Get started with Webex Customer Experience Essentials for Agents

Sign in to Webex App

1	Open Webex, or download the app.
2	Click Sign in, enter your email address, and then click Next. Follow the steps for your organizations sign in.

View all queues

You can view the information available for all the queues that you're a member of.

Click Customer Experience .

Queue name—Name assigned to the call queue.
Contacts currently in queue—Number of callers that are waiting for an agent to be available.
Total agents—Number of agents assigned to the call queue.
Agents staffed—Number of agents that are currently working in the call queue.
Agents idle—Number of agents that aren't on a call.
Agents unavailable—Number of agents that are on a call.

Choose how you want to view the queues:

Click a column to order the list.
To search the list for a queue, click Search and enter the queue name.

Sign in and join a queue

When you sign in, you can join any queues that you're added to by your supervisor. When you join a queue, you'll start to receive calls for the call queue.

1	In the app footer, click Signed out.
2	Under Sign in to receive calls, click Sign in.
3	(Optional) Under Join queues, toggle on the queues you want to join. To receive calls on these queues, ensure your Agent status is set to Available.

Answer calls

As a member of a queue, you receive notifications for incoming calls on those queues. On Windows, you'll receive a notification on the calling dock, or if you're using Mac you'll receive an incoming call alert window.

Click Accept.

If your administrator sets up screen pop, a screen opens automatically with additional information for the customer you are talking to.

Your supervisor can monitor your call, you hear a notification tone when they join your call.

Add a wrap-up reason

Before you begin

Your administrator can configure a list of wrap-up reasons or they can configure a timer for how long you have to apply a wrap-up reason. If neither of these options are configured, you can manually change your status and complete the wrap-up for your call.

1	When the call ends, your status automatically changes to Wrapping up or you can manually change your status to Wrapping up.
2	If a timer is configured, you’ll see the timer counting down.
3	If a list of wrap-up reasons is configured, you’ll see a list of wrap-up reasons that you can choose from and then click Submit. Your status automatically changes to Available or you can manually change your status and then you can receive calls again.