Cisco CISCO WEBEX SUPPORT CENTER WBS30 發佈版本通知
WebACD FAQs
WebEx Support Center Release Notes and FAQs
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A. Yes. Just specify your business hours, then customers who submit requests during non-business hours
will be asked to leave a message. The information the customer puts on the "Leave a Message" form is
sent to the queue so that it can be handled during business hours.
Q: Can I invite a manager or another CSR to a remote support session with my customer?
Q: Can I invite a manager or another CSR to a remote support session with my customer?
A. Yes. For details, see the WebACD Inbox Guide, available on the Support page or your Support Center
service site.
Q: Can I send my customers an email that contains a link to my personal queue?
Q: Can I send my customers an email that contains a link to my personal queue?
A. Yes. Just click Copy Personal Queue URL on your console's Inbox menu and then add it to the email
signature section of your email template or message. Customers can then click the link in the email
message to automatically go to your personal queue.
Managing the Queue
Q: Is it possible to route customer requests for specific products to specific CSRs?
A. Yes. WebACD provides skill-based routing to CSRs. For details, see the Site Administrator guide on the
Support page of your Support Center service site.
Q: Can I specify the WebACD queue hours of operation?
Q: Can I specify the WebACD queue hours of operation?
A. Yes. For details, see the Site Administrator guide on the Support page of your Support Center service
site.
Q: Can CSRs decide which customer requests they want to handle?
Q: Can CSRs decide which customer requests they want to handle?
A. Yes. When you create queues, just select the "Allow users to choose specific customers in the queue"
option.
Q: If there is sudden increase in requests, can I shut the queue down and display a message to
Q: If there is sudden increase in requests, can I shut the queue down and display a message to
customers?
A. Yes. You can specify the maximum number of customer requests that the queue can hold. When that
number is exceeded, the queue is automatically shut down and customers are asked to leave a message.
The default number of requests allowed in the queue is "200".
Q: Can I have WebACD notify me when customers are assigned to me?
Q: Can I have WebACD notify me when customers are assigned to me?
A. Yes. WebACD can play a sound, blink the window, or bring the window to the foreground to alert you to
new requests.
Managing CSRs
Q: As a support manager, can I monitor CSR support sessions?
A. Yes. The WebACD Monitor allows you to monitor all queues and CSRs in real time.