Cisco Cisco WebEx Support Center WBS29.11 Guida Dell'Amministratore
Chapter 13: Manage WebACD
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What you can do on this page
Set up or edit the form that displays when no agents are available to respond
to a customer request. Creating or editing a form involves:
to a customer request. Creating or editing a form involves:
Adding the details you want to include on the form (Create New Form or
Edit Form)
Edit Form)
–You can use the preset fields or add additional fields, to refine
the cust
omer’s request. See
Create New/Edit Form Page Options
(on
Assigning this form to a queue (Assignment tab)
–From the list of all
queues, you select which form you want to apply to each queue. See
Assign a leave message form to a queue
(on page 152).
How WebACD uses the information customers enter
The fields you select or add on the Entry Form tab appear on the forms
customers submit when they request assistance. WebACD provides these
fields on the Entry Form tab:
customers submit when they request assistance. WebACD provides these
fields on the Entry Form tab:
first name
last name
email address
phone number
WebACD requires that the customer provide his or her first name, last name,
and email address. You may already have these (and other details) about a
customer stored in a profile. If you can supply this information about the
customer in the html you send to the server, you do not have to display these
fields and require the customer to fill them in. You must provide the correct
parameters to WebACD.
and email address. You may already have these (and other details) about a
customer stored in a profile. If you can supply this information about the
customer in the html you send to the server, you do not have to display these
fields and require the customer to fill them in. You must provide the correct
parameters to WebACD.
You can add fields to the leave message form that help the customer narrow
his or her problem. You select how WebACD displays these choices to
customers:
his or her problem. You select how WebACD displays these choices to
customers:
in a text box
as check boxes
as option buttons
in a drop-down list