Talkative Agent Console for Mitel Ignite Agents | Full Training Video

Modified on Fri, 11 Apr at 9:57 AM

The following video provides a comprehensive overview of the essential information and tools that agents using Mitel Ignite should be familiar with before accessing the Talkative console.

Timestamps:

0:00 – 1:44: Introduction

Overview of the video's structure and what to expect.

1:44 – 3:22: Starting and Accepting an Interaction

How a customer initiates a conversation.
How an agent accepts the interaction via the Mitel Console.

3:22 – 3:46: Customer Widget Features

Overview of the buttons and options available to customers in the website chat widget.

3:46 – 5:30: Talkative Console Overview

Summary of the key features available to agents in the console.

5:30 – 8:05: Messaging Functionality

How to send and receive messages using the live chat feature.

8:05 – 11:51: Canned Messages & AI CoPilot

Using pre-written canned responses.
Leveraging AI CoPilot for real-time assistance.

11:51 – 12:08: Emojis

How agents can select and send emojis during a chat.

12:08 – 13:17: AI Rewording Tool

Rephrasing messages using AI to sound more friendly, professional, or detailed.

13:17 – 15:05: Internal Messaging

Sending private messages to supervisors while handling a live interaction.

15:05 – 16:33: Navi – AI Support Assistant

Introduction to Navi, which analyzes chat context and provides helpful suggestions.

16:33 – 20:52: Information Page

Accessing detailed customer and system information.

20:52 – 22:38: History Page

Viewing past interactions with the customer.

22:38 – 24:47: Translate Feature

Enabling and using the real-time translation feature.

24:47 – 30:45: Video Calling

Starting a video or voice call with a customer.

30:45 – 35:45: Customer View & Co-browse

Viewing the customer’s active webpages.
Guiding customers using on-screen overlays.

35:45 – 36:36: Connection Status

Checking the customer’s connection status to the chat.

36:36 – 36:57: Transferring Conversations

Transferring the chat to another agent or team member.

36:57 – 40:35: Ending an Interaction

Step-by-step process for properly closing an interaction.

Was this article helpful?