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Agent Knowledge Base
Release Notes
Agent Knowledge Base

Agent Portal and Setup

  • Getting started
    • Your Inbox
    • Agent Portal Overview
    • What I can see on my screen after I log in
    • Changing my password
    • What to do if I forget my login password
    • Agent Setup Guide
      • How to log in
      • Portal walk through
      • Status Settings
      • Making an internal call to another agent or group
      • Selecting how I receive calls
  • Communication
    • Configuring audio settings
    • Changing my contact method
    • Contacting a customer
    • Searching a queue
  • Status management
    • Using the status bar
    • Changing my current status
    • Indicating if I’m available or on a break
    • Making myself available on specific channels and/or queues only
    • Viewing the status of other agents and queues
  • Recent activity
    • Recent activity summary
    • Viewing detailed statistics
    • Viewing summary information for queues in my group(s)

Handling Calls

  • Inbound Calls
    • Answering a call
    • Having calls delivered to me automatically
    • Pick up a call that is ringing on another agent’s phone
  • Outbound Calls
    • Calling from the Outbound panel
    • Calling from the Quick Dial panel
    • Calling from your saved contacts
    • Calling from your recent calls list
  • Call Management
    • What I can see on my screen when I’m on a call
    • Using the call control buttons
    • Tasks to complete when your call ends
    • Recording a call
    • Transferring a call to a third party
    • Viewing recent calls
    • Receiving desktop notifications
    • Agent Scripts for calls

Handling Emails

  • Logging into your email server
  • Handling emails
  • Responding to an email
  • Sending an ad-hoc email
  • Activating an email
  • Forwarding an email
  • Parking an email
  • Classifying an email
  • Inserting text blocks
  • Selecting email attachments
  • Viewing and taking pending emails from queues
  • Deciding which queue’s items to take first
  • Returning or transferring an item to a queue
  • Viewing the history of an email
  • Viewing the activity timeline of an email

Handling SMS Messages

  • Sending an SMS message
  • Sending SMS messages during webchats

Handling Webchats

  • Introduction to Webchat
  • Using Webchat
  • Using Webchat Templates
  • Activating and Parking a Webchat
  • Transferring Webchats
  • Classify and Wrap-up a Webchat
  • Sharing Chat History with a Customer
  • Webchat
    • Handling webchats
    • Responding to a webchat
    • Activate a webchat
    • Sending a chat history to the webclient
    • Flagging a webchat as abusive
    • Returning or transferring an item to a queue
    • Viewing pending webchats and taking webchats from queue(s)
    • Deciding which queue’s items to take first
    • Contacting a customer via the current chat session
    • Pausing a webchat
    • Using the chat control buttons
    • Extending or ending my wrapup time
    • Inserting a template
    • Classifying 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
  • Looking up a customer’s contact record
  • Creating a new contact record

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
  • CRM Troubleshooting
  • CareConnect
    • CareConnect introduction
    • Making outbound calls to patients
    • Receiving patient’s calls
    • Searching for patient’s details
  • ConConnect
    • Logging into ConConnect
    • Making an Outbound call using ConConnect
  • CareConnect 2.0
    • Enhancements and new features for CareConnect 2.0

Troubleshooting

  • Capturing intermittent faults using Bug Tracking
  • Troubleshooting issues with receiving calls
  • Checks to resolve issues with WebRTC
  • Diagnosing Call Quality Issues with WebRTC Diagnostics
  • Home
  • Docs
  • Logging into CareConnect 2.0
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Logging into CareConnect 2.0

Note: The CareConnect update is currently in a Beta phase and only available to select Customers.

In order to log into the new version of CareConnect your admin will need to have installed the updated file on your device. You should then be able to search for CareConnect in your applications and open the software.

Connect to CareConnect #

In order to connect to CareConnect you need to:

  • Have opened EMIS or SystmOne and have logged in using your credentials

In the previous version of CareConnect you would need to also have logged into the Horizon Contact agent portal. With the new updates logging into CareConnect will also log you into Horizon Contact.

Log in to CareConnect #

You can log into CareConnect using your Horizon Contact username and password. Once logged in you will be able to make use of the enhanced features and new functionality.

What do you think? #

We’d really value your feedback on the updated CareConnect. Please take a moment to share your thoughts using our feedback form.

How did you find this training?
Table of Contents
  • Connect to CareConnect
  • Log in to CareConnect
  • What do you think?

End User License Agreement