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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Play video Webex Contact Center How to End a Call
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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
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Play video Webex Contact Center How to Place a Call on Hold
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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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Understanding how to handle the different types of Multimedia interactions through the Webex Contact Center Platform will increase the effectiveness of each Agent.
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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 How to Assign Post Call Wrap-up Codes
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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.
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