An Introduction to User Guides

The pages of the 'User guides' section of the Mobile Service Cloud knowledge centre articles highlight all guidance required for a user to smoothly operate the Agent Inbox.

User guides Sections

The user guides section separates articles based on various elements of the Agent Inbox interface and operations. The following categories are available:

General information: The section is dedicated to to general information about the functioning of the Agent Inbox. In this section, you can find how to reach the online e-learnings and core principles and data retention policies.
Definitions: this section is dedicated to highlighting the most important definitions used within the agent inbox. Knowing these definitions by heart will smoothen your agent inbox experience.
Authentication / Login: This section is dedicated to user authentication and logins, it highlights where and how to login a user, as well as recover a password once lost.
The dashboard: This section is dedicated to one of the two core working environments for agents, the dashboard. The dashboard is where conversations are managed and priorities are defined.
Dashboard widget: this section is dedicated to the dashboards widgets. Dashboard widgets can be used to manage conversations and keep track of operations.
Conversation view: this section is dedicated to the other core working environments for agents, the conversation view. The conversation view is where conversations are handled by agents. To effectively do so, this section provides all the knowledge to smoothly operate this view.
Customer panel: this section is dedicated to an important section within the conversation view, the customer panlel. The customer panel provides the agent within a 360* profile is the customer, allowing the agent to work more effectively.
Conversation tools: this section is dedicated to the conversation tools that can be used within the conversation view to work most effectively
Bot handover: As (AI) bot handovers are becoming more common in combination with contact centre, this section is dedicated to working with bot handovers within various scenario's.
(Gen)AI assistant: As AI functionality can radically enhance your contact centre efficiency, this section is dedicated to providing all information required to do so when working in conjunction with AI.
Tutorials / explainer videos: As some things are more easily explained visually, this section is dedicated to tutorials and explainer videos that guide the usage of the Agent Inbox contact centre tooling
FAQ's Issues: this section is dedicated to the most frequently asked questions and issues that occur within the Agent Inbox, so you can resolve or answer your questions rapidly