Cisco Cisco WebEx Event Center WBS29.11 Guia Do Administrador
Chapter 13: Manage WebACD
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Neither the administrator nor the agent can delete the personal queue. It
always appears on the list of queues
always appears on the list of queues
WebACD Inbox dynamically creates a unique URL for each agent’s
personal queue
personal queue
Edit the personal queue
1
Select Manage Site > Site Settings.
2
In the Site Settings for drop-down list, select WebACD.
3
Under the Name of Queue column, click the link for the queue you want to
update.
update.
What you can do on this page
Edit the personal queue. The tabs group the editing tasks into three areas:
Configuring the queue (Configuration tab)
–setting the wait thresholds
and other options. See
Options on the Configuration tab (personal queue)
(on page 145).
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.
Note these items, which you cannot change:
Queue name: It must remain "personal queue"
Queue description: It must remain "personal queue"
Start and end times: This queue is available 24 hours a day (7:30 am to
7:30 am)
7:30 am)
Time zone: It must remain in Pacific Standard Time