Manage WebACD Queues

Document created by Cisco Documentation Team on Sep 23, 2015Last modified by Dave DeCarlo on May 24, 2017
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Create a New Queue


              
Step 1  On the navigation bar, select Configuration > WebACD > Queues.
Step 2  From the Create a new queue for drop-down list, select Remote Support or Meeting Center.
Step 3  Select Create.
Step 4  Select the Configuration tab, and then enter the required information.
Step 5  Select Next at the bottom of the page or select the Users tab.
Step 6  On the Users tab, enter the required information.
Step 7  Select Next at the bottom of the page or select the Entry Form tab.
Step 8  On the Entry Form tab, enter the required information.
Step 9  Select Next at the bottom of the page or select the Entry Link tab.
Step 10  Select a button to display when the queue is open, and a button to display when the queue is closed.
Step 11  Select Next at the bottom of the page or select the Rules tab.
Step 12  If you want to set up rules, select Yes. Otherwise, select No?maybe later and then select Finish.

Options on the Configuration Tab

                                                                            

Option

Description

Queue Information

Service

WebACD displays the name of WebEx service for you

Name

Enter a descriptive name for this queue. This name displays on the queue list.

Description

Enter a brief description of the queue.

Queue Settings

Features

  • Request from customer when the session begins

    From the list, select application or desktop sharing, cobrowsing full control or view only.

  • Open the following URL when the session begins

    To save time, you can have WebACD display a website of your choice when the session starts. Enter that URL here.

  • Autostart voice call (VoIP) for this queue

    Automatically start a voice call for this queue.

  • Enable Technical Support features

    Include System information, Customer scripts, Reboot, and Log on as different user features for customers on this queue. Uncheck to use a Customer Service-only configuration for this queue.

While the customer is waiting.

  • Show the customer?s queue position in the chat window

    Display the customer?s position in the queue in the chat window.

  • Show the customer?s estimated wait time in the chat window

    Display the estimated queue wait time for this customer.

Hours of Operation

Open

The queue is preset to accept requests 24 hours a day.

Open on

If you choose "Let me specify hours" option, you can select specific days and hours of operation.

Queue time zone

Your chat messages use this time zone for time stamps.

Request Distribution

Request distribution

Everybody: No preset order for taking the call

Most Idle: Person who has the longest elapsed period of inactivity receives the next request

Round Robin: Calls are distributed to users based on a preset order.

Escalation threshold

For all queue types:

  • You can set the number of seconds that elapse before the call is available to all agents.

  • 60 seconds is the preset length of elapsed time. You can enter a longer or shorter time period (from 30 to 999 seconds).

Options

Select the check box: "Allow users to choose specific customers in the queue," to allow any agents to select a particular caller from a list of waiting customers.

Wait Notification

Wait threshold

  • You can set the number of minutes that a customer waits before agents are notified (by email message or phone call).

  • 2 minutes is the preset length of waiting time. You can enter a longer or shorter time period (from 1 to 99 minutes).

Notification options

Send email to: Enter the email addresses of those you want to receive email notification. To save time, select the List of Users button and select the addresses from a list.

Leave Message Threshold

Leave message form

Select the form you want customers to use to leave a message for your team.

Wait threshold

  • You can set the number of minutes that elapse before the email message is sent to the list of agents you select.

  • 5 minutes is the preset length of waiting time. You can enter a longer or shorter time period (from 1 to 99 minutes). The length of time you set is also used as the interval for time-outs.

Notification options

Send email to: Enter the email addresses of those you want to notify when a customer sends an email form. To save time, select the List of Users button and select the addresses from a list.

Form forwarding

Send completed forms to: Enter the email addresses of those you want to receive email notification. To save time, select the List of Users button and select the addresses from a list

Shutdown Threshold

  • You can set the maximum number of customers that can wait in the queue before the queue shuts down.

  • 200 is the default number of waiting customers. You can enter a larger or smaller number (from 50 to 999)

Unavailability Threshold

  • You can set the number of seconds that elapse before WebACD prompts an agent to set their status to "Unavailable."

  • 30 seconds is the default length of waiting time. You can enter a longer or shorter time period (from 30 to 120 seconds).

Options on the Users Tab

Add and remove users from the list of agents assigned to this queue.

                     

Option

Description

Search

To locate a particular user, type the email or name (or portion of the name) in the box. The results appear in the Search Results box.

You can also search by email address.

Show All

To display the names of all users, select Show All.

Assign

In the Search Results box, select a name and select Assign to add this user to the list of users assigned to this queue.

Use Ctrl + select to select several names at once.

Remove

In the Assigned to Queue box, select a name and select Remove to remove this user from the list of agents assigned to this queue.

Use Ctrl + select to select several names at once.

Select All

If you want to select all users, you can save time by selecting the Select All check box.

Set other option

If you want to automatically assign all users to this queue, select the Automatically assign all users to this queue check box.

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:
  • First name

  • Last name

  • Email address

  • Phone number

WebACD requires that the customer provide their 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. Provide the correct parameters to WebACD.

You also use these field names later, if you set up rules for routing requests. Set up rules 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.

Example: Your support group assists customers of Bay City Software. You handle general calls about signing in, problems with accounts, and so on. The group also handles questions about the three services in the enterprise version of the software suite:

  • Human resources

  • Finance

  • Research

You can add fields to the entry form that help the customer narrow their problem. You select how WebACD displays these choices to customers:

  • In a text box

  • As check boxes

  • As option buttons

  • In a drop-down list


Tip


Plan ahead and select the fields with care.


Options on the Entry Link Tab

            

Option

Description

Select Button to Show When Queue is Open

Select the button style used for the link to support from your web page when the queue is open.

Select Button to Show When Queue is Closed

Select the button style used for the link to support from your web page when the queue is closed.

HTML Code

Copy and paste this code to your website. This code includes the images that you selected for the buttons.
If you prefer to use buttons with your company?s logo or branding, you can replace the references to the image files in the HTML code with the names of your images.

Options on the Rules Tab

You can assign agents to answer questions about a particular service or set of features. For instance, your support team fields questions dealing with the following topics:
  • General account problems

  • Human resource service

  • Finance service

You can assign all agents to cover general account problems, and selected agents to handle questions about your human resource service, another group to handle questions about the finance service, and so on. You set up rules to route customer requests to the most appropriate agents or queues.

You can set up two types of rules:
  • Routing rules: Rules for routing requests to specific agents

  • Allocation rules: Rules for routing requests to other queues

Routing rules and allocation rules are mutually exclusive; that is, if you specify a routing rule for a queue, you cannot specify an allocation rule for the same queue.

                  

Option

Description

Yes

For new queues, select Yes to add one or more rules.

No

For new queues, select No if you do not want to set up rules now.

Create New Rule

For existing queues, select Create New Rule to add a new rule.

Edit Rule

For existing queues, select Edit Rule to change an existing rule.

Create Allocation Rule

Select to add a new allocation rule.

Use Routing Rules


            
Step 1  On the navigation bar, select Configuration > WebACD > Queues.
Step 2  In the Name of Queue column, select the link for the queue for which you want to create routing rules.
Step 3  Select the Rules tab.
Step 4  Select Create New Rule or select a rule from an existing queue to edit.
Step 5  Set up an "IF" statement.
  1. Select a word or phrase from the first drop-down list. The list includes all field names displayed on the entry form (for example, first name, last name, phone number, and all fields you created).
  2. Select a condition from the second drop-down list (for example, contains, less than, or greater than).
  3. Enter text in the third drop-down list, to complete this "IF" statement.
  4. Select from lists and enter text here.
Step 6  (Optional) Select the Plus button to add more "IF" statements.
Step 7  Set up the "THEN assign to" statement.
  • To assign to a specific agent, type the email address or use the address book to find the address.
  • To assign to all queue agents, select Queue from the drop-down list.
Step 8  (Optional) Set up an "ELSE IF" statement by selecting Add ELSE IF condition button.
Step 9  Select the conditions and other elements, as you did for the "IF" statements.
Step 10  After you set up all the statements and conditions, select Save.

WebACD provides the final "Else" statement, which applies to all agents assigned to the queue.


Use Allocation Rules

Allocation rules automatically distribute customer requests into specified queues. The queues specified for reception of these requests are called "subqueues."

You can use the fields on the Rules tab for routing customer requests to particular subqueues.


         
Step 1  On the navigation bar, select Configuration > WebACD > Queues.
Step 2  In the Name of Queue column, select the link for the queue for which you want to use allocation rules.
Step 3  Select the Rules tab.
Step 4  Select Create New Allocation Rule or select Edit to change an existing allocation rule.
Step 5  (Optional) Select the check box under Reallocation Preference if you want requests to one subqueue to be reallocated to another subqueue if the original subqueue is unavailable.
Step 6  (Optional) Enter a number in minutes that a request can wait in a subqueue, before being reallocated to another subqueue.
Step 7  Specify the allocation of requests to available queues.
  • You can allocate all (100%) of requests to one queue or allocate all requests over several queues, for example, 30% to one queue, 30% to a second queue, and 40% to a third queue.

  • The Total allocation must add up to 100%.


Rules Options

                                                                     

Option

Description

Routing Rules

Create Allocation Rule link

Select to change the Rules tab view to set up allocation rules.

IF

(word or phrase) drop-down list

Select the word or phrase from the field names displayed on the entry form (for example, first name, last name, phone number, and all fields you created)

(condition) drop-down list

Select a condition (for example, contains, less than, or greater than)

text field

Enter text to complete the "IF" statement

Plus icon

Select the Add button to add more "IF" statements. The first "true" If statement is executed.

Minus icon

Select the Delete button to remove an "IF" statement.

THEN assign to

CSR selected in drop-down list

To assign to a specific agent, type the email address or select the Address Book button to find the address

Queue selected in drop-down list

To assign to all queue agents, select Queue from the drop-down list

Address Book button

  • For CSR, select the Address Book button to open the Select Users page.

  • For Queues, select the Address Book button to open the Select Queues page.

Add ELSE IF condition

Set up an "ELSE IF" statement by selecting Add ELSE IF condition button.

Select the conditions and other elements, as you did for the "IF" statements

Allocation Rules

Create Routing Rule link

Select to change the Rules tab view to set up routing rules.

Reallocation Preference

Check box

Selecting this check box enables requests to be moved to other subqueues specified in the allocation rule if the current subqueue is unavailable

wait time

Entering a wait time enables a request to be reallocated to another subqueue if the wait time for responding to the request exceeds the specified time interval.

Queue Name

Provides a list of available queues to receive requests

Specify an allocation rule

Allocation (%)

Enter a percent (up to 100%) of requests that can be allocated to the named queue. You can allocate 100% to one queue or break out the allocation over two or more queues.

Total

An allocation rule must total no more or less than 100%

Select Queue Options

                  

Option

Description

Queue

Select which queue to route the customers

Agents

Select the number of agents in the queue

Description

Lists the description of the queue

Service

Lists the Remote Support queue

Select button

Select to select the queue you have chosen

Options for Third-Party Routing

Routing Trigger must be provisioned for your WebEx site in order to enable third-party routing of variables.

                     

Option

Description

Enable third-party routing

Check to allow using third-party routing of variables rather than WebACD routing.

View All Variables

Select this link to open a window that shows the list of variables and descriptions for the entry form.

Routing URL

Lists the URL to perform the routing trigger.

Routing Cancellation URL

Lists the URL to cancel the routing trigger.

Leave message threshold

Allows user to define the time-out value for waiting for a CSR until the leave-a-message form is shown.

Send notification email of routing errors to the following recipients

Check to enable email notification for routing errors. If enabled, enter recipient email addresses separated by semicolons (;).

Edit a Queue


             
Step 1  On the navigation bar, select Configuration > WebACD > Queues.
Step 2  In the Name of Queue column, select the link for the queue that you want to change.
Step 3  On the Configuration tab, make your changes and then select Save.
Step 4  Select the Users tab.
Step 5  On the Users tab, make your changes and then select Save.
Step 6  Select Entry Form tab.
Step 7  On the Entry Form tab, make your changes and then select Save.
Step 8  Select the Entry Link tab.
Step 9  On the Entry Link tab, make your changes and then select Save.
Step 10  Select the Rules tab.
Step 11  On the Rules tab, make your changes and then select Save.

Add New Fields to the Entry Form

You can tailor the Entry Form to capture exactly the information you need. You can have customers provide details about the problem or issues found in your product or service. You route the message forms to the person best equipped to take the call.


       
Step 1  On the navigation bar, select Configuration > WebACD > Queues.
Step 2  In the Name of Queue column, select the queue for which you want to change the Entry Form.
Step 3  Select the Entry Form tab.
Step 4  To add a new field, select Add New.
Step 5  Specify the type of field and other settings, and then select Save.

Rearrange Fields on the Entry Form


         
Step 1  On the navigation bar, select Configuration > WebACD > Queues.
Step 2  In the Name of Queue column, select the link for the queue that you want to update.
Step 3  Select the Entry Form tab.
Step 4  Select Change Order.
Step 5  On the Change Order page, select a field that you want to move.
Step 6  Use the arrows to move the field up or down.
Step 7  Select Save.

About the Personal Queue

Each agent has a personal queue. An agent can give a customer or client the URL to this personal queue as a means of following up on unresolved issues. The personal queue has these features:

  • All personal queues share the same entry form

  • Changes to this entry form affect all agents

  • As with other entry forms, you can add and remove fields to the personal queue entry form

  • The administrator and the agent can not delete the personal queue. It always appears on the list of queues

  • WebACD Inbox dynamically creates a unique URL for each agent?s personal queue

Edit the Personal Queue


       
Step 1  On the navigation bar, select Configuration > WebACD > Queues.
Step 2  In the Name of Queue column, select Personal Queue.
Step 3  On the Configuration tab, make your changes and then select Save.
Step 4  Select the Entry Form tab.
Step 5  On the Entry Form tab, make your changes and then select Save.

Options on the Configuration Tab (Personal Queue)


Note


You cannot change the following options:

  • Queue name: The name is "Personal Queue".

  • Queue description: The description is "Personal Queue".

  • Start and end times: This queue is available 24 hours a day (7:30 am to 7:30 am).

  • Time zone: the time zone is Pacific Standard Time.


                                          

Option

Description

Queue Settings

Features

"VoIP: WebACD reviews your configuration and selects VoIP if this option applies.

Telephony: WebACD reviews your configuration and selects VoIP if this option applies

  • Request from customer when the session begins"

    From the list, select application or desktop sharing, cobrowsing full control or view only.

  • Open the following URL when the session begins

    To save time, you can have WebACD display a website of your choice when the session starts. Enter that URL here.

  • Autostart voice call (VoIP) for this queue

    Automatically start a voice call for this queue.

  • Enable Call Me Back

    Allow that the customer can be called back by support agent.

Hours of Operation

Open

The queue is preset to accept requests 24 hours a day.

Open on

If you choose "Let me specify hours" option, you can select specific days and hours of operation.

Queue time zone

Your chat messages use this time zone for time stamps.

Leave Message Threshold

Leave message form

Select the form you want customers to use to leave a message for your team.

Wait threshold

  • You can set the number of minutes that elapse before the email message is sent to the list of agents you select.

  • 5 minutes is the preset length of waiting time. You can enter a longer or shorter time period (from 1 to 99 minutes). The length of time you set is also used as the interval for time-outs.

Notification options

Send email to: Enter the email addresses of those you want to notify when a customer sends an email form. To save time, select the List of Users button and select the addresses from a list.

Form forwarding

Enter the email addresses of those you want to receive email notification. To save time, select the List of Users button and select the addresses from a list.

Shutdown Threshold

  • You can set the maximum number of customers that can wait in the queue before the queue shuts down.

  • 200 is the preset number of waiting customers. You can enter a larger or smaller number (from 50 to 999)

Unavailability Threshold

You can change the user unavailable status if no response is received within the time specified.


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