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You will need a computer with Windows and a user account (see your Support Center site administrator for assistance). Then download and install WebACD from the Support page of your Support Center service site. There are two WebACD components, the WebACD Inbox and WebACD Monitor; your site administrator can tell you which components to install.
To download and install WebACD:
Yes. 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.
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.
Yes. For details, see the WebACD Inbox Guide, available on the Support page or your Support Center service site.
Yes. Just select the 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 select the link in the email message to automatically go to your personal queue.
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.
Yes. For details, see the Site Administrator guide on the Support page of your Support Center service site.
Yes. When you create queues, just select the "Allow users to choose specific customers in the queue" option.
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".
Yes. WebACD can play a sound, blink the window, or bring the window to the foreground to alert you to new requests.
Yes. The WebACD Monitor allows you to monitor all queues and CSRs in real time.
WebACD can distribute requests in the following ways:
Yes.
Yes. You can add a logo and select colors for the customer console. For details, see the branding section of your WebEx Site Administrator guide on the Support page of your Support Center service site.
To ensure that customers are serviced quickly, WebACD provides:
Yes. As you create queues, specify the email addresses of managers to notify when SLA is breached.
Yes. When you generate reports, just enter "Wait time" as the search string. You can also run Call Volume reports to analyze the wait time pattern for customer requests.
Yes.
Yes. You can set your WebACD Inbox preferences to specify the period of time after which you are considered to be unavailable.
You can gather customer diagnostic information by selecting System Information on your CSR console. You can save the information and upload it to your ticket management system.