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6 NN44400-114 Contact Center Agent Desktop 2 December 2010
Customizing a tab name 101
Declining a Web communications contact 101
Sending a chat message 102
Adding an auto-phrase to a chat message 102
Pushing a Web page to a customer 102
Transferring a chat session 103
Conferencing a chat session 104
Ending the Text Chat session 104
Sending the chat log in an e-mail message 105
Instant messaging 107
Accepting an instant message 108
Declining an instant message 108
Sending an instant message 109
Using an auto-phrase 109
Using suggested Web pages 110
Using spelling checker in an instant message 110
Viewing personnel using Contacts Presence 110
Transferring an instant message using Contacts Presence 111
Consulting on an instant message using Contacts Presence 112
Conferencing an instant message using Contacts Presence 112
Transferring an instant message using the work item control 113
Consulting on an instant message using the work item control 113
Conferencing an instant message using the work item control 114
Ending an instant message 114
Agent Statistics 117
Accessing the Agent Statistics tab 118
Viewing the Skillset statistic chart 118
Viewing the Agent statistic chart 119
Enabling Service Level alerts 119
Using the Statistics Ticker 120
Customer and contact details 121
Creating a customer record 122
Searching for a customer 123
Adding or editing customer information 123
Viewing a CCT intrinsic 124
Copying a CCT intrinsic 124
Viewing the Auto Launch Application 125
Running a CCT intrinsic-associated application 125
Searching for a contact 126
Printing search results 127
Viewing a contact 127
Opening a contact 128
Closing contacts (supervisors only) 129