"How To" Videos

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.

Logging in and going Ready

• Logging in to Workspace Agent Desktop

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[+] Show video: Logging in to Workspace

• Using the status controls

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[+] Show video: Status Controls

• Quick tour of the Main Window

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[+] Show video: Main View Overview

Handling voice calls

• Taking a Voice Call

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[+] Watch video: Taking a Voice Call

• Transferring a call to an Agent Group

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[+] Watch video: Transferring to an Agent Group

• How to make a new call

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[+] Watch video: Finding a Contact

• How to mute/unmute and control the volume of a call

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[+] Watch video: Controlling your microphone and speakers

Using a web phone

• Web Phone Browser Communications Overview

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[+] Watch video: Using a Web Phone

• Using the Browser Communications Diagnostics Tool to Troubleshoot Call Quality Problems

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[+] Watch video: Troubleshooting call quality issues

Outbound Campaigns

Here are four tutorial videos that give you a quick overview of being an agent in an Outbound Campaign. The first video introduces Outbound Campaigns, the second demonstrates Predictive and Progressive (automatic) campaigns, the third demonstrates Preview (manual) campaigns, and the fourth demonstrates Push-Preview (semi-automatic) campaigns.

• Overview

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[+] Show video: Outbound Campaign Overview

• Automatic record retrieval (and scheduling a callback)

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[+] Show video: Automatic Mode

• Manual record retrieval

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[+] Show video: Manual Mode

• Semi-automatic record retrieval

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[+] Show video: Semi-automatic Mode

Handling email

• Receiving a new email

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[+] Show video: Receiving a new email

• Sending an outgoing email

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[+] Watch video: Sending an email

• Forwarding an email as an attachment

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[+] Watch video: Forwarding an email as an attachment

• Forwarding an email in-line

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[+] Watch video: Forwarding an email in-line

• Using the forward combination menu

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[+] Watch video: Using the forward combination menu

Handling chats

• Handing a chat interaction with a customer

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[+] Show video: Handling a chat

• Sending a URL to your customer

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[+] Show video: Sending weblinks to your contact

Handling Workitems

• Handing a workitem interaction

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[+] Show video: Handling a workitem

Finding and managing contacts

• How to find a contact using the Team Communicator

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[+] Watch video: Finding a Contact

• Contact Directory Overview

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[+] Show video: Contact Directory Overview

• Finding Contacts using Quick Search

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[+] Watch video: Contact Directory Quick Search

• How to view details as a grid or list in the Contact Directory

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[+] Show video: Contact Directory Viewing Details as a Grid or a List

• How to call or email a contact using the Contact Directory

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[+] Show video: Contact Directory Phone and E-mail

Finding Interactions

• Contact History Tab

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[+] Show video: Contact History

• Contact History Quick Search

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[+] Show video: Contact History:Quick Search

• Contact History Advanced Search

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[+] Show video: Contact History: Advanced Search

• My History Quick Search

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[+] Show video: My History: Quick Search

• My History Advanced Search

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[+] Show video: My History: Advanced Search

• Interaction Search Quick Search

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[+] Show video: Interaction Search: Quick Search

• Interaction Search Advanced Search

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[+] Show video: Interaction Search: Advanced Search

Browser history

• Viewing the Browser History of Your Customers

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[+] Watch video: Viewing the Browser History of Your Customers

Instant Messaging in your organization

• Sending and receiving texts with others in your organization

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[+] Watch video: Texting with others in your organization

Using supervisor features

Supervisors can use the Team Lead Workbins

• Team Lead Workbins Overview

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[+] Watch video: Team Lead Workbins Overview