ENGAGE Agent
UNIVERGE BLUE ENGAGE
AGENT TRAINING
These videos will cover common features* and functionalities that are part of the Agent Experience. Please note that the Agent Experience will be different based on the specific interface used (CCA Client or ENGAGE+CONNECT)
*Features available are based on user license type.
Agent Experience Training
ENGAGE And CONNECT Application
ENGAGE With CONNECT Application
Overview of using ENGAGE
within the CONNECT
application as single-pane-of-glass
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CCA Client
ENGAGE CCA Desktop Application
Overview of ENGAGE CCA
desktop application
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ENGAGE CCA Desktop Application Interaction Handling
Overview of interaction
options from the CCA
desktop application
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CCA IN-CALL Functionality
In-Call Options within
ENGAGE CCA
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Outbound Dial From CCA
Place an Outbound call
from CCA
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Chat, Email, And Voicemail Queue
Overview of Chat, Email,
and Voicemail Queue
within CCA
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Additional Resources
UNIVERGE BLUE ENGAGE AGENT EXPERIENCE: