Agent Voice Portal Help

Agent Voice Portal is the voice agent’s interface to Engage. Once implemented, it requires the agent to have nothing more than a phone and an internet connection to receive client calls, decreasing client hold time and increasing agent productivity.

The Agent Voice Portal enables managers to register and schedule agents and view the status of individual agents, including real-time information on the current contact if the agent is busy.

The following are quick links to popular chapters and topics:

Online Help

General Info

• Learn about Preview+ and Manual dialing
• Learn about the Hosted dialer
• See all available agent states
• Learn about Dial-In and Dial-Out registration

Agent Tasks

• Schedule and manage a followup
• Receive a previously scheduled callback

Agent Screens

• Call Information screen
• Disposition Code screen
• Session Transfer screen
• Manual Dial screen
• Agent Information/Tools screen

Training

• Manager Training
  
• Agent Training