Handling a Chat Session
Incoming E-Mail Form
Replying to a Message
Expert Desktop Interface and Controls
Genesys Desktop Interface and Controls
Handling Voice CallBack Overview
Handling E-Mail Overview
Expert Desktop Interface and Controls
Genesys Desktop Interface and Controls
Desktop Terminology
Voice CallBack Interface
Using Conference
Using Transfer for Incoming and Outgoing Phone Calls
Following Up After Sending an Invitation
Inviting an Agent for E-Mail Collaboration
Working on Progressive/Predictive Mode Calls
Handling VCB Preview Mode Calls
Handling Phone Calls Overview
Voice CallBack Interface
Outbound Campaign Calls Interface
Answering Preview Mode Calls
Working on Pro-Active Preview Mode Calls
Standard Responses Library
Using Attachments
Responding to a Collaborative E-Mail Request
Actions on Stored Contact E-Mails
Responding to a Stored Collaboration Request
Handling E-Mail Overview
Outgoing E-Mail Form
Inviting an Agent for E-Mail Collaboration
Replying to a Message
Handling E-Mail Overview
Outgoing E-Mail Form
Replying to a Message
Using Reschedule
Working on Pro-Active Preview Mode Calls
Outbound Campaign Calls Interface
Using Reschedule
Outgoing Phone Call Form
Incoming Phone Call Form
Expert Desktop Secondary Controls
Standard Responses Library
Handling a Chat Session
Outgoing E-Mail Form
Incoming E-Mail Form
Chat Window Interface
Common Interaction Panes
Responding to a Collaborative E-Mail Request
Actions on Stored Contact E-Mails
Responding to a Stored Collaboration Request
Handling E-Mail Overview
Common Interaction Panes
Using Standard Responses
Opening a Message Saved as a Draft
By Agent Tab
Opening a Message Saved as a Draft
By Agent Tab
Outgoing Phone Call Form
Incoming Phone Call Form
Expert Desktop Secondary Controls
Outgoing E-Mail Form
Incoming E-Mail Form
Chat Window Interface
Creating a New Outgoing E-Mail Message
Saving an E-Mail Message for Future Handling
Adding Contacts
Editing Contacts
Creating a New Outgoing E-Mail Message
Adding Contacts
Handling VCB Dial Mode Calls
Handling VCB Preview Mode Calls
All Tab
Outgoing Phone Call Form
Finding Contact History
Opening a Message Saved as a Draft
Expert Desktop Interface and Controls
Actions on Stored Contact E-Mails
Using Spelling Checker
Standard Responses Library
Genesys Desktop Interface and Controls
Using Transfer for E-Mail Drafts
Editing Contacts
Inviting an Agent for E-Mail Collaboration
Working on Preview Mode Calls
Using Transfer for Incoming E-Mail
Using Transfer for Incoming and Outgoing Phone Calls
Opening a Message Saved as a Draft
Actions on Stored Contact E-Mails
Using Transfer for E-Mail Drafts
Expert Desktop Interface and Controls
Genesys Desktop Interface and Controls
Creating a New Outgoing E-Mail Message
Handling E-Mail Overview
Handling Phone Calls Overview
Making a New Phone Call
Using Transfer for E-Mail Drafts
Using Transfer for Outgoing E-Mail and Chat
Using Transfer for Incoming E-Mail
Creating a New Outgoing E-Mail Message
Using Spelling Checker
Handling E-Mail Overview
Handling a Chat Session
Inviting an Agent for E-Mail Collaboration
Replying to a Message
Handling Open Media Overview
Creating a New SMS Outbound In Page Mode
Handling SMS in Session Mode
Handling SMS Outbound Reply In Page Mode
Handling SMS Overview
SMS Inbound Page Mode Window Interface
SMS Outbound Page Mode Window Interface
SMS Session Mode Window Interface
Handling SMS Inbound In Page Mode
Creating a New SMS Outbound In Page Mode
SMS Outbound Page Mode Window Interface
Handling VCB Preview Mode Calls
Voice CallBack Interface
Using Common Tools Overview
Using Settings
Outgoing Phone Call Form
Incoming Phone Call Form
Expert Desktop Secondary Controls
Standard Responses Library
Outgoing E-Mail Form
Incoming E-Mail Form
Chat Window Interface
Outgoing Phone Call Form
Auto Suggest Responses
Incoming Phone Call Form
Expert Desktop Secondary Controls
Standard Responses Library
Outgoing E-Mail Form
Incoming E-Mail Form
Replying to a Message
Chat Window Interface
Outgoing Phone Call Form
Incoming Phone Call Form
Expert Desktop Secondary Controls
Outgoing E-Mail Form
Incoming E-Mail Form
Chat Window Interface
Expert Desktop Interface and Controls
Genesys Desktop Interface and Controls
Handling Outbound Campaign Calls Overview
Handling a Chat Session
Incoming E-Mail Form
Replying to a Message
Actions on Stored Contact E-Mails
Inviting an Agent for E-Mail Collaboration