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="How To" Videos=
 
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|context=This topic features a collection of videos from the Genesys Vimeo channel that demonstrate some of the most commonly used features of Workspace Agent Desktop.
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|context=A collection of videos from the Genesys Vimeo channel that demonstrate some of the most commonly used features of Workspace Agent Desktop.
 
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{{NoteFormat|Some Workspace Agent Desktop features are available only for PureEngage Cloud users.|1}}
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{{NoteFormat|Some Workspace Agent Desktop features are available only for Genesys Engage cloud users.|1}}
 
{{AnchorDiv|Intro}}
 
{{AnchorDiv|Intro}}
 
==Intro to Agent Desktop==
 
==Intro to Agent Desktop==
 
{{#widget:Vimeo|id=293052774|width=572|height=392}}
 
{{#widget:Vimeo|id=293052774|width=572|height=392}}
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{{#widget:Vimeo|id=350870466|width=572|height=392}}
 
{{AnchorDiv|Status}}
 
{{AnchorDiv|Status}}
 
==Managing Your Status==
 
==Managing Your Status==
 
{{#widget:Vimeo|id=274140327|width=572|height=392}}
 
{{#widget:Vimeo|id=274140327|width=572|height=392}}
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{{AnchorDiv|Disocnnect}}
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==Dealing with Disconnections==
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{{#widget:Vimeo|id=350359974|width=572|height=392}}
 
{{AnchorDiv|Voice}}
 
{{AnchorDiv|Voice}}
 
==Handling a Call==
 
==Handling a Call==
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{{#widget:Vimeo|id=274154645|width=572|height=392}}
 
 
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{{#widget:Vimeo|id=281547811|width=572|height=392}}
 
{{#widget:Vimeo|id=281547811|width=572|height=392}}
 
{{#widget:Vimeo|id=281552034|width=572|height=392}}
 
{{#widget:Vimeo|id=281552034|width=572|height=392}}
 
{{AnchorDiv|Email}}
 
{{AnchorDiv|Email}}
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==Handling Email==
 
==Handling Email==
 
{{#widget:Vimeo|id=291011976|width=572|height=392}}
 
{{#widget:Vimeo|id=291011976|width=572|height=392}}
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{{#widget:Vimeo|id=333840528|width=572|height=392}}
 
{{#widget:Vimeo|id=243027495|width=572|height=392}}
 
{{#widget:Vimeo|id=243027495|width=572|height=392}}
 
{{#widget:Vimeo|id=299325154|width=572|height=392}}
 
{{#widget:Vimeo|id=299325154|width=572|height=392}}
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{{#widget:Vimeo|id=297754971|width=572|height=392}}
 
{{#widget:Vimeo|id=292402969|width=572|height=392}}
 
{{#widget:Vimeo|id=292402969|width=572|height=392}}
 
{{AnchorDiv|Chat}}
 
{{AnchorDiv|Chat}}
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==Handling Chat==
 
==Handling Chat==
 
{{#widget:Vimeo|id=286615890|width=572|height=392}}
 
{{#widget:Vimeo|id=286615890|width=572|height=392}}
 
{{#widget:Vimeo|id=287504292|width=572|height=392}}
 
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{{#widget:Vimeo|id=374664475|width=572|height=392}}
 
{{AnchorDiv|Workitems}}
 
{{AnchorDiv|Workitems}}
 
==Handling Workitems (Open Media)==
 
==Handling Workitems (Open Media)==
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{{AnchorDiv|Search}}
 
{{AnchorDiv|Search}}
 
==Finding Interactions==
 
==Finding Interactions==
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{{#widget:Vimeo|id=297764527|width=572|height=392}}
 
{{#widget:Vimeo|id=297764527|width=572|height=392}}
 
===Advanced My History search===
 
===Advanced My History search===
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{{#widget:Vimeo|id=297764527|width=572|height=392}}
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{{#widget:Vimeo|id=297788604|width=572|height=392}}
 
* Interaction Search
 
* Interaction Search
 
===Basic Interaction history search===
 
===Basic Interaction history search===
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===Overview===
 
===Overview===
 
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{{#widget:Vimeo|id=315553628|width=572|height=392}}
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===Finding interactions in workbins and interaction queues===
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{{#widget:Vimeo|id=343321877|width=572|height=392}}
 
{{AnchorDiv|Outbound}}
 
{{AnchorDiv|Outbound}}
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==Outbound Calling Campaigns==
 
==Outbound Calling Campaigns==
 
===Overview===
 
===Overview===
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{{#widget:Vimeo|id=297196447|width=572|height=392}}
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{{#widget:Vimeo|id=405207138|width=572|height=392}}
 
===Automatic record retrieval (Predictive and Progressive)===
 
===Automatic record retrieval (Predictive and Progressive)===
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{{#widget:Vimeo|id=297211619|width=572|height=392}}
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{{#widget:Vimeo|id=406294195|width=572|height=392}}
 
===Manual record retrieval (Preview)===
 
===Manual record retrieval (Preview)===
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{{#widget:Vimeo|id=405941861|width=572|height=392}}
 
===Semi-automatic record retrieval (Push-preview)===
 
===Semi-automatic record retrieval (Push-preview)===
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{{#widget:Vimeo|id=318818040|width=572|height=392}}
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{{#widget:Vimeo|id=407267426|width=572|height=392}}
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===Semi-automatic record retrieval (Direct Push-Preview)===
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{{#widget:Vimeo|id=400728626|width=572|height=392}}
  
 
== What next? ==
 
== What next? ==

Latest revision as of 08:56, November 9, 2020

"How To" Videos

Important
This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Videos: Using Workspace.



A collection of videos from the Genesys Vimeo channel that demonstrate some of the most commonly used features of Workspace Agent Desktop.

Important
Some Workspace Agent Desktop features are available only for Genesys Engage cloud users.

Intro to Agent Desktop

Managing Your Status

Dealing with Disconnections

Handling a Call

Handling Email

Handling Chat

Handling Workitems (Open Media)

Using Standard Responses

Managing Contacts

Finding Interactions

How to find interactions in the Interaction Database:

  • My History

Basic My History search

Advanced My History search

  • Interaction Search

Basic Interaction history search

Advanced interaction history search

  • Contact History

Basic Contact history search

Advanced Contact history search

Workbins

Overview

Finding interactions in workbins and interaction queues

Outbound Calling Campaigns

Overview

Automatic record retrieval (Predictive and Progressive)

Manual record retrieval (Preview)

Semi-automatic record retrieval (Push-preview)

Semi-automatic record retrieval (Direct Push-Preview)

What next?

Top 5 topics

  1. Getting Started
  2. Navigating Agent Desktop
  3. Calls
  4. Contacts
  5. Contact and interaction history
This page was last edited on November 9, 2020, at 08:56.
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