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

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Revision as of 17:36, June 30, 2020

This topic is part of the manual Agent Desktop Agent's Guide for version Current of Agent Desktop.

This collection of videos from the Genesys Vimeo channel demonstrates some of the most commonly used features of Workspace Agent Desktop.

Important
Some Workspace Agent Desktop features are available only for PureEngage Cloud users.

Intro to Agent Desktop

Managing Your Status

Dealing with Disconnections

Handling a Call

Handling Email

Handling Chat

Handling Workitems (Open Media)

Using Standard Responses

Managing Contacts

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

Finding interactions in workbins and interaction queues

Outbound Calling Campaigns

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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