<?xml version="1.0" encoding="utf-8"?>
<CatapultTargetConcepts>
    <ConceptEntry Term="AgentProfile">
        <ConceptLink Title="Configure Your Profile" Link="/Content/AgtProfileAgentConfiguring.htm#aanchor5" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Change Your Workplace Number" Link="/Content/AgtMyProfilePhoneNumberChanging.htm#aanchor6" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Configure Email Options" Link="/Content/AgtMyProfileEmailAddress.htm#aanchor7" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Configure Your External CRM" Link="/Content/AgtMyProfileExternalUsername.htm#aanchor8" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Personalize Your Console" Link="/Content/AgtProfilePersonalization.htm#aanchor9" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="View Your Assigned Queues" Link="/Content/AgtMyProfileQueueAssignments.htm#aanchor10" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
    <ConceptEntry Term="AgentStatus">
        <ConceptLink Title="Set Your Status" Link="/Content/AgtStatusManaging.htm#aanchor11" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Set Your Status" Link="/Content/AgtStatusManaging.htm#aanchor12" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
    <ConceptEntry Term="Chat">
        <ConceptLink Title="Process Chat Interactions" Link="/Content/AgtChatInteractionsProcessing.htm#aanchor34" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Overview of Chat Interactions" Link="/Content/AgtChatInteractionsOverview.htm#aanchor35" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Inbound Chat Work Flow" Link="/Content/AgtChatInboundWorkFlow.htm#aanchor36" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Overview of Multi-Chat" Link="/Content/MultiChat/Multi_chat.htm#aanchor37" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Process Chat Interactions" Link="/Content/AgtChatInteractionsAccept.htm#aanchor38" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Enhanced Control on Agent Status" Link="/Content/AgentStopNew.htm#aanchor39" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Handle Multiple Chats " Link="/Content/MultiChat/HandlingMultipleChats.htm#aanchor40" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Transfer Customer Chats to a Different Queue" Link="/Content/AgtChatTransferToQueue2.htm#aanchor41" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Save Chat Logs" Link="/Content/SavingChatLogs.htm#aanchor42" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Insert FAQ Responses into Chat Interactions" Link="/Content/AgtChatFAQAnswersOverview.htm#aanchor43" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
    <ConceptEntry Term="Codes">
        <ConceptLink Title="Select Status Codes" Link="/Content/AgtCodesStatusChoosing.htm#aanchor13" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Select Outbound Phone Codes" Link="/Content/AgtCodesOPCLChoosing.htm#aanchor14" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Select Transaction Codes" Link="/Content/AgtCodesTransactionChoosing.htm#aanchor15" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
    <ConceptEntry Term="Collaborate">
        <ConceptLink Title="Use the Collaborate Feature" Link="/Content/AgtCollaborateOverview.htm#aanchor75" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Establish Collaborate Sessions" Link="/Content/AgtCollaborateSessionCreating.htm#aanchor76" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
    <ConceptEntry Term="CRMReports">
        <ConceptLink Title="Create CRM Reports" Link="/Content/AgtCRMReportsOverview.htm#aanchor68" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Create CRM Customer Reports" Link="/Content/AgtCRMReportsCreateCustomerReport.htm#aanchor69" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Create CRM Case Reports" Link="/Content/AgtCRMReportsCreateCaseReport.htm#aanchor70" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Create CRM Task Reports" Link="/Content/AgtCRMReportCreateTaskReport.htm#aanchor71" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
    <ConceptEntry Term="CRMs">
        <ConceptLink Title="Manage Customers, Cases, Follow-Ups, and Tasks in Local CRM" Link="/Content/AgtCRMCustomersCaseFollowupOverview.htm#aanchor50" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="CRM Landing Page" Link="/Content/AgtCRMLandingPage.htm#aanchor51" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Create and Edit Customer Records" Link="/Content/AgtCRMCustomersCreateOrEdit.htm#aanchor52" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Create and Edit Case Records" Link="/Content/AgtCRMCasesCreateOrEdit.htm#aanchor53" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Create Follow-up Records" Link="/Content/AgtCRMFollowupCreate.htm#aanchor54" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Create and Edit Tasks" Link="/Content/AgtCRMCreateTasks.htm#aanchor55" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Search CRM Data" Link="/Content/AgtCRMSearchForCasesOrCustomers.htm#aanchor56" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Delete CRM Data" Link="/Content/AgtCRMDeleteData.htm#aanchor60" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Understand Your Rich Text Editor" Link="/Content/AgtCRMRichTextEditor.htm#aanchor61" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Create CRM Reports" Link="/Content/AgtCRMReportsOverview.htm#aanchor68" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
    <ConceptEntry Term="CRMSearch">
        <ConceptLink Title="Search CRM Data" Link="/Content/AgtCRMSearchForCasesOrCustomers.htm#aanchor56" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Search for Customer Records" Link="/Content/AgtCRMSearchCustomers.htm#aanchor57" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Search for Cases" Link="/Content/AgtCRMSearchCases.htm#aanchor58" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Search for Tasks" Link="/Content/AgtCRMSearchTask.htm#aanchor59" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
    <ConceptEntry Term="Email">
        <ConceptLink Title="Process Email Interactions" Link="/Content/AgtEmailInteractionsOverview.htm#aanchor44" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Inbound Email Work Flow" Link="/Content/AgtEmailInboundWorkFlow.htm#aanchor45" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Accept Email Interactions" Link="/Content/AgtEmailInteractionsAccept.htm#aanchor46" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Respond to Emails" Link="/Content/AgtEmailReply.htm#aanchor47" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Transfer Emails to a Different Queue" Link="/Content/AgtEmailInteractionsTransferToQueue.htm#aanchor48" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Insert  FAQ Responses into Emails" Link="/Content/AgtEmailFAQAnswersInMessages.htm#aanchor49" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
    <ConceptEntry Term="Login">
        <ConceptLink Title="Log In" Link="/Content/AgtLogInAndSetStatus.htm#aanchor0" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Create a New Password (Except for Unified Login and Virtual Office)" Link="/Content/AgtChangePassword.htm#aanchor1" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Reset Your Password" Link="/Content/AgtResetPassword.htm#aanchor2" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Reset Your Password" Link="/Content/AgtResetPassword.htm#aanchor3" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Log Out" Link="/Content/AgtDesktopLoggingOut.htm#aanchor4" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
    <ConceptEntry Term="Multi-chat">
        <ConceptLink Title="Enhanced Control on Agent Status" Link="/Content/AgentStopNew.htm#aanchor39" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
    <ConceptEntry Term="Notification">
        <ConceptLink Title="Post and View Notification Messages" Link="/Content/AgtNoticesOverview.htm#aanchor72" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Send Notification Messages" Link="/Content/AgtNoticesPosting.htm#aanchor73" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="View Notification Messages" Link="/Content/AgtNoticesViewing.htm#aanchor74" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
    <ConceptEntry Term="PhoneConf">
        <ConceptLink Title="Transfer Phone Interactions to Another Agent" Link="/Content/AgtPhoneTransferToAgent.htm#aanchor23" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Overview of Conference Calls" Link="/Content/AgtPhoneConferenceCallOptions.htm#aanchor26" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Add Agents to a Conference Call" Link="/Content/AgtPhoneAddAgentToConference.htm#aanchor27" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Add External Parties to a Conference Call" Link="/Content/AgtPhoneAddPhoneNumberToConference.htm#aanchor28" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
    <ConceptEntry Term="PhoneInbound">
        <ConceptLink Title="Accept Phone Interactions" Link="/Content/AgtPhoneAcceptInteraction.htm#aanchor19" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Record Phone Interactions" Link="/Content/AgtPhoneRecording.htm#aanchor20" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Play Your Recorded Messages" Link="/Content/AgtUseAgentRecordings.htm#aanchor21" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Add Notes During an Interaction" Link="/Content/AgtPhoneAddingNotes.htm#aanchor22" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
    <ConceptEntry Term="PhoneOutbound">
        <ConceptLink Title="Make Outbound Phone Calls" Link="/Content/AgtPhoneMakeOutboundCalls.htm#aanchor29" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Call Agents" Link="/Content/AgtPhoneHowAgentDesktopPlacesOutboundCalls.htm#aanchor30" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Dial Digit Tones" Link="/Content/AgtUsingDialPad.htm#aanchor31" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Process Outbound Campaign Calls" Link="/Content/AgtPhoneManageCampaigns.htm#aanchor32" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Manage Your Status During Outbound Calls" Link="/Content/AgtPhoneMangeStatusDuringOutboundCalls.htm#aanchor33" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
    <ConceptEntry Term="PhoneOverview">
        <ConceptLink Title="Process Phone Interactions" Link="/Content/AgtPhoneInteractionsProcess.htm#aanchor16" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Inbound Phone Call Flow" Link="/Content/AgtPhoneInboundCallFlow.htm#aanchor17" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Overview of Phone Controls" Link="/Content/AgtPhoneControlsOverview.htm#aanchor18" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
    <ConceptEntry Term="PhoneTransfer">
        <ConceptLink Title="Transfer Phone Interactions to Another Agent" Link="/Content/AgtPhoneTransferToAgent.htm#aanchor23" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Transfer Phone Interactions to Another Phone Queue" Link="/Content/AgtPhoneTransferToQueue.htm#aanchor24" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Transfer Phone Interactions to an External Phone Number" Link="/Content/AgtPhoneTransferToNumber.htm#aanchor25" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
    <ConceptEntry Term="TextEditor">
        <ConceptLink Title="Understand Your Rich Text Editor" Link="/Content/AgtCRMRichTextEditor.htm#aanchor61" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Menu Elements of the Rich Text Editor" Link="/Content/AgtCRMRichTextEditorSummary.htm#aanchor62" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Insert Images in Case Description" Link="/Content/AgtCRMRichTextEditorInsertImage.htm#aanchor63" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Insert Hyperlinks in Case Description" Link="/Content/AgtCRMRichTextEditorInsertHyperlink.htm#aanchor64" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Insert FAQs" Link="/Content/AgtCRMRichTextEditorInsertFAQ.htm#aanchor65" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Insert Signatures in Case Description" Link="/Content/AgtCRMRichTextEditorInsertSignature.htm#aanchor66" UsedConditions="" LocalConditions="" />
        <ConceptLink Title="Check Spelling in Case Description" Link="/Content/AgtCRMRichTextEditorSpellChecker.htm#aanchor67" UsedConditions="" LocalConditions="" />
    </ConceptEntry>
</CatapultTargetConcepts>