Please click below link to find end to end workshop session on Agent Chat and Advanced Work Assignment(AWA).

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Agent Chat & AWA Workshop Youtube Playlist Link

Topics covered in the above workshop:

Agent Chat Topics:​

• Overview of Agent Chat/Workspace and Demo​
• Quick Actions ​
• Transfers to Queues / Agents​
• Response Templates ​​
• Pre/Post Chat Survey and Demo​​
• Agent Whisper and Demo​​
• Dynamic Translation​ and Demo ​​
• Emoji/Configurable Toolbar ​
• Agent Autopilot and Demo​

AWA Topics:​​

• Basic functionality for Routing and Assignment and Demo
• Use Context Variables for Routing ​
• Virtual Agent Considerations ​
• Bypassing VA​
• Live Agent Available Topic Block​
• Agent Affinity ​
• Shift Based Assignment ​​​
• External Routing ​
• Messaging Channels ​
• Demo of SMS Service Channel ​
• AWA Dashboards ​
• Performance Management ​
• Operations Dashboard ​
• Workforce Optimization – Channel Management ​​
• Interaction Wrap-Up

Thanks,

Samyuktha Reddy