Overview
Contact centre that lets you interact with customers using voice, chat, or email while being accessible via web browser. Depending on your profile configuration, you can communicate with customers through one, two or all three channels. Features include Agent Desktop, Webex Contact Centre analyser and Webex Control Hub.
Note: If enabled, you can also experience the Agent Desktop within Microsoft Teams as an embedded application.
Getting started with Agent Desktop
Get started with Webex Contact Centre
Includes:
- Working in the Agent Desktop.
- Manage voice calls.
- Manage chats.
- Manage emails.
- View performance statistics.
Getting started with new Agent Desktop user interface
Get started with Webex Contact Centre
Includes new features:
- Updated Task List and Details pane.
- Enhanced consult and transfer modals.
- Enhanced collaboration during consult calls.
- Schedule callbacks - Inbound and manual outbound.
- Outbound interactions: Digital and campaign enhancements.
Call handling and outbound call
Consulting a colleague
Replying to emails
Using chat
Set up and manage your AI Assistant notifications
Set up and manage your AI Assistant notifications
Enhance your efficiency using AI-generated summaries
Enhance wellbeing and engagement with automated wellness breaks
Enhance wellbeing and engagement with automated wellness breaks
Enhance performance and customer service using CSAT insights
Enhance performance and customer service using CSAT insights
Webex Contact Centre Analyser
Cisco Webex Contact Centre Analyser user guide
Includes:
- Visualisation and reports.
- Run a dashboard.
Webex Contact Centre Supervisors guide
Get started as a Supervisor
Includes:
- Supervise agents.
- Play dual role.
- Visualise and analyse date.
- Manage settings.
- FAQ.
Quick tour and signing out an agent
Call monitoring
Call monitoring continued
Call recording
Quick tour and visualisations
Dashboards
Scheduling reports
Thresholds alerts