Best practices

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.