Cisco Cisco WebEx Support Center WBS29.13 管理员指南
Chapter 13: Manage WebACD
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Select the users you want to receive notifications and click Add Selected.
Option
Description
Agents and
Managers drop-down
list
Managers drop-down
list
Select the agents, managers, or both to list on this page
Search field
Enter the email address or name for which to search on this page and
then click Search. You can also use the alphabetical links to find the
information.
then click Search. You can also use the alphabetical links to find the
information.
Name
Select which person to assign to the customers
Email Address
Lists the email address of the manager of agent
Add Selected button
Click to select the user you have chosen
Options on the Entry Form tab
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 also use these field names later, if you set up rules for routing requests.
For details about setting up rules, see
For details about setting up rules, see
Use Routing Rules
(on page 140).
Rules allow you to route requests to specific agents, based on the information
the customer provides on this form. Later, create reports to track problems
reported by customers and the response by members of your support
organization.
the customer provides on this form. Later, create reports to track problems
reported by customers and the response by members of your support
organization.