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Cisco CISCO WEBEX SUPPORT CENTER WBS30 Data Sheet

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A Quality Customer Service Experience from End to End
Table 1 summarizes the features and benefits of the Cisco 
WebEx Support Center.
Table 1.  Main Features and Benefits
Features
Benefits
Inbound request 
routing
•  Use a branded button on your website, 
product, or email signature to simplify 
customer connections.
•  Automatically route support requests to a 
customized request form or directly to an 
agent queue.
•  Control inbound routing to meet internal 
policy, SLA, or compliance requirements.
Dedicated agent 
URLs
•  Provide customers with a dedicated URL 
assigned to an agent for continuity.
Callback and wait 
times
•  Provide a callback request option with 
estimated wait times, with the capability 
to join an audio or web conference after 
receiving a callback, or leave a message if 
the wait time threshold is exceeded.
Web, desktop, 
and application 
sharing
•  Agents can launch a web conferencing 
session to securely share webpages, 
desktops, applications, and streaming 
videos with customers.
High-quality video 
and integrated 
audio
•  Provide more personalized interaction with 
high-quality (360p) two-way video along 
with teleconferencing or voice over IP (VoIP).
Multisession chat 
management and 
script library
•  Agents can manage multiple chat sessions 
in a single window using a tabbed client 
interface.
•  Agents can take advantage of a library of 
frequently used chat scripts that can be 
pushed to a customer in a chat window.
Agent inbox
•  Agents are automatically notified when 
a customer is in their queue, which are 
preferred customers, and how long each 
customer has been waiting.
Real-time status 
of other agents
•  Allow agents to see all other agents’ 
queues and availability to enable call 
distribution or problem escalation.
Customer 
satisfaction survey
•  Deliver satisfaction customer surveys 
automatically at the end of a session for 
more immediate feedback.
Network-based 
session recording 
and after-session 
reporting
•  Record and archive sessions manually or 
automatically; save every action within a 
session, including chat, audio, video, and 
document sharing for review and auditing.
•  View detailed reports by individual sessions 
and agents, and global reports across 
queues and agent pools.
Manager Tools
Cisco WebACD Queue Manager
Set queues with rules-based routing, including by availability, 
time of day, geography, or skill set. Distribute a large number 
of requests by allocating them to subqueues by percentage.
Cisco WebACD Manager Dashboard
Monitor all sessions and activities at both the queue and the 
individual agent levels.
Management Reporting 
Meet compliance, internal policy, and SLAs with extensive 
management reporting features. Measure help desk and 
support statistics, including number of sessions, session 
time, and session feedback. Get on-demand reports of chat 
transcripts, time and duration of session, and more.
Share web content, applications, videos, and documents with 
online customers.
For More Information
For more information about Cisco WebEx Support Center,  
please visit:
Cisco WebEx Support Center is updated regularly to meet the latest 
system compatibility needs. Please visit 
 to 
see system requirements.
Languages currently supported include Chinese (Simplified and 
Traditional), Danish, Dutch, English, French, German, Italian, 
Japanese, Portuguese (Brazilian), Russian, Spanish (Latin American 
and European), and Turkish on the Microsoft Windows platform.  
The Mac in-meeting experience is available only in English.
* Supported only in the Microsoft Windows environment
Learn more about Cisco WebEx Support Center and 
other WebEx solutions, all from Cisco. Speak with  
a solution specialist at 877-509-3239.
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. 
To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the 
word partner does not imply a partnership relationship between Cisco and any other company. (1110R)
C78-687696-02 08/15