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New Agent Training (Next Gen)

Train new agents in the Next Generation Agent Console with this getting started guide (attached). For Classic Agent training, please see this article. Other recommended resources include: ...

Using Next Gen Chat as an Agent

Note: This is an article that references chat in the Next Gen Agent console. If you want to read about using chat in the Classic Agent Console, go here. Overview This article will give you a pre...

Keyboard Shortcuts in the Next Gen Agent

Overview As a busy customer service agent, you need to to perform a number of repetitive tasks with a minimum of effort. Keyboard shortcuts are a great way to maximize your efficiency. Usin...

Add a New Customer

In this article, you will learn how to: Add a new customer from the Next Generation Agent console. Add a new case and customer from the Classic console. Change existing customer information. ...

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