This course provides delegates with a basic level of understanding of the Webex by Cisco Contact Centre Agent Desktop. The Agent desktop provides a single browser based application that enable agents to interact with customers using voice, chat, or email.
Depending on the configuration of the agent profile by the Webex by Cisco Contact Center administrator, agents can communicate with customers through one, two, or all three channels. Agents will learn about the end user functionality of the Agent Desktop such as transferring calls and conference calls. It also covers the extra functionality available to ACD agents such as logging in & out and making themselves available to the queues.