As an agent, use Webex App to carry out your daily work. Join or unjoin queues, choose from multiple lines, and manage your calls. Use the screen pops to view relevant customer information to assist you with your calls.
Sign in to Webex App
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Click Webex, or download the app. |
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Click Sign in, enter your email address, and then click Next. Follow the steps for your organizations sign in. |
View all queues
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Click Customer Experience .
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Choose how you want to view the queues:
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Sign in to a queue
When you're added to a queue by your administrator, you can join that queue and start to receive calls for the call queue.
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In the calling dock on Windows or the app footer on Mac, click Queues. |
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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. |
Sign out of a queue
When you're added to a queue by your administrator, you can sign out of that queue.
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In the calling dock on Windows or the app footer on Mac, click Queues . |
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Under Join queues, toggle off the queues you want to sign out of. |