Hi, how can we help? Search When autocomplete results are available use up and down arrows to review and enter to go to the desired page. Touch device users, explore by touch or with swipe gestures. Agent Portal and Setup Getting started Signing in to my accountOverview of the agent portalWhat to do if I forget my login passwordWhat I can see on my screen after I log inChanging my password Communication Selecting how I receive callsChanging my contact methodMaking an internal call to another agent or groupContacting a customerSearching a queue Status management Using the status barIndicating when I’m availableMaking myself available on specific channels and/or queues onlyIndicating when I’m on a breakChanging my current status Recent activity Recent activityViewing a summary of your activity todayViewing detailed statistics Group information Viewing the current status of other agents in my group(s)Viewing the current status of other queues in my group(s)Viewing summary information for queues in my group(s) Handling Calls Answering a call Tasks to complete when your call ends Making outbound calls Receiving desktop notifications What I can see on my screen when I’m on a call Handling Emails Handling emails Viewing and taking pending emails from queues Deciding which queue’s items to take first Responding to an email Activating an email Handling SMS Messages Sending an SMS message Sending SMS messages during webchats Handling webchats Returning or transferring an item to a queue Handling webchats Viewing pending webchats and taking webchats from queue(s) Deciding which queue’s items to take first Responding to a webchat Handling Payments Managing Live Payments Taking, sending or refunding a payment Taking pending payment transactions from queues Viewing payment transactions Scheduled calls Scheduled calls Scheduling a callback for the current call Scheduling a callback between calls Viewing and changing times for scheduled callbacks Making a scheduled callback Contacts Managing contacts Looking up a customer’s contact record Creating a new contact record Confirming a customer’s contact record Updating a customer’s details Third-party CRM Platforms Third-party CRM platforms overview Using the Contact softphone within Salesforce Using the Contact softphone within MS Dynamics Using the Contact softphone within Zendesk Troubleshooting Care Connect Care Connect introductionMaking outbound calls to patientsReceiving patient’s callsSearching for patient’s details How are we doing?We’re always looking for ways to improve our training to make life easier for you. If you have any thoughts, questions or ideas please drop us some feedback and we’ll work our magic!Let us know
Agent Portal and Setup Getting started Signing in to my accountOverview of the agent portalWhat to do if I forget my login passwordWhat I can see on my screen after I log inChanging my password Communication Selecting how I receive callsChanging my contact methodMaking an internal call to another agent or groupContacting a customerSearching a queue Status management Using the status barIndicating when I’m availableMaking myself available on specific channels and/or queues onlyIndicating when I’m on a breakChanging my current status Recent activity Recent activityViewing a summary of your activity todayViewing detailed statistics Group information Viewing the current status of other agents in my group(s)Viewing the current status of other queues in my group(s)Viewing summary information for queues in my group(s)
Handling Calls Answering a call Tasks to complete when your call ends Making outbound calls Receiving desktop notifications What I can see on my screen when I’m on a call
Handling Emails Handling emails Viewing and taking pending emails from queues Deciding which queue’s items to take first Responding to an email Activating an email
Handling webchats Returning or transferring an item to a queue Handling webchats Viewing pending webchats and taking webchats from queue(s) Deciding which queue’s items to take first Responding to a webchat
Handling Payments Managing Live Payments Taking, sending or refunding a payment Taking pending payment transactions from queues Viewing payment transactions
Scheduled calls Scheduled calls Scheduling a callback for the current call Scheduling a callback between calls Viewing and changing times for scheduled callbacks Making a scheduled callback
Contacts Managing contacts Looking up a customer’s contact record Creating a new contact record Confirming a customer’s contact record Updating a customer’s details
Third-party CRM Platforms Third-party CRM platforms overview Using the Contact softphone within Salesforce Using the Contact softphone within MS Dynamics Using the Contact softphone within Zendesk Troubleshooting Care Connect Care Connect introductionMaking outbound calls to patientsReceiving patient’s callsSearching for patient’s details