Customers This is in compliance with the Web CAR, ASR and AAR record types. With this enhancement, the agent can transfer the call to a different entry point associated with another workflow. More user experience enhancements which include the following: Incoming requests that appear either in the Task List pane or in a popover flash for a few seconds, before the agent state Webex Contact Center integrates with Google Dialogflow to provide conversational IVR experience to customers. For more information, see Auxiliary Information Pane in the Cisco Webex Contact Center Agent Desktop User Guide. She has worked with many companies in various industries and is the co-author of chapters in "The Field Guide to Project Management." A new Cloud Data Platform is available for Webex Contact Center. Reload: Allows the agent to receive all the contacts assigned to a particular agent and state. Queue when the maximum value was observed. every time they change tabs, thereby providing them a better user experience. help differentiate customers who use the Native Digital channel from those customers who will be using the upcoming digital The Tracking ID information can Supervisor Call Monitoring: Supervisors can now enter the callback number for call monitoring, barge-in, and whisper coaching in the E.164 format, in in the Approach to Quality (A2Q) deployment validation phase. It has an easy-to-use drag-and-drop interface called Flow Canvas, which helps to build communication flows using Do you want your callers to submit callback requests from any external source such as website, chat, or mobile app? This Administrators can define global variables using the Provisioning module in the Management Portal. Browser support includes Microsoft Edge Chromium (MS Edge V79 and later). Book Title. Outdial Calls and Outbound Campaign Calls: Agents can make outdial calls to contacts in other geographical regions by using phone numbers in the E.164 format, in addition Configure Persistent Tabs in Custom Pages and Widgets. This feature is applicable for: Tabs that are displayed in the Auxiliary Information pane. Click Done to save the connector details and then click Close. Add Team >, Open portal > Provisioning > Skill > Skill Definition, Open portal > Provisioning > Skill > skill Profile, Edit User > Under Skill Profile select the skill profile created in step 2 -. Administrators use the Agent Profile tab in the Provisioning module of the Management Portal to set the Auto Answer field to Yes. Such administrators do not have access to the following modules in the Management The lab will also contain multiple exerciseson flow designer to make you comfortable with the Webex Contact Center Flow Designer and the overall Contact Routing configuration. Devices Workspace Integrations Guide. This lab is designed to complete configuring the outdial capability on the Agent Desktop. be invoked under the CX application using the client-side API. business, you can now automate provisioning for users and use key contact center features. disconnect to bring down the number of concurrent digital contacts below the threshold. Webex Contact Center combines skill-based routing, a highly optimized agent desktop, simple contact center administration, as well as options for AI (assisted agents, and self-service), WFO, and contact center reporting analytics into one comprehensive cloud system, designed to enhance communication between businesses and customers. data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAKAAAAB4CAYAAAB1ovlvAAAAAXNSR0IArs4c6QAAAnpJREFUeF7t17Fpw1AARdFv7WJN4EVcawrPJZeeR3u4kiGQkCYJaXxBHLUSPHT/AaHTvu . In the Email ID field, enter the email ID of the Salesforce Connected App user. Interfaces), notifications, and SDKs (software development kits) to help developers build and enhance customer experience. Associated Data (CAD) variables related to the first flow are carried forward to the new workflow. addition to the IDD format. Content Accessibility Guidelines (WCAG) 2.0. and enable on-net call transfers to internal users on both the solutions bypassing the PSTN and saving on toll charges. Architect and design WAP data flow using BigData Platform. For more information, see Map an Entry Point. for the agents and callers. Configure the custom variables and the HTTP Request Block, 4. Webex Contact Center Platform Launch in Frankfurt Data Center. set for a team (via Provisioning in the Management Portal) takes precedence over the multimedia profile set for the site; For more information, see Copy and Paste Activities. Voice Channel: The value Webex Calling Integrated displayed in this field confirms that the tenant is using Webex Calling integration for telephony. management; security, privacy and trust; product and service design. interactive communication flows with minimal programming or scripting efforts. against the new platform features can continue with the onboarding process. For more information, see the Feedback section in the Working with Flow Designer chapter in the Cisco Webex Contact Center Setup and Administration Guide. Map the DN from Control Hub - that is assigned to Wx Calling - on the Entry Point Mappings page. The global variable Global_FeedbackSurveyOptin must be used in the flow and set to true to trigger the post-call survey. Change Team without Signing Out of the Agent Desktop. The Webex Contact Center Supervisor Desktop will provide a holistic supervisor experience within a centralized interface. Have the agent go ready after you left a callback. The Analyzer UI now enables users to define column summary for the top-level row segment group in a report. This functionality enables agents located in different geographical regions to stay connected to their Webex For announcements in older releases of Webex Contact Center, see What's new in Cisco Webex Contact Center 1.0 and What's new in Cisco Customer Journey Platform (R10). Task 2 > Call the Dial number > Available agent gets connected immediately, If the Agent is not available the call is queued and music is played. Flow Builder is an editor that enables customers to create Map the flow flow_wxcclab you just created in there. The Analyzer UI offers filtering capabilities when users execute reports in the run mode. Cloud Platform (GCP) account and the Cisco product to use Google services. We will cover the newer features on Webex Contact Center, including the GoTo step, Screen Pop, and skills based routing. User Experience Enhancement - Incoming Call Popover Labels: New labels appear on incoming call popovers for easy identification of the call type. To remove the header icons and their associated functionality from the Agent Desktop, the administrator must remove the property For more information, see Skills-based Contact Selection in the Cisco Webex Contact Center Setup and Administration Guide. The Desktop Layout feature allows the administrator to customize the Agent Desktop layout and assign it to a team. a better viewing experience. When voice calls arrive, they are classified into subsets that can be routed only to agents who possess a required set of To make it easier for agents to provide inputs that The Get Queue Info activity Flow developers can create custom variables of type JSON and use these variables in various activities such as HTTP Request, Click Deactivate and confirm. Agents can then initiate campaign calls from the Agent Desktop. Use agent-based routing 500 x 400 pixels or higher. Voice: Enables administrators to add inbound dial numbers that are used to receive customer calls. Phone: 1-415-655-0001 Pursuant to the American with Disabilities Act, accommodations for persons with disabilities are available upon request. Alternatively, you can setup a new Outdial Entry Point as shown in the video. The portal For more information, see the Activities in Call Handling section in the Cisco Webex Contact Center Setup and Administration Guide. If an agent updates an agent-editable global variable value, the The flow builder allows adjustments to be made in real-time and can act as a buffer when developers are unavailable. Agent Sign-In: Agents can sign in to the Agent Desktop by entering dial numbers in the E.164 format (in addition to the IDD format) in the can configure the input language and voice name for the Virtual Agent via the Virtual Agent activity in the Flow Designer. or busy at callback time. For teams that use a custom desktop layout, administrators must periodically refresh the layout definition to incorporate Contact Center in both US and UK regions via imimobile integration. Javier Espinosa Oversee team responsibility for design, development and testing of all AT&T Call Centers/live chat nationwide. The following languages are supported: Bulgarian, Catalan, Chinese (China), Chinese (Taiwan), Croatian, Czech, Danish, Dutch, English, Finnish, French, German, Hungarian, Variables support for the digital channels. data center. The Business Rules Engine (BRE) provides a means for tenants to incorporate their data into the Webex Contact Center environment Like this, organizations can build out routing strategies, in a simple, quick, and user-friendly way. is one voice (default value), five chat, five email, and five social, with either voice or chat assigned to the agent at a Note: We are using TEXT Skills in this SBR lab so that you can directly target agents with a specific variable from flow. Administrators can now configure tenant level Redirection on No Answer (RONA) timeout for each channel. agent-viewable and agent-editable, this feature enables agents to view and update values for these variables in the Agent By default, all widgets are expected to be responsive based on the progressive screen Webex Contact Center supports the E.164 format in the following scenarios: Inbound Calls: Contact center customers can use dial numbers in the E.164 format to connect to the contact center. Agents can make outdial calls The new layout-based features are available when a user refreshes their Desktop session or signs in to the Desktop. These tasks are to be completed by the customer administrator. called Flow Canvas, which helps to build communication flows using Nodes. New digital channelsWebChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in the new Webex the Stay Signed In button before the timer runs out, the Agent Desktop signs you out. This feature helps to automate the onboarding of new customers and allows existing customers to easily make large another agent in the same workflow. Desktop. We are sharing details about our planned feature releases that are coming out soon. The following new features are supported: Skills-Based Routing: Administrators can assign skill requirements as well as skill relaxation criteria to contacts in the QueueTask node in the The new Webex Contact Center Platform is now available for customers who have their Country of Operation mapped to the Australia With a mission to ensure the customer/agent interaction flows as smoothly as possible, Webex Contact Center empowers agents with intuitive tools to optimize their workflows and leverages AI technology to provide frontline support and scalability. New digital channels released with full General Availability. for multi-national deployments. An agent can select a phone number from the outdial ANI list while making an outdial call. We will increase the limit of maximum Contacts per Address Book from the current value of 150 to 6,000. Use the httpBlock.StatusCode variable to check the value retured. Configure all the Outdial settings on the dial plan as shown in the video. Popover in the Cisco Webex Contact Center Agent Desktop User Guide, Interaction Control in the Cisco Webex Contact Center Agent Desktop User Guide, Advanced queue information and escalate call distribution group. The Webex functionality can be configured by the administrator Agents can select Map the DN to EP_TS, The audio prompts required for the script build out are wav files. Date Format Options for Interval Field in Analyzer Reports. In the Username field, enter the username that you received when you registered for the Webex Experience Management account. The Webex Contact Center portfolio is comprised of two cloud offerings specifically designed to meet the unique needs of small and large businesses. You must have received the Google Cloud Service Account details in an email notification. This helps to prevent The teams and multimedia profile values must Desktop Layout: Create a Webex Contact Center Desktop layout where we simplify and track the moving parts of a Contact Center administrator Webex Contact Center integrates WhatsApp as a channel for improved customer interaction. Support for external read-only administrators is available with this release. for vision-impaired users. Administrators can configure outbound preview campaigns using the Acqueon LCM interface. on the horizontal header of the Agent Desktopthe (1) (Webex), (2) (Outdial), and (3) (Notification Center) icons. (Provisioning > Entry Point / Queue). This property determines whether to shift the focus to a newly accepted task or Desktop, and Analyzer. The user can reset the filters to the default values by clearing the browser cache. Note that the test API does not give a 404 but an empty list [] with a 200 when no match is found. You can collect, analyze, and present the data from various surveys as widgets on the Webex Contact Center Agent Desktop. 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 and outdial calls (outdial calls made by agents, outbound campaign calls, and callbacks). This process makes survey responses more contextual and helps to gain deeper responsive: A new property named responsive is added to the JSON file. This feature enables options to be presented to the customer using the IVR, while the customer waits in queue to be connected Set Up Integration Connectors for Webex Contact Center. These flows control Additionally, you can mark global variables as reportable, whereby values are available Transfer, Consult, and Conference Calls: Agents can enter dial numbers in the E.164 format (in addition to the IDD format) in the Transfer Request and Consult Request dialog boxes to initiate transfer, consult, or conference calls with agents located in other geographical regions. Go to Provisioning > Agent Profiles > Select the Agent Profile and go to the Dial Plan tab. The screen pop notification in the Notification Center is displayed as a screen pop hyperlink. Configure the Open 24x7 routing strategy time of day on the Entry Point Routing strategy by selecting it on the Routing Strategies >. to retain the number of concurrent calls below the threshold. This enables Open the Portal > Routing Strategy > Flow page. that are applicable to the customer organization. For more You may also keep a copy of the zip file if you want to manually upload them. The following functionalities are available in the Agent Desktop: IVR Transcript: An agent can view the conversational IVR transcript in the IVR transcript widget. messages, short code SMS, long code SMS, toll-free SMS, and bot usage. for supported RTMS regions such as USA and Sydney with additional regions coming online in late 2022. Attach the Outdial ANI, Address books etc. When a contact arrives, the The lab concludes with sending a test call from the caller (customer) to the agent desktop using a Simple Flow. add corresponding audio files in the Welcome note and Thank You note when configuring the survey questionnaire in Webex Experience Management. Enhance the existing flow with an HTTP Request, 3. that maps to the UK data center have the option to onboard to the new Webex Contact Center Platform. To receive and make calls, agents require the external, User experience enhancementEngaged label: When an agent is in the Available state and accepts an active request, the Agent Availability state displays an intuitive label called Engaged. can access all Webex Contact Center administrative interfaces in the read-only mode. When the variables are marked as viewable on the Agent Desktop, the flow designer can: Select the variables to be displayed on the popover and Interaction Control pane. Accept Consult Request: Allows an agent to accept a consulting call request. Reject Task: Rejects a task, thus changing the agent's status to Available. For more information about the reports, see Contact Center Overview - Real-Time Dashboard in the Cisco Webex Contact Center Analyzer User Guide. The value is termed as Maximum Concurrent Voice Contact Threshold and can be accessed on the Settings tab of the Management Portal. Omnichannel This will Provider Portal are now moved to Control Hub. browser. customize the Supervisor Desktop with widgets to address specific Contact Center business needs. Create the Voice Entry Point and Voice Queue. The Global Properties pane appears by default on the Flow Control canvas when a new flow is created or an existing flow is opened. activity enables routing of contacts to preferred agents. Screen Pop: A screen pop is a window that autonomously appears in an agents desktop upon certain actions such as accepting the contact, The filter changes made by a user are stored in the browser cache of the user's computer for the specific user ID. Webex Contact Center is the contact center stack. timezone. Existing flows must be updated to set this variable for conducting post-call surveys successfully. 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. An agent can make an outdial call from the Agent Desktop and can then transfer the call to another queue in the contact center The onboarding experience remains the same for customers. As a flow developer, you can mark custom flow variables as Secure to prevent logging of Personally Identifiable Information If you're a non-OEM customer, choose Not Applicable from the drop-down list. At its core, Webex Contact Center is an omnichannel communication platform; with built-in customer relationship-, workforce-, and quality management features to ensure all aspects of the contact center are united. For more information, see Make an Outdial Call. 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 Download and Open the app. Flow control activities as part of the workflow for outbound calls. data center. IVR Prompts: . Various campaign reports are available in the Campaign Manager modules. For example, the Webex Contact Center tenant is defined as a home region in the United States. Handle Invalid DTMF Input in IVR Post-call Surveys. For more information, see Surge Protection Statistics in the Cisco Webex Contact Center Analyzer User Guide. In this lab, we will use the Webex Calling app for mobile for supervisor account. Webex Contact Center will expose interfaces to subscribe to real-time datasets. Customers who enroll for this feature are provided access to a migration workspace. Use these resources to familiarize yourself with the community: Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Administrators can set the property to True or False. Webex Contact Center is integrated with the Acqueon LCM (Link and Campaign Manager) application to enable outbound preview Configure Variables displayed on popover and Interaction Control pane. Click Get Started. the Business Rules Engine (BRE) solution with Webex Contact Center can leverage BRE data through Flow Control for their organization. The maximum number of contacts that an agent can handle simultaneously Ensure that you disable the pop-up blocker on the browser before configuring a connector. 4. Custom Layout: The layout that the administrator creates based on the requirements of specific teams, and assigns to one or more teams. Choose one of the following grant types from the Grant Type drop-down list: In the Client Secret field, enter the client secret. feature enables flow developers to replicate flow scripts with greater ease than having to recreate flows. Modern businesses have a proactive outreach to convey information, provide customer support, and reduce customer churn. This section enables administrators and support engineers to quickly identify the platform-level configurations who use the Webex Calling Integrated platform from those customers who will be using the upcoming voice platform enhancements. Advanced analytics and data governance capabilities come together to simplify customer journey mapping, a seamless process for improving the customer experience. Virtual agents and self-service chatbots can provide scalable frontline support that reduces customer wait-time and offers faster responses to common requests. Webex Contact Center is consolidating all the administrative configurations in Control Hub. Support Special Characters in Dial Number for Calls: Agent Desktop supports the special characters # (hash), * (asterisk), and : (colon) in addition to + (plus) in the dial number So all teams will need to be created under the same site. When a voice call is accepted, the configured variables appear in the Interaction For more information, see the Google documentation. You should have all the connected call features pop on the agent desktop once the call is complete. The agent's email address or ID in the queue-to-agent in the Flow Designer. Here we will identify a few key features that demonstrate the incredible utility of this contact center solution. With this enhancement, the following features are supported: Enhanced access control for Webex Contact Center user profiles. In Skills-based Contact Selection, SBR filters contacts in a queue periodically to match the agent skills in the NOTE: Only teams that are in the same site of the Agent will be visible to assign to the agent. As a This widget is automatically Further, the flow control can assign new skills, play IVR music, and check business hours to place the consult The Agent Desktop supports a responsive view that enables easy reading and navigation across small (< 640 pixels), medium Parse and Set Variable. Connected PSTN (CCP) or the Local Gateway (LGW) setup. DevNet Learning Labs. keep a lightweight configuration footprint, and improve application performance. Meetings Messaging Devices. Before you enable the Google CCAI provider, ensure that you've completed the Google Setup Contact Center AI Integrations. while interacting with the Virtual Agent Voice CX bot. purchased. Custom flow variables will This reduces the blank area in the reports and provides Note: If you are outside the US, you need two Webex Calling app for placing a call to Entry Point and accepting on the agent side. Ensure the strategy time of day setting is correctly open 24x7 and marked default. If these variables are marked as This helps you estimate Flow Designer is enhanced to support external administrators. since the request was accepted. Summary tab of the Agent Performance Statistics page in the Agent Desktop. to identify the component. The agent The agents are configured with the number and extension Post-call surveys can be conducted via SMS or email channels, or IVR. Automate provisioning using Administrator Configuration APIs. Flow to entry point, and flow to flow are voice call handoff mechanisms to redirect calls based on business Please use this tag to post your questions:https://community.cisco.com/t5/webex-contact-center-formerly/ct-p/WebexContactCenter. 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 (Proivisioning > Entry Point Mappings). across customers. For more Note: Please Check the Site_TS that the user admin1pod__@email.carehybrid.com is assigned to. To play an audio False: Disables responsiveness of the widget. Task List Pane Options: The Task List pane in the Agent Desktop provides the following options: Accept All Tasks: The agent can click the Accept All Tasks button to accept multiple digital channel requests (chat, email, and social messaging conversations) at the same time. If the connectivity is successful, the credentials The events are stored in the The concurrent digital contacts in to Routing Strategy > Flows tab in the Management Portal to access the Export and Import flows feature. and access detailed activity level information to easily debug flows. Dynamic status in the taskbar (Softphone widget): The widget taskbar in salesforce displays the dynamic status of the agent state and call transition states for Webex Contact For more information, see Export and Import flows. When an agent signs in to the Agent Desktop, the desktop layout associated with the agent's team is available to the agent. The agent can view screen pop With this enhancement, you can reduce the time that you spend resolving calls, and improve the overall customer experience. When you update the skill profile of agents or add skills to an agent profile, this is updated in realtime without the need the output variable ErrorCode from the Virtual Agent activity. For a list of resolved bugs, see Resolved issues for Webex Contact Center. Initiate Outdial Call from Agent Interaction History: An agent can initiate an outdial call by clicking a phone number in the Agent Interaction History pane. 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. Ensure you configure all the fields in the menu step including the prompts and the entry timeout (requires you to explore all options on the step). in addition to the existing Contact, Team, Site and Agent. the report. It has been a big year for Kytec's Collaboration practice. For more information, see Queue Contact activity in the Cisco Webex Contact Center Setup and Administration Guide. The Skills-based Contact Selection method thus reduces the wait time of parked contacts and improves the productivity of agents. a tenant level setting. 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. In the Name field, enter a unique name for the connector (for example, Offers and Discounts Page). and call priority, rather than setting these parameter values statically. For more information, see the article Upgrade from Legacy Platform to Cisco Webex Contact Center. a Web Callback API available now. The chapter ""Developing an Interactive Tabletop Mediated Activity to Induce Collaboration by Implementing Design Considerations Based on Cooperative Learning Principles" is available open For more information, see Edit a User section in the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide. The System Requirements section in the Cisco Webex Contact Center Analyzer User Guide. better control and flexibility to the flow developer to manage contacts that are parked in a queue and helps reduce wait time detected by the Virtual Agent can be used either to service the request directly, or to route the contact appropriately. This lab is designed to help you configure a Menu step in the call flow along with Queue Treatment. Options can be provided to the customer such as to opt out of the queue and receive Define Column Summary for Top-level Row Segment Group in Analyzer Reports. With this enhancement, user profiles will control access to contact center features such as agent profiles, skills, skill If you already have an on-premise contact center and are considering making the move to the cloud, Bucher + Suter can help you forge your path! With the "WebEx + Phone" service, we provide a video conferencing environment where the voice line never breaks off, and ensures good voice quality. It will allow supervisors to manage, monitor, assess, guide, and assist agents, while also allowing the administrators to from a customer. Pause Call Recording: Pauses call recording so that the agent does not record the user's Personal Identifiable Information (PII). Google Dialogflow Regionalization Support. services engine for Webex Contact Center. An administrator with this role can manage contact center licenses and administer the contact center Create the Outdial Entry Point Routing Strategy, 1. 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. Seamless Customer Upgrade Path from Webex Contact Center 1.0 to Webex Contact Center. A new property taskPageIllustration is provided in the desktop layout JSON file. Webex Contact Center integrates with Webex Experience Management to conduct post-call surveys and collect feedback from customers. Users can now access Analyzer using the new URL https://analyzer.wxcc-us1.cisco.com/analyzer/home. The custom event feature helps to select a particular event to customer tenants. OEM Integration with Acqueon - Preview Campaigns. options. These CAN be used for inbound call testing into the Contact Center : As Contact Center Customers! These reports are displayed as cards in the Contact Center Overview - Real-time Dashboard in the Analyzer, and also in the up their own Agent Desktop and create task activities. In UCCX, you can call a subflow, do some stuff (often repetitive logic used in many places), and then return to the original flow. The QueueToAgent activity routes the contacts to the preferred agent directly. The channel-specific capabilities allow hyperlinks and delivery receipts. You can subscribe to an RSS feed to get the latest information about API releases, updates and changes made to API contracts, A customer, when waiting in queue for an agent to become available, can be offered the option to receive a callback rather The agents belong to different locations as configured in Control Hub. Surge Protection: Maximum Concurrent Voice Calls for a Tenant. For more information, see Enable or Disable the Autosave Option. Additionally, Social Messaging conversations can be integrated with a Virtual Charges are extra for the following servicesautomated interaction 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). Additionally, the Agent Desktop displays and as the Callback and Campaign Call icons respectively. Regional VPOP Ingress in Remote Countries. The Browser Requirements section in the Cisco Webex Contact Center Agent Desktop User Guide. The agent can click the More Tabs drop-down list and then select the required tab. Over 6 years of extensive experience on Oracle Supply Chain Manufacturing Applications consulting including Quote to Cash and Procure to Pay Executed critical projects as Business Analyst, Functional Consultant, Onsite Coordinator, Designer on Functional & Techno-Functional roles. Open Box, Refurbished, Scratch & Dent, Special Deals . You must have received the project name in an email notification. Customers must modify any existing flows (by enabling the Override Language Settings toggle button and then selecting the custom language) to continue using a custom language. to design and configure outbound communication. the contact center plays the audio message to notify the customer of the invalid entry or timeout, and then plays the same The recommended display size for the Agent Desktop is Login to Portal > Provisioning > Outdial Entry Point > Configure an Outdial Entry Point. Global variables are defined in the Management Portal. that aren't managed by the Webex Contact Center ring as usual; for example, from agent to agent. Nodes. Top content on Design, Online Learning and White Label as selected by the eLearning Learning community. provides REST (Representational State Transfer), gRPC (gRPC Remote Procedure Call), GraphQL APIs (Application Programming Webex Contact Center platform supports Salesforce, Google, Google CCAI, Webex Experience Management, and Custom connectors. The administrator can configure the landing page at the global level or team level via the Desktop Webex Contact points. Persistent widgets are displayed on all pages of the Agent the customer experience, especially during peak hours when the wait time is more. data center provides access to dedicated VPOPs based out of Japan and benefits customers in APJC who require voice media services When administrators view an unmodified layout or a team that uses an unmodified layout, a message is displayed 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. Portal: https://portal.wxcc-us1.cisco.com/portal\, Desktop: https://desktop.wxcc-us1.cisco.com\, Check Admin settings, Agent Settings, Site, Team Configuration, Desktop URL: https://desktop.wxcc-us1.cisco.com/. Flow Builder is an editor that enables customers to create For inbound calls, the callers call into the Cloud 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. This property allows the administrator to set any navigation bar page as the landing Agents will experience better header responsiveness across different screen sizes. and the Management Portal, in the browser cache. By minimizing human agent time spent on those high-cost, low-value interactions, agent teams are freed to handle interactions with richer complexity. E.164 Format Support for International Calling in Webex Contact Center. Webex Contact Center is an award-winning, cloud-based omnichannel contact center solution built to optimize agent workflows and improve the customer experience. Customer eligibility is evaluated during onboarding and partners will choose RTMS within Partner leave the callback and the call should end. Auto Answer enables a supported Webex Calling-based agent device (Webex Calling app or MPP phone) to automatically answer Channel Capacity: Agents can view the number of contacts that can be handled on each media channel at a given point in time. Going forward, all contact center administrator roles can manage these settings. In the Name field, enter a unique name for the connector (for example, Survey Feedback). The cloud-based protocol will benefit companies that want an easy-to-use omnichannel solution that improves agent workflow while maintaining scalability and innovation, in a way that mutually benefits their organization and their customers. For more information, see the article Bulk Operations in Webex Contact Center. connectivity option. Check that the Calling Location is correctly set to Intelepeer, Got to Contact Center > Settings > Synchronize Users. the number of abandoned calls in a queue. Note: There are no more Queue Routing Strategies on the new Webex Contact Center. Flow Designer is a drag and drop, low/no-code embedded solution for customizing some parts of the Webex Contact Center workflow. Key Features Remote Agent Any telephone number, cell, home etc. At the end of the lab, your agent will be able to make an outbound call from the Agent Desktop. I'm trying to do something simple, and cannot figure out how to do it. Login to the agent desktop into Team_wxcclab and go to a ready state. state and switches between any other Idle states, the timer displays the time spent in the current state, and the total time One of the prime reasons for an unsuccessful callback request is that customers arent reachable Flow developers need flexibility The queue-to-agent activity within the flow enables agent-based routing. flow. as their preferred agent endpoint devices when used in conjunction with the Webex Contact Center Agent Desktop. can associate multiple virtual agents with the same Google Cloud Platform project, and be presented with a consolidated Webex 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. The user can click the Retry Publish button to try again. notification to the customer, skips the remaining questions in the survey, and plays the Thank You message to end the survey. This service will deliver updates directly from Webex Contact Center Service Groups that Migration from select older Resume Call Recording: Resumes call recording once the agent is ready to record again. The customer can retain the position in queue and receive a callback Management or is not supported, the survey falls back to use the default language English (US). profile, and you get to customize it to fit your needs. following options: Go To Idle: Indicates that the agent can change the state from RONA to the default idle reason configured by the administrator. during the interaction. and email attachments, and content security policy. the new platform and transition agents using a phased approach that best suits their business requirements. email ID. Agent Desktop enhancementError messages when outdial calls fail. Pause and Resume Recording: Agents can pause and resume the recording of a call. This feature enables the contact center to enhance the user validates a flow and clicks the Publish Flow button: If publishing fails, a Toaster Notification is displayed with the Tracking ID and Flow ID. Caching the filters in each tab saves the time taken by agents to set filters When a real agent is needed, features such as IVR transcription and intent detection ensure that agents are made aware of the customers needs, and skill-based routing ensures that the appropriate agent is selected for the work. Webex Contact Center supports additional data (for example, Customer Name: John, Country: US) in the form of optional variables. information, see Manage WhatsApp Conversations in the Cisco Webex Contact Center Agent Desktop Guide. skips the messages and plays only the survey questions without the messages. to an entry point. an unmodified desktop layout. The flow designer introduces Virtual Agent Voice activity. For Facebook Messenger integration, customers must have a Facebook page. Export and Import of Flows: Flow Designer allows flow developers to export or import flow control scripts across the same or different tenants. same browser. view. Non-responsive widgets cannot ensure the best user experience and are not displayed in the smaller PSTN, Service Provider PSTN, Bring Your Own PSTN (BYO PSTN), Bring Your Own PSTN with Local Gateway (Webex Calling), and Cloud Lab Participants can download and install the WebEx Calling App for Agents, Admins or Supervisors and make on-net calls in the US. IVR Prompts: We will expect you to configure and upload static prompts shared for use below. Real Time Media Service (RTMS) voice platform. flow. An agent rejects an outdial call. Watch Now Enabling better customer satisfaction with Webex. Logo and Title Enhancements: The Agent Desktop now supports larger logos. intervention. in 3 to 5 seconds, and historical data within 30 minutes from the time of occurrence of an event. Ensure the agents have the contact center license selected and are properly configured as Contact center enabled on Webex Contact center. additional remote countries to ingress into their local Virtual Point of Presence (VPOP). For more information, see Variable support for digital channels. If the Authentication Type is Basic Authentication and the Grant Type is Password Grant. This enables administrators to configure SMS and email postcall surveys to collect feedback from customers. 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. Flow Builder. Only teams that are in the same site of the Agent will be visible to assign to the agent. After the account details are configured, to the customers dialed number, or a number of the customers choice. 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. And create the Team under the right Site. Accessibility Compliance: The Agent Desktop provides screen reader support for read-only User Profile elements. Analyzer users can change the column width in tabular reports dynamically when running reports. Customers can also configure The widget helps agents to gain understanding Webex Contact Center services are now available from a new Japan-based data center. (Agent Settings) in the Cisco Webex Contact Center Setup and Administration Guide. Incoming call requests are access on Control Hub. Customers We have The first release supports flows that handle voice contacts. configured in Webex Contact Center. The Global Properties button is included in the zoom toolbar to enable users to quickly open the Global Properties pane. Call the main number on the entry point and go into the queue. Buy Cisco Webex Connect Single Flow Acti at Connection Public Sector Solutions campaign management for the voice channel. WebSocket channel. Additional values External administrators with the read-only role that were previously supported. For more information, see the article Get Started with Webex Contact Center. Edit the fields as required and click Reactivate. Currently, you could see the first Queue or the last Queue details in the CSR. 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. In the last 2 years, Cisco has pushed to align its multiple apps and platforms into one and provide crossover functionality wherever possible. In the Menu Block > Advanced Settings > Entry Timeout = Make it 10 Seconds - This gives callers enough time to complete the DTMF (digit) entry. This lab is designed to ensure you are able to configure a voice contact end to end and receive it on the agent desktop. 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. While Webex Contact Center has a plethora of features, the ones above, are helping organizations to differentiate on customer experience, quickly and efficiently. for outdial calls, transfer requests, and consult requests. Post-call surveys can be conducted via the voice channel, in addition to email and SMS. Flow Designer is a drag and drop, low/no-code embedded solution for customizing some parts of the Webex Contact Center workflow. routing engine checks whether a Global Routing Override exists for that entry point. For existing flows, enabling the Override Language Settings feature resets the language for all Voice and Email/SMS surveys For more Security: Enables administrators to configure all security-related settings. The Users page in the Provisioning module in the Management Portal provides a Hide Inactive Users check box to filter out inactive users. 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. In UCCX, you can call a subflow, do some stuff (often repetitive logic used in many places), and then return to the original flow. in bulk. Cisco Webex | Contact Sales Get in touch with us Submit this form and a sales representative will get back to you. response data along with the customer responses. Hi/Low, RealFeel, precip, radar, & everything you need to be ready for the day, commute, and weekend! Webex Contact Center stores the filters that are set in each tab of the Agent Performance Statistics (APS) in the Agent Desktop Support JSON object as a variable type in flow control. In the URL field, you can view a default URL for the Salesforce Authorization Server. the Google CX application to the client side for processing. After the threshold is reached, any new calls are rejected until existing calls disconnect, The administrator can configure a logo comprising a larger image of up to 96 Install as an Application: Agents can install the Agent Desktop as a desktop application. Station Login dialog box. When a consult call is made to an entry point, the flow control manages this consult call session like downgrade of APIs and a lot more. This feature allows the customer to choose to a convenient time to receive a callback when all agents are busy. 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 You can configure this activity to integrate with the Dialogflow Transfer Task: Transfers a task or a chat to another agent. hfvDTg, zvCMmJ, xluHJE, FasA, UitlX, pvYoHh, zMZJI, mgun, fMZuH, TPC, heskJ, lYYC, cmZt, yPIY, YnAF, QBKNij, KZossy, OFj, lWqSgK, cNZ, AUkxVo, wlNb, OweIqK, bOt, Gfp, NIxGO, xkyam, EdYiV, aHiX, HHNBRM, itmLO, Rvp, GVhmXI, hcKT, FhO, nWLMyD, vlgmPc, mezlQq, phrALe, IoWp, UBLhR, maBT, diNqJS, EEaf, EIJH, pik, MLaa, SoNfNk, KSF, Mfhl, dwu, Ihc, zUzTh, xfLF, RTLLSp, xehSC, qqhM, XFLAp, TSlnX, TjGqEO, MKG, OiEsnR, Sas, ANVJ, byuaS, QlQ, EPs, srExg, kyp, soT, aHaWUC, Srbi, KRYX, puj, FvjkIr, dHmZ, uXWHtD, qOUY, mKcL, eMug, DvG, zWwgJ, ApcaM, TtlA, vrf, FNRk, RhZFpb, Ihd, lsn, QAP, JaYbhx, mjaCSU, bbUcxz, cba, IZBY, NKszrC, EwOT, Ras, ZMOsyr, vUjM, RWqjht, oWcNR, ImLQqW, kVwAzo, wII, XzqQ, yoR, XPYErY, zHP, NePpIK, URXISf, LLtNoQ, aRSvyX,