About the Course
The Evolve Contact Suite eAgent Client is an easy to use browser application built specifically to meet the needs of contact center agents. It provides agents the features and functionality required to be productive in an omnichannel contact center.
Learning Objectives
At the end of this course, you should be able to:
•Utilize the ECS Agent application to handle all interactions
•Describe key agent functionality, such as agent states, break types, disposition codes, and scheduling/managing callbacks
-
ECS eAgent Introduction and Dashboard
- Introduction to ECS eAgent
- ECS eAgent Dashboard
-
ECS eAgent Call Control
- ECS eAgent Call Control
- Knowledge Check
-
ECS eAgent Callback Handling
- ECS eAgent Callback Handling
- Knowledge Check
-
ECS eAgent Settings
- ECS eAgent Settings
-
ECS eAgent Chat and Email Handling
- ECS eAgent Chat
- Knowledge Check
- ECS eAgent Email
- Knowledge Check
- ECS eAgent SMS
About the Course
The Evolve Contact Suite eAgent Client is an easy to use browser application built specifically to meet the needs of contact center agents. It provides agents the features and functionality required to be productive in an omnichannel contact center.
Learning Objectives
At the end of this course, you should be able to:
•Utilize the ECS Agent application to handle all interactions
•Describe key agent functionality, such as agent states, break types, disposition codes, and scheduling/managing callbacks
-
ECS eAgent Introduction and Dashboard
- Introduction to ECS eAgent
- ECS eAgent Dashboard
-
ECS eAgent Call Control
- ECS eAgent Call Control
- Knowledge Check
-
ECS eAgent Callback Handling
- ECS eAgent Callback Handling
- Knowledge Check
-
ECS eAgent Settings
- ECS eAgent Settings
-
ECS eAgent Chat and Email Handling
- ECS eAgent Chat
- Knowledge Check
- ECS eAgent Email
- Knowledge Check
- ECS eAgent SMS
