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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 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.

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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.

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Play video Webex Contact Center Understanding Agent States

Webex Contact Center Understanding Agent States

Agent States are states that you can be in while using the Agent Desktop. There are two categories of agent state: Agent Availability states and Agent Contact States.

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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.

1:51
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.

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Play video Webex Contact Center How to Place a Call on Hold

Webex Contact Center How to Place a Call on Hold

Agents may want to place a call on Hold while they gather additional information for a customer, instead of having dead air.

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