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
Read more support.univerge.blue
Overview of ENGAGE CCA desktop application
Read more
support.univerge.blue
Overview of interaction options from the CCA desktop application
Read more
support.univerge.blue
Overview of Chat, Email, and Voicemail Queues within CCA
Read more
support.univerge.blue
How to use and manage ENGAGE SMS within the CONNECT application
Read more
support.univerge.blue
Overview of the ENGAGE Queue Productivity Dashboard
Read more
support.univerge.blue
Overview of the Do Not Disturb feature
Read more
support.univerge.blue