Engage Digital: Agent Tasks View and Folder View

Engage Digital: Agent Tasks View and Folder View

As an agent, this course helps you get started with using the Folders View and Tasks View interface of Engage Digital for successful social interactions with customers.

About this course

Overview

As an agent, this course helps you get started with using the Folders View and Tasks View interface of Engage Digital for successful social interactions with customers. You will learn
how to manage your presence and effectively manage assigned tasks and messages for different sources and scenarios. You will also learn how to access and merge customer identities for more accurate and efficient customer engagement.


Objectives

  • Access and navigate the Folders View and Tasks View interface
  • Understand the steps for successful digital interactions
  • Identify message statuses throughout processing lifecycle
  • Perform actions for processing messages
  • Create and manage communities and sources
  • Access and manage customer identities
  • Manage presence status
  • Identify message statuses throughout processing lifecycle
  • Reply to messages
  • Perform actions for processing messages

Agenda

  • Solution overview
    • Introduction to RingCentral Engage Digital
    • Message processing lifecycle
  • Using the Folders View Interface
    • Presence status
    • Folders View features
    • Message and intervention lifecycle
    • Personal journals
  • Processing messages
    • Threads and interventions
    • Message statuses and icons
    • Message replies by source
    • Reply assistant
    • Message actions and buttons
  • Using the Tasks View Interface
    • Presence status
    • Tasks View options: asynchronous and real time
    • Message and intervention lifecycle
    • Email notifications
    • Thread and personal journals
  • Identity management
    • Customer files
    • Identity merge

Copy this link to share this course: https://university.ringcentral.com/series/engage-digital-agent/engage-digital-agent-tasks-view-and-folders-view

Engage Digital: Agent Tasks View and Folder ViewLevel 1

  • Introduction to Agent Tasks View and Folder View 13 min
  • Using Folder View 24 min
  • Using Tasks View 33 min
  • Downloadable Agenda 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey

About this course

Overview

As an agent, this course helps you get started with using the Folders View and Tasks View interface of Engage Digital for successful social interactions with customers. You will learn
how to manage your presence and effectively manage assigned tasks and messages for different sources and scenarios. You will also learn how to access and merge customer identities for more accurate and efficient customer engagement.


Objectives

  • Access and navigate the Folders View and Tasks View interface
  • Understand the steps for successful digital interactions
  • Identify message statuses throughout processing lifecycle
  • Perform actions for processing messages
  • Create and manage communities and sources
  • Access and manage customer identities
  • Manage presence status
  • Identify message statuses throughout processing lifecycle
  • Reply to messages
  • Perform actions for processing messages

Agenda

  • Solution overview
    • Introduction to RingCentral Engage Digital
    • Message processing lifecycle
  • Using the Folders View Interface
    • Presence status
    • Folders View features
    • Message and intervention lifecycle
    • Personal journals
  • Processing messages
    • Threads and interventions
    • Message statuses and icons
    • Message replies by source
    • Reply assistant
    • Message actions and buttons
  • Using the Tasks View Interface
    • Presence status
    • Tasks View options: asynchronous and real time
    • Message and intervention lifecycle
    • Email notifications
    • Thread and personal journals
  • Identity management
    • Customer files
    • Identity merge

Copy this link to share this course: https://university.ringcentral.com/series/engage-digital-agent/engage-digital-agent-tasks-view-and-folders-view

Engage Digital: Agent Tasks View and Folder ViewLevel 1

  • Introduction to Agent Tasks View and Folder View 13 min
  • Using Folder View 24 min
  • Using Tasks View 33 min
  • Downloadable Agenda 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey