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 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.
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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.
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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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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
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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 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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