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Handling Calls
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Handling Emails
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Contacts
Agent Knowledge Base
Release Notes
1 Article
Latest Release Notes
Getting started
23 Articles
Viewing summary information for queues in my group(s)
Agent Setup Guide
Configuring audio settings
Logging into your email server
More Articles
Handling Calls
10 Articles
What to do if I'm available but cannot receive calls
Viewing recent calls
Recording a call
Transferring a call to a third party
More Articles
Handling Emails
12 Articles
Viewing the activity timeline of an email
Forwarding and email
Viewing the history of an email
Returning or transferring an item to a queue
More Articles
Handling SMS Messages
2 Articles
Sending SMS messages during webchats
Sending an SMS message
Handling webchats
13 Articles
Extending or ending my wrapup time
Using the chat control buttons
Sending a chat history to the webclient
Flagging a webchat as abusive
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Handling Payments
4 Articles
Managing Live Payments
Taking, sending or refunding a payment
Taking pending payment transactions from queues
Viewing payment transactions
Third-party CRM Platforms
1 Subcategory
Care Connect
4 Articles
5 Articles
Troubleshooting
Using the Contact softphone within Zendesk
Using the Contact softphone within MS Dynamics
Using the Contact softphone within Salesforce
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Scheduled calls
5 Articles
Making a scheduled callback
Viewing and changing times for scheduled callbacks
Scheduling a callback between calls
Scheduling a callback for the current call
More Articles
Contacts
9 Articles
Calling from your saved contacts
Contacting a customer by email or social media
Calling directly from your saved contacts
Viewing a customer’s contact history
More Articles
Recent activity
3 Articles
Viewing detailed statistics
Viewing a summary of your activity today
Recent activity
Feedback
1 Article
Feedback
Other Knowledge Bases
2 Articles
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