FAQ categories serve as containers for one or more FAQ answers. Before you can create the first FAQ, you must create the containing category.
To create an FAQ category:
Log in to SupervisorAn agent with the supplementary privileges 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. Console.
Note: The privilege to create and edit FAQs is limited to Agent Supervisors.
From the Control Panel menu, select FAQ.
The Agent Supervisor Console displays the Frequently Asked Questions window.
In the Frequently Asked Questions window, click +New Category.
The Agent Supervisor Console displays the Add FAQ Category dialog box.
In the Add FAQ Category dialog box:
To prevent the 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-facingWeb page.
The new FAQ category appears in the list of FAQ categories.
To edit an existing FAQ category:
To delete a category:
Click the Delete this Category link in the header area.
You are prompted to confirm the delete action.
Note: If the category contains FAQ responses, you must first delete all the FAQs within the category before deleting the category.
Download User Guides
Open topic with navigation