Frequently Used Tools

These videos show you how to use the various tools in Contact Center for managing call recordings and other recorded messages.

1. Managing Callbacks

2. Listening to Recordings

3. Managing Bulletins

Special Tools

This section has the information you need to use the additional tools available with Contact Center.

1. Evaluator

3. Dynotes

5. Email

2. Scheduling Tool

4. Chat Queue

Contact Center Day-to-Day Agent Activities Training Library

Welcome to your new hosted Contact Center. We have compiled a library of videos to help you with day-to-day agent activities.  

We suggest watching the videos in the order they are presented. Feel free to watch individual videos again if you want to review a specific topic.  

Agent Application

These videos show you how to navigate the Contact Center platform and perform day-to-day activities.

1. Functions in the CCA

2. Call Interactions in the CCA

3. Chat, Email, Voicemail in the CCA

Web Agent

These videos show you how to navigate the Contact Center Web Agent and perform day-to-day activities.

1. Functions in the Web Agent

2. Call Interactions in the Web Agent

3. Chat, Email, Voicemail in the Web Agent