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Home > RingCX > Agents

RingCX Agents

Getting started
Intro to the agent interface
Signing in to the agent interface and setting up your session
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
Managing your chats
Understanding chat agent states 
Accepting or declining a pending chat 
Sending an outbound SMS message
Recording and sending voice messages in digital channels
Stats 
Intro to agent stats 
Understanding chat stats
Understanding daily stats
Understanding inbound stats 
Understanding outbound stats 
Scripts and notes
Using an agent script
Using the knowledge base in a script
Setting up agent accounts for AI-generated summaries
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