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Language: English
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GuidePDF

Agent guide

A short guide you can print and put on a new hire's desk on day one. How to log in, answer and transfer a call, reply in chat, fill out a form, and call back customers who couldn't get through.

Who it is for

Agents and the people who train them – team leads and supervisors.

What is inside

  1. Getting started – how to log in from the browser, set your status, and turn on the softphone
  2. Calls – how to answer, put on hold, transfer, and call back
  3. Chats – how to reply in messaging apps and web chat without leaving the window
  4. Form – what to record during and after the conversation
  5. Missed calls – how to find a call and call the customer back