Documentation:PSAAS:Agent:ADVideos:Public

"How To" Videos

This topic features a collection of videos from the Genesys Vimeo channel that demonstrate some of the most commonly used features of Workspace Agent Desktop.

Important

Some Workspace Agent Desktop features are available only for PureEngage Cloud users.

Finding Interactions

How to find interactions in the Interaction Database:

• My History

Basic My History search

Advanced My History search

• Interaction Search

Basic Interaction history search

Advanced interaction history search

• Contact History

Basic Contact history search

Advanced Contact history search

Workbins

Overview

Finding interactions in workbins and interaction queues

Outbound Calling Campaigns

Overview

Automatic record retrieval (Predictive and Progressive)

Manual record retrieval (Preview)

Semi-automatic record retrieval (Push-preview)

What next?

• Navigating Agent Desktop
• Calls

Top 5 topics

1. Getting Started
2. Navigating Agent Desktop
3. Calls
4. Contacts
5. Contact and interaction history