CareConnect 2.0 Archives - Agent Knowledge Base

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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 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 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
ConConnect
- Logging into ConConnect
- Making an Outbound call using ConConnect
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

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CareConnect 2.0

CareConnect 2.0

CareConnect 2.0 Introduction
Enhancements and new features for CareConnect 2.0
View a patient’s details using CareConnect 2.0
Using CareConnect 2.0 to handle patients calls
Managing your status and availability using CareConnect
Sending a SMS using CareConnect

End User License Agreement