"How To" Videos
From Genesys Documentation
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
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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