Anatomy of Engage
The Overview Tab
What is the Overview Tab Overview Description Overview Basics The Overview Tab helps Admin User view Agents queues, the number of items claimed, the current items conversation, and conversation history. Note: Overview is only available for Admin ...
Overview of Pieces Understanding pieces is a key factor in using Engage, use this article to review them. Pieces in Detail Each piece will have several details assigned to it and can be viewed in the conversation history or by selecting each piece. ...
The Author Panel
Anatomy of the Author Panel Overview of the Author panel and its uses. What is the Author Panel The Arthur Panel will help you keep track of whom you are engaging with. Here you can see customer labels, notes, and information about them to help you ...
Overview of Pieces Pieces are the main form of interaction in Engage, understanding them is important to everyday useage. Anatomy of a Piece An inbound piece will display many details about itself when it is in the Assigned Queue Inbound Piece Vs. ...
Article Queue Interface
Engage Basic Anatomy Learn to understand the basic layout of Engage The Three Columns Before getting started, it is important to understand the layout of Engage as well as some common terms used within the interface. Engage is arranged into three ...