Overview
Essential contact center capabilities that let you interact with customers via voice, chat, or email, all accessible through the Webex App, providing a seamless and integrated experience. Features include screen pop, queue management, analytics and reporting, and user management through the Webex Control Hub.
Get started with Webex Customer Assist
As an agent, use Webex App to carry out your daily work. Join or unjoin queues, choose from multiple lines, and manage your calls. Use the screen pops to view relevant customer information to assist you with your calls.
Sign in to Webex App
Sign in to Webex App
View all queues
You can view the information available for all the queues that you're a member of.
Sign in and join a queue
When you sign in, you can join any queues that you're added to by your supervisor. When you join a queue, you'll start to receive calls for the call queue.
Answer calls
As a member of a queue, you receive notifications for incoming calls on those queues. On Windows, you'll receive a notification on the calling dock, or if you're using Mac you'll receive an incoming call alert window.
Get started with Webex Customer Assist
As a supervisor, review your agents and queues. View realtime data and review any historical data for agents and queues.
Sign in to Webex App
Sign in to Webex App
Monitor all agents
Your administrator sets you up with agents in queues. Monitor all the agents and review their information in real time.
Monitor an agent on a call
Listen in to a conversation between an agent and a customer in real time.
Manage agents in queues
Agents are assigned to queues and you can choose to join or unjoin the agents to queues. When agents join queues and are available, they start to receive calls.
Change agent status
Choose whether your agents are available or unavailable to take calls in their queues.
Sign out an agent
Sign out an agent
View agent statistics
Review the performance of your agents over a period of time. Analyze the available agent information such as connected counts, average handle time, average inbound connection time, average inbound hold time and many more.
View call queues in real time
Review queues and see how they are progressing. Analyze the available information, such as the average wait time, number of calls in each queue and how many agents are available for answering call.
View historical data for queues
Review the performance of queues over a period of time. Analyze the available queue information, such as data for answered, abandoned, average hold time, average queue wait time, and much more.