Webex Contact Center - Administration11 videos
Webex Contact Center Adding Agents
Agents represent the people handling call interactions in your contact center. Agents are what makes up teams and teams are what make up sites.
Webex Contact Center Agent Bulk Upload
Rather than adding Agents individually, you can upload multiple Agents from a .csv to the Webex Control Hub.
Webex Contact Center What is an Entry Point/Queue Group?
Creating Entry Points and Queues are a crucial part to configuring Contact Center Call Flows.These two features are areas where the customer will interact with while be directed to their proper Agent.
Webex Contact Center Using Bulk Upload to Add or Remove DN Mappings
Using the “Bulk Upload” tool to add or remove DN Mappings is a more efficient way to add multiple DN mappings to your Contact Center Platform. This saves time configuring, as well as allows for greater quality control.
Webex Contact Center Address Books
Agents can make outbound calls using address books. To simplify and speed up the outbound calling process, Agents can be given access to an address book from which they can select an entry to dial for outbound calls instead of entering a number.
Webex Contact Center Agent DN Validation Settings
It may be convenient for Agents to login their Agent desktops by using any DN. This is beneficial because it does not place limits on what number an Agent would have to use.
Webex Contact Center Managing Collaboration Settings
An Agent’s ability to collaborate is crucial to how he or she may get their job done. An Agent may want to collaborate with or Agents to ask for assistance while on a call.
Webex Contact Center Dial Plan Settings
If an Agent is assigned a profile in which the Dial Plan setting is enabled, the Agent can make out dial calls by entering valid text in the “Start a New Call” field of the dial pad on the Agent Desktop.
Webex Contact Center Managing Auxiliary Code Settings
Auxiliary codes are used to keep record of Agent activities. It is important for agents to accurately update their auxiliary codes so their activities and call data is recorded and can be referenced if need be.
Webex Contact Center User Roles
By default there are three main types of Users, or as they’re labeled in the portal “User Profiles”. Though the site starts off with these three different account types, administrators can create more with different permission sets.
Webex Contact Center About: Entry Points, Queue, Sites, Teams and Agents
A Webex Contact Center Tenant enterprise is an enterprise that has contact centers at one or more sites. The enterprise also has entry points for incoming contacts for voice calls, chat sessions, and designated email addresses associated with queues.