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Experiences by Mind Map: Experiences

1. Messaging

1.1. 1-1

1.1.1. Chat

1.1.2. SMS

1.1.3. MMS

1.1.4. Threads

1.1.5. Customized message and options

1.1.5.1. Delete

1.1.5.2. Forward

1.1.5.2.1. Other user

1.1.5.2.2. Email

1.1.5.3. Pin

1.1.5.4. Share

1.1.5.4.1. Integrations

1.1.5.4.2. Other user

1.1.5.5. Download reports

1.1.6. Message template

1.1.6.1. Auto reply

1.1.6.1.1. Presence

1.1.6.1.2. Calendar

1.1.6.1.3. Integrations

1.1.6.1.4. Business schedule

1.1.6.2. Reply options

1.1.7. Right panel

1.1.7.1. Call

1.1.7.2. Meet

1.1.7.3. Schedule

1.1.7.4. Contact infos

1.1.7.5. Files and images shared

1.1.7.6. Notes

1.2. Group communications

1.2.1. Chat

1.2.2. Broadcast SMS

1.2.3. MMS

1.2.4. Threads

1.2.5. Customized message and options

1.2.5.1. Delete

1.2.5.2. Forward

1.2.5.2.1. Other user

1.2.5.2.2. Email

1.2.5.3. Pin

1.2.5.4. Share

1.2.5.4.1. Integrations

1.2.5.4.2. Other user

1.2.5.5. Download reports

1.2.6. Message template

1.2.6.1. Auto reply

1.2.6.1.1. Presence

1.2.6.1.2. Calendar

1.2.6.1.3. Integrations

1.2.6.1.4. Business schedule

1.2.6.2. Reply options

1.2.7. Right panel

1.2.7.1. Call

1.2.7.2. Meet

1.2.7.3. Schedule

1.2.7.4. Contact infos

1.2.7.5. Files and images shared

1.2.7.6. Notes

1.2.7.7. Pin items

1.3. Channels

1.3.1. Public

1.3.1.1. Chat

1.3.1.2. Files sharing

1.3.1.3. Threads

1.3.2. Private

1.3.2.1. Chat

1.3.2.2. Files sharing

1.3.2.3. Threads

1.3.3. External contacts flow

1.3.3.1. Email invitation

1.3.4. Right panel

1.3.4.1. Call

1.3.4.2. Meet

1.3.4.3. Schedule

1.3.4.4. Contact infos

1.3.4.5. Files and images shared

1.3.4.6. Notes

1.3.4.7. Meeting history

1.3.4.8. Recordings

2. Meeting (video)

2.1. Unauthenticated

2.1.1. Join flow

2.1.1.1. First join flow

2.1.1.2. Save join flow

2.1.2. In-session experience

2.1.2.1. App and tools

2.1.2.1.1. Drawing tools

2.1.2.1.2. Keyboard and mouse controls

2.1.2.1.3. Background effects

2.1.2.2. In-meeting chat

2.1.2.3. Settings

2.1.2.4. Lock and restrictions

2.1.2.4.1. Password

2.1.2.5. Participant list

2.1.2.6. Meeting controls

2.1.2.6.1. Camera

2.1.2.6.2. Audio

2.1.2.6.3. Share screen

2.1.2.6.4. End meeting

2.1.2.6.5. Record

2.1.2.6.6. Hold/Resume

2.1.2.7. Emotions

2.1.2.7.1. Gif

2.1.2.7.2. Like

2.1.2.7.3. Emoji

2.1.3. End meeting experience

2.2. Authenticated

2.2.1. Join flow

2.2.1.1. Saved prefer join flow

2.2.2. In-session experience

2.2.2.1. Meeting controls

2.2.2.1.1. Camera

2.2.2.1.2. Audio

2.2.2.1.3. Share screen

2.2.2.1.4. End meeting

2.2.2.1.5. Record

2.2.2.1.6. Hold/Resume

2.2.2.2. Participant list

2.2.2.2.1. Organizer privileges

2.2.2.3. Settings

2.2.2.3.1. Audio

2.2.2.3.2. Camera

2.2.2.4. Lock and restrictions

2.2.2.4.1. Lobby

2.2.2.4.2. Password

2.2.2.5. In-meeting chat

2.2.2.6. App and tools

2.2.2.6.1. Smart notes

2.2.2.6.2. Drawing tools

2.2.2.6.3. Polls

2.2.2.6.4. Keyboard and mouse controls

2.2.2.6.5. Background effects

2.2.2.7. Emotions

2.2.2.7.1. Gif

2.2.2.7.2. Like

2.2.2.7.3. Emoji

2.2.2.8. Break-out rooms

2.2.2.9. Presence

2.2.2.9.1. Busy - In a meeting

2.2.3. End meeting experience

2.2.3.1. Share recording

2.2.3.2. Jump into next meeting

2.2.3.3. Auto start next meeting

3. Voice

3.1. Voicemail

3.1.1. Recordings

3.1.1.1. Download

3.1.2. Transcripts

3.1.2.1. Export

3.1.3. Management

3.1.3.1. Play

3.1.3.2. Delete

3.1.3.3. Mark as played

3.1.3.4. Call

3.1.3.5. Forward to user

3.1.4. Forward

3.1.4.1. Forward to email

3.1.4.2. Forward to SMS

3.2. Call panel

3.2.1. Call controls

3.2.1.1. Transfer call

3.2.1.1.1. Blind

3.2.1.1.2. Warm

3.2.1.2. Park call

3.2.1.3. Flip call

3.2.1.4. Merge call

3.2.1.5. Mute

3.2.1.6. End

3.2.1.7. Hold

3.2.1.8. Resume

3.2.1.9. Device settings

3.2.1.10. Dial pad

3.2.1.10.1. DTMF

3.2.1.11. Recording

3.2.1.12. Auto-record

3.2.2. Speaking indicator

3.3. Call cards

3.3.1. Flip call

3.3.2. Mute

3.3.3. End

3.3.4. Swap call

3.3.5. Hold

3.4. Attendant console

4. Training

4.1. Organizer

4.1.1. Join flow

4.1.2. In session

4.1.2.1. Meeting controls

4.1.2.1.1. Camera

4.1.2.1.2. Audio

4.1.2.1.3. Share screen

4.1.2.1.4. End training

4.1.2.1.5. Record

4.1.2.1.6. Hold/Resume ?

4.1.2.2. App and tools

4.1.2.2.1. Smart notes

4.1.2.2.2. Drawing tools

4.1.2.2.3. Polls

4.1.2.2.4. Keyboard and mouse controls

4.1.2.2.5. Background effects

4.1.2.2.6. Materials

4.1.2.2.7. Timer

4.1.2.2.8. Test

4.1.2.3. Activity

4.1.2.4. Attendee list

4.1.2.5. Settings

4.1.2.5.1. Audio

4.1.2.5.2. Camera

4.1.2.6. In-meeting chat

4.1.2.7. Attendee management

4.1.2.7.1. View attendee list

4.1.2.7.2. View materials

4.1.2.7.3. Share screen

4.1.2.7.4. Share webcam

4.1.2.7.5. Raise hands

4.1.2.7.6. In-meeting chat settings

4.1.3. End session experience

4.1.3.1. Dashboard

4.1.3.1.1. Duration

4.1.3.1.2. Attentiveness

4.1.3.1.3. Attendance

4.1.3.2. Post-training survey

4.2. Attendee

4.2.1. Join flow

4.2.2. In session experience

4.2.2.1. Meeting controls

4.2.2.1.1. Hand raising

4.2.2.1.2. Camera (only when organizer allows it)

4.2.2.1.3. Audio

4.2.2.1.4. Share screen (only when organizer allows it)

4.2.2.1.5. Leave

4.2.2.2. App and tools

4.2.2.2.1. Timer

4.2.2.2.2. Polls

4.2.2.2.3. Test

4.2.2.2.4. Activity (breakout rooms)

4.2.2.2.5. Keyboard and mouse controls (only when organizer allows it)

4.2.2.2.6. Drawing tools (only when organizer allows it)

4.2.2.2.7. Materials

4.2.2.3. Settings

4.2.2.3.1. Audio

4.2.2.3.2. Camera

4.2.2.4. Attendee list (only when organizer allows it)

4.2.2.5. In-meeting chat (only when organizer allows it)

4.2.3. End session experience

4.2.3.1. Post-training survey

5. Webinar

5.1. Organizer

5.1.1. Join flow

5.1.2. In session experience

5.1.3. End session experience

5.2. Attendee

5.2.1. Join flow

5.2.2. In session experience

5.2.3. End session experience

6. Contact center

6.1. Agent

6.1.1. Agent dashboard

6.1.1.1. Log into queues

6.1.1.1.1. On queue call

6.1.1.1.2. On a non queue call

6.1.1.1.3. Not on a call

6.1.1.1.4. Pause on queues

6.1.1.2. Log out of queues

6.2. Supervisor

6.2.1. Supervisor dashboard

6.2.1.1. Monitor queues

6.2.1.1.1. Answer calls

6.2.1.1.2. Transfer calls

6.2.1.1.3. Assign agents to queues

6.2.1.1.4. Un-assign agents to queues

6.2.1.1.5. Queue statuses

6.2.1.2. Monitor agents

6.2.1.2.1. Agent statuses

6.2.1.2.2. Log in/Log out agents

6.2.1.2.3. Pause/unpause agent

6.2.1.3. Contact agent

6.2.1.3.1. Agent on a call

6.2.1.3.2. Agent not on a call

6.2.2. Reports and analytics

6.2.2.1. Create/Filter reports

6.2.2.2. Export reports

6.3. IT Manager/Admin

6.3.1. CC Configurations

6.3.1.1. Personel management

6.3.1.1.1. Assign/Remove agent roles

6.3.1.1.2. Assign/Remove supervisor roles

6.3.1.1.3. Assign/Remove admin roles

6.3.1.2. Queue management

6.3.1.2.1. Create queues

6.3.1.2.2. Delete queues

6.3.1.2.3. Edit queues

6.3.1.2.4. Assign/Remove supervisor to queues

6.3.1.2.5. Assign/Remove agent to queues

6.3.2. Reports and analytics

6.3.2.1. Create/Filter reports

6.3.2.2. Export reports

6.3.2.3. Conversation intelligence