Catalyst

GET STARTED

Information you need to know to get up and running in Edify Huddle.

• Log in to Edify app
• Edify App workspaces
• Managing your Status
• Call Settings configurations -
  • Prepare for Managing Calls
  • Routing Inbound Calls
  • Configure WebRTC Settings
• Profile settings  -
  • Set Up Voicemail
  • Upload Profile Picture
  • Add Mobile Number to Profile

Queue

• Navigate Queue Workspaces
  • Queue Home
  • Queue List
    
  • Create Outbound Interactions
• Types of Interactions -
  • Manage Voicemail Interactions
  • Manage Callback Interactions

• View interactions
• Coach completed interactions

Engaging with Customers

• Navigate Interaction Workspace
  • Customer Details Tab
  • Knowledge Tab
  • Script Tab
• How To - Manage an Interaction: 
  • Transfer Interactions
  • End Interaction
  • Run an Embedded Workflow 

Dashboard

• Navigate Team View Workspace

Reports

• Reports workspace overview
• Data sources for reports

dashboards

• Analytics workspaces overview

Chat

• Navigate Chat Workspace
• How To - Configure Chat Settings
  • Set Chat Notification Preferences

• How To - Collaborate with Coworkers
  • Working in Channels
  • Chatting in Direct Messages

Softphone

• Softphone Workspace Overview -
  • Create Outbound Call
  • Transfer a Softphone Call

• Call History workspace
• Voicemail workspace
• UC Fax workspace
• Directory

MOBILE

• Navigate Mobile Workspaces
• Create Outbound Call (Mobile)