Issue / Question
How do I manage my daily workflow in Webex Customer Assist?
Solution
1. Starting Your Shift
- Open the Webex App (desktop).
- Check your audio settings before each shift — another application might be using your microphone or speakers, or they may not work until adjusted.
- Go to Customer Assist (under “Calling” or “Queues”).
- Sign in to your assigned queues (for example, IT Support or Admissions).
- Signing in makes you available to take calls.
- If you forget to sign in, no calls will route to you.
Managing Status
Use your status to control when calls route to you.
| Status |
What it means |
When to use |
| Available |
You’re ready for the next call. |
After you’ve finished wrap-up or notes. |
| Unavailable |
You’re not taking calls. |
When on break, lunch, or in a meeting. |
| Wrapping Up |
Post-call mode; no new calls will route to you. |
When you need time to complete notes or disposition. |
INFO: Some queues include a wrap-up timer that automatically starts after each call. The duration and behavior vary by queue and configuration.
Example: In the Service Desk queue, the timer is set to 2 minutes—after helping a student reset their account, you remain in Wrap-Up to finish notes. When the timer ends, your status returns to Available unless you change it manually.
2. Viewing Queue Activity
In the Customer Assist tab, you can view:
- Contacts currently waiting in queue
- Total agents
- Agents staffed
- Agents idle or unavailable
3. Handling Calls
- A call enters your queue.
- A notification appears in Webex — click Answer.
- Handle the call as usual — troubleshoot, take notes, and provide support.
- Click the More (⋯) menu to:
4. End of Shift
- Change your status to Unavailable.
- Sign out of your queue(s).
- Close the Webex App when done.
Environment
- Webex (desktop)
- Webex Customer Assist
- UMS account credentials