This video provides a comprehensive overview of the essential features and tools that Mitel CX agents should understand before using the Talkative console. It covers everything from accepting chats and sending messages to using AI tools, translations and wrapping up interactions.
📚 What You'll Learn
By the end of this training, you’ll know how to:
- Log into the Talkative console and make yourself available for chats
- Accept and manage customer interactions
- Use canned messages and AI tools to enhance your replies
- Communicate internally with supervisors or colleagues
- Enable real-time translation for multilingual conversations
- Start video calls and use co-browsing to assist customers
- Navigate customer history and session information
- End chats properly, apply tags, and block users if needed
📽️ Mitel CX Agent Training Video (13 Minutes)
Watch the full training session covering all aspects of the Agent Console and how to use it effectively.
🕒 Video Timestamps & Topics Covered
0:00 – 1:00: Agent Availability & Accepting an Interaction
- How to set your status to “Online”
- Steps to accept incoming chats and begin the conversation
1:00 – 3:10: Chat Overview
- Responding to customer messages
- Attaching images and emojis
- Using the AI rewording tool to adjust message tone
3:10 – 5:50: Canned Messages & AI CoPilot
- Selecting and using pre-written canned responses
- Leveraging AI CoPilot for message suggestions
5:50 – 6:38: Internal Messages
- Sending private messages to colleagues or supervisors
- Viewing and replying to internal messages during a live chat
6:38 – 7:35: Translation Tools
- Enabling the real-time translation feature
- How translation works with examples of multilingual interactions
7:35 – 9:40: Video, Customer View & Co-browsing
- Starting a video call with a customer
- Viewing the customer’s live webpage
- Using co-browse to navigate and assist on the website
9:40 – 13:00: Console Navigation & Customer History
- Using the Information page to view device and session details
- Accessing the History page for past interactions
- Tips for navigating the agent console efficiently
13:00 – 13:38: Ending an Interaction & Wrap-Up
- How to end chats properly
- Applying outcome tags
- Optionally blocking a customer if needed