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| − | = | + | ="How To" Videos= |
| − | |||
__TOC__ | __TOC__ | ||
| − | + | This topic features a collection of videos from the Genesys Vimeo channel that demonstrate some of the most commonly used features of Workspace Agent Desktop. | |
| − | + | ==Logging in and going Ready== | |
| − | + | * Logging in to Workspace Agent Desktop | |
| − | * | ||
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Logging in to Workspace" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=120393922|width=572|height=392}} | {{#widget:Vimeo|id=120393922|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * Using the status controls |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Status Controls" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=120393750|width=572|height=392}} | {{#widget:Vimeo|id=120393750|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * Quick tour of the Main Window |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Main View Overview" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=120393836|width=572|height=392}} | {{#widget:Vimeo|id=120393836|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | + | ==Handling voice calls== | |
| − | + | * Taking a Voice Call | |
| − | * | ||
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Watch video: Taking a Voice Call" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=126529978|width=572|height=392}} | {{#widget:Vimeo|id=126529978|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * Transferring a call to an Agent Group |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Watch video: Transferring to an Agent Group" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=132448558|width=572|height=392}} | {{#widget:Vimeo|id=132448558|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * How to make a new call |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Watch video: Finding a Contact" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=120393608|width=572|height=392}} | {{#widget:Vimeo|id=120393608|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * How to mute/unmute and control the volume of a call |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Watch video: Controlling your microphone and speakers" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=211393400|width=572|height=392}} | {{#widget:Vimeo|id=211393400|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | + | ==Using a web phone== | |
| − | + | * Web Phone Browser Communications Overview | |
| − | * | ||
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Watch video: Using a Web Phone" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=147246511|width=572|height=392}} | {{#widget:Vimeo|id=147246511|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * Using the Browser Communications Diagnostics Tool to Troubleshoot Call Quality Problems-147041627 |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Watch video: Troubleshooting call quality issues" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=147041627|width=572|height=392}} | {{#widget:Vimeo|id=147041627|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | + | ==Outbound Campaigns== | |
| − | + | Here are four tutorial videos that give you a quick overview of being an agent in an Outbound Campaign. The first video introduces Outbound Campaigns, the second demonstrates Predictive and Progressive (automatic) campaigns, the third demonstrates Preview (manual) campaigns, and the fourth demonstrates Push-Preview (semi-automatic) campaigns. | |
| − | * | + | * Overview |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Outbound Campaign Overview" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=169314660|width=572|height=392}} | {{#widget:Vimeo|id=169314660|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * Automatic record retrieval (and scheduling a callback) |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Automatic Mode" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=169628530|width=572|height=392}} | {{#widget:Vimeo|id=169628530|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * Manual record retrieval |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Manual Mode" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=170052030|width=572|height=392}} | {{#widget:Vimeo|id=170052030|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | + | * Semi-automatic record retrieval | |
| − | |||
| − | * | ||
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Semi-automatic Mode" hidetext="[-] Hide video"> |
| + | {{#widget:Vimeo|id=233393949|width=572|height=392}} | ||
| + | </toggledisplay><br> | ||
| + | |} | ||
| + | |||
| + | ==Handling email== | ||
| + | * Receiving a new email | ||
| + | {| class="no-border" | ||
| + | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Receiving a new email" hidetext="[-] Hide video"> | ||
{{#widget:Vimeo|id=213151797|width=572|height=392}} | {{#widget:Vimeo|id=213151797|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * Sending an outgoing email |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Watch video: Sending an email" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=120393437|width=572|height=392}} | {{#widget:Vimeo|id=120393437|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | + | ==Handling chats== | |
| − | == | + | * Handing a chat interaction with a customer |
| − | * | ||
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Handling a chat" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=126529975|width=572|height=392}} | {{#widget:Vimeo|id=126529975|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * Sending a URL to your customer |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Sending weblinks to your contact" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=167829168|width=572|height=392}} | {{#widget:Vimeo|id=167829168|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | + | ==Handling Workitems== | |
| − | + | * Handing a workitem interaction | |
| − | * | ||
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Handling a workitem" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=195880194|width=572|height=392}} | {{#widget:Vimeo|id=195880194|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | + | ==Finding and managing contacts== | |
| − | + | * How to find a contact using the Team Communicator | |
| − | * | ||
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Watch video: Finding a Contact" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=120393686|width=572|height=392}} | {{#widget:Vimeo|id=120393686|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * Contact Directory Overview |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Contact Directory Overview" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=120394136|width=572|height=392}} | {{#widget:Vimeo|id=120394136|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * Finding Contacts using Quick Search |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Watch video: Contact Directory Quick Search" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=76532218|width=572|height=392}} | {{#widget:Vimeo|id=76532218|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * How to view details as a grid or list in the Contact Directory |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Contact Directory Viewing Details as a Grid or a List" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=120394009|width=572|height=392}} | {{#widget:Vimeo|id=120394009|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * How to call or email a contact using the Contact Directory |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Contact Directory Phone and E-mail" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=120394073|width=572|height=392}} | {{#widget:Vimeo|id=120394073|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | + | ==Finding Interactions== | |
| − | + | * Contact History Tab | |
| − | * | ||
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Contact History" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=120394265|width=572|height=392}} | {{#widget:Vimeo|id=120394265|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * Contact History Quick Search |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Contact History:Quick Search" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=190299410|width=572|height=392}} | {{#widget:Vimeo|id=190299410|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * Contact History Advanced Search |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Contact History: Advanced Search" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=190299234|width=572|height=392}} | {{#widget:Vimeo|id=190299234|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * My History Quick Search |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: My History: Quick Search" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=190299555|width=572|height=392}} | {{#widget:Vimeo|id=190299555|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * My History Advanced Search |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: My History: Advanced Search" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=190299503|width=572|height=392}} | {{#widget:Vimeo|id=190299503|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * Interaction Search Quick Search |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Interaction Search: Quick Search" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=190282216|width=572|height=392}} | {{#widget:Vimeo|id=190282216|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | * | + | * Interaction Search Advanced Search |
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Interaction Search: Advanced Search" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=190281632|width=572|height=392}} | {{#widget:Vimeo|id=190281632|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | + | ==Browser history== | |
| − | + | * Viewing the Browser History of Your Customers | |
| − | * | ||
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Watch video: Viewing the Browser History of Your Customers" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=132244693|width=572|height=392}} | {{#widget:Vimeo|id=132244693|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | + | ==Instant Messaging in your organization== | |
| − | + | * Sending and receiving texts with others in your organization | |
| − | * | ||
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Watch video: Texting with others in your organization" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=149192714|width=572|height=392}} | {{#widget:Vimeo|id=149192714|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
|} | |} | ||
| − | + | ==Using supervisor features== | |
| − | + | Supervisors can use the Team Lead Workbins | |
| − | + | * Team Lead Workbins Overview | |
| − | * | ||
{| class="no-border" | {| class="no-border" | ||
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | | style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]] | ||
| − | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] | + | | style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Watch video: Team Lead Workbins Overview" hidetext="[-] Hide video"> |
{{#widget:Vimeo|id=129008359|width=572|height=392}} | {{#widget:Vimeo|id=129008359|width=572|height=392}} | ||
</toggledisplay><br> | </toggledisplay><br> | ||
Version du octobre 24, 2017 à 17:40
"How To" Videos
Sommaire
- 1 "How To" Videos
- 1.1 Logging in and going Ready
- 1.2 Handling voice calls
- 1.3 Using a web phone
- 1.4 Outbound Campaigns
- 1.5 Handling email
- 1.6 Handling chats
- 1.7 Handling Workitems
- 1.8 Finding and managing contacts
- 1.9 Finding Interactions
- 1.10 Browser history
- 1.11 Instant Messaging in your organization
- 1.12 Using supervisor features
This topic features a collection of videos from the Genesys Vimeo channel that demonstrate some of the most commonly used features of Workspace Agent Desktop.
Logging in and going Ready
- Logging in to Workspace Agent Desktop
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[+] Show video: Logging in to Workspace |
- Using the status controls
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[+] Show video: Status Controls |
- Quick tour of the Main Window
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[+] Show video: Main View Overview |
Handling voice calls
- Taking a Voice Call
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|
[+] Watch video: Taking a Voice Call |
- Transferring a call to an Agent Group
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|
[+] Watch video: Transferring to an Agent Group |
- How to make a new call
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[+] Watch video: Finding a Contact |
- How to mute/unmute and control the volume of a call
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[+] Watch video: Controlling your microphone and speakers |
Using a web phone
- Web Phone Browser Communications Overview
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|
[+] Watch video: Using a Web Phone |
- Using the Browser Communications Diagnostics Tool to Troubleshoot Call Quality Problems-147041627
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[+] Watch video: Troubleshooting call quality issues |
Outbound Campaigns
Here are four tutorial videos that give you a quick overview of being an agent in an Outbound Campaign. The first video introduces Outbound Campaigns, the second demonstrates Predictive and Progressive (automatic) campaigns, the third demonstrates Preview (manual) campaigns, and the fourth demonstrates Push-Preview (semi-automatic) campaigns.
- Overview
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[+] Show video: Outbound Campaign Overview |
- Automatic record retrieval (and scheduling a callback)
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[+] Show video: Automatic Mode |
- Manual record retrieval
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[+] Show video: Manual Mode |
- Semi-automatic record retrieval
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[+] Show video: Semi-automatic Mode |
Handling email
- Receiving a new email
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[+] Show video: Receiving a new email |
- Sending an outgoing email
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[+] Watch video: Sending an email |
Handling chats
- Handing a chat interaction with a customer
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[+] Show video: Handling a chat |
- Sending a URL to your customer
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[+] Show video: Sending weblinks to your contact |
Handling Workitems
- Handing a workitem interaction
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[+] Show video: Handling a workitem |
Finding and managing contacts
- How to find a contact using the Team Communicator
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[+] Watch video: Finding a Contact |
- Contact Directory Overview
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[+] Show video: Contact Directory Overview |
- Finding Contacts using Quick Search
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[+] Watch video: Contact Directory Quick Search |
- How to view details as a grid or list in the Contact Directory
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[+] Show video: Contact Directory Viewing Details as a Grid or a List |
- How to call or email a contact using the Contact Directory
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[+] Show video: Contact Directory Phone and E-mail |
Finding Interactions
- Contact History Tab
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[+] Show video: Contact History |
- Contact History Quick Search
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[+] Show video: Contact History:Quick Search |
- Contact History Advanced Search
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[+] Show video: Contact History: Advanced Search |
- My History Quick Search
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[+] Show video: My History: Quick Search |
- My History Advanced Search
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[+] Show video: My History: Advanced Search |
- Interaction Search Quick Search
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[+] Show video: Interaction Search: Quick Search |
- Interaction Search Advanced Search
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|
[+] Show video: Interaction Search: Advanced Search |
Browser history
- Viewing the Browser History of Your Customers
|
|
[+] Watch video: Viewing the Browser History of Your Customers |
Instant Messaging in your organization
- Sending and receiving texts with others in your organization
|
|
[+] Watch video: Texting with others in your organization |
Using supervisor features
Supervisors can use the Team Lead Workbins
- Team Lead Workbins Overview
|
|
[+] Watch video: Team Lead Workbins Overview |
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