Webex Flashcards
This deck helps practice the things you need to know how to do in Webex.
What is Webex?
Our call center software application. Also known as Webex CC.
Do we access Webex on a browser?
YES! When you set up Webex you set it up as an app through your internet browser. When you open it daily it is in a minimalized browser. This lets you see Webex without the rest of the tabs and buttons associated with a full browser experience.
Is Webex a SSO applicatoion?
Yes! It is one of our Single Sign On applications. You must be logged in on your Loews computer to have access.
When you log in to Webex, should your selection be Dial Number or Extension?
Dial number
When should you log in to Webex as a part of getting ready for your shift?
Right before preshift. It should be the last application you log in to. (Being in an idle status for a long time effects our reporting and service levels.)
What status should you change to immediately after logging in for your regular shift?
Preshift
When do you change your status to Available?
Immediately after preshift. (Or immediately upon the start of your overtime shift.)
What is USB? And when should you use it?
Unscheduled break. Use this if you have to leave your desk for any reason that is not a scheduled break or lunch time. It is not intended that you use this often. Please keep it to a minimum.
What is ACW? And when should you use it?
After Call Work. Use this if you have to complete a task related to call you were just on. This should be only a minute or two and not for every call. The intent is that you do the work for the call while you are on the call.
What is SP and when should you use it?
Special Project. This is not self-directed. A manager or supervisor will ask you to be in Special Project or you can request it based on the need that you have.
How often should you use a Wrap Up on your call?
After every call. All the calls. Each call. 😊 This is important for the reporting and metrics. If you have any questions about the wrap-up options, please reach out to your leader or a supervisor.
How often should you use End of Shift status?
Very rarely and only for less than a minute at the very last seconds of the shift. This is NOT to be used as “oh, I only have 5 minutes left, I don’t really want to take any more calls.”
You are on a call with a guest and need some assistance from the MODs, how do you contact them mid-call?
Consult > Consult to queue > select the Manager on Duty queue. This will put your caller on hold while you speak to an MOD. Please let the MOD know who you are and that you have a guest on the line.
