Text formatting
Text formatting enables the agent to present the engagement effectively and attractively. Good formatting distinguishes different parts of the engagement and helps the customer understand the message. It can be applied to all the elements of the engagement, from a single character to whole sentences.
Tip: Nuance recommends you to use text formatting to emphasize specific information.
Text formatting enables the agent to bold, italicize, underline or highlight words(s) in the engagement. Unlike spell check, which is an automatic feature that activates once it recognizes a misspelled word, text formatting is controlled by the agent.
Note: You need to Enable the text formatting option in the Workforce Management system under Portal.
Identify whether text formatting is active
Note: To maximize efficiency, Nuance recommends you to select the desired format before typing the word(s) when using any text formatting option.
When you select a text format feature, it is highlighted in gray, indicating that the feature is active.
Activate text formatting
To activate text formatting, perform the following steps:
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Click the desired text format icon to activate it.
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Type word(s).
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Click the text format icon again to deactivate text format.
The highlight text format icon activates a color menu to make a color selection.
Remove text formatting
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Highlight the word(s) with your mouse.
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Click the active text format icon to remove the formatting.