Engage Voice: Outbound Agent Basics

Engage Voice: Outbound Agent Basics

If you are an outbound or blended agent, this course helps you get started with making and handling outbound calls through the Agent Interface within RingCentral Engage Voice.

About this course

Overview
If you are an outbound or blended agent, this course helps you get started with making and handling outbound calls through the Agent Interface within RingCentral Engage Voice. You will learn how to log in to the Agent Interface and prepare for and make outbound 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 and outbound call features
  • Prepare for and make outbound calls using different dial modes
  • View and update lead information
  • Manage calls with call handling controls
  • Disposition calls
  • Update agent states
  • Monitor 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
  • Making outbound calls using different dial modes
    • Predictive, Preview, and Progressive dialers
    • Lead fetch
    • Lead 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
    • Outbound stats
    • Blended 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-outbound-agent/engage-voice-outbound-agent-basics

Engage Voice: Outbound Agent BasicsLevel 1

  • Introduction to Outbound Agent Basics 4 min
  • Logging in to the Agent Interface 5 min
  • Agent Interfacing Features and Navigation 8 min
  • Making Outbound Calls 26 min
  • Handling Calls 10 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 outbound or blended agent, this course helps you get started with making and handling outbound calls through the Agent Interface within RingCentral Engage Voice. You will learn how to log in to the Agent Interface and prepare for and make outbound 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 and outbound call features
  • Prepare for and make outbound calls using different dial modes
  • View and update lead information
  • Manage calls with call handling controls
  • Disposition calls
  • Update agent states
  • Monitor 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
  • Making outbound calls using different dial modes
    • Predictive, Preview, and Progressive dialers
    • Lead fetch
    • Lead 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
    • Outbound stats
    • Blended 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-outbound-agent/engage-voice-outbound-agent-basics

Engage Voice: Outbound Agent BasicsLevel 1

  • Introduction to Outbound Agent Basics 4 min
  • Logging in to the Agent Interface 5 min
  • Agent Interfacing Features and Navigation 8 min
  • Making Outbound Calls 26 min
  • Handling Calls 10 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