Webex Contact Center How to Consult with Another User
1:03
You can consult with another Agent Desktop user while you are on the phone with a customer.
Related Videos
In Webex Contact Center - Agent Desktop
-
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.
2:45
-
Play video What is the Privacy Shield
What is the Privacy Shield
Privacy Shield is a feature, which if your enterprise has set up, allows Agents to block the recording of sensitive information during a call. This is a good feature to protect customer information such as credit card and social security numbers.
1:37
-
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 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 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.
0:56
-
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
