|
|
|
| Products & Services » Integerated Communications » Unified Comm. » Webex » Support Center |
 |
Webex |
|
|
|
|
|
|
|
|
|
Pre-Session
Inbound Online Request: Click-to-Connect
Make it easy for customers to initiate a session with a button on your
website, product, or email signature. Automatically route to a TSR’s
queue or a customized request form.
Outbound Request
Start a session from email or the Cisco WebEx One-Click desktop client.
Callback and Wait Times
Give customers the option to request a callback, and show them the
estimated wait time. The TSR and customer can join an audio conference
after receiving an immediate callback from WebEx.
In Session
Desktop, Application, and Co-Browsing Access
View or control a customer’s desktop or apps, or let them view or control
yours. Co-browse a browser window when a session starts.
Custom Scripts
Save a library of frequently used scripts. Push and run scripts with a click
for easy patches and updates.
File Transfer
Drag and drop files to and from a customer’s system to patch or update.
Log on to a Customer’s Desktop as Admin
Sign on to a customer’s machine as an administrator.
Remote Printing
Print from a customer’s computer to a local printer.
Integrated VoIP, Video, and Teleconference
Stream live video to personalize or enhance support. Speak with
customers via teleconference or integrated VoIP.
Chat
Chat with several TSRs and customers at once.
Multi-Session Client
Easily support multiple customers at once from a tabbed client interface.
System Information
Collect system information with one click. Print and save for future reference.
Reboot and Reconnect
Maintain the same session even after reboot and in safe mode.
Agent Inbox
Get a notification when a customer is in your queue. Control personal
settings and availability status.
Real-Time Status of Other Agents
TSRs can see all other agents’ queues and availability for easy escalations.
Post-Session Survey and Notes
Take customer surveys and save TSR session notes.
Manager Tools
WebACD Queue Manager
Set up queues with rules-based routing, by availability or skill set. Distribute
a large number of requests by allocating to sub-queues by percentage.
WebACD Manager Dashboard
Monitor all sessions and agent activity at both the queue and TSR levels. |
|
|
|
|
|
|
|
|