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.
Agents Guides
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.
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.
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.
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.
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.
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.
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.
