Cisco Cisco WebEx Meeting Center WBS31 Guía De Administador
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Chapt er 13
Manage WebACD queues
Use this procedure to set up or change WebACD (Web-based Automatic Call
Distribution) queues for routing customer requests to agents. The tabs group
the tasks into five areas. Setting up a queue involves:
Distribution) queues for routing customer requests to agents. The tabs group
the tasks into five areas. Setting up a queue involves:
Configuring the queue (Configuration tab)
–setting the hours of operation,
determining how WebACD routes the requests, and other details. See
Options on the Configuration tab
(on page 132).
Assigning agents to the queue (User tab)
–From a list of all available
agents, selecting agents who answer customer requests. See
Options on
the Users tab
(on page 135).
Designing the entry form (Entry Form tab)
–Adding and arranging the
fields that appear on the form customers fill out to request assistance. See
Options on the Entry Form tab
(on page 136).
Designing the entry link (Entry Link tab)
–Choosing the button style and
wording that appear on the button customers click to contact. WebACD
provides the html code, which you can place on your Web page. This link
connects to the entry form.
provides the html code, which you can place on your Web page. This link
connects to the entry form.
Constructing rules (Rules tab)
–Setting up the rules for routing requests to
agents. You create the rules based on the information you request on the
entry form.
entry form.
You can add more users and rules as you need them. You can start with a
simple structure and add to it as your needs change.
simple structure and add to it as your needs change.
If you have selected a queue to update, you can make the changes to
information on any tab.
information on any tab.
Manage WebACD