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.
Tutorials
Create a queue
Manage a queue
Queue analytics
Guides
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
