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"How To" Videos

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

Some Workspace Agent Desktop features are available only for PureEngage 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



Finding interactions in workbins and interaction queues

Outbound Calling Campaigns


Automatic record retrieval (Predictive and Progressive)

Manual record retrieval (Preview)

Semi-automatic record retrieval (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 21, 2019, at 18:52.


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