Business Features

• Once you’ve installed the app on your Hubspot portal, you can open the calling window by clicking the phone icon in the navbar, to find Webex CC embedded inside.

• An agent can be logged in by entering agent credentials and then pressing the ‘Login’ button from the login screen on the Webex Desktop Interface.

Post Login Interface in CRM

• After entering the credentials, the agent can see the Dashboard

State Change

• Enables agents to change their states to receive the incoming conversations like call, chat and email.

Sign out

• To sign out, agent clicks on “Sign out“ option. The agent will be signed-out.

• Upon logout, the agent will be disconnected from Webex CC while remaining logged into Hubspot CRM.

• To resume handling interactions, agents must log back into Webex CC through the embedded interface.

Accept a Conversation

Enables agents to receive a conversation from queues, handle an ongoing conversation, link customer profiles, view conversation history, view active channels, and view conversation data.

Inbound Conversation Notification

Once an agent receives a new request, it is assigned to an agent, and the agent is reserved. An incoming chat notification appears on the Agent Desk, with a button to Accept the request. The notification contains the name of the customer (if identified), or "John Doe".

End Conversation

Based on agent permissions, an agent may leave an ongoing conversation even if a customer is present in the conversation.

• If the agent leaves a conversation while the customer is still present on any of the customer channels, the conversation will be closed.

• If the agent leaves a conversation when the customer has left, the conversation is usually closed.

Click the 'cross' icon to leave the conversation.

Apply Wrap-up and Add Notes

A wrap-up is a concluding note added to the conversation that helps the business to know what the conversation was about. Webex agents can provide wrap-ups to conversations that they handle, during or after end the conversation.

Apply Wrap-up

• Agents can Apply wrap-ups to a conversation at the end of conversation. A wrap-up dialogue box will appear where wrap-up reasons are listed as defined by the system administrator. The agent will choose a reason that best matches the conversation with the customer.

When a conference is ended, there will be no wrap-up to apply.

Conversation Switching

• An agent can accept more than one conversation requests at a time. It means he can handle multiple conversation and can switch between different conversation by clicking on left arrow

• In case of multiple conversations, when an agent switches to another conversation the customer profile in the CRM is also switched to the active conversation.

Call Controls

On accepting a call, the following controls appear:

1. Drag

2. Mute/Unmute

3. Hold/Resume

4. End Call

Transfer Conversation

• Agents can transfer a conversation to another agent or queue as needed.

• As soon as the transferred conversation is routed to the receiving agent, there will be a screen pop which will display the customer details.

• A conversation activity will be logged for each agent involved in the interaction when they end the conversation.

Agent can transfer voice, chat and email.

Consult Conversation

• Agents can initiate a consult call to another agent while remaining on the line with the customer.

• A screen pop will automatically display the customer details for the consulted agent based on the search criteria.

• No activity will be logged for consult call.

• Consult is only available for voice channel.

Conference Conversation

• Agents can initiate a conference conversation by adding another agent to an ongoing customer conversation.

• Once the agent do the conference, there will be a screen pop-up.

• Call activity will be logged for each participating agent when they leave or end the conversation.

Conference is available only for voice and chat channel.

Click-to-Dial Integration

• Clicking on any phone number within Hubspot CRM seamlessly initiates an outbound call via Webex Contact Center. Additionally, when a call is initiated, a screen pop appears within CRM, displaying customer details.

If there's an "x" (cross sign) on the calling window in Hubspot, it indicates that Hubspot does not detect that the window is open. As a result, any outbound operations, including click-to-call, will be disabled. To reconnect, simply click on the call window button.

Screen Popup

Single Match

When a call, chat or email arrives on the logged-in agent, a CRM customer record is popped up according to the caller number and information stored in Hubspot.

1. By default entities supported for searching is Contact only.

2. If one record is matched, then that record will automatically pop up in CRM.

No Match

In the case, the customer record is not available either in contacts, a "New Contact" page will be popped up in front of an agent with Anonymous Name. (configurable).

Multiple Match

In the case of multiple matches, a list of all the matched records of the respective entity will be shown in the drop-down list in alphabetical order on the top of connector. The first record in the list will automatically pop up, however, the agent can also manually select and search the customer record from the drop down list and that customer profile will pop up.

Conversation Activity

An activity is created at the end of the call, chat and email. It contains information such as:

• Subject (Combination of Conversation Type + Agent Name + Conversation ID + Data and Time)

• Contact Name

• From number

• To Number

• Start Time

• Duration

• Conversation type

• Conversation Direction

• Conversation Notes