Agent Portal and Setup Getting started Overview of the agent portal 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 Signing in to my account 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 Queue summary information
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 What to do if I’m available but cannot receive calls 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 and email Parking an email Inserting text blocks Selecting email attachments Viewing and taking pending emails from queues
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
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 Care Connect introduction Making outbound calls to patients Receiving patient’s calls Searching for patient’s details
