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Home > RingCX > Agents

RingCX Agents

Overview
Intro to the agent interface
Logging in to the agent interface
Navigating the agent interface
Changing your agent state
Setting your session to start taking calls
Updating agent login session 
Intro to call controls
Intro to incoming calls for agents
Intro to scripts in the agent interface
Intro to My messages
Intro to All messages mode
Intro to outbound dialing for agents
Making a manual outbound call
Calls
Taking an incoming call 
Taking notes as an agent
Transferring a call 
Dispositioning a call 
Accessing and performing a callback in the agent interface
Requeueing a call 
Scheduling a callback in the agent interface
Making an outbound call with the predictive dialer 
Making an outbound call with the preview dialer 
Calling an expert on RingEX in the agent interface
Reporting a call quality issue 
Digital interactions
Intro to agent chat in RingCX
Managing your chats in RingCX
Understanding chat agent states in RingCX
Accepting or declining a pending chat in RingCX
Sending an outbound SMS message
Stats 
Intro to agent stats in RingCX
Understanding chat stats in RingCX
Understanding daily stats in RingCX
Understanding inbound stats in RingCX
Understanding outbound stats in RingCX
Scripts and notes
Using an agent script in RingCX
Using the knowledge base in a RingCX script
Using AI-generated transcripts and summaries for agents in RingCX
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Navigating the Engage Voice agent interface
Setting your session to start taking calls
Changing your agent state
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Calls
Making an outbound call with the predictive dialer
Calling an expert on RingEX
Requeueing a call
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Agent scripts and notes
Using an agent script
Using the knowledge base in a script
Taking notes as an agent
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Chat
Accepting and declining chats
Understanding chat agent states
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Agent stats
Intro to agent stats
Understanding daily stats
Understanding inbound stats
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Messages or interactions
Intro to All messages
Intro to My messages
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Supervisor
Understanding supervisor dashboards
Using supervisor coaching tools
Monitoring an agent's call as a supervisor
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