Digital Channels — pages 33–76
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- pp. 58–61: Unified CCX Agent Email
- pp. 62–63: Unified CCX Web Chat
- pp. 64–64: Manage Digital Channels
- pp. 65–69: Email Features
- pp. 70–74: Chat Features
- pp. 75–75: Apply Wrap-Up Reasons for Chat and Email
- pp. 76–76: Digital Channel Reports