Difference between revisions of "PEC-AD/Current/Agent/ADVideos"
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{{Article | {{Article | ||
|Standalone=No | |Standalone=No | ||
| − | |DisplayName= | + | |DisplayName=Videos: Using Workspace |
| − | |TocName= | + | |TocName=Videos: Using Workspace |
| − | |Context=This collection of videos from the Genesys Vimeo channel demonstrates some of the most commonly used features of Workspace | + | |Context=This collection of videos from the [https://vimeo.com/genesysdocs/videos Genesys Vimeo channel] demonstrates some of the most commonly used features of Agent Workspace. |
|ComingSoon=No | |ComingSoon=No | ||
| − | |Platform= | + | |Platform=GenesysEngage-cloud |
| − | | | + | |Role=Agent, Supervisor |
|Section={{Section | |Section={{Section | ||
| − | |||
| − | |||
|alignment=Vertical | |alignment=Vertical | ||
| − | + | |structuredtext={{NoteFormat|Some Agent Workspace features are available only for Genesys Multicloud CX users.|1}} | |
| − | |||
| − | |structuredtext={{NoteFormat|Some Workspace | ||
| − | |||
| − | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| − | |sectionHeading=Intro to Agent | + | |sectionHeading=Intro to Agent Workspace |
|anchor=Intro | |anchor=Intro | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | | | + | |structuredtext=====Introduction to Agent Workspace 9==== |
| − | + | {{Video|id=293052774|width=572|height=392}} | |
| − | + | ====An overview of how to use Workspace==== | |
| − | {{ | + | {{Video|id=350870466|width=572|height=392}} |
| − | |||
| − | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 32: | Line 24: | ||
|anchor=Status | |anchor=Status | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | | | + | |structuredtext=====How to change your ready/not ready status==== |
| − | + | {{Video|id=274140327|width=572|height=392}} | |
| − | |||
| − | |||
| − | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 42: | Line 31: | ||
|anchor=Disconnect | |anchor=Disconnect | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | | | + | |structuredtext=====How to handle a system disconnection==== |
| − | | | + | {{Video|id=350359974|width=572|height=392}} |
| − | |structuredtext={{ | + | |Status=No |
| − | | | + | }}{{Section |
| − | | | + | |sectionHeading=Interaction Toolbar |
| + | |anchor=PinnedFloating | ||
| + | |alignment=Vertical | ||
| + | |structuredtext=====Interaction Toolbar==== | ||
| + | {{Video|id=506249784|width=286|height=196}} | ||
| + | ====How to switch to Pinned mode==== | ||
| + | {{Video|id=447565918|width=572|height=392}} | ||
| + | ====How to switch to Floating mode==== | ||
| + | {{Video|id=447232272|width=572|height=392}} | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 52: | Line 49: | ||
|anchor=Voice | |anchor=Voice | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | | | + | |structuredtext=====Basics of handling a voice call==== |
| − | + | {{Video|id=277372977|width=572|height=392}} | |
| − | + | ====How to transfer a call==== | |
| − | {{ | + | {{Video|id=350399265|width=572|height=392}} |
| − | {{ | + | ====How to transfer a call to an agent group==== |
| − | {{ | + | {{Video|id=281550253|width=572|height=392}} |
| − | {{ | + | ====How to make a conference call==== |
| − | {{ | + | {{Video|id=353566398|width=572|height=392}} |
| − | {{ | + | ====How to make a consultation call==== |
| − | | | + | {{Video|id=350385336|width=572|height=392}} |
| − | | | + | ====How to find a contact in Team Communicator==== |
| + | {{Video|id=281547811|width=572|height=392}} | ||
| + | ====How to make a new call==== | ||
| + | {{Video|id=281552034|width=572|height=392}} | ||
| + | ====How to schedule a Callback for any interaction type==== | ||
| + | {{Video|id=689289443|width=572|height=392}} | ||
| + | ====How to use the Agent Assist tab==== | ||
| + | {{Video|id=741878519|width=572|height=392}} | ||
| + | ====Using Microsoft Teams to handle internal and external calls==== | ||
| + | {{Video|id=750453438|width=572|height=392}} | ||
| + | {{Video|id=752660314|width=572|height=392}} | ||
| + | {{Video|id=752660314|width=572|height=392}} | ||
| + | {{Video|id=752984825|width=572|height=392}} | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 68: | Line 77: | ||
|anchor=Email | |anchor=Email | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | | | + | |structuredtext=====Basics of handling an email interaction==== |
| − | | | + | {{Video|id=291011976|width=572|height=392}} |
| − | + | ====Handling inbound email attachments==== | |
| − | {{ | + | {{Video|id=613857534|width=572|height=392}} |
| − | {{ | + | ====How to use interim send==== |
| − | {{ | + | {{Video|id=333840528|width=572|height=392}} |
| − | {{ | + | <!--====How to forward an email as an attachment====--> |
| − | {{ | + | <!--{{Video|id=243027495|width=572|height=392}}--> |
| − | {{ | + | ====How to forward an email in-line==== |
| − | + | {{Video|id=299325154|width=572|height=392}} | |
| − | + | ====How email QA works==== | |
| + | {{Video|id=351039187|width=572|height=392}} | ||
| + | ====How to QA review an outgoing email==== | ||
| + | {{Video|id=297754971|width=572|height=392}} | ||
| + | ====How to send a new email interaction==== | ||
| + | {{Video|id=292402969|width=572|height=392}} | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 84: | Line 98: | ||
|anchor=Chat | |anchor=Chat | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | | | + | |structuredtext=====Basics of handling a chat interaction==== |
| − | + | {{Video|id=286615890|width=572|height=392}} | |
| − | + | ====How to send weblinks in a chat interaction==== | |
| − | {{ | + | {{Video|id=287504292|width=572|height=392}} |
| − | {{ | + | ====How to handle an ongoing (asynchronous) chat interaction==== |
| − | {{ | + | {{Video|id=374662395|width=572|height=392}} |
| − | | | + | ====How to use the chat interaction Communication tab==== |
| − | | | + | {{Video|id=374664475|width=572|height=392}} |
| + | ====Asychronous Chat using the Facebook Messenger channel==== | ||
| + | {{Video|id=701993088|width=572|height=392}} | ||
| + | ====Asychronous Chat using the Twitter Direct Message channel==== | ||
| + | {{Video|id=703643512|width=572|height=392}} | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 97: | Line 115: | ||
|anchor=Workitems | |anchor=Workitems | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | |Media= | + | |structuredtext=====Basics of handling a workitem (Open Media)==== |
| − | + | {{Video|id=315553628|width=572|height=392}} | |
| − | |||
| − | |||
| − | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 107: | Line 122: | ||
|anchor=StandardResponses | |anchor=StandardResponses | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | | | + | |structuredtext=====Basics of using the Standard Responses tab==== |
| − | + | {{Video|id=289172245|width=572|height=392}} | |
| − | + | ====Using standard response shortcuts==== | |
| − | | | + | {{Video|id=430723718|width=572|height=392}} |
| − | | | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 117: | Line 131: | ||
|anchor=Contacts | |anchor=Contacts | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | | | + | |structuredtext=====Overview of the Contact Directory==== |
| − | | | + | {{Video|id=277393908|width=572|height=392}} |
| − | + | ====Finding a Contact in the Contact Directory==== | |
| − | {{ | + | {{Video|id=447175527|width=572|height=392}} |
| − | {{ | + | ====Manual versus automatic contact assignment==== |
| − | | | + | {{Video|id=378908086|width=572|height=392}} |
| − | | | + | ====Duplicate contacts==== |
| + | {{Video|id=429409323|width=572|height=392}} | ||
| + | {{Video|id=437991157|width=572|height=392}} | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 129: | Line 145: | ||
|anchor=Search | |anchor=Search | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | |||
| − | |||
|structuredtext=How to find interactions in the Interaction Database: | |structuredtext=How to find interactions in the Interaction Database: | ||
| − | + | ===My History=== | |
| − | + | ====Basic My History search==== | |
| − | ===Basic My History search=== | + | {{Video|id=297764527|width=572|height=392}} |
| − | {{ | + | ====Advanced My History search==== |
| − | ===Advanced My History search=== | + | {{Video|id=297788604|width=572|height=392}} |
| − | {{ | ||
| − | |||
| − | |||
| − | ===Basic Interaction history search=== | + | ===Interaction Search=== |
| − | {{ | + | ====Basic Interaction history search==== |
| − | ===Advanced interaction history search=== | + | {{Video|id=301308589|width=572|height=392}} |
| − | {{ | + | ====Advanced interaction history search==== |
| + | {{Video|id=301308387|width=572|height=392}} | ||
| − | + | ===Contact History=== | |
| − | ===Basic Contact history search=== | + | ====Contact History tab==== |
| − | {{ | + | {{Video|id=277370607|width=572|height=392}} |
| − | ===Advanced Contact history search=== | + | ====Basic Contact history search==== |
| − | {{ | + | {{Video|id=301308224|width=572|height=392}} |
| − | + | ====Advanced Contact history search==== | |
| − | + | {{Video|id=301308046|width=572|height=392}} | |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 160: | Line 172: | ||
|anchor=Workbins | |anchor=Workbins | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | | | + | |structuredtext=====Overview of workbins==== |
| − | + | {{Video|id=315553628|width=572|height=392}} | |
| − | + | ====Finding interactions in workbins and interaction queues==== | |
| − | {{ | + | {{Video|id=343321877|width=572|height=392}} |
| − | ===Finding interactions in workbins and interaction queues=== | + | ====How to use My Team Workbins==== |
| − | {{ | + | {{Video|id=328547694|width=572|height=392}} |
| − | | | ||
| − | | | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 173: | Line 183: | ||
|anchor=Outbound | |anchor=Outbound | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | | | + | |structuredtext=====Outbound Campaign Overview==== |
| − | + | {{Video|id=405207138|width=572|height=392}} | |
| − | + | ====Automatic record retrieval (Predictive and Progressive)==== | |
| − | {{ | + | {{Video|id=406294195|width=572|height=392}} |
| − | ===Automatic record retrieval (Predictive and Progressive)=== | + | ====Manual record retrieval (Preview)==== |
| − | {{ | + | {{Video|id=405941861|width=572|height=392}} |
| − | ===Manual record retrieval (Preview)=== | + | ====Semi-automatic record retrieval (Push-preview)==== |
| − | {{ | + | {{Video|id=407267426|width=572|height=392}} |
| − | ===Semi-automatic record retrieval (Push-preview)=== | + | ====Semi-automatic record retrieval (Direct Push-Preview)==== |
| − | {{ | + | {{Video|id=400728626|width=572|height=392}} |
| − | ===Semi-automatic record retrieval (Direct Push-Preview)=== | ||
| − | {{ | ||
| − | |||
| − | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|anchor=Whatnext | |anchor=Whatnext | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | + | |structuredtext=*{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Workspace}} | |
| − | |||
| − | |structuredtext=*{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent | ||
*{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}} | *{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}} | ||
| − | |||
| − | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|anchor=Top5topics | |anchor=Top5topics | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | |||
| − | |||
|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 | + | #{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Workspace}} |
#{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}} | #{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}} | ||
#{{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}} | ||
| − | |||
| − | |||
|Status=No | |Status=No | ||
}} | }} | ||
}} | }} | ||
Latest revision as of 14:46, September 26, 2022
This topic is part of the manual Agent Workspace Agent's Guide for version Current of Agent Workspace.
Contents
- 1 Intro to Agent Workspace
- 2 Managing Your Status
- 3 Dealing with Disconnections
- 4 Interaction Toolbar
- 5 Handling a Call
- 5.1 Basics of handling a voice call
- 5.2 How to transfer a call
- 5.3 How to transfer a call to an agent group
- 5.4 How to make a conference call
- 5.5 How to make a consultation call
- 5.6 How to find a contact in Team Communicator
- 5.7 How to make a new call
- 5.8 How to schedule a Callback for any interaction type
- 5.9 How to use the Agent Assist tab
- 5.10 Using Microsoft Teams to handle internal and external calls
- 6 Handling Email
- 7 Handling Chat
- 7.1 Basics of handling a chat interaction
- 7.2 How to send weblinks in a chat interaction
- 7.3 How to handle an ongoing (asynchronous) chat interaction
- 7.4 How to use the chat interaction Communication tab
- 7.5 Asychronous Chat using the Facebook Messenger channel
- 7.6 Asychronous Chat using the Twitter Direct Message channel
- 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 Agent Workspace.
Related documentation:
Important
Some Agent Workspace features are available only for Genesys Multicloud CX users.Intro to Agent Workspace
Introduction to Agent Workspace 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
Interaction Toolbar
Interaction Toolbar
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
How to schedule a Callback for any interaction type
How to use the Agent Assist tab
Using Microsoft Teams to handle internal and external calls
Handling Email
Basics of handling an email interaction
Handling inbound email attachments
How to use interim send
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
Asychronous Chat using the Facebook Messenger channel
Asychronous Chat using the Twitter Direct Message channel
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
Duplicate 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
Contact History tab
Basic Contact history search
Advanced Contact history search
Workbins
Overview of workbins
Finding interactions in workbins and interaction queues
How to use My Team Workbins
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!