Productivity Tools
Agent Status Management
Agent Status Management is the functionality that allows agents to set their availability within the system. These statuses (e.
Hot Keys
Hot Keys, or keyboard shortcuts, are specific key combinations that allow agents to perform common actions on their desktop without using a mouse. This can include actions like answering a call, holding a call, transferring, or dispositioning an interaction.
Canned Responses
Canned Responses are predefined, templated replies that agents can quickly insert into text-based conversations like chat and email. They are used to answer frequently asked questions or to provide standard information, saving time and ensuring consistency.
Knowledge Base
The Knowledge Base (KB) serves two primary functions The KB is a dynamic panel within the agent interface used for both content lookup and external web application display.