Difference between revisions of "PEC-Agent/trainagt"
From Genesys Documentation
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|DisplayName=Agent 101 | |DisplayName=Agent 101 | ||
|TocName=Agent 101 | |TocName=Agent 101 | ||
| − | |Context=Just getting started with Genesys | + | |Context=Just getting started with Genesys Multicloud CX? 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. |
| − | [[File:10blue.jpg|60px|Get started|link=#f10]] [[File:Thumbs_up_grn.jpg|60px|Most popular|link=#pop]] [[File:Hub-AgentDesk.png|60px|Agent | + | [[File:10blue.jpg|60px|Get started|link=#f10]] [[File:Thumbs_up_grn.jpg|60px|Most popular|link=#pop]] [[File:Hub-AgentDesk.png|60px|Agent Workspace|link=#ad]] [[File:Hub-WFM.png|60px|Workforce Management|link=#wfm]] |
|ComingSoon=No | |ComingSoon=No | ||
|Role=Agent | |Role=Agent | ||
| − | |Application=Agent | + | |Application=Agent Workspace, Workforce Management |
|Section={{Section | |Section={{Section | ||
|sectionHeading=First 10 | |sectionHeading=First 10 | ||
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#{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=TrdgO|display text=Trade shifts}} | #{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=TrdgO|display text=Trade shifts}} | ||
#{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SBO|display text=Bid on schedules}} | #{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SBO|display text=Bid on schedules}} | ||
| − | #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|display text=Tour Agent | + | #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|display text=Tour Agent Workspace}} (+video) |
#{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|display text=Find your contacts}} (+video) | #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|display text=Find your contacts}} (+video) | ||
|Status=No | |Status=No | ||
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|anchor=ad | |anchor=ad | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | |structuredtext====Agent | + | |structuredtext====Agent Workspace=== |
[[File:Hub-AgentDesk.png|60px|]] | [[File:Hub-AgentDesk.png|60px|]] | ||
| − | You do most of your work—interacting with customers and communicating with fellow team members—in the Agent | + | You do most of your work—interacting with customers and communicating with fellow team members—in the Agent Workspace application. |
| − | *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADQuickStart|display text=Get started with Agent | + | *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADQuickStart|display text=Get started with Agent Workspace}} (+video) |
| − | *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|display text=Tour Agent | + | *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|display text=Tour Agent Workspace}} (+video) |
*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Take calls}} (+video) | *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Take calls}} (+video) | ||
*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADintinter|display text=Ask for help from another team member}} (+video) | *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADintinter|display text=Ask for help from another team member}} (+video) | ||
Latest revision as of 19:19, July 28, 2022
Contents
Just getting started with Genesys Multicloud CX? 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.
First 10
Learn these ten tasks to get you up to speed.
- Get started (log in, change status, handle a call) (+video)
- Take calls (+video)
- Ask for help from another team member (+video)
- Use standard responses (+video)
- Deal with customer emails (+video)
- Chat with a customer (+video)
- Work on an outbound campaign
- Handle a Facebook interaction (+video)
- Manage your schedule
- Find your contacts (+video)
Most popular
Agents use these topics most often.
- Take calls (+video)
- Ask for help from another team member (+video)
- Manage your schedule
- Use standard responses (+video)
- Trade shifts
- Bid on schedules
- Tour Agent Workspace (+video)
- Find your contacts (+video)
Learning by app
Here's a more complete list of learning topics to get you started, organized by application.
Agent Workspace
You do most of your work—interacting with customers and communicating with fellow team members—in the Agent Workspace application.
- Get started with Agent Workspace (+video)
- Tour Agent Workspace (+video)
- Take calls (+video)
- Ask for help from another team member (+video)
- Find your contacts (+video)
- Use standard responses (+video)
- Deal with customer emails (+video)
- Chat with a customer (+video)
- Handle a Facebook interaction (+video)
- Respond to a Tweet (+video)
- Manage your workbins (+video)
- Work on an outbound campaign
- Retrieve your voicemail
- Manage your voicemail greetings
Workforce Management
You manage your schedule, request days off, and trade shifts within the Workforce Management application.
Contact us
If you have questions about any of the tasks, or would like to see additional tasks, send an email to Technical Publications Administrator.
Comments or questions about this documentation? Contact us for support!