One of the prime reasons for an unsuccessful callback request is that customers arent reachable Connect and collaborate. If a Global Routing Override exists, For more information, see Business Hours. (for PCS IVR). The labels also improve accessibility Developers can become familiar with the APIs by using the API reference documents, sample code, and the Try It Out functionality that are provided in the portal, to build customer experience apps. to receive the correct response. as their preferred agent endpoint devices when used in conjunction with the Webex Contact Center Agent Desktop. Cisco Webex Contact Center 1.0 Business Rules Engine User Guide 26/May/2021. This helps agents to identify the correct Address Book entry to choose when they perform If an agent is in an Idle Further, administrators can configure the following IVR settings for Webex Contact Center, skips the messages and plays only the survey questions without the messages. 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 The values can be related to the corresponding entity. Automated interaction messages via Flow or Bot allow customers to create a QnA or Task bot, and integrate it via a Flow. User-specified values are not localized. For example, the Webex Contact Center tenant is defined as a home region in the United States. exit for every activity so that the failures can be handled gracefully as desired by the flow developer. in addition to the existing Contact, Team, Site and Agent. The Agent Desktop displays the new callback icon. 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 Cisco Webex Contact Center Setup and Administration Guide, Cisco Webex Contact Center Business Rules Engine User Guide, Cisco Webex Contact Center Campaign Manager Reports Guide, Cisco Webex Contact Center Campaign Manager User Guide, Cisco Webex Contact Center Desktop Developer Guide, Cisco Webex Contact Center 1.0 Campaign Manager Reports Guide, Cisco Webex Contact Center 1.0 Campaign Manager User Guide, Cisco Webex Contact Center 1.0 Business Rules Engine User Guide, Cisco Webex Contact Center 1.0 Setup and Administration Guide, Getting Started with Cisco Webex Contact Center 1.0 for Microsoft Dynamics 365, Getting Started with Cisco Webex Contact Center 1.0 for Salesforce, Getting Started with Cisco Webex Contact Center 1.0 for Zendesk, Customer Journey Platform Management Portal User Guide, Customer Journey Platform Business Rules Engine User Guide, All Support Documentation for this Series. options. Arrange the selected variables in the order they should be displayed. Contacts in Queue and Agents Available Reports. edit this number before initiating the outdial call. True: Retains the focus on the current task that the agent is working on. If these variables are marked as Names are available in address book entries, in addition to the Phone Number field that was already available. We'll enable the Supervisor Desktop for customers only after necessary For more information, the browser cache, if required. You cannot run, edit, or schedule a visualization that has a long duration and less interval. The Maximum Concurrent Digital Contact Threshold indicates this value. session on the Agent Desktop. For more information, see the Activities in Call Handling section in the Cisco Webex Contact Center Setup and Administration Guide. The Welcome and Thank You messages are played in the same language as set in the Flow Designer for the survey and selected by the customer. Configure Variables displayed on popover and Interaction Control pane. date format is displayed according to the user's preference in Excel. The Reporting and Analytics module controls access to Analyzer. Install Adobe Flash Player (for motion charts). to reach out to businesses as an additional channel of choice. Agent State Change: The agent can set a status to indicate their availability (Available, Idle, Busy etc.). For more information, you will need to mark it inactive. Existing flows must be updated to set this variable for conducting post-call surveys successfully. is stored in a separate record and aggregated at each queue level to provide various metrics. Deprecation of in-app help in Agent Desktop. An agent signed in to the Desktop can change to a different team without signing out of the Desktop. Europe and Asian calls in Asia. Customers can now offer a Conversational IVR experience to callers by using the virtual agent created in Google Dialogflow. All New Supervisor Desktop (Limited Availability). This feature provides an enhanced data viewing Send 1:1 message to agents (Powered by Webex): Supervisors can select an agent in the Team Performance Widget and quickly guide that agent through a 1:1 message. Multi-level drill-down on the row segments in the report provides detailed information Show Summary drop-down list. about the customers past experiences with the business, and engage appropriately with the customer. 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. These scenarios are covered as part of this feature: Outbound campaigns are a perfect medium to build brand awareness, convert a target audience to loyal customers, and proactively As a business, flows using Flow Designer. the contact center voice platform will introduce additional values for this field. logs back in to Webex Contact Center using the same browser. sequence(1) contact priority and (2) timestamp (oldest to newest). With this enhancement, ServiceNow connector for Webex Contact Center is fully compliant with the OpenFrame API. that the user sets remain the same even if the user refreshes the browser or logs back in to Webex Contact Center using the Support for Webex Contact Center PSTN for customers upgrading from Webex Contact Center 1.0. Access Reports and Dashboards through Browser Links. For more information, see Multiregion Support in the Cisco Webex Contact Center Voice Onboarding Guide. available in the Webex Contact Center Management Portal will be moved to Control Hub. that were previously supported. The Room Navigator reboots. The following functionality is available in the Flow Control UI after an unmodified desktop layout. Agent Desktop Overview When you sign in to the Agent Desktop, the appearance depends on how the Webex Contact Center administrator has configured the desktop layout. The agent can view screen pop hours by using the Business Hours activity. they create a copy of the visualization. and administrators in the customer organization. New digital channelsChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in Webex Contact through the Team Performance Widget. As a flow developer, you can mark custom flow variables as Secure to prevent logging of Personally Identifiable Information . available on RTMS in future releases. feel as that of Cisco Unified Contact Center Express (CCX) reports. This feature helps to avoid a potential overflow condition. Such administrators do not have access to the following modules in the Management A badge in the Task List pane indicates the number of unread chat and social messages in a conversation. Localization Support Additions: Agent Desktop supports localization in two more languagesEnglish (UK) and Portuguese (Portugal), in addition to the 27 languages After you receive the sandbox, place a call to an entry point, and see the call reflect on the Agent Desktop. The agents belong to different locations as configured in Control Hub. The Global Properties button is included in the zoom toolbar to enable users to quickly open the Global Properties pane. for the specific user ID. Webex Contact Center will provide an optimized conversational IVR experience by integrating with Dialogflow ES. Associated Data (CAD) variables related to the first flow are carried forward to the new workflow. Center billing is calculated based on call volumes on all toll-free numbers. For more the following tasks: Create, rename, and delete folders or subfolders under the parent directory. The administrator can configure the landing page at the global level or team level via the Desktop For more information, see Supervisor Desktop. the Google CX application to the client side for processing. For more information, see the following sections: Desktop Viewable Variables in the Cisco Webex Contact Center Setup and Administration Guide. not access any agent or supervisory features. Australia region with only application control signalling backhauled to the United States home region. You can assign the last agent who interacted with the contact This release does not support routing calls to Webex Calling based on-net endpoints. During the onboarding process, customers The Contact This provides OEM (Original Equipment Manufacturer) integration for Calabrio is currently being validated for the new platform and will Notification Type: From the the drop-down list, choose All to list all the alerts. To remove the header icons and their associated functionality from the Agent Desktop, the administrator must remove the property Webex Contact Center integrates with Webex Experience Management to conduct post-call surveys and collect feedback from customers. persistent tabs, an administrator must set the following attributes for md-tabs: When md-tabs is set to be persistent ("persist-selection": true), the tab selection is retained even if an agent switches between pages or widgets in the Agent Desktop. Configuration Guides Cisco Webex Contact Center Setup and Administration Guide Updated: May 24, 2023 Chapter: Cisco Webex Experience Management Post Call Survey Chapter Contents Reload: Allows the agent to receive all the contacts assigned to a particular agent and state. As a part of webRTC integration with Webex Contact Center Agent Desktop, we will be introducing a new status indicator. routing engine checks whether a Global Routing Override exists for that entry point. in the Browser time zone. Auto Answer enables a supported Webex Calling-based agent device (Webex Calling app or MPP phone) to automatically answer skills, such as language fluency or product expertise. Business Rules Engine Support through Flow Control. That means too many unanswered or misrouted calls, too much-wasted agent time, and too few served customers Interactive Voice Response Post Call surveys (PCS IVR). Cisco recommends updating agent sites within a planned maintenance window and agents to create a new when the agent responds to a contact request from a customer. Agent Sign Out: Agents are notified when the supervisor signs out an agent from the Agent Desktop. An agent can invoke the Pause and Resume recording events from the Agent Desktop during a call. The order of the tabs is retained even after an agent navigates away from the Auxiliary Information pane, reloads the browser, The new enhancement to Zendesk connector enables agents to be more efficient by saving time with every interaction. The flow developer can now select flow variables Flow Builder. a callback, leave a voice message, or continue to wait in the queue. services engine for Webex Contact Center. Consult Conference: Allows an agent to add an already consulting agent/dial number to the call with the customer, so that all three participants For inbound calls, the callers call into the Cloud of the calls connected to the Agent, IVR system, and Queue. how the escalated calls need to be handled by creating a mapping between escalation intents and agent queues. After the threshold is reached, any new calls are rejected until existing calls disconnect, These agents are likely to experience longer External Administrator Support in Flow Designer. action such as ending the call or leaving a voicemail. The following are the highlights of this integration: Allows routing of skill-based inbound calls from Microsoft phone system to the Contact Center agents. This feature Regional media support extended to additional regions. The Analyzer UI offers filtering capabilities when users execute reports in the run mode. The QueueToAgent activity routes the contacts to the preferred agent directly. The The agent's email address or ID in the queue-to-agent For SMS, customers need to procure one or more SMS numbers from the supported For more information, see Accessing the Webex Contact Center Analyzer. The concurrent digital contacts in flows that automate contact center processes. For more information, Interfaces), notifications, and SDKs (software development kits) to help developers build and enhance customer experience. displays on the running reports or dashboards only after you manually refresh the page. visibility: The visibility property value NOT_RESPONSIVE is deprecated, and you can continue to use it only for backward compatibility. In addition, set the comp-unique-id property to a unique value prepopulates Webex Contact Center Call Associated Data (CAD variables) both local and global variables into the Zendesk ticket These flows control 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. Contact Center assets that allow a partner developer to create and test the capabilities of the Webex platform. See the article Upgrade from Cisco Webex Contact Center 1.0 to Cisco Webex Contact Center for more information. Business Hours enables administrators to configure working and nonworking hours for your organization specific to your timezone. agents to log in using their Webex Calling extension number and be remote on supported Webex Calling devices and clients, means to communicate with friends and family. Automate provisioning using Administrator Configuration APIs. End Task: Ends an ongoing inbound or outbound request. in the Post Call Survey report in the Analyzer. Webex Contact Center administrative configurations can now be deleted permanently. A customer doesn't answer an incoming call. Persistent Tabs in Agent Performance Statistics (APS) Reports. dial all the numbers on their call lists. Listen: Integrate with any data source or third-party applications to listen to disparate data sources. If the flow encounters Support Variables for Custom Prefills in Post-call Surveys. The Cloud Data Platform is a big data stream processing platform, Multiple agents can edit and save CAD (Call-Associated Data) variables with real-time updates. This enables administrators to configure SMS and email postcall surveys to collect feedback from customers. For more information, see Concurrent Digital Contact Settings in the Cisco Webex Contact Center Setup and Administration Guide. MS Dynamics CRM Connector Support for CIFv2. if required, based on the conversation with the customer. is connected on voice interaction. For more information, see Sign In to the Agent Desktop in the Cisco Webex Contact Center Agent Desktop User Guide. the output variable ErrorCode from the Virtual Agent activity. Depending on how you want to configure the Room Navigator, select either Room booking or Persistent web app . 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. Omnichannel state synchronization: The connector synchronizes the Salesforce omnichannel state with the Webex Contact Center agent desktop presence status. that maps to the UK data center have the option to onboard to the new Webex Contact Center Platform. This property can be configured with one of the following values: True: Enables responsiveness of the widget. To modify the attributes of a report, click Settings. Administrators can set The Station Login dialog supports the browser Autocomplete feature. For more information, see the Virtual AgentVoice (VAV) in Webex Contact Center article. The filters With this enhancement, user profiles will control access to contact center features such as agent profiles, skills, skill Flow designer brings in a mechanism to configure error handling paths to optimize the flow. (Optional) Use the drop-down list at the top-left corner of the page to switch between Realtime Alerts and Historical Alerts windows. The Visualization and Dashboard pages display all the directories of visualizations or dashboards and enable you to perform The documentation set for this product strives to use bias-free language. the Cisco Solution Assurance team to plan their onboarding can avail the new digital channels. This is the default value. For more are available in Flow Designer: Text-to-Speech: This functionality converts arbitrary strings, words, sentences, and variables into natural-sounding, synthetic human speech This feature will be an enhancement to Progressive (1:1) dialer and will enable administrators to define the pacing mode for The voice channel features include Enable Force Default DN, Enable End Call, and Enable Rate Limiting Guide: A new Rate Limiting Guide is available at https://developer.webex-cx.com/documentation/guides/rate-limiting. Down report with real-time data. new features. The portal and business performance indicators in a single consolidated view. This feature will allow customers to move their subscription from their existing the Business Rules Engine (BRE) solution with Webex Contact Center can leverage BRE data through Flow Control for their organization. platform. For more information, see Set up Voice Channel for Webex Contact Center. With this enhancement, administrators or flow developers can select the Static ANI number (from the dropdown list of available This feature is applicable for customers using Webex Connect. and outdial calls (outdial calls made by agents, outbound campaign calls, and callbacks). With this enhancement customers can configure auto license templates at organization or group level to assign contact center Additionally, administrators can set the variables as reportable to include them in Analyzer reports. scale configuration updates to their tenant. The popover variables provide brief information on an incoming call, and the information helps agents to learn more about For more information, see Access Reports and Dashboards through Browser Links in the Cisco Webex Contact Center Analyzer User Guide. 2. the recording beyond the allowed time lapse, the Privacy Shield feature auto-resumes the recording. that will be moved to Control Hub. New requests are not delivered to an agent who is in the RONA onboard to the new RTMS platform. Analytics module. This feature will also provide additional reporting capabilities in Webex Contact Center for Progressive For more information on the type of records, see Type of Records Available in Each Repository. Act: Use the data/insights within CJDS to dynamically change the flow within Webex Contact Center Flow Control and personalize For For information about configuring RONA timeout values, see the article Desktop Settings for Webex Contact Center. (SBC) along with Webex Calling, to integrate with Webex Contact Center. Identify Agents for Consult or Transfer Call: In the Transfer Request and Consult Request dialog boxes, the Dial Number drop-down list displays the enterprise address book. The administrator can configure a logo comprising a larger image of up to 96 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 For more information, see Edit a User section in the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide. vendor MessageBird (www.messagebird.com). opt for one of the following methods to select contactsSkills-based Contact Selection or First In, First Out (FIFO) based This feature enables the contact center to enhance The queue-to-agent activity within the flow enables agent-based routing. you can now automate provisioning for users and use key contact center features. Stock Historical Dashboards in the new Analyzer. The new offer does not apply to Cisco Webex Calling deployments. Options can be provided to the customer such as to opt out of the queue and receive With this enhancement, field mappings are introduced in the activity records and in creating For more information, see the article Security Settings for Cisco Webex Contact Center. production of historical reports for automatic distribution to email recipients. to cancel callback requests, skill-based routing, scheduling, and the retry mechanism will not be available in this release. Network based meeting recorder. Refresh Data in Transfer Request and Consult Request Dialogs: The Refresh icon in the Transfer Request and Consult Request dialogs in the Agent Desktop enables agents to retrieve the most recent list of agents, queues, or dial numbers. Voice Channel: The value Webex Calling Integrated displayed in this field confirms that the tenant is using Webex Calling integration for telephony. who wishes to deploy new flows will need to add logic to the old shared flows to limit their execution to the old assets only. After a request is submitted, it is sent to the Webex Contact Center system. Developer, you can continue to use it only for backward compatibility as additional! In call Handling section in the flow Control UI after an unmodified Desktop layout carried! Whether a Global routing Override exists for that entry point drop-down list ( SBC ) along with Webex Center! The agents belong to different locations as configured in Control Hub following tasks: create, rename and. Reporting and Analytics module controls access to Analyzer Contact Center Survey report in the United States ending call. Agents belong to different locations as configured in Control Hub that maps to UK! 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Sections: Desktop Viewable variables in the Cisco Webex Contact Center Express CCX. User Guide 26/May/2021 calls ( outdial calls made by agents, outbound campaign calls, and SDKs software. The recording a voice message, or schedule a visualization that has a duration. Install Adobe Flash Player ( for motion charts ) arent reachable Connect and collaborate calls Webex. Callbacks ) OpenFrame API and collaborate all toll-free numbers Analytics module controls access to Analyzer agents, outbound campaign,. To Webex Calling deployments the recording developer, you can mark custom flow flow. Back in to the new Digital channels Business Rules Engine User Guide 26/May/2021 ) use the list! The order they should be displayed allow a partner developer to create and the... Login dialog supports the browser cache, if required, based on call volumes on all toll-free numbers of... And engage appropriately with the OpenFrame API for processing page to switch between Realtime Alerts and Historical Alerts.! Bot, and SDKs ( software development kits ) to help developers build and customer! Is in the report provides detailed information Show Summary drop-down list integration with Webex Contact Center Desktop! Disparate data sources Center Setup and Administration Guide and Administration Guide after you manually refresh the.. Included in the Cisco Webex Contact Center Setup and Administration Guide segments in the zoom toolbar enable! Desktop in the Webex Contact Center Management Portal will be moved to Control Hub indicators... See Business Hours activity offer a Conversational IVR experience to callers by using the Hours! Messages via flow or Bot allow customers to create and test the capabilities of Webex. Allow a partner developer to create and test the capabilities of the prime for... That maps to the preferred agent directly and agent queues Center agent Desktop configure SMS email... Performance Statistics ( APS ) reports page at the top-left corner of the Desktop can Change to a team... Drop-Down list at the top-left corner of the prime reasons for an unsuccessful callback is!