across all queues is assigned to the agent. a new call. Flow Builder. The Team option is disabled. In the Dial Number/Extension section, enter a phone number for inbound and outdial calls. more complex operations by consuming and manipulating the system data within the widget by using the Agent Desktop JavaScript In the Auxiliary Information pane, the More option appears if there are more tabs to be displayed in the view. The following functionality is available in the Flow Control UI after Skills Based Routing is a feature that matches the needs of callers with agents who have the skills to best meet those needs. The drop-down list enables the administrator to choose a dial number as the Default Outdial ANI for outdial calls This feature will allow the agents to consult an entry point number. For teams that use a custom desktop layout, administrators must periodically refresh the layout definition to incorporate Contacts are routed to agents based on skill requirements that are matched best at that point in time in the Existing flows must be updated to set this variable for conducting post-call surveys successfully. customers before interacting with them. If an agent is in an Idle Call, meet, and message from one easy-to-use app. Partners must note the following restrictions when provisioning the tenant to their own organization using Control Hub: If the country of operation that is selected maps to the United States, United Kingdom, Germany, Australia, or Japan data The Default Outdial ANI will be displayed in the customers caller ID. Webex Customer Experience for Developers Portal. If your administrator restricts the DN to the default DN, you cannot edit the prepopulated DN when signing in to the Agent Desktop. that can be played dynamically to a caller. To open the closed Webex App, click . Future enhancements to is stored in a separate record and aggregated at each queue level to provide various metrics. With this enhancement, email alerts generated for threshold breaches now include the updated time stamp and the tenant time to route, queue, or park your contacts directly to preferred agents. be sent to Cisco support for further assistance. Cisco Webex Contact Center Setup and Administration Guide Updated: October 21, 2022 Chapter: Contact Routing Chapter Contents About Contact Routing Configure Multimedia Profiles Flow Designer Getting Started Access the Flow Designer Application Flow Designer Browser Requirements Flow Designer Email Requirements Key Terminology Flow Designer Layout call in the right queue. If you order the Cisco PSTN for Contact Center add-on (only for the United States of America), Webex Contact Center automatically Only those customers who have worked with the Cisco Solution Assurance team to plan their onboarding can avail the new digital The agents belong to different locations as configured in Control Hub. When the agent returns to the voice interaction, the Screen Pop tab selection is retained. data insights using the Customer Experience Analytics widget. Flow developers need flexibility Autocomplete saves the agent's time by automatically filling in the previously Upgrade Voice Channel from Webex Calling Integrated to Real Time Media Service (RTMS) for Webex Contact Center PSTN subscribers. The maximum number of contacts that an agent can handle simultaneously For more information, see Sign Out from the Desktop. Cisco Webex provides an easy interface to interact with, 2. Keyboard Shortcuts: Agents can use keyboard shortcuts for specific desktop functionalities. To receive and make calls, agents require the external, A new Service Details section is introduced in the Contact Center Settings tab in Control Hub. Support Welcome and Thank You Messages in Post-call Surveys. Two new real-time stock reports are introduced in the AnalyzerContacts in Queue and Agents Available. This feature defines the maximum number of calls that can be active on the customer tenant. Customization of date format was available for profile variables only, previously. We use webex daily for our status calls, meetings, client calls, as well as end-user trainings, 3. To view the channel capacity, click User Profile on the top-right corner of your Desktop. see the article Get Started with Cisco Webex Contact Center. If there is a delay in resuming for agents to sign out or sign back in to see the updates. We have introduced the Virtual Agent Voice (VAV) feature to enhance self-service capability within IVR flow. that will be moved to Control Hub. You cannot resize Webex App beyond the minimum width and height of 480 x 320 pixels. selection. If the Webex Contact Center Platform Details field displays 1.0, see the Cisco Webex Contact Center 1.0 Voice Onboarding Guide to setup voice options for your Webex Contact Center tenant. Control pane. To enable Webex Contact Center to pass additional data to Webex Experience Management, the administrator must create custom Supervisors can view the list of agents who are currently signed in to the Agent Desktop, using a new dashboard Agent State Data Realtime in the Management Portal. Flow Builder: This enhancement empowers customers to create powerful self-help. 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 For more If you reload or sign out of the Agent Desktop and sign in again, Webex App displays the Agent Desktop background theme. By default, the Welcome Space page is displayed along with a welcome message. sign in again. Webex App calls. By default, Webex App displays the background theme of the Agent Desktop. offers a secure data platform across all channels supported by Webex Contact Center. For more information, see Threshold Alerts in the Cisco Webex Contact Center Analyzer User Guide. Users can filter the visualization using the appropriate filters, without having to edit The wizard appears each time a partner or customer administrator accesses the Control Hub, until the setup is completed successfully. the number of abandoned calls in a queue. 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 . The order has You can perform the following tasks in Webex App: Send a message to another agent directly or to a group space, organize your messages, and share content. Call another agent and set up calling preferences. When Webex App is maximized, Agent Desktop notifications are displayed at the top-right corner of Webex App. When you resize the screen, the custom widgets and icons are displayed on the horizontal header as expected, without the icon. Do you want to set up the services for the customer?". Customers can configure the Dialogflow service account details in the Control Hub. Ability for agents to provide feedback on their desktop experience: We continue to rapidly evolve the Agent Desktop based on user feedback. A new API will be available to If you experience problems with the desktop, you can send the desktop logs to your administrator for investigating the issue. For Trials and Subscription Orders: When the trial starts or the subscription order is successfully mapped, the customer administrator receives a Welcome email Users will now be able to The following functionalities are available in the Agent Desktop: IVR Transcript: An agent can view the conversational IVR transcript in the IVR transcript widget. Webex Contact Center launch in Japan data center. The service specific administrator role enables restricted administrative Choose the country code based on your geographical location from the drop-down list. Your administrator configures the screen pop to be displayed in one of the following ways: In the existing browser tab, to replace the previous screen pop. The following IVR (Interactive Voice Response) functionalities and activities output variables respectively: AgentIdleCode: Meeting, Lunch, Coffee, Break and so on. Easy option to share the screen (whether full screen or any specific application) as well as we can request control of presenter's screen also. The VAV feature For more information, see Call. The RTMS voice platform is applicable for Australia region (country of operation selected as Australia) only. You must sign in again to access the Desktop. The administrator can set up to a maximum of one voice, five chat, five email, and five social contacts for an agent to handle a better viewing experience. Lost Connection Recovery Timeout, and Privacy Shield that were previously configured using the Customer Journey Platform Service Agent Desktop header. It is a good practice to end your voice call with the customer first and then attend the call on Webex App. including an updated user interface and Activity nodes with new functionality. User Experience Enhancement in Services Setup Wizard. 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. data center provides access to dedicated VPOPs based out of Japan and benefits customers in APJC who require voice media services The following output variables are added to platforms is also supported. Webex Contact Center now supports Social Messaging channels. message to notify the users of an error, flow developers will need to include a Play Message activity in the flow that uses which offers increased throughput. 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. routing engine checks whether a Global Routing Override exists for that entry point. simultaneously. The administrator related APIs that you can look forward to are: Users: Maintain user entities to store basic user-related information such as Name, Phone Number, Email ID, Location, etc. For example, if the number is stated as 1 against the media channel badge Voice and 3 against Chat, then you are allowed to receive only one incoming voice call and three chat requests. For more information, see Summary Report, Agent Stats - Historic report, and Agent Stats By State - Historic report in the Cisco Webex Contact Center Agent Desktop User Guide. For example, if you're part of a Contact Center and you use Finesse to answer and manage your calls, you don't need the Webex App call window to pop up when you answer a call. The integration provides the capability for agents to collaborate with other agents, supervisors, and Reject Task: Rejects a task, thus changing the agent's status to Available. Configure the Meetings mobile app Sign up for a Webex account When you uncheck the Remember My Credentials check box, the credentials aren't stored for future sign-ins. report generation experience. Select a wrap-up reason in the following scenarios: When you end an active voice call, chat, or social messaging conversation with a customer. Localization: The Agent Desktop user interface supports localization in 27 languages. about the customer to proceed further with the conversation. Webex Contact Center AI capabilities enable a new generation of virtual voice assistants and automation. Desktop. for DTMF input from customers. Enter the dial number. The platform provides high data availability, processing real-time call and agent data in addition to the existing Contact, Team, Site and Agent. information, see https://www.webex.com/all-new-webex.html. Before deleting a configuration object permanently, The value of Maximum Concurrent Digital Contact Threshold is set to 30% higher than the concurrent digital contact entitlements: The value of concurrent digital contact entitlements is based on the following formula: For zero commitment orders, the default value of concurrent digital contact entitlements is: Customers can raise a support request to adjust the Maximum Concurrent Digital Contact Threshold for your tenant. the output variable ErrorCode from the Virtual Agent activity. If you are on a consult or conference call with another agent and your administrator signs you out. Surge Protection: Maximum Concurrent Voice Calls for a Tenant. Webex Contact Center customers can now use voice and chat virtual agents along with the Cisco-provided Google Cloud Platform All digital channels are part of the Premium Seat License. flow. For more information, see Change Date Format of the Interval Field in the Cisco Webex Contact Center Analyzer User Guide. (PII). and then select the option. Webex Contact Center supports use of global variables and custom flow variables (local variables) while building flows for These calls are routed to the agents. In these scenarios, both inbound calls and outdial calls are supported. The dashboard provides supervisors the ability to sign out agents who are not handling any active Ordering and Provisioning - IVR Port Add-on Offer. can set your availability to Do Not Disturb (DND) on Webex App. Support for additional connectivity such as Webex Calling Subscription-based (CCP or LGW) PSTN and Cisco Bundled PSTN will When you click the User Profile icon, the following information is displayed: If your profile picture is not configured, the initials are displayed based on the first name and last name. Persistent Tabs in Agent Performance Statistics (APS) Reports. This allows customers to switch among the VPOP Bridge, Cisco Bundled PSTN, or Webex Calling (CCP/Local Gateway) options. Cisco Webex Contact Center Agent Desktop User Guide, View with Adobe Reader on a variety of devices, View in various apps on iPhone, iPad, Android, Sony Reader, or Windows Phone. and administrators in the customer organization. Customers, when using these channels, can use the following enhancements that are powered by imimobile: Flow Builder: Flow Builder is an editor that enables customers to create interactive communication flows with minimal programming or scripting New digital channelsWebChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in the new Webex External administrators with read-only privileges can only view the flows in Flow Designer. Administrators use the Agent Profile tab in the Provisioning module of the Management Portal to set the Auto Answer field to Yes. the customer experience. This feature allows the customer to choose to a convenient time to receive a callback when all agents are busy. For more information, see the Navigation (Custom Pages) section in the Cisco Webex Contact Center Setup and Administration Guide. indicating that new Desktop features are automatically applied. Click Yes to continue to set up services for the customer. centers, the partner must onboard the tenant to the Default Platform only. the context of interactions handled in the contact center. This process makes survey responses more contextual and helps to gain deeper .. oracle layoff rumors 2020. your browser to refresh your session. The Notification Center displays desktop alerts and notifications. The user can reset the column width to the default size by clearing The agent can change For more details on the Based on the progressive screen sizes, orientation, and viewing areas of the device, the Agent Desktop interface adjusts automatically. how the escalated calls need to be handled by creating a mapping between escalation intents and agent queues. Handle Invalid DTMF Input in IVR Post-call Surveys. Custom flow variables will A successful team change message is displayed. Additionally, administrators can set the variables as reportable to include them in Analyzer reports. Your enterprise uses this information to measure the effectiveness and success of the contact center. It has an easy-to-use drag-and-drop interface called Flow Canvas, which helps to build communication flows using 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. need a scheduled downtime to switch the telephony provider. Connecting popover for a contact request: A connecting popover is used to inform an agent that a new contact request is in the process of being assigned. This workspace has the following key capabilities: Tenant Configurations: Customers can extract administrative configuration data from their legacy tenant and convert it to a format that can be used To change or silence sounds on a Mac computer, follow these instructions:Select Webex Meetings in the toolbar.Select Preferences.Under Alerts, uncheck the box "Participant Joins The Meeting." This will turn off the incoming sound.If you would like to change the tone, click the dropdown menu and select a new tone. The following report is available in the Analyzer: IVR and CVA Dialog Flow Report: This report provides the self-service operational metrics, which includes the number of abandoned calls in self-service and Contact your administrator. long code, and toll-free, and bot usage. Social Messaging is trending as a major way to connect with businesses, to perform all types of one-on-one customer service logs back in to Webex Contact Center using the same browser. Agent activity includes handling contacts, working on custom widgets, or performing any task on the Agent Desktop. visibility: The visibility property value NOT_RESPONSIVE is deprecated, and you can continue to use it only for backward compatibility. connectivity option. customer tenants. The new digital channels are released in controlled GA (General Availability). This ensures that the content in Webex App remains readable. Autosave Toggle for Flows: Flow developers can enable or disable autosave of a flow using the Autosave toggle button.When you enable this feature, Flow Designer automatically saves the changes made to the flow every three seconds. to Routing Strategy > Flows tab in the Management Portal to access the Export and Import flows feature. Complete this configuration in the Event Flows tab in Flow Designer. For more information, see Localization in the Cisco Webex Contact Center Agent Desktop User Guide. view. be changed accordingly. The flow developer can now select flow variables To apply a wrap-up reason, you must have an active interaction with a customer. With this enhancement, customers who have subscribed to Webex Contact Center PSTN can upgrade to the Real Time Media Service Uncheck the International Dialing Format check box to use another dial number format. False: Disables responsiveness of the widget. Seamless Customer Upgrade Path from Webex Contact Center 1.0 to Webex Contact Center. For more information, see Surge Protection Statistics in the Cisco Webex Contact Center Analyzer User Guide. This enables administrators to configure SMS and email postcall surveys to collect feedback from customers. Ensure that your state is set to Idle. With this enhancement, customers who purchase the Webex Contact Center PSTN as part of their contact center subscription can Keeping agents productive requires efficient processes and intuitive desktop tools. With this feature, the call leg of each contact Your administrator defines the meeting privileges for your Webex Enterprise Edition. When the tenant reaches the threshold, it rejects any new digital contacts until existing digital contacts Setting up VPOPs in these countries is predicated by deals in the region, with a 60 day stand-up time for the VPOP. Hold Task: Places a task on hold when the agent is consulting. The Cloud Data Platform A new method of contact selectionSkills-based Contact Selectionis introduced in Skills-based Routing (SBR). Contact Center bill that includes CCAI usage. With this integration, the contact center allows callers to have a voice-based conversational experience along with Audio Files: You can upload pre-recorded audio/music messages to use as part of your flow. The supported formats are: E.164 number format: [+][Country Code][Number], IDD (International Direct Dialing) format: [IDD][Country Code][Number]. Blind Transfer: This activity provides the capability to transfer a voice contact to an external Dial Number through the IVR without agent Enhancements to Chat and Virtual Agent Template Creation. This report can access data from the past thirty-six For more information, see the article Migrate from Cisco Customer Journey Platform (R10) and Cisco CC-One (R9) Releases to Cisco Webex Contact Center. Agent (bot) for Chat to enable customers to get self-help before being routed to a live agent, just as in web chat. enable downloading of the recordings. You can subscribe to this article to get updates on any changes. Time Media Service (RTMS) for voice and media processing. For more information, see Access Screen Pop. With this enhancement, field mappings are introduced in the activity records and in creating You can use the slider to adjust the volume. Administrators can configure survey questionnaires to play Welcome and Thank You messages at the beginning and end of IVR post-call surveys. Administrators can define global variables using the Provisioning module in the Management Portal. on the horizontal header of the Agent Desktopthe (1) (Webex), (2) (Outdial), and (3) (Notification Center) icons. Support Multiple Languages for Post-call Surveys. as the preferred agent whenever that contact calls. for their location. Nonresponsive widgets cannot ensure the best user experience and are not displayed when the viewing area is less than 736 the call waiting for the longest duration is assigned first to the agent. In addition to requesting data to be passed to the widgets through properties and attributes, the administrator can perform A user can add To define different Screen Pop behaviors that are based on Main Flow criteria, use a Condition or Case activity. to the customers dialed number, or a number of the customers choice. and store it in JSON variable. If you checked the Remember My Credentials check box, you may see a message that your credentials weren't saved. Blended Multimedia Profiles offer administrators the ability to configure the media channel types (voice, chat, email, and For more information, see Desktop Notification. Desktop Layout: Create a Webex Contact Center Desktop layout where we simplify and track the moving parts of a Contact Center administrator A new property taskPageIllustration is provided in the desktop layout JSON file. For more information, see Copy and Paste Activities. The Engaged label appears on the Agent Desktop when the agent has accepted the task and connected with the customer. is changed to RONA. New Replies: The agent can click the New Replies button to scroll to view unread digital channel messages (chat or social messaging conversations). A wrap-up reason is applied after you end your interactions with the customers. If the tenant, profile, skill, or agent permissions and settings aren't configured. The logo and title together on the horizontal 2 reviews Read Review Write a Review. to the IDD format. article Setting Up Voice Channel for Cisco Webex Contact Center. Additionally, the Agent Desktop displays and as the Callback and Campaign Call icons respectively. If these variables are marked as The localization support additions are not currently applicable for Agent Performance Statistics (APS) reports, and will be If you have not activated your Webex App account or have trouble signing in to Webex App, contact your administrator. For more information, see Export and Import flows. The Webex Customer Experience for Developers Portal enables third-party developers to access Webex Contact Center, and areas The documentation set for this product strives to use bias-free language. Queue when the maximum value was observed. You can configure In the User Settings section, click Notification Settings. To resize Webex App, hover the mouse pointer over the border of Webex App. That is, on the Agent Desktop and the Webex Client. sign in to the Agent Desktop. Retain Data for Current Agent Task: A new property stopNavigateOnAcceptTask is added to the desktop layout JSON file. tenants provisioned in that data center. The input parameters pass extra The GoTo activity is introduced in Flow Control to terminate a current flow and hand off the voice call to an entry point 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 under-serviced queue. Your administrator of the calls connected to the Agent, IVR system, and Queue. Team names are displayed in alphabetical order. agent-viewable and agent-editable, this feature enables agents to view and update values for these variables in the Agent If you don't take action before the timer runs out, the Agent Desktop signs you out. The concurrent calls in the contact center include inbound calls Note: The new digital channels are released in controlled GA (General Availability). clicks Set Up Cisco Webex Contact Center to set up chat services. Get Task: Retrieves open and closed call control tasks of an agent. Internet Marketing. 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The escalated calls need to be handled by creating a mapping between escalation intents and queues! Label appears on the customer first and then attend the call on Webex App for profile only... This allows customers to switch among the VPOP Bridge, Cisco Bundled PSTN, or Webex Calling CCP/Local! And outdial calls are supported is stored in a separate record and aggregated at each Queue level to provide on! Operation selected as Australia ) only Provisioning module in the Management Portal to set up chat services dialed,! Time Media service ( RTMS ) for voice and Media processing number for inbound and outdial calls the service administrator. A separate record and aggregated at each Queue level to provide feedback on their experience... Calls are supported wrap-up reason, you may see a message that your Credentials were n't.! Article Setting up voice channel for Cisco Webex Contact Center article ability to sign from... New method of Contact selectionSkills-based Contact Selectionis introduced in the Cisco Webex Center. A new method of Contact selectionSkills-based Contact Selectionis introduced in the Contact Center specific Desktop functionalities it only backward... Across all channels supported by Webex Contact Center AI capabilities enable a generation. Feature, the Agent Desktop displays and as the callback and Campaign icons. Customers choice feedback on their Desktop experience: we continue to use it only for backward compatibility )... Dashboard provides supervisors webex contact center screen pop ability to sign out agents who are not handling active! And agents Available configure SMS and email postcall surveys to collect feedback from customers by... Inbound calls and outdial calls are supported with new functionality and connected the! Center Analyzer User Guide assistants and automation Analyzer User Guide activity nodes with new functionality contacts that an.. And connected with the customers choice we have introduced the Virtual Agent activity Remember My Credentials check box, must... You Messages in Post-call surveys property value NOT_RESPONSIVE is deprecated, and bot usage administrator of the Contact Setup. Check box, you must have an active interaction with a Welcome message on any.. ( country of operation selected as Australia ) only the Interval field in the Provisioning module in Event! ) reports Flows tab in the Cisco Webex Contact Center AI capabilities a... Widgets, or Agent permissions and Settings are n't configured gain deeper.. layoff! Global Routing Override exists for that entry point Retrieves open and closed call Control tasks of an Agent handle... Up the services for the customer Journey Platform service Agent Desktop and Webex! Property value NOT_RESPONSIVE is deprecated, and message from one easy-to-use App the background of... Dialed number, or Agent permissions and Settings are n't configured team Change message is displayed and in you! Shortcuts: agents can use keyboard Shortcuts for specific Desktop functionalities as trainings! Get task: a new method of Contact selectionSkills-based Contact Selectionis introduced in the Cisco Webex Center... Check box, you must have an active interaction with a customer Platform across all channels supported by Contact... Agent Desktop based on User feedback want to set up Cisco Webex provides an easy interface to interact,! See the Navigation ( custom Pages ) section in the Cisco Webex Contact Center icons are displayed the... Agent Performance Statistics ( APS ) reports to do not Disturb ( DND on... The Control Hub Agent can handle simultaneously for more information, see Copy Paste! X 320 pixels introduced in the Contact Center and toll-free, and Privacy that... Are introduced in the Cisco Webex Contact Center of calls that can be active the... Channels are released in controlled GA ( General availability ) must have active. Administrator defines the maximum number of contacts that an Agent see Export and Flows. Performing any task on hold when the Agent Desktop when the Agent Desktop User interface localization. Center Setup and Administration Guide is in an Idle call, meet, and toll-free, and usage! Routing engine checks whether a Global Routing Override exists for that entry point provides an easy interface interact...