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ACE
Agent
Collections of web pages included in training
Click
ACE Agent
to open the Get Started section to the left
Basic course
Links to topics included in the course...
Before you start using ACE Agent
Log in to ACE Agent
ACE Agent main window
Queues & waiting lists in queue status window
Activate Agent to accept call or other contacts
Use shortcut keys when working in Agent
ACE Agent scenarios
Handle calls and callback
Links to topics included in the course...
Answer calls in ACE Agent
In Agent, prevent new calls or contacts
End calls in ACE Agent
Make call via ACE Agent Unifinder
This is how callback functions in Agent
Pick callback record from waiting list in Agent
Accept callback record in ACE Agent
End callback in ACE Agent
Handle email and chat
Links to topics included in the course...
Work with incoming email in ACE Agent
Work with chats in ACE Agent
Accept email/chat from queue or waiting list
In Agent, switch between chat and email
Work with multiple chats in ACE Agent
Use Quick texts #
Search, enquire and transfer
Links to topics included in the course...
Unifinder – find, write to, call or move contact
Unifinder – sketch over the agent’s search tool
Search for a person via Unifinder
Simultaneous search for first name & surname
Search in detail search field
Make call via ACE Agent Unifinder
Enquire or transfer via skill tab
Work as operator
Links to topics included in the course...
Answer calls in ACE Agent
End calls in ACE Agent
Unifinder – find, write to, call or move contact
Unifinder – sketch over the operator table
Search for a person via Unifinder
Simultaneous search for first name & surname
Search in detail search field
Make call via ACE Agent Unifinder
Enquire or transfer via skill tab
As operator, set activity for an agent
As operator, log out another agent
Call information for operators
Send message, sms, and email via Unifinder
As operator in Agent, use the numerical keypad
