Webex Contact Center Enterprise for enterprises who need a feature-rich solution that scales to tens of thousands of agents with added security and an extensive set of APIs for customization. Italian, Japanese, Korean, Norwegian Bokml, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, been mapped correctly". platforms is also supported. This reduces the blank area in the reports and provides After the account details are configured, With this enhancement, customers who purchase the Webex Contact Center PSTN as part of their contact center subscription can the Cisco Solution Assurance team to plan their onboarding can avail the new digital channels. can query and download call recordings that were created in their legacy platform. visibility: The visibility property value NOT_RESPONSIVE is deprecated, and you can continue to use it only for backward compatibility. that you can handle for Voice is configured as 1 and for Chat as 0, then the media channel badge for Voice is highlighted, and for Chat is grayed out. Contact your administrator. Flow designers can configure the retry option for the preferred agent callback and the delay between the retry attempts. When using a desk phone or video device for calls: On all callsYou always want your call window to pop up on your desktop when you get a call. However, when you click the notification or access Webex App within the Agent Desktop, then further notifications will not be displayed on the Agent Desktop. Simplify administrators experience in Webex Contact Center. Learn more about how Cisco is using Inclusive Language. The order of the tabs is retained even after an agent navigates away from the Auxiliary Information pane, reloads the browser, the custom page appears blank. Customers The global variable Global_FeedbackSurveyOptin must be used in the flow and set to true to trigger the post-call survey. interactive communication flows with minimal programming or scripting efforts. that a higher number of sessions can be hosted on IVR. Update your profile, status, notifications, and background. latencies as the round trip of voice telephony can be a factor in the origination-to-termination matrix. The Services Setup wizard is now enhanced. To remove the saved entries, you must clear the browser cache. For example, when an agent accepts an interaction from the customer Jane Doe, the Screen Pop tab of the Auxiliary Information pane displays the screen pop associated with the interaction with Jane Doe. Source of Callback: The source of callback can be website, chat, or mobile app. vendor MessageBird (www.messagebird.com). For more information, see Reset Desktop Layout. Previously we were using XX and now moved to Cisco Webex due to its rich and variety of features. These flows control When you click the (expand) icon of each pane, the sliding pane displays the details. Customize ANI (Automatic Number Identification) for Courtesy Callback. Team: View or edit the current team to which you are associated. The new digital channels are released in controlled GA (General Availability). Share your entire screen, video from a camera, or specific files and applications that you choose. every time they change tabs, thereby providing them a better user experience. By default, all widgets are expected to be responsive based on the progressive screen When you expand one pane, other expanded panes collapse, Customers can also configure message to notify the users of an error, flow developers will need to include a Play Message activity in the flow that uses When the tenant reaches the threshold, it rejects any new digital contacts until existing digital contacts header of the Agent Desktop cannot exceed the maximum width of 304 pixels. With this feature, new and existing customers who are already using This report can access data from the past thirty-six private browsing mode. not, when an agent accepts the new task. The administrator can customize the default title at the global level or team level via the Desktop Layout. The agent can view screen pop You can subscribe to an RSS feed to get the latest information about API releases, updates and changes made to API contracts, The maximum Revert a Flow to its previous version: Flow Designer allows flow developers to revert a flow to its previously published version. As part of this long-term initiative, the configurations under the Organization tab will be the first set of configurations Bulk Operations allows partners and customers to use CSV files to create administrative configurations for Webex Contact Center When you are busy with customer interactions or need some time to work without being interrupted by messages or calls, you Administrators can configure survey questionnaires to play Welcome and Thank You messages at the beginning and end of IVR post-call surveys. Google Dialogflow provides multiple regions to support regional deployments in order to reduce latency and meet data residency Such administrators do not have access to the following modules in the Management The new property allows the administrator to customize the blank task page illustration Special Character Supported for Dial Number and Extension: If an agent copies a Dial Number or Extension that contains special characters (!, @, #, $, %, ^, &, *, ), (, =, ., <, >, The labels also improve accessibility For more information, see Sign-In Issues with Webex. Agent Desktop supports a responsive view that enables easy reading and navigation across screen resolutions. Customize the label that is associated with the variable when it appears on the Agent Desktop. experience for tabular reports. All digital channels are part of the Premium Seat License. For more information, see Sign In to the Agent Desktop. With this enhancement, customers who have subscribed to Webex Contact Center PSTN can upgrade to the Real Time Media Service Dial numbers are validated based on the country code. under-serviced queue. Standard agents and premium agents who do not have access to the Analyzer to view and run dashboards and reports can access External administrators with the read-only role Contacts are routed to agents based on skill requirements that are matched best at that point in time in the This feature allows administrators to specify an Idle inactivity timeout for the Desktop application. call on hold. If there are issues with the network or API (Application Programming Interface). Switch to Dark Mode: Agents can enable or disable the dark background theme of the Agent Desktop. Configure a delay timer between the callback requests. Customers can work with the partners and account managers to plan their organization For more information, see Secure Variables. Designed and built from its foundation as a cloud solution, Webex Contact Center brings your business the innovation, flexibility, and agility of the cloud with security and scalability (Figure 1). This property allows the administrator to change the default order of the icons The Surge Protection Statistics report is available in the Analyzer. Webex Contact Center customers can configure their voice and chat Virtual Agents by specifying the Google Dialogflow region. Screen pops help the agent to get more information about the caller to proceed further with the conversation. Select the required availability state from the drop-down list or use the search field to filter the list. This feature is available Webex App within the Agent Desktop supports only Do Not Disturb (DND) and not any preferences specified in notifications (Settings > Notifications). This feature enables the contact center to enhance For more information, see the Activities in Call Handling section in the Cisco Webex Contact Center Setup and Administration Guide. Customers can incrementally move Telephony, Chat, and Email workloads to Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. to an entry point. Read Full Review. The Screen Pop is displayed in either of the following ways: In the existing browser tab, replacing the previous Screen Pop, As a new browser tab without affecting the existing Screen Pop, As a new tab in the Auxiliary Information pane. The Agent Desktop title can be an image or text. However, you can change the background theme of Webex App either to Default or to Light (Settings > Appearance). On all calls except calls on hold (Unified CM only)You share a line with others and don't want your call control window to pop up when someone else puts a For example, when the agent is busy in another interaction. Customers onboarding to the new Webex Contact Center in the Australia and United States data centers can configure the following the media local to a region decreases latency, improves audio quality, and provides unique regionalized media configurations Audio Files: You can upload pre-recorded audio/music messages to use as part of your flow. a Web Callback API available now. However, the Webex icon displays a badge indicating the number of unread conversations and missed calls. For more information, see View Channel Capacity. edit this number before initiating the outdial call. supported format is: Country code format: + [Country Code][Phone Number]. Webex Contact Center is consolidating all the administrative configurations in Control Hub. that entry point. Click your profile picture, go to Settings > Calling, and then scroll to Call Window Settings. The display text for the Screen Pop hyperlink is defined by your administrator. PSTN, Service Provider PSTN, Bring Your Own PSTN (BYO PSTN), Bring Your Own PSTN with Local Gateway (Webex Calling), and Cloud remain non-reportable. The count up timer appears next to the Wrap Up state indicating the time that has elapsed since you ended the interaction. For inbound calls, the callers call into the Cloud When your administrator resolves the issue, you must reload your Agent Desktop web page. User Profile:User Profile is an extension of user data that stores information such as user subscriptions, orders, rewards, preferences With this enhancement, you can change the site that is assigned to an agent. Large organizations may have agents operating in many countries around the world. The agent then switches to a chat interaction and accesses the Contact History tab. agent-viewable and agent-editable, this feature enables agents to view and update values for these variables in the Agent Arrange the selected variables in the order they should be displayed. the customer experience. An administrator can configure tabs in custom pages and custom widgets as persistent by using the Desktop Layout. as a background. Profile Picture: Agents can configure their profile picture when they activate the user account or later, using the Cisco Webex profile page. When the users run the visualization, the selected filters appear at the top-right Two new real-time stock reports are introduced in the AnalyzerContacts in Queue and Agents Available. This feature allows a user to select the contact center tenant time zone when provisioning a subscription or trial using the For information about configuring RONA timeout values, see the article Desktop Settings for Webex Contact Center. If two or more calls across multiple queues have the same (highest) priority, Agent Availability in Queue for Voice Calls. in the Questionnaire Settings tab of the post-call survey questionnaire in Webex Experience Management: Maximum Invalid Inputs and Timeout Allowed: Administrators can select a value in the Maximum invalid inputs and timeout allowed drop-down list to set the maximum number of times for which the system allows invalid input or no-input responses from customers. Click the Screen Pop hyperlink. calls. This feature will enable the Analyzer and the Agent Desktop to display real-time data on the widgets and A new API will be available to With this feature, flow designers will now be able to: Configure the callback retries, if the first callback attempt is unsuccessful. flows that automate contact center processes. The System Requirements section in the Cisco Webex Contact Center Analyzer User Guide. Retain Data for Current Agent Task: A new property stopNavigateOnAcceptTask is added to the desktop layout JSON file. When an outdial call fails, the Agent Desktop displays new error messages for the following scenarios: An outdial number dialed by an agent doesn't connect to the customer. Support for the Webex Meetings mobile app See if your mobile device can support the Meetings app. The WhatsApp channel allows end consumers sign in again. Click Next to continue to set up services for the customer. It is a good practice to end your voice call with the customer first and then attend the call on Webex App. Your administrator configures the Webex App feature by updating the desktop layout. Webex App | Choose when your call control window pops up, Small business account management (paid user), When using a desk phone or video device for calls. If you have set your availability to DND, the notifications are not displayed on the Agent Desktop for voice calls and conversations. Webex Contact Center administrative configurations can now be deleted permanently. formulasAverage, Count, Minimum, Maximum, Sum, and Custom for each column. Custom Layout: The layout that the administrator creates based on the requirements of specific teams, and assigns to one or more teams. The outdial ANI list must be Webex Contact Center Platform Launch in Frankfurt Data Center. In the Team section, choose a team from the Team drop-down list or use the search field to filter the list. By default, the Enable Notifications toggle button is enabled. All digital channels are part of the Premium Seat License. see https://developer.webex-cx.com/documentation/multimedia-profiles. For Trials and Subscription Orders: When the trial starts or the subscription order is successfully mapped, the customer administrator receives a Welcome email This feature enhances the current Queue Contact activity in Flow Designer by enabling dynamic selection of the queue, skills, On the Confirm Country of Operation popover, click Confirm. are available in Flow Designer: Text-to-Speech: This functionality converts arbitrary strings, words, sentences, and variables into natural-sounding, synthetic human speech To change the service configuration options, click Go back and edit. routing configuration that your administrator has set in Flow Designer, you can see either the customized display text or First Name Last name Work email Phone number Company Zip or Postal Code Country What do you plan to purchase Call sales 1-888-469-3239 Click here for international numbers Get product help Visit our Help Center For more information on accessing the Webex Client as an endpoint device, see Agent Devices. New digital channelsChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in Webex Contact When I go to the left menu "Meetings" and select the option "Join a Meeting" it will open a popup where I can enter the meeting information. For more information, see headerActions in the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide. Agents can make outdial calls The title and logo are not displayed when the viewing area is less than 736 pixels wide. channel offerings. For more information, see Desktop Layout in the Cisco Webex Contact Center Setup and Administration Guide. Administrators can now configure tenant level Redirection on No Answer (RONA) timeout for each channel. named Screen Pop. WebSocket channel. requirements. To access the Webex feature in the Agent Desktop, see the Webex App (Webex) section in the Cisco Webex Contact Center Agent Desktop User Guide. Flow Designer. (Optional) Click Cancel Auto Wrap Up to prevent the desktop from wrapping up automatically. can associate multiple virtual agents with the same Google Cloud Platform project, and be presented with a consolidated Webex In addition to requesting data to be passed to the widgets through properties and attributes, the administrator can perform By default, the Team section displays your current team that was selected in the Station Credentials dialog box at the time of signing in. report generation experience. state and switches between any other Idle states, the timer displays the time spent in the current state, and the total time That is, on the Agent Desktop and the Webex Client. Phase one of the global RTMS rollout includes support for Voice POP-based PSTN connectivity options. intervention. The field provides an indication of the geolocation of the tenant. activated when an agent engages with a customer through a call, chat, or email. All digital channels are part of the Premium Seat License. Work Types: Set and track the work status of a call, such as, when a line is idle or if a call has been wrapped up. and administrators in the customer organization. the customer experience, especially during peak hours when the wait time is more. Webex Contact Center Desktop brings your business the flexibility, and agility of cloud with the security and global scalability you have come to expect from Cisco. in addition to the IDD (International Direct Dialing) format that was previously supported for all telephony options in Webex Blind Transfer: This activity provides the capability to transfer a voice contact to an external Dial Number through the IVR without agent can be in a conference. You can modify the SIP address name if necessary. On the Control Hub home screen, navigate to Contact Center > Settings. The following output variables are added to Intents It has an easy-to-use drag-and-drop interface You receive an audio alert for an incoming call. as the preferred agent whenever that contact calls. New Replies: The agent can click the New Replies button to scroll to view unread digital channel messages (chat or social messaging conversations). real-time and historical reports, ensuring data integrity. the same activity multiple times. For example, your administrator creates a workflow to trigger a screen Administrators can set The concurrent calls in the contact center include inbound calls The Business Rules Engine (BRE) provides a means for tenants to incorporate their data into the Webex Contact Center environment The value is termed as Maximum Concurrent Voice Contact Threshold and can be accessed on the Settings tab of the Management Portal. a consult or transfer during a voice call. Small business account management (paid user), Setup your Contact Center Tenant Timezone, Set Up Services for Trials and Subscription Orders, Configure Webex Calling for your organization, Set Up Voice Channel for Webex Contact Center, Cisco Webex Contact Center Voice Onboarding Guide, Cisco Webex Contact Center 1.0 Voice Onboarding Guide, Configure a Chat Template for Webex Contact Center, Edit a Virtual Agent in Webex Contact Center, Delete a Virtual Agent from Webex Contact Center, Ways to Add Users for Webex Contact Center, Create a Cisco Webex Order for a Customer, Escalate a Virtual Agent Chat in Webex Contact Center, Configure Cisco Webex Contact Center Virtual Agent. Multimedia Profiles API: A new CRUD (Create, Read, Update, and Delete) API endpoint for multimedia profiles is available now. Default Layout: A system-generated desktop layout that is available for all of the teams. If you are automatically signed out, click OK to close the dialog box. This will help differentiate customers configured by the administrator in the Desktop Layout. Business Rules Engine Support through Flow Control. These Call Consult APIs are: Available Agents API for Blind Transfer/Consult/Conference: Fetches the available list of agents who can be reached for consult, conference, or transfer. Flow developers can set the no-input timeout duration and the number of retries to be made if there is no user input, Your administrator defines the meeting privileges for your Webex Enterprise Edition. The Sub-layout feature provides finer control over the widget placement and resize behavior. New Digital Channels in Webex Contact Center. Set up chat using the Configure a Chat Template for Webex Contact Center article. Call another agent and set up calling preferences. For more information, see Sign In to the Agent Desktop in the Cisco Webex Contact Center Agent Desktop User Guide. The Contact History tab does not display the interactions that are removed by your administrator. {, }, [, ], :, ;, ', ", |, ~, `, _, and -) to the Dial Number or the Extension text box, the special characters are removed when submitting the details. Calls are routed to agents based on skill requirements that are matched best at that point in time in the flow. in a new browser tab, existing browser tab, or the Screen Pop tab of the Auxiliary Information pane, based on the screen pop display and the desktop layout settings. For more information, see Download the App. For details of the format settings, consult your administrator. can query analyzer data that was created on their legacy platform. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. The text provided in the new state. Contacts are routed to agents based on skill requirements to meet the best match at that point in time in the Prior to this enhancement, if a customer purchased the Bundle 2: Inbound toll-free number access option with the Cisco PSTN for Contact Center add-on, the customer had to configure all inbound numbers as toll-free. in the Analyzer for custom reporting. Customers who select a Country of Operation in the Approach to Quality (A2Q) deployment validation phase. manage concurrent licensing costs. The Webex App offered by Cisco is an enterprise solution for video conferencing, online meetings, screen sharing, and webinars. When making an outdial call to a customer, if an agent does not select an outdial ANI from the Select Outdial ANI drop-down list, the Default Outdial ANI is used. For more information, see Agent Availability States. 2022 Cisco and/or its affiliates. Virtual Agent: This activity provides the capability to handle conversations with end users. A modern call center is often . External administrators can view, create, modify, and delete There were many rumors about layoffs throughout all departments, but the execs said nothing. existing administrator and supervisor profiles will continue to have access to these features. With this feature, flow developers will get more flexibility to define a single workflow per entry point to handle both working Alternatively, you can access Webex App by using the keyboard shortcut Ctrl+Shift+3. Integration of Webex Contact Center with the Salesforce CRM connector introduces the following new features: Advanced screen-pop and auto-population of Customer Records: This feature allows dynamic matching of the customer records based on Caller Attributed Data (CAD) passed from the Flow Designer Support for external read-only administrators is available with this release. keep a lightweight configuration footprint, and improve application performance. Additionally, you can mark global variables as reportable, whereby values are available import them in other tenants. Notifications keep you in the loop by letting you know that something new has happened which may require your attention. The Interaction Terminated dialog box must be displayed on the Agent Desktop. This helps you estimate For more contact. service. For more information, see Advanced Queue Information. Ensure that your phone is ready to receive calls. The additional data can be passed to Webex Experience Management, to be stored as part of survey response data. The VAV feature If you are inactive on the Agent Desktop for that specified duration, Agent Desktop signs you out automatically. Flow developers can configure the Timeout parameter in the Advanced Settings section of the Feedback activity in the Flow Designer to define the maximum duration (in seconds) for which the system waits only one wrap up reason at a time. Supervisor Call Monitoring: Supervisors can now enter the callback number for call monitoring, barge-in, and whisper coaching in the E.164 format, in Small business account management (paid user), What's new in Cisco Webex Contact Center 1.0, What's new in Cisco Customer Journey Platform (R10), Data Locality in Cisco Webex Contact Center, Cisco Webex Contact Center Setup and Administration Guide, Cisco Webex Contact Center Agent Desktop User Guide, Set Up Voice Channel for Webex Contact Center, Desktop Settings for Webex Contact Center, Upgrade from Cisco Webex Contact Center 1.0 to Cisco Webex Contact Center, Get Started with Cisco Webex Contact Center, Migrate from Cisco Customer Journey Platform (R10) and Cisco CC-One (R9) Releases to Cisco Webex Contact Center. hours and during emergency conditions. After the agent accepts a request, the connected timer displays the time that has elapsed Don't bring calls to frontYour calls in Webex App are controlled by another application, such as Finess agent desktop. To enable these messages in a survey, the administrator must For more info on using the app to connect to meetings, events, and training sessions, see "Use the Webex Meetings mobile app". email ID. if required, based on the conversation with the customer. The responsive behavior is the same as in the browser-based Agent Desktop. In the Webex Contact Center Platform section, choose a contact center platform. For more information, see Skills-based Contact Selection in the Cisco Webex Contact Center Setup and Administration Guide. A call center is the heart of customer service for many businesses, where customers call in for help and reps call out for sales. the call waiting for the longest duration is assigned first to the agent. Charges are extra for SMS (Short Message Service) - short code, When you sign in to the Agent Desktop, the appearance depends on how the Webex Contact Center administrator has configured the desktop layout. A toaster notification is displayed When you uncheck the Remember My Credentials check box, the credentials aren't stored for future sign-ins. For more information about configuring the dial number of an agent, see Edit a User the number of abandoned calls in a queue. The administrator can set up to a maximum of one voice, five chat, five email, and five social contacts for an agent to handle See the table below for the telephony options available for various platforms. This feature enables options to be presented to the customer using the IVR, while the customer waits in queue to be connected that were previously supported. The new reports enable users to gain information about contacts that are waiting in queue, and the availability of agents Custom events and custom payload features will be introduced to provide a better end-user experience and control over a conversation For more information, see Download Error Report. The Flow Control user experience is enhanced to support the following: The Flow Control now ensures that the users always enter a unique flow name. For more information about the reports, see Contact Center Overview - Real-Time Dashboard in the Cisco Webex Contact Center Analyzer User Guide. The following table summarizes the platform and telephony options applicable for each country of operation: Default Platform (Webex Contact Center): Click this option for subscription orders. Cisco may make changes to the anticipated If a screen pop is configured in a custom page, the Screen Pop icon appears on the Navigation bar, irrespective of whether you have accepted or ended a request. with contacts of other media channel types (email and social). To minimize Webex App, click . This widget appears on the desktop when the agent Task List, Agent Interaction History, and Auxiliary Information panesThe panes are overlaid on the Workspace. When you enable silent notifications, the desktop Agent Desktop enhancement Sign in with country code. The following Experience Management widgets are displayed on the Agent Desktop only if your administrator has configured the For more information, see Localization in the Cisco Webex Contact Center Agent Desktop User Guide. configured in Webex Contact Center. Users can filter the visualization using the appropriate filters, without having to edit be sent to Cisco support for further assistance. feel as that of Cisco Unified Contact Center Express (CCX) reports. The Analyzer UI will offer filtering capabilities when executing a custom dashboard in the run mode. For more information, see Enable or Disable Notification Settings. Nine new voice-only stock transition reports are now available in Webex Contact Center. To enable FIFO based contact selection, customers must messages, short code SMS, long code SMS, toll-free SMS, and bot usage. You can minimize your distractions by keeping this call control window hidden. Cisco Webex Experience Management-based IVR Post-call Surveys and Post-call Survey Reports. The Default Outdial ANI is applicable at the tenant level. Interaction Control pane. The flow developer can now select flow variables When you are handling an inbound or outdial call with a customer, you can still receive an incoming call from a colleague select a phone number that is displayed as the caller ID to the recipient of the outdial call. This property can be configured with one of the following values: True: Enables responsiveness of the widget. For more information, see Validate DTMF Input Response in IVR Post-call Survey in the Cisco Webex Contact Center Setup and Administration Guide. These reports have the same look and Customer Experience Analytics (CEA): Displays the overall pulse of the customers or agents through industry-standard metrics such as NPS, CSAT, and CES, or other data center. You can assign the last agent who interacted with the contact Think of them as websites built using web technologies that behave like applications. The agent can click the More Tabs drop-down list and then select the required tab. The Webex functionality can be configured by the administrator how calls flow through the business. An all new visual scripting tool is introduced in Webex Contact Center, which allows partners and customers to create customized Provider Portal are now moved to Control Hub. applies the telephony option. With this enhancement, the agent can transfer the call to a different entry point associated with another workflow. In the Settings tab, click Set Up Cisco Webex Contact Center. Queue when the maximum value was observed. A new service specific administrator role is introduced for Webex Contact Center. The CAR is made available to WFO/WFM providers through an API. The following features are available as part of the new release: Automated Integration Process: Through integrations, developers can request permission to invoke Customer Experience (CX) APIs. CAD (Call Associated Data) Variables: An agent can view or edit CAD variables based on the configurations that are set in the call flow by the administrator. Users will now be able to Only those customers who have worked with the Cisco Solution Assurance team to plan their onboarding can avail the new digital The Webex App (Webex), along with the messaging, calling, and meeting functionalities, is integrated with the Webex Contact The International Dialing Format is checked, and the default value is +1. Webex Contact Center integrates with Webex Experience Management to conduct post-call surveys and collect feedback from customers. configured in the Feedback activity in the Flow Designer. This ensures that the content in Webex App remains readable. Using the drop-down menus, specify when you want your call control window to pop up. History is consolidated for all digital channels, whereas for Voice, the history is restricted to the Voice Channel. You must set your web browser zoom to 100% for the best Tenant settings such as Enable Force Default DN (Dial Number), Enable End Call, Enable End Consult, Auto Wrapup Interval, Localization Support Additions: Agent Desktop supports localization in two more languagesEnglish (UK) and Portuguese (Portugal), in addition to the 27 languages the APS reports page. More items By popping out panels, you can resize them for a better look or move them to another monitor to more easily view a chat or Q&A session during a presentation. The customers no longer need to navigate through the unwieldy DTMF-based IVR menus; instead, they can speak for self-service. This feature helps comply with the content security policy framework that browsers enforce. Real Time Media Service (RTMS) voice platform. Screen pops help the agent to get more information When an agent initiates a campaign call, a new contact is Customers who have worked with the Cisco Solution Assurance team during the A2Q process to validate their requirements Flow developers can use the global variables within flows to set and pass values in For more information, see the Sign In to the Agent Desktop section in the Cisco Webex Contact Center Agent Desktop User Guide. This helps agents to identify the correct Address Book entry to choose when they perform New Digital Channels in Webex Contact Center in APJC Region. Internet Marketing. As a new browser tab without affecting the existing screen pop. that can be played dynamically to a caller. Webex Contact Center services are now available from a new Japan-based data center. Additionally, the report provides the concurrent call volumes observed on tolled OEM (Original Equipment Manufacturer) integration for Calabrio is currently being validated for the new platform and will the agents to view their live status on the taskbar without having to open the Webex Contact Center widget. Administrators can configure outbound preview campaigns using the Acqueon LCM interface. Custom flow variables will This is The system cannot deliver any Desktop during customer interaction. To reset tabs to the default order, agents can click the More Actions () icon and select the Reset Tab Order option. Wait until the desktop starts to exhibit the problem again This feature is available for both Voice and Email/SMS survey channels. The Agent Desktop display size must be greater than 500 x 500 pixels (width x height). If these variables are marked as up their own Agent Desktop and create task activities. The following languages are supported: Bulgarian, Catalan, Chinese (China), Chinese (Taiwan), Croatian, Czech, Danish, Dutch, English, Finnish, French, German, Hungarian, Migrating from Finesse to Webex Contact Center Agent Desktop One of the important things to consider if using a Cisco Contact Center solution today is migrating the agent desktop custom functionality to WxCC. Sub-layout Feature: The Sub-layout feature enables an administrator to define nested desktop layouts using the Agent Desktop JSON layout file. Screen pops trigger based on the events that are configured by your administrator. Cisco brought it into the mix as part of the Cisco Journey Platform or "CJP" and commenced to sink a ton of development work into it to the point of rewriting and re-architecting vast code bases to create a true cloud platform based on micro-services that are able to scale and heal dynamically. Webex Contact Center now supports these new Flow Control activities: Advanced Queue Information: This activity displays the real-time count of agents in the Available state and the count of logged in agents for a specific set of skill requirements. First Time Setup Wizard. to identify the component. Additionally, the Agent Desktop displays and as the Callback and Campaign Call icons respectively. To restore the minimized Webex App, click the Webex App floating bar. Your Save: 50.05. Click User Profile at the top-right corner of the Desktop. The maximum number of contacts that an agent can handle simultaneously The following enhancements are available for post-call surveys: Administrators can configure IVR post-call surveys when an inline survey has to be played to the customer at the end of a The custom payload feature helps to send payload information from The Virtual Agent activity provides a new output variable ErrorCode to indicate the timeout event or error status. Your administrator available on the Cisco Commerce Workspace. for the specific user ID. the Agent Desktop. see Message. The administrator can add or remove the following widgets in the custom layout: Cisco Webex Experience Management Widgets: Customer Experience Journey (CEJ) and Customer Experience Analytics (CEA). and Turkish. Before you integrate Webex Contact Center with the Salesforce CRM console, ensure that your profile has the following access privileges: Access to Webex Contact Center . When minimized, Webex App is displayed as a floating bar and the timer is displayed on it. Complete this configuration in the Event Flowstab in Flow Designer. The dialog box is displayed irrespective of your availability status. Migration from select older Notification Settings. that the user sets remain the same even if the user refreshes the browser or logs back in to Webex Contact Center using the For more information, see Resolve Desktop Issues. Nodes. The queue-to-agent activity within the flow enables agent-based routing. by specifying the following parameter values in the Advanced Settings of the Virtual Agent activity: No-Input Timeout: The duration (in seconds) for which the Virtual Agent waits for user input. Webex Contact Center is integrated with Webex Experience Management, the platform for Customer Experience Management (CEM). 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