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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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In Webex Contact Center - Agent Desktop

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 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.

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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

0:42
Play video Webex Contact Center Agent Desktop Experience

Webex Contact Center Agent Desktop Experience

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 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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