Agent

Contact Card – General

• How to Reschedule Campaign Leads from the Contact Card
• How to End wrap-up on the agent dashboard
• How do I perform a warm transfer?

Getting Started

• How do I confirm my agent invitation?

Agent Profile

• How to setup an Email Signature

Agent Dashboard

• Agent Dashboard - Selecting Disposition codes
• The Zailab Mailbox
• How do I see all the members in my organization?
• How do I create a new contact?
• How does my agent dashboard work?
• What can I do in the agent dashboard?

See all 10 articles

Contact Card – Inbound

• What happens when I receive a ticket
• How do I transfer calls to a Work Type
• What happens when I receive an Instant Message
• How do I delete a contact?
• What happens when I receive a call?
• What happens when I receive an email?

See all 8 articles

Contact Card – Outbound

• How do I send a canned SMS or email response?
• How do I insert an image into an email?
• How do I make a call?
• How do I send an SMS?
• How do I send an email?
• How do I schedule a callback?