Editing a FAQ Category

Perform the procedure in this section to edit a FAQ category.

To edit a FAQ category:

  1. Log in to an AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. 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.

    Only Agent Supervisors can create or edit FAQ categories.

  2. In the Navigation bar, click FAQ.

    The Agent Supervisor Console displays the Frequently Asked Questions window ().

  3. In the Add FAQ Category window, in the left-side list of FAQ categories, click Edit.

    The Agent Supervisor Console displays the Edit FAQ Category dialog box.

    Figure 129: Agent Supervisor Console, Edit FAQ Category dialog box

  4. In the Edit FAQ Category dialog box:

  5. Click OK.

    The Agent Supervisor Console applies your changes.


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