Cisco Cisco WebEx Meeting Center WBS31 Guía De Administador
Chapter 13: Manage WebACD
133
Option
Description
Features
Request from customer as soon as the session begins
From the list, select application or desktop sharing, co-browsing
full control or view only.
full control or view only.
Open the following URL as soon as the session begins
To save time, you can have WebACD display a Web site of
your choice when the session starts. Enter that URL here.
your choice when the session starts. Enter that URL here.
Auto-start voice call (VoIP) for this queue
Automatically start a voice call for this queue.
Enable Technical Support features
Include System information, Customer scripts, Reboot, and
Log on as different user features for customers on this queue.
Uncheck to use a Customer Service-only configuration for this
queue.
Log on as different user features for customers on this queue.
Uncheck to use a Customer Service-only configuration for this
queue.
While customer is
waiting....
waiting....
Show the customer’s queue position in the chat window
Display the customer’s position in the queue in the chat
window.
window.
Show the customer’s estimated wait time in the chat window
Display the estimated queue wait time for this customer.
Hours of Operation
Open
The queue is preset to accept requests 24 hours a day.
Open on
If you choose "Let me specify hours" option, you can select specific
days and hours of operation.
days and hours of operation.
Queue time zone
Your chat messages use this time zone for time stamps.
Request Distribution
Request distribution
Everybody: No preset order for taking the call
Most Idle: Person who has the longest elapsed period of inactivity
receives the next request
receives the next request
Round Robin: Calls are distributed to users based on a preset
order.
order.
Escalation threshold
For all queue types:
You can set the number of seconds that elapse before the call
is available to all agents.
is available to all agents.
60 seconds is the preset length of elapsed time. You can enter
a longer or shorter time period (from 30 to 999 seconds).
a longer or shorter time period (from 30 to 999 seconds).
Options
Select the check box: "Allow users to choose specific customers in
the queue," to allow any agents to select a particular caller from a
the queue," to allow any agents to select a particular caller from a