Create a New Queue
Options on the Configuration Tab
Options on the Users Tab
Options on the Entry Form TabThe 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:
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:
You can add fields to the entry form that help the customer narrow their problem. You select how WebACD displays these choices to customers:
Options on the Entry Link Tab
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.
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 TabYou 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:
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:
For existing queues, select Edit Rule to change an existing rule.
Select to add a new allocation rule.
Use Routing Rules
Use Allocation Rules
Allocation rules automatically distribute customer requests into specified queues. The queues specified for reception of these requests are called "subqueues."
Options for Third-Party Routing
Edit a Queue
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.
Rearrange Fields on the Entry Form
About the Personal Queue
Edit the Personal Queue
Options on the Configuration Tab (Personal Queue)
You cannot change the following options:
Queue name: The name is "Personal Queue".