"How To" Videos

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

[+] Show video: Logging in to Workspace

• Using the status controls

[+] Show video: Status Controls

• Quick tour of the Main Window

[+] Show video: Main View Overview

Handling voice calls

• Taking a Voice Call

[+] Watch video: Taking a Voice Call

• Transferring a call to an Agent Group

[+] Watch video: Transferring to an Agent Group

• How to make a new call

[+] Watch video: Finding a Contact

Using a web phone

• Web Phone Browser Communications Overview

[+] Watch video: Using a Web Phone

• Using the Browser Communications Diagnostics Tool to Troubleshoot Call Quality Problems-147041627

[+] Watch video: Troubleshooting call quality issues

Outbound Campaigns

• Overview

[+] Show video: Outbound Campaign Overview

• Automatic record retrieval (Predictive and Progressive Campaigns)

[+] Show video: Automatic Mode

• Manual record retrieval (Preview Campaigns)

[+] Show video: Manual Mode

Handling email

• Receiving a new email

[+] Show video: Receiving a new email

• Sending an outgoing email

[+] Watch video: Sending an email

Handling chats

• Handing a chat interaction with a customer

[+] Show video: Handling a chat

• Sending a URL to your customer

[+] Show video: Sending weblinks to your contact

Finding and managing contacts and interactions

• Contact History Tab

[+] Show video: Contact History

• How to find a contact using the Team Communicator

[+] Watch video: Finding a Contact

• Contact Directory Overview

[+] Show video: Contact Directory Overview

• Finding Contacts using Quick Search

[+] Watch video: Contact Directory Quick Search

• How to view details as a grid or list in the Contact Directory

[+] Show video: Contact Directory Viewing Details as a Grid or a List

• How to call or email a contact using the Contact Directory

[+] Show video: Contact Directory Phone and E-mail

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