Agent Setup Guide Archives - Horizon Contact Agent

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Agent Portal and Setup

Getting started
Communication
Status management
Recent activity

Handling Calls

Inbound Calls
Outbound Calls
Call Management

Handling Emails

Logging into your email server
Handling emails
Responding to an email
Sending an ad-hoc email
Activating an email
Forwarding and email
Parking 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

Handling webchats
Responding to a webchat
Using the chat control buttons
Activate a webchat
Pausing a webchat
Inserting a template
Classifying a webchat
Extending or ending my wrapup time
Contacting a customer via the current chat session
Deciding which queue’s items to take first
Viewing pending webchats and taking webchats from queue(s)
Returning or transferring an item to a queue
Sending a chat history to the webclient
Flagging a webchat as abusive

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
Troubleshooting
Care Connect

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