Difference between revisions of "PEC-AD/Current/Agent/ADVideos"
From Genesys Documentation
m (Text replacement - "{{#widget:Vimeo" to "{{Video") |
(Published) |
||
| Line 15: | Line 15: | ||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext=====Introduction to Workspace Agent Desktop 9==== | |structuredtext=====Introduction to Workspace Agent Desktop 9==== | ||
| − | {{Video|id=293052774|width=572|height=392}} | + | {{Video|id=293052774|Description=Introduction to Workspace Agent Desktop 9|width=572|height=392}} |
====An overview of how to use Workspace==== | ====An overview of how to use Workspace==== | ||
| − | {{Video|id=350870466|width=572|height=392}} | + | {{Video|id=350870466|Description=An overview of how to use Workspace|width=572|height=392}} |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 24: | Line 24: | ||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext=====How to change your ready/not ready status==== | |structuredtext=====How to change your ready/not ready status==== | ||
| − | {{Video|id=274140327|width=572|height=392}} | + | {{Video|id=274140327|Description=How to change your ready/not ready status|width=572|height=392}} |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 30: | Line 30: | ||
|anchor=Disconnect | |anchor=Disconnect | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | |structuredtext=====How to handle a system | + | |structuredtext=====How to handle a system disconnection==== |
| − | {{Video|id=350359974|width=572|height=392}} | + | {{Video|id=350359974|Description=How to handle a system disconnection|width=572|height=392}} |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 38: | Line 38: | ||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext=====How to switch to Pinned mode==== | |structuredtext=====How to switch to Pinned mode==== | ||
| − | {{Video|id=447565918|width=572|height=392}} | + | {{Video|id=447565918|Description=How to switch to Pinned mode|width=572|height=392}} |
====How to switch to Floating mode==== | ====How to switch to Floating mode==== | ||
| − | {{Video|id=447232272|width=572|height=392}} | + | {{Video|id=447232272|Description=How to switch to Floating mode|width=572|height=392}} |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 47: | Line 47: | ||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext=====Basics of handling a voice call==== | |structuredtext=====Basics of handling a voice call==== | ||
| − | {{Video|id=277372977|width=572|height=392}} | + | {{Video|id=277372977|Description=Basics of handling a voice call|width=572|height=392}} |
====How to transfer a call==== | ====How to transfer a call==== | ||
| − | {{Video|id=350399265|width=572|height=392}} | + | {{Video|id=350399265|Description=How to transfer a call|width=572|height=392}} |
====How to transfer a call to an agent group==== | ====How to transfer a call to an agent group==== | ||
| − | {{Video|id=281550253|width=572|height=392}} | + | {{Video|id=281550253|Description=How to transfer a call to an agent group|width=572|height=392}} |
====How to make a conference call==== | ====How to make a conference call==== | ||
| − | {{Video|id=353566398|width=572|height=392}} | + | {{Video|id=353566398|Description=How to make a conference call|width=572|height=392}} |
====How to make a consultation call==== | ====How to make a consultation call==== | ||
| − | {{Video|id=350385336|width=572|height=392}} | + | {{Video|id=350385336|Description=How to make a consultation call|width=572|height=392}} |
====How to find a contact in Team Communicator==== | ====How to find a contact in Team Communicator==== | ||
| − | {{Video|id=281547811|width=572|height=392}} | + | {{Video|id=281547811|Description=How to find a contact in Team Communicator|width=572|height=392}} |
====How to make a new call==== | ====How to make a new call==== | ||
| − | {{Video|id=281552034|width=572|height=392}} | + | {{Video|id=281552034|Description=How to make a new call|width=572|height=392}} |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 66: | Line 66: | ||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext=====Basics of handling an email interaction==== | |structuredtext=====Basics of handling an email interaction==== | ||
| − | {{Video|id=291011976|width=572|height=392}} | + | {{Video|id=291011976|Description=Basics of handling an email interaction|width=572|height=392}} |
====How to use interim send==== | ====How to use interim send==== | ||
| − | {{Video|id=333840528|width=572|height=392}} | + | {{Video|id=333840528|Description=How to use interim send|width=572|height=392}} |
====How to forward an email as an attachment==== | ====How to forward an email as an attachment==== | ||
| − | {{Video|id=243027495|width=572|height=392}} | + | {{Video|id=243027495|Description=How to forward an email as an attachment|width=572|height=392}} |
====How to forward an email in-line==== | ====How to forward an email in-line==== | ||
| − | {{Video|id=299325154|width=572|height=392}} | + | {{Video|id=299325154|Description=How to forward an email in-line|width=572|height=392}} |
====How email QA works==== | ====How email QA works==== | ||
| − | {{Video|id=351039187|width=572|height=392}} | + | {{Video|id=351039187|Description=How email QA works|width=572|height=392}} |
====How to QA review an outgoing email==== | ====How to QA review an outgoing email==== | ||
| − | {{Video|id=297754971|width=572|height=392}} | + | {{Video|id=297754971|Description=How to QA review an outgoing email|width=572|height=392}} |
====How to send a new email interaction==== | ====How to send a new email interaction==== | ||
| − | {{Video|id=292402969|width=572|height=392}} | + | {{Video|id=292402969|Description=How to send a new email interaction|width=572|height=392}} |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 85: | Line 85: | ||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext=====Basics of handling a chat interaction==== | |structuredtext=====Basics of handling a chat interaction==== | ||
| − | {{Video|id=286615890|width=572|height=392}} | + | {{Video|id=286615890|Description=Basics of handling a chat interaction|width=572|height=392}} |
====How to send weblinks in a chat interaction==== | ====How to send weblinks in a chat interaction==== | ||
| − | {{Video|id=287504292|width=572|height=392}} | + | {{Video|id=287504292|Description=How to send weblinks in a chat interaction|width=572|height=392}} |
====How to handle an ongoing (asynchronous) chat interaction==== | ====How to handle an ongoing (asynchronous) chat interaction==== | ||
| − | {{Video|id=374662395|width=572|height=392}} | + | {{Video|id=374662395|Description=How to handle an ongoing (asynchronous) chat interaction|width=572|height=392}} |
====How to use the chat interaction Communication tab==== | ====How to use the chat interaction Communication tab==== | ||
| − | {{Video|id=374664475|width=572|height=392}} | + | {{Video|id=374664475|Description=How to use the chat interaction Communication tab|width=572|height=392}} |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 98: | Line 98: | ||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext=====Basics of handling a workitem (Open Media)==== | |structuredtext=====Basics of handling a workitem (Open Media)==== | ||
| − | {{Video|id=315553628|width=572|height=392}} | + | {{Video|id=315553628|DescriptionBasics of handling a workitem (Open Media)=|width=572|height=392}} |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 105: | Line 105: | ||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext=====Basics of using the Standard Responses tab==== | |structuredtext=====Basics of using the Standard Responses tab==== | ||
| − | {{Video|id=289172245|width=572|height=392}} | + | {{Video|id=289172245|Description=Basics of using the Standard Responses tab|width=572|height=392}} |
====Using standard response shortcuts==== | ====Using standard response shortcuts==== | ||
| − | {{Video|id=430723718|width=572|height=392}} | + | {{Video|id=430723718|Description=Using standard response shortcuts|width=572|height=392}} |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 114: | Line 114: | ||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext=====Overview of the Contact Directory==== | |structuredtext=====Overview of the Contact Directory==== | ||
| − | {{Video|id=277393908|width=572|height=392}} | + | {{Video|id=277393908|Description=Overview of the Contact Directory|width=572|height=392}} |
====Finding a Contact in the Contact Directory==== | ====Finding a Contact in the Contact Directory==== | ||
| − | {{Video|id=447175527|width=572|height=392}} | + | {{Video|id=447175527|Description=Finding a Contact in the Contact Directory|width=572|height=392}} |
====Manual versus automatic contact assignment==== | ====Manual versus automatic contact assignment==== | ||
| − | {{Video|id=378908086|width=572|height=392}} | + | {{Video|id=378908086|Description=Manual versus automatic contact assignment|width=572|height=392}} |
<!-- | <!-- | ||
====Duplicate contacts==== | ====Duplicate contacts==== | ||
| − | {{Video|id=429409323|width=572|height=392}} | + | {{Video|id=429409323|Description=xx|width=572|height=392}} |
| − | {{Video|id=437991157|width=572|height=392}}--> | + | {{Video|id=437991157|Description=xx|width=572|height=392}}--> |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 132: | Line 132: | ||
===My History=== | ===My History=== | ||
====Basic My History search==== | ====Basic My History search==== | ||
| − | {{Video|id=297764527|width=572|height=392}} | + | {{Video|id=297764527|Description=Basic My History search|width=572|height=392}} |
====Advanced My History search==== | ====Advanced My History search==== | ||
| − | {{Video|id=297788604|width=572|height=392}} | + | {{Video|id=297788604|Description=Advanced My History search|width=572|height=392}} |
===Interaction Search=== | ===Interaction Search=== | ||
====Basic Interaction history search==== | ====Basic Interaction history search==== | ||
| − | {{Video|id=301308589|width=572|height=392}} | + | {{Video|id=301308589|Description=Basic Interaction history search|width=572|height=392}} |
====Advanced interaction history search==== | ====Advanced interaction history search==== | ||
| − | {{Video|id=301308387|width=572|height=392}} | + | {{Video|id=301308387|Description=Advanced interaction history search|width=572|height=392}} |
===Contact History=== | ===Contact History=== | ||
====Basic Contact history search==== | ====Basic Contact history search==== | ||
| − | {{Video|id=301308224|width=572|height=392}} | + | {{Video|id=301308224|Description=Basic Contact history search|width=572|height=392}} |
====Advanced Contact history search==== | ====Advanced Contact history search==== | ||
| − | {{Video|id=301308046|width=572|height=392}} | + | {{Video|id=301308046|Description=Advanced Contact history search|width=572|height=392}} |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 153: | Line 153: | ||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext=====Overview of workbins==== | |structuredtext=====Overview of workbins==== | ||
| − | {{Video|id=315553628|width=572|height=392}} | + | {{Video|id=315553628|Description=Overview of workbins|width=572|height=392}} |
====Finding interactions in workbins and interaction queues==== | ====Finding interactions in workbins and interaction queues==== | ||
| − | {{Video|id=343321877|width=572|height=392}} | + | {{Video|id=343321877|Description=Finding interactions in workbins and interaction queues|width=572|height=392}} |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 162: | Line 162: | ||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext=====Outbound Campaign Overview==== | |structuredtext=====Outbound Campaign Overview==== | ||
| − | {{Video|id=405207138|width=572|height=392}} | + | {{Video|id=405207138|Description=Outbound Campaign Overview|width=572|height=392}} |
====Automatic record retrieval (Predictive and Progressive)==== | ====Automatic record retrieval (Predictive and Progressive)==== | ||
| − | {{Video|id=406294195|width=572|height=392}} | + | {{Video|id=406294195|Description=Automatic record retrieval (Predictive and Progressive)|width=572|height=392}} |
====Manual record retrieval (Preview)==== | ====Manual record retrieval (Preview)==== | ||
| − | {{Video|id=405941861|width=572|height=392}} | + | {{Video|id=405941861|Description=Manual record retrieval (Preview)|width=572|height=392}} |
====Semi-automatic record retrieval (Push-preview)==== | ====Semi-automatic record retrieval (Push-preview)==== | ||
| − | {{Video|id=407267426|width=572|height=392}} | + | {{Video|id=407267426|Description=Semi-automatic record retrieval (Push-preview)|width=572|height=392}} |
====Semi-automatic record retrieval (Direct Push-Preview)==== | ====Semi-automatic record retrieval (Direct Push-Preview)==== | ||
| − | {{Video|id=400728626|width=572|height=392}} | + | {{Video|id=400728626|Description=Semi-automatic record retrieval (Direct Push-Preview)|width=572|height=392}} |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
Revision as of 15:43, July 29, 2021
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 Pinned and Floating interactions
- 5 Handling a Call
- 6 Handling Email
- 7 Handling Chat
- 8 Handling Workitems (Open Media)
- 9 Using Standard Responses
- 10 Managing Contacts
- 11 Finding Interactions
- 12 Workbins
- 13 Outbound Calling Campaigns
- 14 What next?
- 15 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 Genesys Engage 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 disconnection
Pinned and Floating interactions
How to switch to Pinned mode
How to switch to Floating mode
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 find a contact in 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
Finding 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
Comments or questions about this documentation? Contact us for support!