Home | agent | Page 3 What you need to know: This document provides guidance for users to effectively utilize their Texting app within ProConnect with Webex. MENU 1. Reporting on your Texting application 1. Reporting on your Texting application Access the Reports menu to review messaging activity. Click Reports. Click image for large view Select a Year and Month … Read More
Managing Contacts and Group Lists
Home | agent | Page 3 What you need to know: This document provides guidance for users to effectively utilize their Texting app within ProConnect with Webex. MENU 1. Managing Contacts and Group Lists 1. Basics of Contact and Group Lists and Creation You can create and manage contacts beyond adding a single phone number. The Contacts tab displays an … Read More
Sending an SMS or MMS Message
Home | agent | Page 3 What you need to know: This document provides guidance for users to effectively utilize their Texting app within ProConnect with Webex. MENU 1. Sending a SMS or MMS Text Message 1. Sending a SMS or MMS Text Message You can send and receive text messages directly in Webex. Tap the Plus icon in the … Read More
Settings
Home | agent | Page 3 What you need to know: This document provides guidance for users to effectively utilize their Texting app within ProConnect with Webex. MENU 1. Adjust your Texting notification settings 2. Setting your Webex notification settings 3. Set your SYSTEM notification settings 1. Adjust your Texting notification settings. Login to your Webex client application. Access your … Read More
Activate the notifications BOT in Webex
Home | agent | Page 3 What you need to know: This document provides guidance for users to effectively utilize their Texting app within ProConnect with Webex. MENU 1. Activate the notifications BOT in Webex 1. Activate the notifications BOT in Webex. Open Webex and sign in. Your admin should have added the sidebar Texting app to your account. Click … Read More
Introduction to ProConnect Texting with Webex App
Home | agent | Page 3 What you need to know: This document provides guidance for users to effectively utilize their Texting app within ProConnect with Webex. MENU Introduction 1. Overview of Texting Using Webex 2. Prerequisites Introduction This document provides guidance for users to effectively utilize their Texting app within ProConnect with Webex. NOTE: Throughout this document, phone numbers … Read More
Call Center – View Statistics
Home | agent | Page 3 What you need to know: The Dashboard allows you to see Call Center Statistics, including calls in queue and agent status in real-time. MENU 1. Display Dashboard 2. Queue Information 3. Agent Information 4. Select Information to Display Introduction Call Center provides you with real-time information about supervised agents and queues. This information is … Read More
Agent Reports
Home | agent | Page 3 What you need to know: Call Center provides reporting functions to agents. Reporting provides Call Center agents historical information about their call center performance which allows them to know their statistical performance as a call center agent. Agents can only generate reports about their own activity. MENU 1. Running Reports 1. Running Reports From … Read More
Managing Calls – Agent
Home | agent | Page 3 What you need to know: This section describes the operations you can perform to make and manage calls. MENU Getting Started 1. Placing, Answer and End Calls 2. Hold or Resume 3. Transfer Calls 4. Manage Conference Calls 5. Escalate Calls Getting Started This section describes the operations you can perform to make and … Read More
Managing Contacts – Agent
Home | agent | Page 3 What you need to know: This article provides details on the Call Center Agent related topics shown on left navigation. MENU 1. View Contacts 2. Organize Contacts 3. Search for Contacts 4. Manage Personal Contacts and Speed Dials 1. View Contacts Call Center allows you to select directories to display in the Contacts pane, … Read More