Engage Voice: Inbound Agent Basics

Engage Voice: Inbound Agent Basics

If you are an inbound or blended agent, this course helps you get started with taking and handling inbound calls using the RingCentral Engage Voice Agent interface.

About this course

Overview

If you are an inbound or blended agent, this course helps you get started with taking and handling inbound calls using the RingCentral Engage Voice Agent interface. You will learn how to log on to the Agent Interface and prepare for and receive calls. You will also discover flexible call handling controls and self-monitoring tools that will enable you to be a more productive agent.


Objectives

  • Access and navigate the Agent interface
  • Prepare for and take calls
  • Manage calls with call handling controls
  • Dispositioning calls
  • Update agent states
  • Monitor agent self performance metrics in real time

Agenda

  • Introduction to the Engage Voice platform
    • Key benefits for agents
  • Navigating the Agent interface
    • Agent login and session information
    • Menu options and interface features
  • Taking inbound calls
    • Caller ID and details
    • Agent scripts
    • Knowledge base script features
  • Handling calls using call controls
    • Dial pad
    • Transfers
    • Phone book
    • Re-Queues
    • Callback management
    • Dispositions
  • Updating agent states
  • Reviewing self performance metrics
    • Daily stats
    • Inbound stats
  • Using other agent interface features
    • Call history and logs
    • Internal chat features

Copy this link to share this course: https://university.ringcentral.com/series/engage-voice-inbound-agent/engage-voice-inbound-agent-basics

Engage Voice: Inbound Agent BasicsLevel 1

  • Introduction to Inbound Agent Basics 3 min
  • Logging in to the Agent Interface 5 min
  • Navigating the Agent Interface 2 min
  • Taking Inbound Calls 6 min
  • Handling Calls 11 min
  • Updating Agent Status 2 min
  • Viewing Self Performance Metrics 3 min
  • Reviewing Other Agent Interface Features 5 min
  • Additional Resources
  • Downloadable Agenda 5 min
  • Job Aid: Using Salesforce for Agents 5 min
  • Job Aid: Getting Started: Agent 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey

About this course

Overview

If you are an inbound or blended agent, this course helps you get started with taking and handling inbound calls using the RingCentral Engage Voice Agent interface. You will learn how to log on to the Agent Interface and prepare for and receive calls. You will also discover flexible call handling controls and self-monitoring tools that will enable you to be a more productive agent.


Objectives

  • Access and navigate the Agent interface
  • Prepare for and take calls
  • Manage calls with call handling controls
  • Dispositioning calls
  • Update agent states
  • Monitor agent self performance metrics in real time

Agenda

  • Introduction to the Engage Voice platform
    • Key benefits for agents
  • Navigating the Agent interface
    • Agent login and session information
    • Menu options and interface features
  • Taking inbound calls
    • Caller ID and details
    • Agent scripts
    • Knowledge base script features
  • Handling calls using call controls
    • Dial pad
    • Transfers
    • Phone book
    • Re-Queues
    • Callback management
    • Dispositions
  • Updating agent states
  • Reviewing self performance metrics
    • Daily stats
    • Inbound stats
  • Using other agent interface features
    • Call history and logs
    • Internal chat features

Copy this link to share this course: https://university.ringcentral.com/series/engage-voice-inbound-agent/engage-voice-inbound-agent-basics

Engage Voice: Inbound Agent BasicsLevel 1

  • Introduction to Inbound Agent Basics 3 min
  • Logging in to the Agent Interface 5 min
  • Navigating the Agent Interface 2 min
  • Taking Inbound Calls 6 min
  • Handling Calls 11 min
  • Updating Agent Status 2 min
  • Viewing Self Performance Metrics 3 min
  • Reviewing Other Agent Interface Features 5 min
  • Additional Resources
  • Downloadable Agenda 5 min
  • Job Aid: Using Salesforce for Agents 5 min
  • Job Aid: Getting Started: Agent 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey