These videos will cover common features* and functionalities that are part of the Agent Experience. Please note that the Agent Experience will be different based on the specific interface used (CCA Client or ENGAGE+CONNECT)
*Features available are based on user license type
Overview of using ENGAGE within the CONNECT application as single-pane-of-glass
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Overview of interaction options from the CCA desktop application
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Overview of Chat, Email, and Voicemail Queues within CCA
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How to use and manage ENGAGE SMS within the CONNECT application
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Overview of the ENGAGE Queue Productivity Dashboard
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Overview of the Do Not Disturb feature
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