| License | Included with Webex Calling professional license. |
Requires Customer Experience Essentials license which is available through Flex Plan 3.0.
Customer Experience Essentials license includes Webex Calling professional license.
|
| Administrator |
| Call Handling |
| Number of calls in queue settings | ✓ | ✓ |
| Caller ID settings | ✓ | ✓ |
| Distinctive ringing | ✓ | ✓ |
| Language and timezone settings | ✓ | ✓ |
| Call back | ✓ | ✓ |
| Agents and supervisors management | ✓ | ✓ |
| Set agent status | ✓ | ✓ |
| Join/Unjoin agent to queue | ✓ | ✓ |
| Call routing |
| Priority-based routing | ✓ | ✓ |
| Skill-based routing | ✓ | ✓ |
| Stranded call routing | ✓ | ✓ |
| Bounced call routing | ✓ | ✓ |
| Call forwarding | ✓ | ✓ |
| Holiday routing | ✓ | ✓ |
| Non-business hours routing | ✓ | ✓ |
| Forced forwarding | ✓ | ✓ |
| Queue Settings |
| Screen pop | — | ✓ |
| Call overflow setting | ✓ | ✓ |
| Announcement |
| Welcome message | ✓ | ✓ |
| Estimated time wait message | ✓ | ✓ |
| Comfort message | ✓ | ✓ |
| Comfort message bypass | ✓ | ✓ |
| Music on hold | ✓ | ✓ |
| Call whisper message | ✓ | ✓ |
| Analytics |
| Call queue status | ✓ | ✓ |
| Call queue agent status | ✓ | ✓ |
| Live queue status | ✓ | ✓ |
| Reports |
| Call queue status report | ✓ | ✓ |
| Call queue agent status report | ✓ | ✓ |
| Supervisor |
| Supervisor experience in Webex App | — | ✓ |
| Click chat option in supervisor's agent dashboard to message an agent | — | ✓
| To use this feature, the agent and supervisor must have assigned the Webex Basic or Advanced Messaging license. |
|
| Monitor agent | ✓
| This functionality is accessible only through FAC. |
| ✓ |
| Barge into agent call | ✓
| This functionality is accessible only through FAC. |
| ✓
| Currently, this functionality is accessible only through FAC. |
|
| Coach agent | ✓
| This functionality is accessible only through FAC. |
| ✓
| Currently, this functionality is accessible only through FAC. |
|
| Take over call from agent | ✓
| This functionality is accessible only through FAC. |
| ✓
| Currently, this functionality is accessible only through FAC. |
|
| Set agent status | — | ✓ |
| Join/Unjoin agent to queue | — | ✓ |
| Sign out an agent | — | ✓ |
| View real-time agent status | — | ✓ |
| View real-time queue status | — | ✓ |
| View historical agent statistics | — | ✓ |
| View historical queue statistics | — | ✓ |
| Agent |
| Agent experience in Webex App | ✓ | ✓ |
| View queue details such as calls in queue, longest wait time, agents total, agents idle, agents available, and agents unavailable. | — | ✓ |
| Set availability status | ✓ | ✓ |
| Join/unjoin queue | ✓ | ✓ |
| Answer calls | ✓ | ✓ |
| Make outbound call | ✓ | ✓ |
| Make conference call | ✓ | ✓ |
| Transfer call | ✓ | ✓ |
| Forward call | ✓ | ✓ |
| Call back to callers | ✓ | ✓ |
| View screen pop | — | ✓ |
| View real-time call queue | — | ✓ |
| Access multi call window | ✓ | ✓ |
