Contents
- Introduction
- Starting Your Working Session
- Starting Agent Desktop
- Selecting a Phone Device
- Logging into Agent Desktop
- Installing and Updating Agent Desktop Helper Application
- User Interface Overview
- Changing Your Agent Desktop Appearance
- Understanding Screen-pop
- 1 Configuring Your User Profile
- Configuring Your Voicemail
- Listening to Voicemail Messages
- Call Forwarding
- Using the Calendar
- Getting Help
- Understanding and Handling Your States
- How to Interpret Your Current State Information
- How to Make Yourself Ready
- How to Make Yourself Not Ready
- Handling Calls
- How to Answer an Incoming Call
- How to Reject an Incoming Call
- How to Make an Internal Call
- How to Make an Outbound Call
- How to Send Numeric Information
- How to Use the Directory
- How to Redial a Previously Dialed Number
- How to Use Favorite Contacts
- How to Mute a Call
- How to Release a Call
- How to Wrap Up After-call Work
- How to Enter Dispositions and Notes
- How to Hold and Retrieve a Call
- How to Make a Consultation Call
- How to Transfer a Call
- How to Host a Conference
- How to Participate in a Conference
- How to Place a Call in a Service Queue
- How to Connect a Voice Application to Your Call
- How to Use Pre-recorded Messages
- How to Record a Call
- How to Stop or Pause Call Recording
- How to Collect a Voice Signature
- How to Schedule a Follow-up Activity
- How to Send SMS Messages
- Participating in an Outbound Campaign
- General Information About Outbound Campaigns
- How to Review a Calling Record
- How to Reject a Calling Record
- How to Reschedule a Call Attempt
- Handling Service Chats
- How to Accept a Chat Request
- How to Reject a Chat Request
- How to Send Chat Messages
- How to Send and Receive Pictures and Documents
- How to Transfer Your Chat Session
- How to Create and Edit Canned Chat Responses
- How to End a Chat Session
- Handling Multiple Chat Sessions
- Handling Mobile Interactions
- Handling Email
- General Information About Handling Email
- Understanding Email Cases and Threads
- How to Accept an Email
- How to Retrieve an Email from the Team Queue
- How to Retrieve an Email from Your Personal Queue
- Overview of the Email Working Area
- How to Review an Incoming Email
- How to Mask Sensitive Data
- How to Close an Email without Replying
- How to Change an Assigned Email Service
- How to Transfer an Email
- How to Forward an Email
- How to Compose a Reply
- How to Send a Follow-up Outbound Email
- How to Send a New Outbound Email
- How to Save an Email as a Draft
- Knowledge Base
- General Information About Knowledge Base
- How to Use a Knowledge Base Article
- Contributing Content to the Knowledge Base
- Other Useful Functions
- Dashboard
- Ways to Request Assistance
- How to Use Internal Chat
- How to Report a Call Quality Problem
- How to Send Agent Desktop Application Logs to Your Administrator
- Ending Your Working Session
- Error Messages
Configuring Your User Profile
Your user profile is a collection of information about you that may be relevant to the tasks assigned to you as an employee and that you can typically enter and/or edit yourself. For example, the chat nickname you select for yourself may be displayed to customers, and they will be likely to use that nickname when chatting with you.
You can view and edit your profile data in the multi-tab window that appears when you click Settings and select User Profile.
Some elements of your profile may be pre-configured for you by your system administrator. Whether you can change such pre-configured profile elements, and whether you are expected to enter and subsequently update any undefined elements of your profile, depends entirely on your contact center practices. You will receive detailed instructions regarding your profile set-up and maintenance from your system administrator.
The table below provides brief explanation of the elements of your user profile.
| User profile tab | ||
|---|---|---|
| First name | Your first name. | |
| Last name | Your last name. | |
| Title | Your job title. This property is used for information only. | |
| Language | Your preferred language. Your preferred language. This property is used for information only and does not affect the process of delivery of customer interactions to you. If, as an agent, you provide services in different languages, those languages will be configured as your skills by your system administrator elsewhere in the system.
This setting also does not affect the display language of your Agent Desktop user interface. The display language is determined by the language settings of your browser and availability of the ServicePattern product in this locale. | |
| About me | Optional free-text information about yourself. | |
| Photo | Your photo. If available, this photo will appear in the Contact Info Panel of the Agent Desktops of other employees during your internal communications. Depending on your contact center configuration, this photo may also be displayed to customers when they communicate with you using chat. To upload the photo, hover over the photo area and click Change photo. To remove the photo, hover over the photo area and click the “x” symbol in the upper right corner.
The default maximum size of uploaded photos is 10MB; the photo will be compressed to fit the UI elements where it is displayed. Note that the maximum size of uploaded files may be further limited by your system administrator. | |
| Contact info tab | ||
| Chat nickname | The name that will be displayed to other parties when they communicate with you via chat. | |
| Phone extension | The phone extension number assigned to you in the system. Read-only. | |
| Work phone | Your direct work phone number. This property is used for information only. For the duration of your working session, your phone number will be determined by the phone device option that you selected at the time of login. | |
| Mobile phone | You mobile phone number. This property is used for information only. This property is used for information only. For the duration of your working session, your phone number will be determined by the phone device option that you selected at the time of login. | |
| Email address | Your email address. The system will use this address for delivery of password reset instructions and your voicemail messages. It must be specified if you have permission and intention to use voicemail. For more information about voicemail deliver, see section Listening to Voicemail Messages. | |
| Location tab | ||
| Time zone | The time zone where you normally reside. This property is used for information only. For any time-dependent tasks, the system will determine you time zone based on your contact center configuration. | |
| Country | The country where you normally reside. This property is used for information only. | |
| State/Province | The state or province where you normally reside. This property is used for information only. | |
| City | The city where you normally reside. This property is used for information only. | |