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Create FAQ Categories in 8x8 Contact Center
8x8 Support

Create FAQ Categories in 8x8 Contact Center

Objective

FAQ categories serve as containers for one or more FAQ answers. Before you can create the first FAQ, you must create the containing category.

Applies To

  • 8x8 Contact Center
  • 8x8 Agent Console
  • FAQs

Procedure

  1. Log in to 8x8 Agent Console.
  2. From the Control Panel menu, select Help > FAQ. Supervisor Console displays the Frequently Asked Questions window.
  3. In the Frequently Asked Questions window, click New Category. Supervisor Console displays the Add Category dialog box.

  1. In the Add Category dialog box, enter the name of the FAQ category. Then, you can do the following:
    • To prevent Virtual Contact Center from displaying this FAQ category in any of your Support Centers, select This Category is Private.
      Private FAQ categories can only be accessed by contact center agents, not on a customer-facing Support Center Web page.
    • For FAQ categories that are not private, select the necessary check boxes to specify Support centers that display the FAQ category.
  2. Click Save. The new FAQ category appears in the list of FAQ categories.

Edit an Existing FAQ Category

  1. Go to the FAQ window in the Agent Console.
  2. Click Edit Category. The Edit Category dialog box opens.
  3. Make the desired changes in the category, and save.

Delete an FAQ Category

Before you can delete an FAQ category, you must delete all FAQ answers defined within that category.

  1. Log in to Agent Console.
    • Note: Only supervisors can create or edit FAQ categories.
  2. In the Control Panel menu, click Help > FAQ. Supervisor Console displays the Frequently Asked Questions window.
  3. In the Add FAQ Category window:
    1. In the list of FAQ categories, click a category.
    2. In the list of FAQ answers, for each answer contained in the FAQ category, click Delete.
    3. In the confirmation box to delete, click OK.
  4. After deleting all FAQ answers contained in the FAQ category, in the list of categories on the left, click Delete.
  5. Click OK in the delete confirmation dialog box.
    • Note: Supervisor Console deletes the selected FAQ category.

Additional Information

An agent with the supplementary privileges is required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise.

 

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