Cisco Cisco WebEx Meeting Center WBS31 Guía De Administador
Chapter 1: Configure Your Site
26
You can create and save frequently used messages or questions for Remote
Support agents to use during customer chat sessions. You can create
sentence groups, which can be associated with specific agents or queues.
Support agents to use during customer chat sessions. You can create
sentence groups, which can be associated with specific agents or queues.
1
Select Manage Site > Site Settings.
2
Select Common from the site settings drop-down menu.
3
Scroll down to the Chat Preferences section and click the Chat Phrase
Library link.
Library link.
4
Continue the configuration using the following procedures:
Creating frequently used sentences and groups
(on page 26)
Associating sentence groups with agents and queues
(on page 26)
Create frequently used sentences and groups
You can create a group of frequently used sentences that an agent can use
during a remote support session. You can add new groups or sentences at
any time.
during a remote support session. You can add new groups or sentences at
any time.
1
To add new groups, click Add New Group.
2
On the Group & Sentences tab, enter a group name.
3
To add a sentence group, in the Frequently Used Sentence section, click
Add New Sentence.
Add New Sentence.
4
On the Add Frequently Used Sentence window, enter a sentence name.
5
Enter your sentence content into the Sentence field. You can select
variable options from the drop-down menu to enter into your sentence.
variable options from the drop-down menu to enter into your sentence.
6
To copy a frequently used sentence, click Copy from....
7
Select the sentence and edit it to create a new one.
8
Click Save.
Associate sentence groups with agents and queues
Once you have created frequently used sentence groups, you can associate
them with specific agents or with specific remote session queues. Both agents
and queues can be assigned multiple frequently used sentence groups.
them with specific agents or with specific remote session queues. Both agents
and queues can be assigned multiple frequently used sentence groups.
1
Select the Associated Agents and Queues tab.