Create a New Queue

1

From the customer view in https://admin.webex.com, go to Services, and under Meeting, select Sites.

2

Choose the Webex site to change the settings for, and click Configure Site.

3

Under Webex Support, go to the WebACD Queues section, and select Queues.

4

From the Create a new queue for drop-down list, select the service to create a queue for, and click Create.

5

In the Configuration tab, name the queue, and configure all other settings. Click Next at the bottom of the page.

6

In the Users tab, assign or remove users to the queue. Click Next at the bottom of the page.

7

In the Entry Form tab, specify what information users provide, and if it is required. Click Next at the bottom of the page.

8

In the Entry Link tab, select a button to display when the queue is open, and a button to display when the queue is closed. Click Next at the bottom of the page.

9

In the Rules tab, choose Yes to set up rules for the queue. Otherwise, select No - maybe later, and click Finish.

Options on the Configuration Tab

Option

Description

Queue Information

Service

WebACD displays the name of the site's Webex service.

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 screen sharing, cobrowsing full control or view only.

  • Open the following URL when the session begins

    To save time, site administrators can have WebACD display a website of their 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 the "Let me specify hours" option is chosen, site administrators can select specific days and hours of operation.

Queue time zone

Chat messages use this time zone for timestamps.

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:

  • Site administrators 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. Site administrators 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

  • Site administrators 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. Site administrators can enter a longer or shorter time period (from 1 to 99 minutes).

Notification options

Send email to: Enter the email addresses that will receive an 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 that customers will use to leave a message.

Wait threshold

  • Site administrators can set the number of minutes that elapse before the email message is sent to the list of selected agents.

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

Notification options

Send email to: Enter the email addresses to be notified 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 that will receive an email notification. To save time, select the List of Users button and select the addresses from a list.

Shutdown Threshold

  • Site administrators 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. Site administrators can enter a larger or smaller number (from 50 to 999).

Unavailability Threshold

  • Site administrators 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. Site administrators 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 that are 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.

Site administrators can also search by email address.

Show All

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

Assign >

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

Use Ctrl + select to select several names at once.

Select All

To select all users, save time by selecting the Select All check box.

Set other option

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


Plan ahead and select the fields with care.

The fields that are selected or added 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 provides their first name, last name, and email address. Site administrators may already have this information (and other details) about a customer who is stored in a profile. If this information about the customer is supplied in the HTML sent to the server, these fields do not have to be displayed, and the customer will not be required to fill them in. Provide the correct parameters to WebACD.

Site administrators also use these field names later, if rules for routing requests are set up. Set up rules to route requests to specific agents that are based on the information the customer provides on this form. Later, create reports to track problems that customers report 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

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

  • In a text box

  • As check boxes

  • As option buttons

  • In a drop-down list

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 the 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 the web page when the queue is closed.

HTML Code

Copy and paste this code to the website. This code includes the images that are selected for the buttons.
 To use buttons with a company’s logo or branding, site administrators can replace references of image files in the HTML code using names of uploaded images.

Add New Fields to the Entry Form

Site administrators can tailor the Entry Form to capture any needed information. Customers can provide details about the problem or issues that are found in a product or service. Message forms can then be routed to the person best equipped to take the call.

1

From the customer view in https://admin.webex.com, go to Services, and under Meeting, select Sites.

2

Choose the Webex site to change the settings for, and click Configure Site.

3

Under Webex Support, go to the WebACD Queues section, and select Queues.

4

In the Name of Queue column, select the link for the queue to edit.

5

Select the Entry Form tab.

6

To add a new field, select Add New.

7

Specify the type of field and other settings, and then click Save.

Entry Form Fields

To add this....

Do this....

Text box

A text box that users can use to enter an answer (up to 256 characters)

To add text boxes:

  1. Select Text Box.

  2. At Text box label, enter the text that appears next to the box.

  3. At Type, indicate if the text should appear in a single or multiple lines.

  4. At Width, enter the number of characters.

  5. Click Save.

Check boxes

Check boxes that users can use to select one or more answers

To add check boxes:

  1. Select Check Boxes.

  2. (Optional) At Group label..., enter the text that appears before a group of check boxes.

  3. To add more than 9 check boxes, at Add select the total number of check boxes to create.

  4. Next to Check box..., enter a name for the check box.

  5. To display the check boxes as selected, select Selected from the drop-down list.

  6. Repeat Steps 4 and 5 for each check box that's added to the form.

  7. Click Save.

Option B=buttons

Option buttons that users can use to select a single answer

To add option buttons:

  1. Select Option Buttons.

  2. (Optional) At Group label..., enter the text that appears before a group of buttons.

  3. To add more than 9 option buttons, at Add select the total number of buttons to create.

  4. Next to Choice..., enter a name for the option button.

  5. At Default choice, select the choice that is selected by default.

  6. Click Save.

Drop-down list

A drop-down list from which users can use to select a single answer

To add drop-down lists:

  1. Select Drop-Down List.

  2. At Label..., enter the text that appears before a group of buttons.

  3. To add more than 9 option buttons, at Add select the total number of buttons to create.

  4. Next to Choice..., enter a name for the option button.

  5. At Default choice, select the choice that is selected by default.

  6. Click Save.

Rearrange Fields on the Entry Form

1

From the customer view in https://admin.webex.com, go to Services, and under Meeting, select Sites.

2

Choose the Webex site to change the settings for, and click Configure Site.

3

Under Webex Support, go to the WebACD Queues section, and select Queues.

4

In the Name of Queue column, select the link for the queue to edit.

5

Select the Entry Form tab.

6

Click Change Order.

7

On the Change Order page, select a field that you want to move.

8

Use the Up and Down arrows to rearrange the fields.

9

Click Save.

Options on the Rules Tab

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

  • Human resource service

  • Finance service

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

Two types of rules can be set up:
  • 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 there is a routing rule set up for a queue, an allocation rule cannot be set up 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

1

From the customer view in https://admin.webex.com, go to Services, and under Meeting, select Sites.

2

Choose the Webex site to change the settings for, and click Configure Site.

3

Under Webex Support, go to the WebACD Queues section, and select Queues.

4

In the Name of Queue column, choose the link for the queue for which to create routing rules, select the Rules tab, and then select Create New Rule, or select a rule from an existing queue to edit.

5

Set up an IF statement by selecting a word or phrase from the first drop-down list. The list includes all field names that are displayed on the entry form (for example, first name, last name, phone number, and all fields created by the site administrator).

6

Select a condition from the second drop-down list, and complete the "IF" statement by entering text in the third field. Click the Plus button to add more "IF" statements.

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.
8

To set up an "ELSE IF" statement, click the Add ELSE IF condition button, and select the conditions and other elements as you did for the "IF" statements.

9

Set up all the statements and conditions, and then 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 that are specified for reception of these requests are called "subqueues."

Site administrators can use the fields on the Rules tab to route customer requests to particular subqueues.

1

From the customer view in https://admin.webex.com, go to Services, and under Meeting, select Sites.

2

Choose the Webex site to change the settings for, and click Configure Site.

3

Under Webex Support, go to the WebACD Queues section, and select Queues.

4

In the Name of Queue column, choose the link for the queue for which to create routing rules, and then select the Rules tab.

5

Select Create New Allocation Rule, or select Edit to change an existing allocation rule.

6

Select the check box under Reallocation Preference to have requests in one subqueue to be reallocated to another if the original subqueue is unavailable.

7

Enter a number in minutes that a request can wait in a subqueue, before being reallocated to another subqueue.

8

Specify the allocation of requests to available queues.

  • Site administrators 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%.

9

Click Save.

Rules Options

Option

Description

Create Allocation Rule link

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

Create Routing Rule link

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

Routing Rules

IF

[Word or Phrase] Drop-Down List

Select the word or phrase from the field names that are displayed on the entry form.

[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 Button

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

Minus Button

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, click the Address Book button to open the Select Users page.

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

Add ELSE IF condition

Button

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

Select the conditions and other elements, just like the "IF" statement and "THEN assign to" statements.

Allocation Rules

Reallocation Preference

Reallocation 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 a request response 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. Site administrators 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 Webex Support queue.

Select button

Select to select the queue you have chosen.

Edit a Queue

1

From the customer view in https://admin.webex.com, go to Services, and under Meeting, select Sites.

2

Choose the Webex site to change the settings for, and click Configure Site.

3

Under Webex Support, go to the WebACD Queues section, and select Queues.

4

In the Name of Queue column, select the link for the queue to edit.

5

Select the tab corresponding to the part of the queue to edit.

6

Make the necessary changes, and then click Save.

Options for Third-Party Routing

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

1

From the customer view in https://admin.webex.com, go to Services, and under Meeting, select Sites.

2

Choose the Webex site to change the settings for, and click Configure Site.

3

Under Webex Support, go to the WebACD Queues section, and select Settings.

4

After configuring the Routing Trigger settings, click Update.

Example

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 (;).

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, site administrators can add and remove fields to the personal queue entry form.

  • The administrator and the agent can't 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

1

From the customer view in https://admin.webex.com, go to Services, and under Meeting, select Sites.

2

Choose the Webex site to change the settings for, and click Configure Site.

3

Under Webex Support, go to the WebACD Queues section, and select Queues.

4

In the Name of Queue column, select the Personal Queue link.

5

On the Configuration tab, make the desired changes and then click Save.

6

Select the Entry Form tab.

7

On the Entry Form tab, make the desired changes and then click Save.

Options on the Configuration Tab (Personal Queue)


Site administrators 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 the configuration and selects VoIP if this option applies.

Telephony: WebACD reviews the 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, site administrators can have WebACD display a designated website 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 the "Let me specify hours" option is chosen, site administrators can select specific days and hours of operation.

Queue time zone

Chat messages use this time zone for time stamps.

Leave Message Threshold

Leave message form

Select the form that customers will use to leave a message for your team.

Wait threshold

  • Site administrators can set the number of minutes that elapse before the email message is sent to the list of selected agents.

  • 5 minutes is the preset length of waiting time. Site administrators 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 to receive notifications 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 that will receive an email notification. To save time, select the List of Users button and select the addresses from a list.

Shutdown Threshold

  • Site administrators 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. Site administrators can enter a larger or smaller number (from 50 to 999)

Unavailability Threshold

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