Using Emplifi Agent Help

Because Emplifi Agent is a highly configurable solution, many areas of the system may perform or look different from other companies using the software. Therefore, documentation provided by Emplifi addresses topics generally, and it highlights areas where you might expect a feature to behave differently than documented.

Most companies using Emplifi Agent have a designated administrator who is in charge of all the configuration for the application. This Help is aimed at assisting them in the usage, maintenance, and configuration of the Emplifi Agent solution.

The Emplifi Agent Help is divided into two sections:


The Administration Guide provides Emplifi Agent Administrators with all of the information necessary to configure and maintain an Emplifi Agent implementation. While it provides all of the necessary information, it is intended to supplement administrator training, not to replace it.

User's Guide

The User's Guide provides an introduction to the Emplifi Agent client from the perspective of a basic user (for example, a contact center agent). It provides an overview of basic concepts, features, and functionality. It is intended to supplement full end-user training, not to replace it.


Finding Help for a Topic

There are a number of ways to locate information in the Help:

Context Sensitive Help

Most screens in Emplifi Agent provide context-sensitive Help. Clicking the Help button on the Application Banner will take you directly to an appropriate topic within the Help based on your current location. You can also press [Ctrl + F2] to access the Help topic.

Table of Contents

Many of the topics in the Help are located in the Table of Contents. To locate a topic, navigate through the Table of Contents menu. There are only a few levels, so continue to expand the content areas until you find the topic you need. Then, click the topic name.

Additionally, a Mini Table of Contents displays on the right side of each topic. This shows all the topics that are around your current topic at the parent, child, and sibling levels.

Related Topics

A link named "Related Topics" is available at the bottom of many pages in the Help. These links display a list of additional topics related to the current topic.


Every screen in the Help has a Search bar across the top menu. Search for topic titles, keywords, or concepts to locate topics.

To search for a phrase, use quotation marks on either side of the phrase. If you do not do this, the search is performed on each word individually and does not provide accurate results for your phrase.

Once you perform the search, the word or group of words will be highlighted so you can quickly browse the page. Click the Remove Highlights button to remove the highlights from the page.

Standards Used in the Help

Item Standard Example
Menu Option Menu Options are indicated in bold text. Go to the File menu, and click Save.
Buttons Buttons are indicated by bold text.  If the buttons contain a picture, the picture icon displays beside the name of the button.
  • Go to the View menu, and click Status Bar.
  • Click the Save button .
Field Names and Options Specific fields will be referred to in bold text. Specific options in a field are contained in double quotes. This option only applies if you have selected the "Do Not Use" option in the Apply Widgets field.
Screen Names Screen names are typed in normal text, but are followed by one of the following words: screen, window, view, or pane.
  • The Duplicate Case Search Rules screen is used to ...
  • From the Case window, press [Ctrl+I] to...
  • In the Options view, type the...

Tabs and Sections Some screens contain tabs or sections; the names of these tabs and sections will be referred to in bold text to indicate the specific area where you need to perform the step.
  • On the Setup screen, click the Settings tab.
  • In the Settings section of the Setup screen, enter...
Drop-down hyperlinks In addition to standard hyperlinks to other related topics, there are also drop-down hyperlinks.
Pop-up hyperlinks In addition to standard hyperlinks to other related topics, there are also pop-up hyperlinks. Pop-up hyperlinks
Expanding text hyperlinks In addition to standard hyperlinks to other related topics there are also expanding text hyperlinks.

Expanding text hyperlinks: ClosedThis is an example of an expanding text hyperlink.