Hi, how can we help? Search Agent Portal and Setup Getting started Overview of the agent portalWhat I can see on my screen after I log inChanging my passwordWhat to do if I forget my login password Agent Setup Guide Signing in to my accountPortal walk throughStatus SettingsMaking an internal call to another agent or groupSelecting how I receive calls Communication Configuring audio settingsChanging my contact methodContacting a customerSearching a queue Status management Using the status barChanging my current statusIndicating if I’m available or on a breakMaking myself available on specific channels and/or queues onlyViewing the status of other agents and queues Recent activity Recent activity summaryViewing detailed statisticsQueue summary information Handling Calls Inbound Calls Answering a callHaving calls delivered to me automaticallyPick up a call that is ringing on another agent’s phoneWhat to do if I’m available but cannot receive calls Outbound Calls Calling from the Outbound panelCalling from the Quick Dial panelCalling from your saved contactsCalling from your recent calls list Call Management What I can see on my screen when I’m on a callUsing the call control buttonsTasks to complete when your call endsRecording a callTransferring a call to a third party Handling Emails Logging into your email server Handling emails Responding to an email Sending an ad-hoc email Activating an email Handling SMS Messages Sending an SMS message Sending SMS messages during webchats Handling webchats Handling webchats Responding to a webchat Using the chat control buttons Activate a webchat Pausing 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 Confirming a customer’s contact record Managing contacts Viewing a customer’s contact history Contacting a customer by email or social media 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 Overview of the agent portalWhat I can see on my screen after I log inChanging my passwordWhat to do if I forget my login password Agent Setup Guide Signing in to my accountPortal walk throughStatus SettingsMaking an internal call to another agent or groupSelecting how I receive calls Communication Configuring audio settingsChanging my contact methodContacting a customerSearching a queue Status management Using the status barChanging my current statusIndicating if I’m available or on a breakMaking myself available on specific channels and/or queues onlyViewing the status of other agents and queues Recent activity Recent activity summaryViewing detailed statisticsQueue summary information
Handling Calls Inbound Calls Answering a callHaving calls delivered to me automaticallyPick up a call that is ringing on another agent’s phoneWhat to do if I’m available but cannot receive calls Outbound Calls Calling from the Outbound panelCalling from the Quick Dial panelCalling from your saved contactsCalling from your recent calls list Call Management What I can see on my screen when I’m on a callUsing the call control buttonsTasks to complete when your call endsRecording a callTransferring a call to a third party
Handling Emails Logging into your email server Handling emails Responding to an email Sending an ad-hoc email Activating an email
Handling webchats Handling webchats Responding to a webchat Using the chat control buttons Activate a webchat Pausing 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 Confirming a customer’s contact record Managing contacts Viewing a customer’s contact history Contacting a customer by email or social media 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
