Webex Support adoption toolkit
How to use this toolkit
Your toolkit for successful adoption of Webex Support
Hey, IT admin, we've got your back.
This toolkit will show you how easy it is to deliver real-time technical support and customer service with Webex Support.
Share this with your customer operations teams who are looking to improve customer satisfaction, or even support service desk who want to reduce costs.
This toolkit includes the following:
- Overview of Webex Support
- Who Webex Support is for
- Special features and key benefits, at a glance
- Inspirational use cases you can share with colleagues who manage support services
- Useful links and handy tips to guide you
Made for you
We’d love to hear your feedback on how this toolkit has helped your users get to know Webex Support and begin to adopt it within your organization.
Join the Webex Community to talk with people driving adoption just like you.
Web automatic call distribution set up
Before setting up an automatic call distribution queue, the support / sales / customer service manager needs to consider the following questions:
01. Which agents should be assigned to the queue?
02. Can a single agent deal with one or multiple queries at the same time? The maximum number of concurrent sessions is 8 per agent but this isn't always achievable.
03. Can a customer choose which agent they would like to speak with?
04. Can a customer send their webcam video feed?
05. Should the customer have the option to save the chat transcript? Will they be prompted to do so?
06. Should all sessions be automatically recorded?
07. Can the agent use the file transfer option? If so, think about if they should offer the customer a file they can then save on their computer or save it to the customer's computer themselves.
08. What branding style should be used for the console (including fonts, colors and images)?
09. What questions should the customer be asked before the session?
10. What messages should be displayed in the following instances?
- When there are no agents available
- Outside of working hours
- When the customer is waiting for an agent
- To show a customer their position in the queue
- To show a customer their estimated wait time
- When an agent becomes available
- When an agent joins a session
- To say thank you
11. What questions should be asked on the feedback form at the end of the session?
12. What questions should the customer be asked when the queue is closed, so an agent can get back to them later on?
13. What phrases might be used most often by an agent when chatting with a customer?
Make sure the Webex Support administrator is aware of these decisions before creating the queue.
Configuring Webex Support checklist
The Webex Support administrator is responsible for creating the chat and call distribution queue. Using the information provided by the customer service / sales / support manager, here’s how they do it:
Configure the app settings: Agent and Customer preferences.
Apply branding for the app: header, image, colors and fonts.
Populate and activate the chat library to help agents provide faster answers.
Customize the pre-session, feedback and ‘leave a message’ forms.
Configure the queue with name, hours of operation request distribution and escalation threshold, wait notification, and leave message threshold.
Assign representatives to the queue.
Set up rules to direct calls to the most appropriate agent.
Create and publish an entry link.