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Webex Calling Call Queue and Customer Assist feature comparison
Feedback?Get to know the features available for Webex Calling Call Queue and Customer Assist and choose the offering which best suits your organization.
| Features | Webex Calling Call Queue | Webex Calling Customer Assist |
|---|---|---|
| License | Included with Webex Calling professional license. |
Requires Customer Assist license which is available through Flex Plan 3.0. Customer Assist 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 | ✓ | ✓ |
| Notification tone for agents | ✓ | ✓ |
| Announcement | ||
| Welcome message | ✓ | ✓ |
| Estimated time wait message | ✓ | ✓ |
| Comfort message | ✓ | ✓ |
| Comfort message bypass | ✓ | ✓ |
| Music on hold | ✓ | ✓ |
| Call whisper message | ✓ | ✓ |
| Wrap-up | ||
| Wrap-up reason and Wrap-up timer | — | ✓ |
| Analytics | ||
| Call queue status | ✓ | ✓ |
| Call queue agent status | ✓ | ✓ |
| Live queue status | ✓ | ✓ |
| Agents statistics | — | ✓ |
| Queues historical | — | ✓ |
| Queue realtime | — | ✓ |
| Agents wrap up | — | ✓ |
| Reports | ||
| Call queue status | ✓ | ✓ |
| Call queue agent status | ✓ | ✓ |
| Wrap-up reason | — | ✓ |
| 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. | ✓ |
| Coach agent | ✓ 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 | — | ✓ |
| View agent wrap-up | — | ✓ |
| 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 | — | ✓ |
| Add wrap-up reason | — | ✓ |
| Access multi call window | ✓ | ✓ |
| Microsoft Teams integration | ✓ | ✓ |
For Webex Calling Call Queue, the supervisor functionalities are accessible only through Feature Access Code (FAC).
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