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.
In Webex Contact Center - Agent Desktop
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.
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
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.
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.
Webex Contact Center How to Consult with Another User
You can consult with another Agent Desktop user while you are on the phone with a customer.
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.