Interaction Workspace 8.1 User's Guide

Getting Started

Find information about concepts and terminology and learn how to log in and start using the application.

• Getting Started

Handling Interactions

Find information about handling interactions, such as voice, IM, E-mail, Chat, SMS, and Social Media.

• Handling Interactions

Contact Management

Find information about viewing and managing previous interactions with a contact.

• Contact Management

Using Workbins

Find detailed information about accessing interactions that are stored in a workbin.

• Using Workbins

Team Lead Functionality

Find information about how a Team Supervisor can monitor, coach, and barge-in on agents who are handling voice and chat interactions.

• Team Lead Functionality

Contact Center Tasks

Find information about how to view KPIs and statistics, receive business and system messages, and personalize your workspace.

• Contact Center Tasks

Document Change History

A list of topics that are new or that have changed since the previous release.

• For information about releases 8.1.3 and earlier, see Interaction Workspace 8.1.3 User's Guide