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.
Create a queue
Manage a queue
Queue analytics
Add and manage users
Add new users manually in Control Hub
You can manually add users at a time your organization by entering their email addresses. You can also manage external users who are in different organizations already by assigning a Webex Meetings license to them.
Manually assign a license to existing users
You can assign the Customer Assist license at organization level, group level, and user level.
Add multiple new users manually in Control Hub
The CSV template enables you to add up to 20,000 users to your organization, and assign services at the same time.
Bulk assign license to users
You can assign Customer Assist license to multiple users through a CSV template.
Upgrade a call queue
If your organization has purchased a Customer Assist license and wants to move the existing basic call queue to Customer Assist queue, you can do it effortlessly from the Control Hub.
Create and manage a queue
You can create multiple queues for your organization. Use these queues when you can't answer customers' calls to provide an automated answer, comfort messages or hold music until someone answers.
Create and manage queues in bulk
You can add and manage queues in bulk using a queue CSV. The section cover the specific fields and values needed for the CSV upload of queues.
Edit queue settings
You can change the language, number of calls for the queue, and the caller ID for your queue.
Edit queue phone numbers
You can change your queue phone number and add up to 10 alternate numbers.
Edit call forwarding settings
You can forward all incoming calls dependent on a set of criteria that you define.
Edit overflow settings
The overflow settings determine how your overflow calls are handled when the queue becomes full.
Edit routing type
You can change the call routing pattern of your existing queue.
Edit call back settings
The call back option allows callers to receive a call-back to the phone number provided when their original position in the queue reaches. The phone number is verified against a location’s outgoing calls policy.
Manage holiday service
Configure the queue to route calls differently during the holidays.
Manage night service
Configure the queue to route calls differently during the hours when the queue isn’t in service. This is determined by a schedule that defines the business hours of the queue.
Manage forced forwarding
Forced forwarding allows the queue to be put in an emergency mode to forward calls to a different location during the emergency. Configure the queue to temporarily divert new incoming calls to a different route independent of the Night Service and Holiday Service route.
Manage stranded calls
A stranded call is processed by a queue that has no agents currently staffed. Configure the queue routing policy for calls stranded in the queue when all the agents are signed out.
Edit queue announcement settings
Edit queue announcement settings
Configure agent settings for user
The Control Hub administrator enables the phone number to use as the outgoing phone number for the agents in the call queue/hunt group.
Add or edit agents
Users who receive calls from the queue are known as agents. You can add or delete users from a queue. Users can be assigned to multiple queues.
View agent dashboard
Agent dashboard allows an administrator to have a consolidated view of all agents across queues. The dashboard displays the agents information and their queue participation. This allows an administrator to make appropriate queue staffing decisions and also change the join status of an agent easily.
Queue supervisor functions
Silent monitoring—Monitor an agent’s call without the caller knowing. Use this feature to make sure training is working or identify where agents need to improve. You can monitor the agent's call using FAC or Webex App.
Add or delete a supervisor
You can add or delete supervisors. When adding a supervisor, you can assign agents to them from multiple queues.
Assign or unassign agents to a supervisor
Assign agents to a supervisor so that the supervisor can perform silent monitoring, coaching, barge-in, and take over.
View agents assigned to a queue
You can see a list of all the agents who are assigned to a queue.
Queue and agent analytics
KPIs are available at the top of the page to show you a quick high-level status of incoming calls in call queues within the date range that you selected.