Difference between revisions of "PEC-AD/Current/Agent/ADVideos"
From Genesys Documentation
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|DisplayName=Videos: Using Workspace | |DisplayName=Videos: Using Workspace | ||
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|Context=This collection of videos from the [https://vimeo.com/genesysdocs/videos Genesys Vimeo channel] demonstrates some of the most commonly used features of Workspace Agent Desktop. | |Context=This collection of videos from the [https://vimeo.com/genesysdocs/videos Genesys Vimeo channel] demonstrates some of the most commonly used features of Workspace Agent Desktop. | ||
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|Platform=PureEngage | |Platform=PureEngage | ||
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|structuredtext={{NoteFormat|Some Workspace Agent Desktop features are available only for PureEngage Cloud users.|1}} | |structuredtext={{NoteFormat|Some Workspace Agent Desktop features are available only for PureEngage Cloud users.|1}} | ||
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| − | + | |structuredtext=====Introduction to Workspace Agent Desktop 9==== | |
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| − | ====Introduction to Workspace Agent Desktop 9==== | ||
{{#widget:Vimeo|id=293052774|width=572|height=392}} | {{#widget:Vimeo|id=293052774|width=572|height=392}} | ||
====An overview of how to use Workspace==== | ====An overview of how to use Workspace==== | ||
{{#widget:Vimeo|id=350870466|width=572|height=392}} | {{#widget:Vimeo|id=350870466|width=572|height=392}} | ||
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| − | + | |structuredtext=====How to change your ready/not ready status==== | |
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| − | ====How to change your ready/not ready status==== | ||
{{#widget:Vimeo|id=274140327|width=572|height=392}} | {{#widget:Vimeo|id=274140327|width=572|height=392}} | ||
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}}{{Section | }}{{Section | ||
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|anchor=Disconnect | |anchor=Disconnect | ||
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| − | + | |structuredtext=====How to handle a system disconnnection==== | |
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| − | ====How to handle a system disconnnection==== | ||
{{#widget:Vimeo|id=350359974|width=572|height=392}} | {{#widget:Vimeo|id=350359974|width=572|height=392}} | ||
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|anchor=Voice | |anchor=Voice | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | + | |structuredtext=====Basics of handling a voice call==== | |
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| − | ====Basics of handling a voice call==== | ||
{{#widget:Vimeo|id=277372977|width=572|height=392}} | {{#widget:Vimeo|id=277372977|width=572|height=392}} | ||
====How to transfer a call==== | ====How to transfer a call==== | ||
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====How to make a new call==== | ====How to make a new call==== | ||
{{#widget:Vimeo|id=281552034|width=572|height=392}} | {{#widget:Vimeo|id=281552034|width=572|height=392}} | ||
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|anchor=Email | |anchor=Email | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | + | |structuredtext=====Basics of handling an email interaction==== | |
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| − | ====Basics of handling an email interaction==== | ||
{{#widget:Vimeo|id=291011976|width=572|height=392}} | {{#widget:Vimeo|id=291011976|width=572|height=392}} | ||
====How to use interim send==== | ====How to use interim send==== | ||
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====How to send a new email interaction==== | ====How to send a new email interaction==== | ||
{{#widget:Vimeo|id=292402969|width=572|height=392}} | {{#widget:Vimeo|id=292402969|width=572|height=392}} | ||
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|anchor=Chat | |anchor=Chat | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | + | |structuredtext=====Basics of handling a chat interaction==== | |
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| − | ====Basics of handling a chat interaction==== | ||
{{#widget:Vimeo|id=286615890|width=572|height=392}} | {{#widget:Vimeo|id=286615890|width=572|height=392}} | ||
====How to send weblinks in a chat interaction==== | ====How to send weblinks in a chat interaction==== | ||
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====How to use the chat interaction Communication tab==== | ====How to use the chat interaction Communication tab==== | ||
{{#widget:Vimeo|id=374664475|width=572|height=392}} | {{#widget:Vimeo|id=374664475|width=572|height=392}} | ||
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|anchor=Workitems | |anchor=Workitems | ||
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| − | + | |structuredtext=====Basics of handling a workitem (Open Media)==== | |
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| − | ====Basics of handling a workitem (Open Media)==== | ||
{{#widget:Vimeo|id=315553628|width=572|height=392}} | {{#widget:Vimeo|id=315553628|width=572|height=392}} | ||
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|anchor=StandardResponses | |anchor=StandardResponses | ||
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| − | + | |structuredtext=====Basics of using the Standard Responses tab==== | |
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| − | ====Basics of using the Standard Responses tab==== | ||
{{#widget:Vimeo|id=289172245|width=572|height=392}} | {{#widget:Vimeo|id=289172245|width=572|height=392}} | ||
====Using standard response shortcuts==== | ====Using standard response shortcuts==== | ||
{{#widget:Vimeo|id=430723718|width=572|height=392}} | {{#widget:Vimeo|id=430723718|width=572|height=392}} | ||
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|anchor=Contacts | |anchor=Contacts | ||
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| − | + | |structuredtext=====Overview of the Contact Directory==== | |
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| − | ====Overview of the Contact Directory==== | ||
{{#widget:Vimeo|id=277393908|width=572|height=392}} | {{#widget:Vimeo|id=277393908|width=572|height=392}} | ||
====How to find a contact in the Contact Directory==== | ====How to find a contact in the Contact Directory==== | ||
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====Duplicate contacts==== | ====Duplicate contacts==== | ||
{{#widget:Vimeo|id=429409323|width=572|height=392}}--> | {{#widget:Vimeo|id=429409323|width=572|height=392}}--> | ||
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|anchor=Search | |anchor=Search | ||
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|structuredtext=How to find interactions in the Interaction Database: | |structuredtext=How to find interactions in the Interaction Database: | ||
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====Advanced Contact history search==== | ====Advanced Contact history search==== | ||
{{#widget:Vimeo|id=301308046|width=572|height=392}} | {{#widget:Vimeo|id=301308046|width=572|height=392}} | ||
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|anchor=Workbins | |anchor=Workbins | ||
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| − | + | |structuredtext=====Overview of workbins==== | |
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| − | ====Overview of workbins==== | ||
{{#widget:Vimeo|id=315553628|width=572|height=392}} | {{#widget:Vimeo|id=315553628|width=572|height=392}} | ||
====Finding interactions in workbins and interaction queues==== | ====Finding interactions in workbins and interaction queues==== | ||
{{#widget:Vimeo|id=343321877|width=572|height=392}} | {{#widget:Vimeo|id=343321877|width=572|height=392}} | ||
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|anchor=Outbound | |anchor=Outbound | ||
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| − | + | |structuredtext=====Outbound Campaign Overview==== | |
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| − | ====Outbound Campaign Overview==== | ||
{{#widget:Vimeo|id=405207138|width=572|height=392}} | {{#widget:Vimeo|id=405207138|width=572|height=392}} | ||
====Automatic record retrieval (Predictive and Progressive)==== | ====Automatic record retrieval (Predictive and Progressive)==== | ||
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====Semi-automatic record retrieval (Direct Push-Preview)==== | ====Semi-automatic record retrieval (Direct Push-Preview)==== | ||
{{#widget:Vimeo|id=400728626|width=572|height=392}} | {{#widget:Vimeo|id=400728626|width=572|height=392}} | ||
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|structuredtext=*{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}} | |structuredtext=*{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}} | ||
*{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}} | *{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}} | ||
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|structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}} | |structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}} | ||
#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}} | #{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}} | ||
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#{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | #{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | ||
#{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}} | #{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}} | ||
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Revision as of 17:08, July 7, 2020
This topic is part of the manual Agent Workspace Agent's Guide for version Current of Agent Workspace.
Contents
- 1 Intro to Agent Desktop
- 2 Managing Your Status
- 3 Dealing with Disconnections
- 4 Handling a Call
- 5 Handling Email
- 6 Handling Chat
- 7 Handling Workitems (Open Media)
- 8 Using Standard Responses
- 9 Managing Contacts
- 10 Finding Interactions
- 11 Workbins
- 12 Outbound Calling Campaigns
- 13 What next?
- 14 Top 5 topics
This collection of videos from the Genesys Vimeo channel demonstrates some of the most commonly used features of Workspace Agent Desktop.
Related documentation:
Important
Some Workspace Agent Desktop features are available only for PureEngage Cloud users.Intro to Agent Desktop
Introduction to Workspace Agent Desktop 9
An overview of how to use Workspace
Managing Your Status
How to change your ready/not ready status
Dealing with Disconnections
How to handle a system disconnnection
Handling a Call
Basics of handling a voice call
How to transfer a call
How to transfer a call to an agent group
How to make a conference call
How to make a consultation call
How to use Team Communicator
How to make a new call
Handling Email
Basics of handling an email interaction
How to use interim send
How to forward an email as an attachment
How to forward an email in-line
How email QA works
How to QA review an outgoing email
How to send a new email interaction
Handling Chat
Basics of handling a chat interaction
How to send weblinks in a chat interaction
How to handle an ongoing (asynchronous) chat interaction
How to use the chat interaction Communication tab
Handling Workitems (Open Media)
Basics of handling a workitem (Open Media)
Using Standard Responses
Basics of using the Standard Responses tab
Using standard response shortcuts
Managing Contacts
Overview of the Contact Directory
How to find a contact in the Contact Directory
Manual versus automatic contact assignment
Finding Interactions
How to find interactions in the Interaction Database:
My History
Basic My History search
Advanced My History search
Interaction Search
Basic Interaction history search
Advanced interaction history search
Contact History
Basic Contact history search
Advanced Contact history search
Workbins
Overview of workbins
Finding interactions in workbins and interaction queues
Outbound Calling Campaigns
Outbound Campaign Overview
Automatic record retrieval (Predictive and Progressive)
Manual record retrieval (Preview)
Semi-automatic record retrieval (Push-preview)
Semi-automatic record retrieval (Direct Push-Preview)
What next?
Top 5 topics
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