Maintaining Contact History
Editing Contacts
Handling VCB Dial Mode Calls
Working on Progressive/Predictive Mode Calls
Outgoing Phone Call Form
Handling VCB Preview Mode Calls
Handling Phone Calls Overview
Incoming Phone Call Form
Editing Contact Information
Confirming Call Status
Voice CallBack Interface
Outbound Campaign Calls Interface
Making a New Phone Call
Handling a Chat Session
Incoming E-Mail Form
Working on Preview Mode Calls
Answering Preview Mode Calls
Replying to a Message
Chat Window Interface
Confirming Call Status
Rerouting a Call
Answering Preview Mode Calls
Actions on Stored Contact E-Mails
Adding Contacts
Attached data
Inviting an Agent for E-Mail Collaboration
Replying to a Message
Expert Desktop Interface and Controls
Genesys Desktop Interface and Controls
Outgoing Phone Call Form
Expert Desktop Interface and Controls
Genesys Desktop Interface and Controls
Expert Desktop Interface and Controls
Genesys Desktop Interface and Controls
Working on Preview Mode Calls
Expert Desktop Interface and Controls
Incoming Phone Call Form
Genesys Desktop Interface and Controls
Expert Desktop Interface and Controls
Incoming Phone Call Form
Genesys Desktop Interface and Controls
Expert Desktop Interface and Controls
Genesys Desktop Interface and Controls
Incoming Phone Call Form
Expert Desktop Secondary Controls
Handling a Chat Session
Outgoing E-Mail Form
Answering Preview Mode Calls
Using Notepad
Actions on Stored Contact E-Mails
Merging Contact History
Expert Desktop Interface and Controls
Genesys Desktop Interface and Controls
Expert Desktop Interface and Controls
Genesys Desktop Interface and Controls
Expert Desktop Interface and Controls
Genesys Desktop Interface and Controls
Handling an Open Media Interaction
Open Media Window Interface
Opening a Message Saved as a Draft
Handling a Chat Session
Incoming E-Mail Form
All Tab
Finding Contact History
Draft E-Mail Management Overview
Using Contact History Overview
Using Add and Get Chain
SMS Outbound Page Mode Window Interface
Working on Progressive/Predictive Mode Calls
Handling Phone Calls Overview
Outbound Campaign Calls Interface
Working on Progressive/Predictive Mode Calls
Expert Desktop Interface and Controls
Genesys Desktop Interface and Controls
Working on Preview Mode Calls
Expert Desktop Interface and Controls
Using Reschedule
Using Add and Get Chain
Genesys Desktop Interface and Controls
Handling Outbound Campaign Calls Overview
Using Reschedule
Outbound Campaign Calls Interface
Outgoing Phone Call Form
Responding to a Collaborative E-Mail Request
Creating a New Outgoing E-Mail Message
Opening a Message Saved as a Draft
Expert Desktop Interface and Controls
Actions on Stored Contact E-Mails
Standard Responses Library
Genesys Desktop Interface and Controls
Using Transfer for E-Mail Drafts
Key to Contact History Icons
Outgoing E-Mail Procedures Overview
Responding to a Stored Collaboration Request
Handling E-Mail Overview
Outgoing E-Mail Form
Using Transfer for Outgoing E-Mail and Chat
Using Transfer for Incoming E-Mail
Using Attachments
Responding to a Collaborative E-Mail Request
Creating a New Outgoing E-Mail Message
Opening a Message Saved as a Draft
Actions on Stored Contact E-Mails
Standard Responses Library
Using Transfer for E-Mail Drafts
Responding to a Stored Collaboration Request
Handling E-Mail Overview
Outgoing E-Mail Form
Using Transfer for Outgoing E-Mail and Chat
Using Transfer for Incoming E-Mail
Using Attachments
Creating a New Outgoing E-Mail Message
Using Spelling Checker
Adding Contacts
Outgoing E-Mail Form
Incoming E-Mail Form
Using Transfer for Outgoing E-Mail and Chat
Using Attachments
Replying to a Message
Outgoing Phone Call Form
Genesys Desktop Interface and Controls
Using Transfer for Incoming and Outgoing Phone Calls
Creating a New SMS Outbound In Page Mode
Handling SMS Outbound Reply In Page Mode
Handling SMS Inbound In Page Mode
SMS Outbound Page Mode Window Interface
Handling VCB Dial Mode Calls
Handling VCB Preview Mode Calls
Using Add and Get Chain
Voice CallBack Interface
Using Transfer for Incoming and Outgoing Phone Calls
Expert Desktop Interface and Controls
Phone Call Form Interface Overview
Handling Phone Calls Overview
Incoming Phone Call Form
Making a New Phone Call
Rerouting a Call
Phone Call Form Interface Overview
Handling Phone Calls Overview
Outgoing Phone Call Form
Incoming Phone Call Form
Using Common Tools Overview
Using Settings
Expert Desktop Interface and Controls
Genesys Desktop Interface and Controls
Handling a Chat Session
Incoming E-Mail Form
Replying to a Message
Chat Window Interface
Working on Progressive/Predictive Mode Calls
Outbound Campaign Calls Interface
Handling VCB Preview Mode Calls
Working on Preview Mode Calls
Handling Web Callback Preview Mode Calls
Answering Customer Direct Calls
Answering Preview Mode Calls
Answering Preview Mode Calls
Handling Web Callback Preview Mode Calls
Working on Preview Mode Calls
Answering Preview Mode Calls
Handling Web Callback Preview Mode Calls
Outgoing Phone Call Form
Auto Suggest Responses
Incoming Phone Call Form
Expert Desktop Secondary Controls
Standard Responses Library
Handling a Chat Session
Outgoing E-Mail Form
Incoming E-Mail Form
Replying to a Message
Chat Window Interface
Expert Desktop Interface and Controls
Genesys Desktop Interface and Controls
Working on Progressive/Predictive Mode Calls
Outbound Campaign Calls Interface
Video Session Window Interface
Using Push Video