IW 8.5.1 User Book

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IW 8.5.1 User Book
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  Workspace Desktop Edition 8.5.1 Workspace Desktop EditionUser's Guide 7/18/2017  Table of Contents Workspace 8.5 User's Guide4Getting Started6 Workspace Concepts7Workspace Windows and Views8Team Communicator Overview21Finding Contacts, Internal Targets, and Interactions22Role-Based Access Definition24Role Privilege Definition25Basic Use-Case Summary26Log In29Main Window Basics36Manage Your Status38Forward Your Calls42Find A Contact Or An Internal Target44 Handling Interactions53 Using the Interaction Bar 55Handle A Voice Call59Handle A Voice Consultation73Transfer A Voice Call79Conference A Voice Call86Record Interactions96Handle Callback Interactions98Handle Web Callback Interactions104Handle Outbound-Campaign Voice Interactions109Handle Internal Instant Messaging133Handle A Chat Interaction141Handle A Chat Consultation151Transfer A Chat Interaction155Conference A Chat Interaction159Handle An Email Interaction167Handle An SMS or MMS Interaction195Transfer An SMS or MMS Interaction208Handle A Twitter Interaction212Handle A Facebook Interaction220  Handle An RSS Interaction228Handle A Workitem Interaction233Blend Different Media Into A Single Conversation237Edit Case Information And Record Information252Using The Standard Response Library257 Apply Disposition Codes267 Contact and Interaction Management273 Manage Contact History274Manage Your History286Manage Contacts and Contact Information291Find Interactions302 Using Workbins307 Using Workbins308 Team Lead Functionality315 Monitor Coach And Barge-in Interactions316Workbin and Queue Management332 Contact Center Tasks337 View KPIs And Statistics338Receive Business And System Messages343Connect to your Voicemail Messages346Personalize Your Workspace348 What's New in Workspace?353  1Workspace 8.5 User's Guide User's Guide for  Genesys Workspace Desktop Edition (Workspace) 1.1Getting Started Find information about Workspace and learnhow to log in and start using the application. Getting StartedWorkspace ConceptsLog InManage Your Status 1.2Handling Interactions Find information about handling interactions,such asvoice (and voice with video),Internal IM,E-mail,Chat, andSMS. Handling InteractionsOutbound CampaignsFinding Interactions 1.3Handling Social Media Find information about handling Social Mediainteractions. Twitter FacebookRSS 1.4Contact Management Find information about viewing and managingprevious interactions with a contact. Finding InteractionsManaging Contact HistoryManaging Your HistoryManaging Contacts and Contact Information 1 Workspace 8.5 User's GuideWorkspace Desktop Edition User's Guide4
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