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Introduction
Key Features
Platform Structure and User Roles
Getting Started with Webex Engage

Admin Console

Privileges
Client Admin
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Reports
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User Management
Assets
Trends
Group Admin
Proactive Messaging
Intelligent Routing
Real Time Dashboard

Agent Console

Privileges
Queue
My Chats
Browser Notifications
Sound Notifications
Conversation Panel
Customer Details
Templates
Search
Social Mentions
Dashboards
Inter-team Chat Notifications
Advanced Reporting

Channel Assets

Facebook Channel
Twitter Channel
Email Channel
LiveChat Channel
API Channel
SMS Channel
Apple Messages for Business Channel
WhatsApp Channel
Priority Management (Beta)
- Priority Configuration - All Channels
- Priority Configuration - LiveChat

Reports

About Reports
Trend Charts
Sent Message Logs
Offline Reports
Tagged Chats
Agent Activity Report
Facebook Template Report
- View Report
Chat Outcome Logs
Flagged Reports
Platform Activity Logs
Events And Rules Logs
Survey Reports

Settings

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Manage
Configure
Cases

New Admin Console trial

Introduction
Getting started
Dashboard
Conversations
Customers
Groups
Users
Settings
Assets
Channel Assets
Proactive Messaging
Intelligent Routing

Agent console

You can manage custom fields and conversation-specific settings in the Agent console menu.

Updated 2 months ago