Getting Started with Skylight

Skylight is an agent experience for receiving and managing interactions for contact centers that use specific Customer Relationship Managers (CRMs) such as Salesforce Service Cloud or ticketing systems such as Zendesk Support. You can receive inbound messages (SMS, chat, or Facebook), email, and voice interactions.

If you're an administrator, see Administrator Checklist for Skylight and Skylight Desktop to ensure that you complete the required configuration for Skylight to be ready for agents to use.

Supported Browsers

For information on supported browsers and minimum screen resolution, see Supported Browsers.

Using Skylight

Getting Started

Logging in to Skylight
Changing your State in Skylight
Changing Extensions in Skylight
Selecting Statistics to Display in Skylight
Logging Out of Skylight

Handling Interactions (By Channel)

Working with Voice Calls in Skylight
- Adding and Managing Participants in Skylight
- Placing Outbound Calls in Skylight
Working with Facebook, SMS and Chat Messages in Skylight
Working with Email Interactions in Skylight

General Interaction Handling

Tutorial: Working with Interactions in Skylight
Transferring Interactions in Skylight
Using Notes in Skylight
Selecting Disposition Codes in Skylight
Wrap Up in Skylight
Using Templates in Skylight
Using Scripts in Skylight
Placing Outbound Calls in Skylight

Navigating Skylight

Navigating Skylight
Navigating Voice Interactions
Navigating Messaging Interactions
Navigating Email Interactions
Managing Multiple Interactions