Screen Pop: The browser pops up on the Agent Desktop when an agent accepts an incoming call. Multiple agents can edit and save CAD (Call-Associated Data) variables with real-time updates. When a contact arrives, the the APS reports page. is hosted on a different URL. The Contact Center service setup aligns with the new user experience. agents to log in using their Webex Calling extension number and be remote on supported Webex Calling devices and clients, This feature allows customers who use the Webex Contact Center 1.0 platform to upgrade to the latest Webex Contact Center With this enhancement, customers who have subscribed to Webex Contact Center PSTN can upgrade to the Real Time Media Service This feature helps to automate the onboarding of new customers and allows existing customers to easily make large For more information, see Variable support for digital channels. New output variables in QueueToAgent activity. and query processing tasks. Flow developers can configure the audio prompt variable in various IVR activities such as Play Music, Play Message, Menu, Enhance scheduling experience using Business Hours. The Business Rules Engine (BRE) provides a means for tenants to incorporate their data into the Webex Contact Center environment The agent can also This feature is available 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. Global variables are defined in the Management Portal. The labels also improve accessibility Webex Contact Center supports the E.164 phone number format for international calling for agents and supervisors. which does not require any additional training. A new property taskPageIllustration is provided in the desktop layout JSON file. For example, the call rings but the customer fails to answer the call. If an agent is in an Idle not, when an agent accepts the new task. Omnichannel WARNING Agent > Site relationship cannot be changed. The field provides an indication of the geolocation of the tenant. The partner must not select the Exception Platform. the Google CX application to the client side for processing. Configure the Salesforce Connector as described below: You can add up to five Salesforce connectors for your organization. Calls route to the agents according to the routing strategy Default Dial Number (DN)/Extension for Agent. Webex Contact Center integrates with Google Dialogflow to provide conversational IVR experience to customers. In the Name field, enter a unique name for the connector (for example, Survey Feedback). Webex Contact Center enhances the agent experience by allowing administrators to easily optimize the user interface through customization and provides support tools that improve the agent workflow. The flow developer can now select flow variables flows to set and pass values in the context of interactions handled in the contact center. Migration from select older indicating that new Desktop features are automatically applied. Ensure that the system created outdial entry points and queues are present and configure their settings. formulasAverage, Count, Minimum, Maximum, Sum, and Custom for each column. The following functionalities are available in the Agent Desktop: IVR Transcript: An agent can view the conversational IVR transcript in the IVR transcript widget. Get Task: Retrieves open and closed call control tasks of an agent. The voice channel features include Enable Force Default DN, Enable End Call, and Enable can query analyzer data that was created on their legacy platform. New digital channelsChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in Webex Contact Ensure the prompts are plugged in to the play message prompts. be sent to Cisco support for further assistance. For example, the Webex Contact Center tenant is defined as a home region in the United States. We aim for a better-connected, safer and more prosperous world. Accessibility: The Agent Desktop supports features that improve accessibility for low-vision and vision-impaired users. Drag a play message block, Collect Digits, HTTP Request, Condition Block, 2 more Play message blocks and put them in front of the menu step. Tenant settings such as Enable Force Default DN (Dial Number), Enable End Call, Enable End Consult, Auto Wrapup Interval, 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. On the Google Contact Center AI card, click Set Up or Add More. 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. Grant permissions to view and manage your data. a new case. This is Nonworking hours include holidays and emergency off hours during which contact center service will be unavailable. These key features provide Webex Contact Center users with the necessary tools to improve agent workflow, innovate, and democratize systems within their contact center operation. Facebook Messenger and SMS (Short Message Service). Validate and Publish the new script, correcting any errors that show up during validation. be changed accordingly. Ensure that you disable the pop-up blocker on the browser before configuring a connector. 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). to quickly create the same configurations in Webex Contact Center. The dashboard provides supervisors the ability to sign out agents who are not handling any active following options: Go To Idle: Indicates that the agent can change the state from RONA to the default idle reason configured by the administrator. Customers can work with the partners and account managers to plan their organization with contacts of other media channel types (email and social). Virtual Agent: This activity provides the capability to handle conversations with end users. The following functionality is available in the Flow Control UI after . who use the Webex Calling Integrated platform from those customers who will be using the upcoming voice platform enhancements. Interfaces), notifications, and SDKs (software development kits) to help developers build and enhance customer experience. Disconnect Contact: This activity provides the capability to disconnect a contact in the IVR. The maximum available in the Webex Contact Center Management Portal will be moved to Control Hub. new features. 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! Desktop. It has an easy-to-use drag-and-drop interface called Flow Canvas, which helps to build communication flows using Overview. Agents can select The Engaged label appears on the Agent Desktop when the agent has accepted the task and connected with the customer. in specific teams, without the overhead of having to look for the information in tabular reports. New requests are not delivered to an agent who is in the RONA Nine new voice-only stock transition reports are now available in Webex Contact Center. The feature requires a subscription to Webex Calling. the context of interactions handled in the contact center. For idle codes such as lunch or meeting, flow designers will be able to direct the call to a queue or another agent. For more information, see Manage Voice Calls in the Cisco Webex Contact Center Setup and Administration Guide. The concurrent calls in the contact center include inbound calls For example, when the agent is busy in another interaction. For more information about configuring phone numbers in the enterprise address book, see Address Books in the Cisco Webex Contact Center Setup and Administration Guide. the number of abandoned calls in a queue. The user can click the Retry Publish button to try again. If you're a non-OEM customer, choose Not Applicable from the drop-down list. Screen Pop: A screen pop is a window that autonomously appears in an agent's desktop when the agent performs certain actions such as With this enhancement, email alerts generated for threshold breaches now include the updated time stamp and the tenant time Lab Pre-requisites The Steps . At the end of this lab, you should be able to hear a Menu prompt, Opt-out of queue, and send a courtesy callback call to the customer by picking a ready agent. CAD (Call Associated Data) Variables: An agent can view or edit CAD variables based on the configurations that are set in the call flow by the administrator. The logo and title together on the horizontal An agent signed in to the Desktop can change to a different team without signing out of the Desktop. When the agent returns to the voice interaction, the Screen Pop tab selection is retained. On the Custom Connector card, click Set Up or Add More. the browser cache, if required. variables and persist them across Webex Contact Center components. It is a small checkbox on the Menu Step. Use agent-based routing be available soon. Digital Channel: The value Native Digital displayed in this field confirms that the tenant is using the current Digital Channel offering from Cisco. Desktop, and Analyzer. The Virtual Agent activity provides a new output variable ErrorCode to indicate the timeout event or error status. PSTN, Service Provider PSTN, Bring Your Own PSTN (BYO PSTN), Bring Your Own PSTN with Local Gateway (Webex Calling), and Cloud Customers Also Viewed These Support Documents, https://community.cisco.com/t5/webex-contact-center-formerly/ct-p/WebexContactCenter. For more information, see Agent Availability States. The VAV feature With this enhancement, Webex Contact Center can classify each number added to the tenant as toll or toll-free. the contact request is returned to the queue and the system changes the agent state to RONA. For more details on the steps required for onboarding, You must have received the project name in an email notification. New Digital Channels in Webex Contact Center. Easily manage it with user-friendly tools like a drag-and-drop workflow builder. provides REST (Representational State Transfer), gRPC (gRPC Remote Procedure Call), GraphQL APIs (Application Programming every time they change tabs, thereby providing them a better user experience. customize the Supervisor Desktop with widgets to address specific Contact Center business needs. Uses the customer feedback received through different channels such as email, SMS, and Interactive Voice Response (IVR). The chapter ""Developing an Interactive Tabletop Mediated Activity to Induce Collaboration by Implementing Design Considerations Based on Cooperative Learning Principles" is available open SDK (Software Development Kit) package. dynamically retrieved from the ongoing active preview campaigns and assigned to the agent. The agent then switches to a chat interaction and accesses the Contact History tab. Watch Now Enabling better customer satisfaction with Webex. Associated Data (CAD) variables related to the first flow are carried forward to the new workflow. The default error message that is currently played in English (US) will no longer be played to the users. Use the httpBlock.StatusCode variable to check the value retured. This feature enables the add corresponding audio files in the Welcome note and Thank You note when configuring the survey questionnaire in Webex Experience Management. In addition, set the comp-unique-id property to a unique value The new reports enable users to gain information about contacts that are waiting in queue, and the availability of agents can still continue to use the Routing Strategy feature to connect to an entry point in a flow until it is decommissioned. agents and supervisors from using licenses indefinitely and blocking contact center resources. This enables Reset tab order: Administrators must specify the reset attributes for the agentx-wc-more-actions-widget component. The custom layout allows the administrator to customize the following: Notification timer and maximum notification count, Custom icons, custom tabs, custom header, custom pages, and custom widgets. platform upgrades. Desktop during customer interaction. Business Rules Engine Support through Flow Control. The GoTo activity is introduced in Flow Control to terminate a current flow and hand off the voice call to an entry point Administrators and Supervisors can download recordings of calls that were handled by Agents. popover will be followed by the incoming contact request for the agent to take action, before the state change. entered dial number(s) and extension number(s). Max No-Input Attempts: The number of times the Virtual Agent attempts to wait for user input after the timeout period elapses. Agents can make outdial calls when they are in the Available state. about the customer to proceed further with the conversation. Call Prioritization enables flow designers to assign priority to inbound calls in a queue. Webex Contact Center Workflow Concepts is proud to announce that we are now supporting Webex Contact Center in our continued support of Cisco contact center solutions. Flow Designer supports a single IVR flow to handle interactions in multiple languages based on the customer's choice of language. Webex Contact Center is a feature-rich application that supports various functional and operational improvements in the contact center, that empower better CX. as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) along with all other feedback collected Persistent widgets are displayed on all pages of the Agent The custom payload feature helps to send payload information from 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. For more information, see Multiregion Support in the Cisco Webex Contact Center Voice Onboarding Guide. where you can make the necessary changes and publish the flow again with a new version. All the administrative configurations Google Dialogflow provides multiple regions to support regional deployments in order to reduce latency and meet data residency to the customers dialed number, or a number of the customers choice. Design Guidelines. 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. This will information, see Make an Outdial Call in the Cisco Webex Contact Center Agent Desktop User Guide. A flow developer can now determine how many agents are currently available to service a queue. Integration continues to be a hot topic for Cisco with Webex, as it does with us. Point to the New flow in the Routing Strategy, 1. for multi-national deployments. The Callback report in Analyzer includes the web callback report with the following fields: Type of Callback: The type of callback can be Courtesy or Web. Business Hours will enable administrators to configure working and nonworking hours for your organization specific to your Have the agent go ready after you left a callback. Cisco Webex Experience Management is a Customer Experience Management (CEM) platform. Skills-based Routing: Administrators can assign skill requirements as well as skill relaxation criteria to contacts in the QueueTask node in the After you deactivate a connector, you can either reactivate, edit, or delete the connector. purchased. The availability states are Available, and the idle states configured by the administrator. We will cover the newer features on Webex Contact Center, including the GoTo step, Screen Pop, and skills based routing. is stored in a separate record and aggregated at each queue level to provide various metrics. via the OEM Integration with Acqueon report in the Analyzer. The Default Outdial ANI is applicable at the tenant level. But it was not possible for the agent to transfer the call to a different entry point Upgrade Voice Channel from Webex Calling Integrated to Real Time Media Service (RTMS) for Webex Contact Center PSTN subscribers. For Facebook Messenger integration, customers must have a Facebook page. Map the flow flow_wxcclab you just created in there. To remove the saved entries, the agent must clear the browser cache. The DN will be read-only. agent-viewable and agent-editable, this feature enables agents to view and update values for these variables in the Agent For more information, see the article Upgrade from Cisco Webex Contact Center 1.0 to Cisco Webex Contact Center. Partner administrators who have provisioning administrator Devices Workspace Integrations Guide. For more information, see the Agent Performance Statistics Reports section in the Cisco Webex Contact Center Agent Desktop User Guide. valid. Resume Call Recording: Resumes call recording once the agent is ready to record again. Customers can also configure Keeping agents productive requires efficient processes and intuitive desktop tools. customer tenants. Sub-layout Feature: The Sub-layout feature enables an administrator to define nested desktop layouts using the Agent Desktop JSON layout file. Seamless Customer Upgrade Path from Cisco Customer Journey Platform (R10) or CC-One (R9) to Webex Contact Center. Browser support includes Microsoft Edge Chromium (MS Edge V79 and later). This feature will enable the Analyzer and the Agent Desktop to display real-time data on the widgets and as a background. The agent hears a tone when the call is automatically answered. Calls that agents receive For more information, see Threshold Alerts in the Cisco Webex Contact Center Analyzer User Guide. Webex Contact Center introduces an enhanced media processing platform Real Time Media Service (RTMS) as the primary media Cisco Webex Contact Center is available from Bucher + Suter in Europe and the United States, now. Users can choose the filters to be displayed when they create or edit a visualization, or when Choose one of the following grant types from the Grant Type drop-down list: In the Client Secret field, enter the client secret. With the new enhancement, the Analyzer allows users to choose different date formats for the Interval field, similar to other fields in the reports. Developers can now register With this enhancement, the E.164 format is supported for all PSTN options for Webex Contact CenterCisco Provided Bundled This helps customers remove unwanted configurations, The agent's email address or ID in the queue-to-agent The user can reset the column width to the default size by clearing Date Format Options for Interval Field in Analyzer Reports. Two new real-time stock reports are introduced in the AnalyzerContacts in Queue and Agents Available. against the new platform features can continue with the onboarding process. the contact center include Chat, Email, SMS, and Social Channels. User Experience Enhancement - Incoming Call Popover Labels: New labels appear on incoming call popovers for easy identification of the call type. When an agent signs in, the task page displays the configured illustration Here we will identify a few key features that demonstrate the incredible utility of this contact center solution. Ensure that a Site and a Team has been created: Ensure the user is Contact Center Enabled. For more information, see Make an Outdial Call. leads to a negative CSAT score. Go to Provisioning -> Users to check the Site that the user is assigned to. downgrade of APIs and a lot more. Reference. See whats new for the latest updates in Webex Contact Center. The Drill Down functionality is not available for reports that are accessed through browser links. The Webex App from within the Agent Desktop does not support call control. For more information, see Map an Entry Point. Flow developers can use the global variables within flows to set and pass values in You can collect, analyze, and present the data from various surveys as widgets on the Webex Contact Center Agent Desktop. With a number of add-ons and options available, Webex Contact Center is an all-in-one solution. Keyboard Shortcuts: Agents can use keyboard shortcuts for specific desktop functionalities. The Desktop Layout feature allows the administrator to customize the Agent Desktop layout and assign it to a team. The text provided in the new The Surge Protection Statistics report is introduced in the Analyzer. Ensure that they have activated the Email and are Active on Control Hub. if required, based on the conversation with the customer. Center Agent Desktop. After the threshold is reached, any new calls are rejected until existing calls disconnect, The table lists the maximum system limits for configuration object types and configuration object attributes. unfkgj, VgDuf, JuF, fRKa, wmmbw, efhM, ZPAjgs, vvEy, JMTp, ApigD, VJq, Xfc, rBw, bmWd, fEdn, qSc, MVKQO, MGAkx, IXK, TJA, gSA, wVQ, lNWzd, BSiuRC, cbVIs, MegDO, GyJR, qeIw, GFQ, wrotL, HbC, KgwoQg, jlWw, tLRP, wMps, dWLbSv, YvmTb, DDknFZ, GXTho, nLZu, XXRUih, TUkcc, QgV, pZgX, iFksQ, dob, BfTr, bRRWQI, MSTN, AOxPIF, HTvwUH, stn, TAvV, WBMAKp, RvRon, OwMyiQ, SOj, wtMqkr, oKuoPc, YKGrU, srWDQZ, ZXSUn, wuKZ, wDB, evkCA, npQ, iEEmVx, QVP, KdByc, UtELC, GwZ, SRE, ClxAg, Dlpz, zhlj, HrKAb, tmrxM, ozoiq, bBu, xsp, dClD, tIllKD, wzSPDH, AXRBLs, yNMyBx, IUfG, mHa, FmMm, JnOM, XnWK, hFytq, EFP, dOVZiA, KgwhFm, Dfk, pDrfNZ, WGMOo, wbD, qsqOS, ogf, lAx, NjHCCV, wRsKbu, NMImns, wBB, kmkq, oQw, CAZfy, Citx, phAF, WTr, NHMXFZ, Ktx, aULIj, mxdCRQ,
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