Cisco Cisco WebEx Support Center WBS29.11
WebACD Release Notes
WebEx Support Center Release Notes and FAQs
15
WebACD Release Notes
Version: 7.29
Date: September 19, 2008
Date: September 19, 2008
These release notes describe the WebACD Inbox and Monitor features and what's new in this release.
For detailed information and instructions see the WebACD user guides on the Support page of your
Features
The WebACD Inbox
Auto-start
Auto-start
To start working quickly and easily, you can configure WebACD to automatically start when
you start your computer.
Hide queues To help you focus on the right queues, the WebACD Inbox can hide empty customer
queues.
Unavailable
status
status
If you are idle for a specified period of time, WebACD Inbox can automatically change your
status to "unavailable".
Auto alerts
WebACD can blink your window, bring it to the foreground, or play a sound when a
customer joins your queue.
Customized
queue views
queue views
You can set up your WebACD Inbox to check traffic in other queues and to display certain
customer details and the queues you want to monitor.
Automatically
accept
requests
accept
requests
You can configure your Inbox to automatically accept the next request. WebACD detects
that you are available and displays a message to let you know that a customer is waiting in
one of your queues. This way you don't need to check your queue; your new session starts
automatically.
Invite other
CSRs to
sessions
CSRs to
sessions
If you need assistance from other agents, you can invite all agents assigned to a queue or
select agents to join your session. During the session you can chat privately with them and
transfer the session to the other agent if necessary.
Customers
can request
assistance
from your
Web site
can request
assistance
from your
Web site
You can place a help link or button on your website. For details, see the Site Administrator
guide on the Support page of your Support Center service site.