T14:37:59Z Revision history for this page on the wiki MediaWiki 1.31.1 https://all.docs.genesys.com/index.php?title=PEC-Agent/trainagt&diff=125533&oldid=prev WikiSysop at 19:19, July 28, 2022 2022-07-28T19:19:12Z <p></p> <table class="diff diff-contentalign-left" data-mw="interface"> <col class="diff-marker" /> <col class="diff-content" /> <col class="diff-marker" /> <col class="diff-content" /> <tr class="diff-title" lang="en"> <td colspan="2" style="background-color: #fff; color: #222; text-align: center;">← Older revision</td> <td colspan="2" style="background-color: #fff; color: #222; text-align: center;">Revision as of 19:19, July 28, 2022</td> </tr><tr><td colspan="2" class="diff-lineno" id="mw-diff-left-l5" >Line 5:</td> <td colspan="2" class="diff-lineno">Line 5:</td></tr> <tr><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|Context=Just getting started with Genesys Multicloud CX? 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Feel free to work through the First 10, try some of the Most popular tasks, or browse Learning by app to find specific tasks you want to learn.</div></td></tr> <tr><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td></tr> <tr><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>[[File:10blue.jpg|60px|Get started|link=#f10]] [[File:Thumbs_up_grn.jpg|60px|Most popular|link=#pop]] [[File:Hub-AgentDesk.png|60px|Agent Desktop|link=#ad]] [[File:Hub-WFM.png|60px|Workforce Management|link=#wfm]]</div></td><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>[[File:10blue.jpg|60px|Get started|link=#f10]] [[File:Thumbs_up_grn.jpg|60px|Most popular|link=#pop]] [[File:Hub-AgentDesk.png|60px|Agent Desktop|link=#ad]] [[File:Hub-WFM.png|60px|Workforce Management|link=#wfm]]</div></td></tr> </table> Ed.jamer@genesys.com https://all.docs.genesys.com/index.php?title=PEC-Agent/trainagt&diff=67792&oldid=prev Jerickso: Published 2020-10-05T19:31:59Z <p>Published</p> <p><b>New page</b></p><div>{{Article<br /> |Standalone=Yes<br /> |DisplayName=Agent 101<br /> |TocName=Agent 101<br /> |Context=Just getting started with Genesys Engage cloud? Let's begin with what most agents do daily. Feel free to work through the First 10, try some of the Most popular tasks, or browse Learning by app to find specific tasks you want to learn.<br /> <br /> [[File:10blue.jpg|60px|Get started|link=#f10]] [[File:Thumbs_up_grn.jpg|60px|Most popular|link=#pop]] [[File:Hub-AgentDesk.png|60px|Agent Desktop|link=#ad]] [[File:Hub-WFM.png|60px|Workforce Management|link=#wfm]]<br /> |ComingSoon=No<br /> |Role=Agent<br /> |Application=Agent Desktop, Workforce Management<br /> |Section={{Section<br /> |sectionHeading=First 10<br /> |anchor=f10<br /> |alignment=Vertical<br /> |structuredtext=[[File:10blue.jpg|60px|]]<br /> <br /> Learn these ten tasks to get you up to speed.<br /> <br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADQuickStart|display text=Get started (log in, change status, handle a call)}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Take calls}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADintinter|display text=Ask for help from another team member}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADResponses|display text=Use standard responses}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADemail|display text=Deal with customer emails}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADChat|display text=Chat with a customer}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADOutbound|display text=Work on an outbound campaign}}<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADFacebook|display text=Handle a Facebook interaction}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SchO|display text=Manage your schedule}}<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|display text=Find your contacts}} (+video)<br /> |Status=No<br /> }}{{Section<br /> |sectionHeading=Most popular<br /> |anchor=pop<br /> |alignment=Vertical<br /> |structuredtext=[[File:Thumbs_up_grn.jpg|60px|]]<br /> <br /> Agents use these topics most often.<br /> <br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Take calls}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADintinter|display text=Ask for help from another team member}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SchO|display text=Manage your schedule}}<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADResponses|display text=Use standard responses}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=TrdgO|display text=Trade shifts}}<br /> #{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SBO|display text=Bid on schedules}}<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|display text=Tour Agent Desktop}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|display text=Find your contacts}} (+video)<br /> |Status=No<br /> }}{{Section<br /> |sectionHeading=Learning by app<br /> |anchor=byapp<br /> |alignment=Vertical<br /> |structuredtext=Here's a more complete list of learning topics to get you started, organized by application.<br /> |Status=No<br /> }}{{Section<br /> |anchor=ad<br /> |alignment=Vertical<br /> |structuredtext====Agent Desktop===<br /> [[File:Hub-AgentDesk.png|60px|]]<br /> <br /> You do most of your work&amp;mdash;interacting with customers and communicating with fellow team members&amp;mdash;in the Agent Desktop application.<br /> <br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADQuickStart|display text=Get started with Agent Desktop}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|display text=Tour Agent Desktop}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Take calls}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADintinter|display text=Ask for help from another team member}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|display text=Find your contacts}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADResponses|display text=Use standard responses}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADemail|display text=Deal with customer emails}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADChat|display text=Chat with a customer}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADFacebook|display text=Handle a Facebook interaction}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADTwitter|display text=Respond to a Tweet}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADMyWorkbins|display text=Manage your workbins}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADOutbound|display text=Work on an outbound campaign}}<br /> *{{Link-Standalone|topic=PEC-VM/Users|display text=Retrieve your voicemail}}<br /> *{{Link-Standalone|topic=PEC-VM/Users|anchor=vmgreetings|display text=Manage your voicemail greetings}}<br /> |Status=No<br /> }}{{Section<br /> |anchor=wfm<br /> |alignment=Vertical<br /> |structuredtext====Workforce Management===<br /> [[File:Hub-WFM.png|60px|]]<br /> <br /> You manage your schedule, request days off, and trade shifts within the Workforce Management application.<br /> <br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=GtgSrtd|display text=Get started with Workforce Management}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SchO|display text=Manage your schedule}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=TrdgO|display text=Trade shifts}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=TOO|display text=Request and track time off}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SBO|display text=Bid on schedules}}<br /> |Status=No<br /> }}{{Section<br /> |alignment=Vertical<br /> |structuredtext===Contact us==<br /> If you have questions about any of the tasks, or would like to see additional tasks, send an email to [mailto:Techpubs.webadmin@genesys.com Technical Publications Administrator].<br /> |Status=No<br /> }}<br /> |urlname=trainagt<br /> |product=Draft:PEC-Agent<br /> }}</div> Jerickso