Webex Customer Assist: Sign In and Setup

Issue / Question

How do I use Webex Customer Assist to sign into a queue, manage my status, view analytics, and make calls using the queue’s caller ID?

Solution

If you haven’t already, see the Related Articles for the Webex Desktop Calling App.

Sign In and Setup

1. Open the Webex App and log in with your UMS username and password.
2. At the bottom of Webex, select Signed Out to begin signing into Customer Assist.
3. Select the queue you want to join and click Sign In.
   • Tip: If you don’t see your queue, scroll or use the search field.
4. Set your Agent Status to Available to begin receiving calls or chats.

Screenshots: Signing In and Setting Status

Signed Out control

Queue selection

Agent Status menu

5. Click the Customer Assist tab on the left to view queue management and analytics.
6. To place calls using the queue’s caller ID, click your phone number at the bottom of Webex and choose the queue number from the menu.
   • Tip: Using the queue caller ID ensures callbacks route correctly.
7. To monitor analytics in a separate window, click the analytics pop-out icon in the upper-right corner of the Customer Assist view.
   • Tip: Move the window to a second monitor to keep stats visible while you work.

Screenshots: Queue Tools and Analytics

Customer Assist tab

Queue caller ID selector

Analytics pop-out view

Environment

• Webex (desktop)
• Webex Customer Assist
• UMS account credentials

Vendor Reference

For more information, see Webex’s official guide: Get started with Webex Calling Customer Assist for Agents.