Contents
Customizing a tab name | 101 |
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Declining a Web communications contact | 101 |
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Sending a chat message | 102 |
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Adding an | 102 |
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Pushing a Web page to a customer 102 |
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Transferring a chat session 103 |
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Conferencing a chat session | 104 |
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Ending the Text Chat session | 104 |
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Sending the chat log in an | 105 |
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Instant messaging |
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Accepting an instant message | 108 |
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Declining an instant message | 108 |
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Sending an instant message | 109 |
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Using an |
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Using suggested Web pages | 110 |
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Using spelling checker in an instant message | 110 |
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Viewing personnel using Contacts Presence | 110 |
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Transferring an instant message using Contacts Presence 111 | |||||||
Consulting on an instant message using Contacts Presence | 112 | ||||||
Conferencing an instant message using Contacts Presence | 112 | ||||||
Transferring an instant message using the work item control | 113 | ||||||
Consulting on an instant message using the work item control 113 | |||||||
Conferencing an instant message using the work item control | 114 | ||||||
Ending an instant message 114 |
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Agent Statistics |
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Accessing the Agent Statistics tab | 118 |
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Viewing the Skillset statistic chart | 118 |
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Viewing the Agent statistic chart 119 |
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Enabling Service Level alerts | 119 |
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Using the Statistics Ticker 120 |
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Customer and contact details |
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Creating a customer record 122 |
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Searching for a customer 123 |
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Adding or editing customer information 123 |
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Viewing a CCT intrinsic | 124 |
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Copying a CCT intrinsic | 124 |
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Viewing the Auto Launch Application 125 |
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Running a CCT |
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Searching for a contact | 126 |
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Printing search results 127 |
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Viewing a contact | 127 |
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Opening a contact | 128 |
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Closing contacts (supervisors only) | 129 |
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6 | 2 December 2010 |