Webex site administrators can set up Cisco Webex Support options and preferences for their support representatives and sessions.
- Set Webex Support Download Options
- Allow Customers to Choose Agents
- Configure the Video Feed for Webex Support
- Customize the Webex Support Session Window
- New Style Tabs
- Specify Options for Sharing CSR Applications
- Document Sharing
- Automatically Record CSR Sessions
- Allow Chat Contextual Switching
- Automatically End Inactive Sessions
- Customize Instructions for Customer Support Representatives
Set Webex Support Download Options
Users must download, install, and configure Webex Support Manager to use Webex Support. It is automatically installed and updated when users access Webex Support by default, however, users can manually download and run the installer when it is required.
Site administrators can choose to have users use ActiveX or Java to download the Webex Support client:
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Java: Webex Support runs in a standalone client.
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ActiveX: Webex Support runs in a web browser; however, site administrators can also allow users to download and use an ActiveX-based standalone client.
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Temporary Folder Solution (TFS): Use this option if a company does not permit ActiveX and Java downloads.
Customize the Webex Support Session Window
The Webex Support session window (dashboard) that customers use to enter messages can be customized. Colors, fonts, graphics, and status message wording can be changed, and a photo can be added.
New Style Tabs
Images Tab
Header Tab
At the Header title section, enter the name (up to 50 characters) to appear in the window header area. |
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At the Header height section, enter the desired number of pixels. |
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At the Header type section, select Standard or Custom. If Custom is selected, enter the HTML code in the box and select Upload New Images in the Custom Images box. |
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At the Header type section, select Custom, then: Enter the HTML code in the box. Select Upload New Images to upload any images that are referenced in the HTML code. |
Fonts & Colors Tab
At the Header background color section, enter the hex color value or select the color box and select one from the palette. |
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At the Header border color section, enter the hex color value or select the color box and select one from the palette. |
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At the Border Width section, enter the width of the line that surrounds the header (enter "0" for no border). |
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At the Header title color section, enter the hex color value or select the color box and select one from the palette. |
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At the Font, enter the HTML code to specify the default and alternate font, weight and size. For example: font-family: verdana; font-size: 12px; font-weight: bold; padding-right: 12px; padding-top: 12px; |
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At Background color (dashboard) and Background color (web page), indicate the color to use for the dashboard and web page; enter a hex color value or select the color box and select one from the palette. |
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At Text color (dashboard) and Text color (web page), indicate the color to use for the dashboard and web page; enter a hex color value or select the color box and select one from the palette. |
Specify Options for Sharing CSR Applications
You can override these options for individual support representatives by editing their user accounts.
1 | Sign in to Webex Site Administration and go to . | |||
2 | In the CSR Preferences section, select the CSR Dash Customization link. | |||
3 | To specify how shared applications appear, select one of the following: | |||
4 | To specify the quality of the color used to display shared applications, select one of the following:
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5 | Select Save. |
Document Sharing
Site administrators can specify how to share documents and web content during support sessions:
1 | Sign in to Webex Site Administration and go to . |
2 | In the CSR Preferences section, select the CSR Dash Customization link. |
3 | To specify content sharing, select from the following:
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4 | Select Save. |
Automatically Record CSR Sessions
When sessions end, Webex Support saves the recording to a specified location and with the session number that is indicated in the filename: SessionNumber.wrf.
If this option is enabled, CSRs cannot start the Webex Recorder manually during support sessions.
1 | Sign in to Webex Site Administration and go to . |
2 | Under CSR Preferences, select the CSR Dash Customization link. |
3 | Check Enforce recording automatically when meeting starts to automatically begin recording when a meeting begins. |
4 | Select Network-based recording (NBR) or Save recording at local computer. |
5 | Specify the location to save session recordings. |
6 | Select Save. |
Allow Chat Contextual Switching
This feature is only available if it is provisioned for a Webex site. The default setting is off.
For Webex Support sessions with only two participants (host and attendee), you can turn on the setting that enters the specific name of the participant receiving a chat:
1 | Sign in to Webex Site Administration and go to . |
2 | Under CSR Preferences, select the CSR Dash Customization link. |
3 | Check Allow chat contextual switching to replace the "All Participants" with the actual name of the participant receiving the chat. |
4 | Select Save. |
Automatically End Inactive Sessions
If a support representative is inactive for a specified period during a session, Webex Support can automatically end the session. Before the session ends, Webex Support can warn the CSR that the session will automatically end unless the CSR asks that the session is continued.
1 | Sign in to Webex Site Administration and go to . |
2 | In the CSR Preferences section, select CSR Dash Customization. |
3 | In the Features section, select Alert the agent if the support session is idle for more than, and then enter the number of minutes to wait before ending the session. |
4 | To have the session end if the CSR doesn’t respond, select Automatically end session if agent doesn’t respond to alert after and then enter the number of minutes to wait. |
5 | Select Save. |
Customize Instructions for Customer Support Representatives
Webex Support provides instructions that a support representative can follow to help a customer join a support session and to use support options. CSRs can access these instructions by selecting the Instructions link on the CSR Dashboard.
Plain text or HTML-formatted instructions can be prepared in another application, and then copy and pasted into the box on this page.
1 | Sign in to Webex Site Administration and go to . |
2 | In the CSR Preferences section, select CSR Dash Customization. |
3 | In the Instructions section, select Custom instructions. |
4 | Select one of the following:
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5 | Enter your instructions in the box. |
6 | Select Save. |