Webex Contact Center Adding Agents
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Agents represent the people handling call interactions in your contact center. Agents are what makes up teams and teams are what make up sites.
Related Videos
In Webex Contact Center - Administration
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Play video Webex Contact Center Address Books
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.
2:58
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Play video Webex Contact Center What is an Entry Point/Queue Group?
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.
2:32
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Play video Webex Contact Center Dial Plan Settings
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.
3:20
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Play video Webex Contact Center Managing Auxiliary Code Settings
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.
2:36
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Play video Webex Contact Center Agent Bulk Upload
Webex Contact Center Agent Bulk Upload
Rather than adding Agents individually, you can upload multiple Agents from a .csv to the Webex Control Hub.
1:26
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Play video Webex Contact Center Managing Collaboration Settings
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.
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