UNIVERGE BLUE ENGAGE
Agent Experience Training

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

 ENGAGE within CONNECT Application

Overview of using ENGAGE within the CONNECT application as single-pane-of-glass

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User
Interface

Overview of the user interface

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CCA Desktop Application

Overview of ENGAGE CCA desktop application 

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 CCA Desktop Application Interaction Handling

Overview of interaction options from the CCA desktop application

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Agent Status

Overview of setting agent status

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CCA In-Call Functionality*

In-Call Options within ENGAGE CCA

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 Outbound Dial from CCA

Place an Outbound call from CCA

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Chat, E-Mail, and Voicemail Queue*

Overview of Chat, Email, and Voicemail Queues within CCA

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SMS Use And Management

How to use and manage ENGAGE SMS within the CONNECT application

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Analytics Queue Productivity Dashboard

Overview of the ENGAGE Queue Productivity Dashboard

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Analytics Agent Dashboard

Overview of the ENGAGE Agent Dashboard

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NEC Yealink T54W Do Not Disturb (DND)

Overview of the Do Not Disturb feature

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