ENGAGE Administrator
UNIVERGE BLUE ENGAGE
ADMINISTRATOR TRAINING
These videos will cover common features* and functionalities of the Administration Experience. Please note that the Administration Experience will be different based on the specific package and configuration of the system.
*Features available are based on user license type.
Administrator Experience Training
Navigating The Admin Portal
Overview of the ENGAGE
Admin Portal
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Support Center
Overview of UNIVERGE
BLUE CLOUD SERVICES
Knowledgebase Support Center
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Configuring Teams And Agents
Setting up Agents,
Managers, and Teams
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Agent Activities
Configure and Manage
Agent Activities
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Classifications
Enable and manage event
classifications
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Phonebook
Manage the phonebook
directory that your Agents
have access to
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Bulletins
Setup Important information
announcements to your callers
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Working Hours
Configure Schedules for
working hours
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Prompts
Set up caller prompts to guide
to the appropriate department
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Monitoring
Configure Supervisor and agent
access to monitor reporting
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Dashboards
Configure and view executive,
metrics, and monitring dashboards
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Manage Callbacks
Manage callbacks for
administrators
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Recordings
Configure, search, retrieve,
playback, read, and watch recordings
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Downloading Engage CCA
Overview of downloading the
CCA agent software for Agents
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Chat Management
Configure and assign chats
in the queue
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Dynamic Notification
Configure Voice, SMS, & Email
Campaigns
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Analytics Queue Productivity Dashboard
Overview of the ENGAGE Queue Productivity Dashboard
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Administrator Fundamentals
UNIVERGE BLUE CONNECT Applications Training Videos
Additional Resources
UNIVERGE BLUE ENGAGE ADMINISTRATOR: