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Webex Contact Center How to Consult with Another User

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You can consult with another Agent Desktop user while you are on the phone with a customer.

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In Webex Contact Center - Agent Desktop

Play video Webex Contact Center How to Assign Post Call Wrap-up Codes

Webex Contact Center How to Assign Post Call Wrap-up Codes

Entering post call wrap up codes are important to keep record of why calls were concluded.

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Play video Webex Contact Center How to Initiate a Conference Call

Webex Contact Center How to Initiate a Conference Call

Through the Webex Contact Center, an Agent is able to initiate a conference call between the customer and other Agents. This can be beneficial when a customer requests additional help or requests to speak with a manager.

0:57
Play video Webex Contact Center How to Use Idle State Codes

Webex Contact Center How to Use Idle State Codes

Idle state codes are useful for Agents to display the reason they need to step away from their station. This helps supervisors remain aware of activity happening between Agents.

0:49
Play video Webex Contact Center How to Enter Call Associated Data

Webex Contact Center How to Enter Call Associated Data

Your enterprise may use call-associated data variables or CAD to collect data entered by Agents. CAD provides insight to the quality of how calls are being handled, it can be used to target areas for improvement or acknowledgement.

1:16
Play video Webex Contact Center Agent Desktop Experience

Webex Contact Center Agent Desktop Experience

Understanding how to handle the different types of Multimedia interactions through the Webex Contact Center Platform will increase the effectiveness of each Agent.

1:17
Play video Webex Contact Center How to End a Call

Webex Contact Center How to End a Call

After the customer has been helped and the call can be concluded, to end a call, click “end call” on your device. After the call has been disconnected, you will be asked to enter a “Wrap Up Code” to keep record of the reasons the call was concluded

0:42

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