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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Entering post call wrap up codes are important to keep record of why calls were concluded.
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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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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You can consult with another Agent Desktop user while you are on the phone with a customer.
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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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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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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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