What Is It?
Webex Contact Center Agent Desktop is a browser-based user-interface for agents to receive and manage customer interactions including calls, chats, and emails. The Supervisor-level interface is a.k.a., Webex Contact Center Superivsor Desktop. System requirements and supported browsers.
You can request:
- New User Access
- Modify Access
- Add Date to Holiday List
- Modify Business Hours
- Supervisor/Agent Desktop Modification
- Multimedia Profile Modification
- Transcripts
- Other (e.g., add/modify a survey, change name, etc.)
Who Is Eligible to Use It?
Contact/Call Center Agents and Supervisors.
Where Can I Get It?
The browser URL is https://desktop.wxcc-us1.cisco.com/?ciClusterId=PF84
How Do I Use It?
Resources:
Get started with Agent Desktop
Agent Desktop (Webex Help);
Signing in (Webex Help);
Supervisor Desktop (Webex Help);
Agent Training & Guides;
Supervisor Training & Guides.
Service Level Agreement (SLA)
Response and resolution times are based on operational hours (Monday through Friday from 9:00AM to 5:00PM).
| Request SLA |
|
| Response Time |
6 business hours |
| Resolution Time |
Within 7 business days, 85% of the time |
Please Note: Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved. A ticket in an 'On Hold' status (e.g. IT is waiting for additional information from the requester) does not count toward the Resolution Time.