Webex Contact Center Agent Desktop Experience
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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.
Related Videos
In Webex Contact Center - Agent Desktop
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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.
2:45
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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.
0:56
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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
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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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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
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Play video Webex Contact Center How to Consult with Another User
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.
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