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
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.
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.
Save a library of frequently used scripts. Push and run scripts with a click for
easy patches and updates.
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.
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 with several TSRs and customers at once..
Easily support multiple customers at once from a tabbed client interface.
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
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.
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.