Managing Your Queue
Responding to a Piece Learn how and when to respond to a piece appropriately and correctly. Responding Once the piece is selected, a protocol Tier, Tags, and Sentiment are assigned to the piece, a reply can be drafted. Select the green reply button ...
Setting a Protocol
Setting a Protocol on a Piece Learn how to set details of Protocols and Tags on a pieces Adding Piece Details Note: Certain situations will call to skip the protocol, tag, tier and sentiment selection of items this can simply be done by selecting “X” ...
Adding Author Notes
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. ...
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 ...
Claiming a Piece
How to Claim Pieces Managing Pieces is the number one feature in Engage, knowing how to use its various functions is imperative. Claiming If there are any new pieces that need to be managed, a blue circle will appear next to the "Claim New" icon ...