Click New and click the Directories tab.If you would like to know more about how these are added, contact your administrator. The Directories tab displays additional address books from partner platforms such as Microsoft Teams and Zoom. If you are not part of the CR group and would like more information, contact your CXone Account Representative. You can see the status of the agents assigned to this skill, the amount of contacts in queue, and so forth. You can also select a skill to display a list of agents that are assigned to the skill and make a call directly to 1 of these agents. From this list, you can make a call through a skill which will be placed in that skill's queue. The My Team tab displays all of the agents on your team and whether or not they're available.Ĭontains a list of all the skills to which you are assigned. Top Hits is sorted by relevance with the most commonly contacted ACD skill and agents at the top. This filter is channel-specific, so only agents and ACD skills relevant to the interaction type appear. It provides a list of the agents and ACD skills to which your team most often transfers contacts. The Top Hits tab only appears when you access the address book to transfer or conference a contact. In both instances it displays the last 24 hours or first 100 records, whichever is greater. The Recent tab differs in name between the two instances of the address book: when you initiate a new call, it is called History, and when you open the address book to transfer or conference a call, it is called Recent. It is the default tab that appears when you open the address book. If you transfer or initiate an interaction to a n ACD skill, you will be connected with an available agent who possesses the selected ACD skill. Keeping all your contacts in one place is key to staying organized and stress-free.The Main tab allows you to drill down through various categories, such as all ACD Skills, all Agents, and custom address books your administrator has configured. There’s nothing more frustrating than needing to call or email someone, only to realize you no longer have their contact information saved. Decluttering your address book will keep it organized.Ĭreating a digital address book is simple and completely worth it. You may also realize that you have duplicate contacts in your address book that you can merge. Or maybe you realized that some of your contacts have new emails or phone numbers that need to be updated. Maybe you stored someone’s contact information three years ago but haven’t had a reason to message them since. Go through your address book at least once a year to review and delete contacts. That way, you’ll never lose your contacts, and you can access and update your address book from anywhere. Store your address book in a cloud, like OneDrive. Adding a notes section to your address book is also a great place to store work information-for example, if you met an interesting person at a networking event, you could take note of the company they work for. Taking notes can also help you remember how you know them. You can write “do not call after 6 PM” in your notes to reference if you later forget when they said not to call them. Taking notes on your contacts will allow you to store additional important information on them-for example, maybe your coworker has warned you not to call them after 6 PM. If the address book template you select doesn’t have a notes column, add one in. Or you can a new spreadsheet within the document for each contact category, for example, a tab for family members, a tab for college friends, and so on. When you use an address book template in Excel, you may want to consider color-coding your contacts based on how you know each-for example, you can make rows pink for friends and orange for coworkers. There are plenty of free address book templates out there that can quickly be customized. With a template, you won’t have to spend time manually making a list of your contacts in Excel. Use a templateĬonsider using an address book template to easily store your contacts. It’s easy to view and insert information into each row and column. The easiest way to keep your contacts organized digitally is with Excel. Plus, a physical address book is easier to lose. Having a digital address book is easiest because you can quickly search for your contacts within your device or document. Nowadays, not many people have physical address books. But to keep your address book organized, you may want to store the contact information of those whom you know you’ll need to contact regularly. You can store anyone’s contact info in your address book, whether it’s your favorite takeout restaurant’s phone number or your mother-in-law’s. Turn ideas into reality with Microsoft Excel Learn More Turn ideas into reality with Microsoft Excel
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