Configure Webex Support Options for a Site in Cisco Webex Control Hub
Site managers have the ability to pre-program common responses for customer service employees to utilize while chatting with customers.
Put together groups of sentences and phrases that are used frequently.
A list of frequently used sentences that an agent can utilize during a support session can be created by site administrators and made available to agents. At any point, new groups or sentences may be added to the document.
1. From the customer view at https://admin.webex.com, navigate to the Services menu and pick Sites from the Meeting menu subheading.
2. Select the Webex site whose settings you want to edit, and then click the Configure Site button.
3. Navigate to the WebACD menu under the Webex Support tab, then click Settings.
4. You may access the Chat Phrase Library by going to the Chat Preferences section and selecting the link there.
5. On the page that lists the groups of frequently used sentences, select “Add New Group,” give the new group a name, and then select “Save.”
6. In the Frequently Used Sentences area, select the Add New Sentence option to add a new sentence group to your document.
7. In the window labeled “Add Frequently Used Sentence,” type the name of the sentence you want to add, and then type the sentence itself into the “Sentence” area.The insertion of variable alternatives into the sentence can be accomplished by selecting them from the drop-down list.
8. Click the Copy from… menu item, then choose the sentence you want to copy, and then click the Copy button to create a replica of the text that may be altered.
9. Select the sentence you want to copy in the window labeled “Copy From Frequently Used Sentences,” then click the Copy button to create a copy that may be altered.
10. Select the Save option.
Create connections between Sentence Groups, Agents, and Queues.
Following the creation of frequently used sentence groups by a site administrator, such groups may then be connected with particular agents or with particular support session queues. It is possible to allocate many frequently used sentence groups to agents and queues simultaneously.
1. From the customer view at https://admin.webex.com, navigate to the Services menu and pick Sites from the Meeting menu subheading.
2. Select the Webex site whose settings you want to edit, and then click the Configure Site button.
3. Navigate to the WebACD menu under the Webex Support tab, then click Settings.
4. You may access the Chat Phrase Library by going to the Chat Preferences section and selecting the link there.
5. After selecting the group that has to be modified, select the tab labeled Associated Agents and Queues.
6. By selecting the check box, you can select the group that will be connected with all of the agents and queues.
7. After selecting the agents who should be added to the group in the field labeled “Agents,” you should then click the “Add” button.
8. Click the Add button after highlighting the queues in the Queues field that are connected to the group you are working on.
9. Select the Save option.
