Contents
- Introduction
- Starting Your Working Session
- Starting Agent Desktop
- Selecting a Phone Device
- Logging into Agent Desktop
- Installing and Updating the Agent Desktop Helper Application
- User Interface Overview
- Changing Your Agent Desktop Appearance
- Understanding Screen-pop
- 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
- 1 How to Use Favorite Contacts
- How to Mute a Call
- How to Release a Call
- How to Wrap Up After Call Work
- 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 Prerecorded Messages
- How to Record a Call
- How to Stop or Pause Call Recording
- Voice Signatures
- 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
- 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 My 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 Change Default Email Font
- How to Compose a Reply
- How to Use My Follow-ups to Send a Follow-up Outbound Email
- How to Use Cases 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
- Keyboard Shortcuts
- 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
How to Use Favorite Contacts
If agents have the privilege Use Favorites tab, agents can mark contacts as favorites, so that the most-called customers remain accessible while agents are working in Agent Desktop.
Storing Contacts
You can store up to 50 frequently called contacts in your personal Favorite Contacts list.
To store a contact in your Favorites, follow these steps:
- Select the desired contact from the Directory or Recent tab, or enter it manually in the Number Input Field. The contact will appear in the Contact Info Panel.
- Click the button. The button will change its appearance to .
- If this is an existing contact from the Directory, it will be immediately added to your personal favorite contacts list. Note that you cannot change the names of directory contacts.
- If this contact is not from the directory, a dialog window will appear, prompting you to provide a name for this contact. Enter the name in the Display name field and click Ok.
Adding and Updating Contacts
You can also add a contact to your favorites while having an active call or chat with this contact.
You can change information about your favorite contacts (unless they are Directory contacts) at any time. To change the information, select the contact and click the edit icon .
Calling Your Personal Favorites
To make calls to the contacts in your personal favorite contacts list, follow these steps:
- Click the Favorites tab.
- Select the contact you wish to call. The contact will appear in the Number Input Field.
- If necessary, select the service as described in section How to Make an Outbound Call.
- Click the Initiate call button.
Removing Favorites
To remove a contact from your favorites, select it in the Favorites tab and click the button in the Contact Info Panel.