Difference between revisions of "PEC-AD/Current/Agent/ADVideos"

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m (Text replacement - "{{#widget:Vimeo" to "{{Video")
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|alignment=Vertical
 
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|structuredtext=====Introduction to Workspace Agent Desktop 9====
 
|structuredtext=====Introduction to Workspace Agent Desktop 9====
{{Video|id=293052774|width=572|height=392}}
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{{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}}
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{{Video|id=350870466|Description=An overview of how to use Workspace|width=572|height=392}}
 
|Status=No
 
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}}{{Section
 
}}{{Section
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|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}}
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{{Video|id=274140327|Description=How to change your ready/not ready status|width=572|height=392}}
 
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}}{{Section
 
}}{{Section
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|anchor=Disconnect
 
|anchor=Disconnect
 
|alignment=Vertical
 
|alignment=Vertical
|structuredtext=====How to handle a system disconnnection====
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|structuredtext=====How to handle a system disconnection====
{{Video|id=350359974|width=572|height=392}}
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{{Video|id=350359974|Description=How to handle a system disconnection|width=572|height=392}}
 
|Status=No
 
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}}{{Section
 
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|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}}
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{{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}}
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{{Video|id=447232272|Description=How to switch to Floating mode|width=572|height=392}}
 
|Status=No
 
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}}{{Section
 
}}{{Section
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|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}}
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{{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}}
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{{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}}
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{{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}}
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{{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}}
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{{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}}
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{{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}}
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{{Video|id=281552034|Description=How to make a new call|width=572|height=392}}
 
|Status=No
 
|Status=No
 
}}{{Section
 
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|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}}
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{{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}}
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{{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}}
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{{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}}
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{{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}}
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{{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}}
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{{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}}
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{{Video|id=292402969|Description=How to send a new email interaction|width=572|height=392}}
 
|Status=No
 
|Status=No
 
}}{{Section
 
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|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}}
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{{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}}
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{{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}}
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{{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}}
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{{Video|id=374664475|Description=How to use the chat interaction Communication tab|width=572|height=392}}
 
|Status=No
 
|Status=No
 
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|structuredtext=====Basics of handling a workitem (Open Media)====
 
|structuredtext=====Basics of handling a workitem (Open Media)====
{{Video|id=315553628|width=572|height=392}}
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{{Video|id=315553628|DescriptionBasics of handling a workitem (Open Media)=|width=572|height=392}}
 
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|structuredtext=====Basics of using the Standard Responses tab====
 
|structuredtext=====Basics of using the Standard Responses tab====
{{Video|id=289172245|width=572|height=392}}
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{{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}}
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{{Video|id=430723718|Description=Using standard response shortcuts|width=572|height=392}}
 
|Status=No
 
|Status=No
 
}}{{Section
 
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|alignment=Vertical
 
|alignment=Vertical
 
|structuredtext=====Overview of the Contact Directory====
 
|structuredtext=====Overview of the Contact Directory====
{{Video|id=277393908|width=572|height=392}}
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{{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}}
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{{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}}
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{{Video|id=378908086|Description=Manual versus automatic contact assignment|width=572|height=392}}
 
<!--
 
<!--
 
====Duplicate contacts====
 
====Duplicate contacts====
{{Video|id=429409323|width=572|height=392}}
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{{Video|id=429409323|Description=xx|width=572|height=392}}
{{Video|id=437991157|width=572|height=392}}-->
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{{Video|id=437991157|Description=xx|width=572|height=392}}-->
 
|Status=No
 
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===My History===
 
===My History===
 
====Basic My History search====
 
====Basic My History search====
{{Video|id=297764527|width=572|height=392}}
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{{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}}
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{{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}}
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{{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}}
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{{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}}
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{{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}}
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{{Video|id=301308046|Description=Advanced Contact history search|width=572|height=392}}
 
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|structuredtext=====Overview of workbins====
 
|structuredtext=====Overview of workbins====
{{Video|id=315553628|width=572|height=392}}
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{{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}}
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{{Video|id=343321877|Description=Finding interactions in workbins and interaction queues|width=572|height=392}}
 
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|structuredtext=====Outbound Campaign Overview====
 
|structuredtext=====Outbound Campaign Overview====
{{Video|id=405207138|width=572|height=392}}
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{{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}}
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{{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}}
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{{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}}
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{{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}}
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{{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

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

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