Outbound Engagement (SmartReach) Agent Guide
Outbound Engagement (SmartReach) Agent Guide
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Topics
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Theme Documentation
Fall24
Fall24 (latest)
Fall23
LV19
U17
SmartReach Agent Guides
Features and basic guidelines for using the SmartReach Agent Desktop.
Topics
Introduction
Accessing the SmartReach Agent Desktop
SmartReach Agent Desktop Interface
Terminology
Agent Panel
Receiving Calls
Calls on Hold
Ending Calls
Changing a Service without Signing Out
Listing Multiple Accounts
Changing Your Password
Status Updates, Service Switch, and Messages by Manager
Chat
Optional Features
Agent Desktop with Extended Panel
Agent Productivity
Contact List
Contact Details
Time and Term Code Distribution
Highlight
Contact History
Agent Desktop with Designer Panel
Accounts
Agents
BI Analytics
Enhanced Customer Card
Enhanced Customer Card for CXone Agents
Contacts
KB Portal
Scripter Panel
Tickets
Email and SMS
Filtering Accounts, Contacts, and Tickets
Customizing Account, Contact, and Ticket Tables
Additional Features
Human Call Initiator (HCI) Clicker Agents
Human Text Initiator (HTI)
10DMT Agents
Knowledge Worker
Agent-to-Agent Calling
Agent-to-Agent File Sharing
Agent-to-Agent Screen Sharing
Agent-to-Agent Video Calling
Meetings
Private Branch Exchange
Handling Calls
Receiving a Call
Managing Voicemail
Managing Call Logs
Managing Call Recordings
LiveVox Communicator 5.3
Contact Center for Salesforce
Initiating Outbound Calls Using Manual Dial
Initiating Outbound Calls Using Click To Dial
Receiving Inbound and Campaign Calls
Using Call Activity Logs
Sending SMS Messages