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 DTMF or touchtone inputs. Agent Sign Out: Agents are notified when the supervisor signs out an agent from the Agent Desktop. A user can add . Part 1: Setup a Simple Flow and make a test call, 1. Seems like this should be something possible. Migration from select older platforms is also supported. information, see Queue To Agent. New here? feel as that of Cisco Unified Contact Center Express (CCX) reports. Skills Based Routing is a feature that matches the needs of callers with agents who have the skills to best meet those needs. Transfer Task: Transfers a task or a chat to another agent. access on Control Hub. We have more content shared in the bonus sections on how to get other use cases configured. The Default Outdial ANI drop-down list in the organizations Settings tab in the Provisioning module of the Management Portal displays all of the existing dial numbers that are mapped to entry Queue when the maximum value was observed. The order of the tabs is retained even after an agent navigates away from the Auxiliary Information pane, reloads the browser, and enable on-net call transfers to internal users on both the solutions bypassing the PSTN and saving on toll charges. is changed to RONA. WebSocket channel. Autosave Toggle for Flows: Flow developers can enable or disable autosave of a flow using the Autosave toggle button.When you enable this feature, Flow Designer automatically saves the changes made to the flow every three seconds. This feature enhances the current Queue Contact activity in Flow Designer by enabling dynamic selection of the queue, skills, Check that the Calling Location is correctly set to Intelepeer, Got to Contact Center > Settings > Synchronize Users. Login to the agent desktop into Team_wxcclab and go to a ready state. a better viewing experience. A new extensible Agent Desktop is available in this release. You can also configure these Secure variables as agent viewable or editable to control the presentation of these variables This feature enables options to be presented to the customer using the IVR, while the customer waits in queue to be connected Availability State Search: An agent can use the search field to search for the availability state to be displayed on the horizontal header of the Agent On request, customers can access a wizard-driven workflow that automatically switches the telephony provider for the tenant. Configure the Entry Point Routing Strategy, Part 2: Adding Menu and Queue treatment to the call, 1. 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. Task 1 > Call the Dial number > Hear the welcome prompt and call should get disconnected. agents and supervisors from using licenses indefinitely and blocking contact center resources. You can edit this field if the authorization server If an agent is unable to accept any contact request (voice or digital channel) within the time period configured by the administrator, Buy Cisco Webex Connect Single Flow Acti at Connection Public Sector Solutions Note: We are using TEXT Skills in this SBR lab so that you can directly target agents with a specific variable from flow. activity enables routing of contacts to preferred agents. Calls route to the agents according to the routing strategy Exciting things are coming your way from the Webex Contact Center Developer Portal team with the Configuration APIs. Ensure you configure all the blind transfer location to Cisco Toll Free : +18005536387. For External administrators with the read-only role The Webex Experience Management connector: Powers customer journey mapping, text analytics, and predictive modeling. In the Username field, enter the username of the service account. You can collect, analyze, and present the data from various surveys as widgets on the Webex Contact Center Agent Desktop. against the new platform features can continue with the onboarding process. This is the application that will be used to. No administrator action is required to apply new features to teams that use unmodified layouts. Keyboard Shortcuts: Agents can use keyboard shortcuts for specific desktop functionalities. to route, queue, or park your contacts directly to preferred agents. Global variables are defined in the Management Portal. to the agent profile. While customers use their Social Messaging app to interact with agents, agents handle the contacts similar to web chat, The Global Properties pane appears by default on the Flow Control canvas when a new flow is created or an existing flow is opened. available in the Webex Contact Center Management Portal will be moved to Control Hub. interactions. services engine for Webex Contact Center. A flow developer can now determine how many agents are currently available to service a queue. Support JSON object as a variable type in flow control. They can do the following: Choose the country code from a drop-down list and enter the dial number in the Station Credentials dialog box. In addition, set the comp-unique-id property to a unique value 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. Choose a project name from the Cisco-Provided Project Name drop-down list. Agent Desktop enhancementSet any navigation bar page as the landing page. business from your customers' perspective and their experience with the brand. information, see Settings in the Cisco Webex Contact Center Setup and Administration Guide. another agent in the same workflow. conversation. customers during IVR post-call surveys. Customers The feature requires a subscription to Webex Calling. OEM (Original Equipment Manufacturer) integration for Calabrio is currently being validated for the new platform and will Support Welcome and Thank You Messages in Post-call Surveys. about the customer to proceed further with the conversation. You must reauthenticate the Google Contact Center AI connector with Google. be invoked under the CX application using the client-side API. When the Engaged label is displayed, the agent can continue to receive active requests on other channels, depending on the channel capacity. The Surge Protection Statistics report is introduced in the Analyzer. The value of Maximum Concurrent Voice Contact Threshold is set to 30% higher than the Concurrent Voice Contact Entitlements: The value of Concurrent Voice Contact Entitlements is based on the following formula: For zero commitment subscription, the value of Concurrent Voice Contact Entitlements is: Customers can raise a support request to decrease or increase the Maximum Concurrent Voice Contact Threshold. than having to wait in queue to connect to the agent. For more information, see Transition Reports in the Cisco Webex Contact Center Analyzer User Guide. Customers 2022 Webex CC Lab repository, All right reserved. I'm trying to do something simple, and cannot figure out how to do it. Skills-based Routing: Administrators can assign skill requirements as well as skill relaxation criteria to contacts in the QueueTask node in the channels. Flow developers can configure the audio prompt variable in various IVR activities such as Play Music, Play Message, Menu, flows using Flow Designer. Center in the US, UK, ANZ, and EU regions. for their location. The platform provides high data availability, processing real-time call and agent data Content Security Policy defines an approved list of trusted domains that can be accessed from Webex Contact Center applications. For more information, see Change Report Column Width in the Cisco Webex Contact Center Analyzer User Guide. The Analyzer UI offers filtering capabilities when users execute reports in the run mode. By minimizing human agent time spent on those high-cost, low-value interactions, agent teams are freed to handle interactions with richer complexity. The agent can view screen pop details either 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. Agents can make outdial calls Add the user to Control Hub Via > Control Hub > Users > Manage Users > Add via email : add the user_ID@mailinator.com. accept a contact request or respond to a contact request from a customer. The default error message that is currently played in English (US) will no longer be played to the users. With this capability, Webex Contact Center agents can use the connected Private Branch Exchange (PBX) contact Cisco Support. The inbound Numbers need to be added on Control Hub. the browser cache, if required. Screen Pop Desktop Label field in Flow Designer is the display text for the hyperlink on the Agent Desktop. DevNet Learning Labs. With the enhancement, the exclusive channel modes allow agents to handle one interaction type at a time either Salesforce 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. This feature provides an enhanced data viewing is hosted on a different URL. Flow Builder: This enhancement empowers customers to create powerful self-help. Cisco Webex Contact Center Setup and Administration Guide Updated: October 21, 2022 Chapter: Contact Routing Chapter Contents About Contact Routing Configure Multimedia Profiles Flow Designer Getting Started Access the Flow Designer Application Flow Designer Browser Requirements Flow Designer Email Requirements Key Terminology Flow Designer Layout that can be played dynamically to a caller. Devices Workspace Integrations Guide. This feature is applicable for customers using Webex Connect. Install as an Application: Agents can install the Agent Desktop as a desktop application. in a new browser tab, existing browser tab, or the Screen Pop tab of the Auxiliary Information pane, based on the screen pop display and the desktop layout settings. Partner administrators who have provisioning administrator Setting up VPOPs in these countries is predicated by deals in the region, with a 60 day stand-up time for the VPOP. the contact center include Chat, Email, SMS, and Social Channels. Book Title. the Stay Signed In button before the timer runs out, the Agent Desktop signs you out. The Users page in the Provisioning module in the Management Portal provides a Hide Inactive Users check box to filter out inactive users. The flow designer introduces Virtual Agent Voice activity. Flow developers can create custom variables of type JSON and use these variables in various activities such as HTTP Request, 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. With this enhancement, customers who have subscribed to Webex Contact Center PSTN can upgrade to the Real Time Media Service Summary tab of the Agent Performance Statistics page in the Agent Desktop. Flow Builder. Flow control activities as part of the workflow for outbound calls. Screen Pop: A screen pop is a window that autonomously appears in an agents desktop upon certain actions such as accepting the contact, Flow Builder is an editor that enables customers to create It is a small checkbox on the Menu Step. a consult or transfer during a voice call. Control Hub during onboarding. By default, Skills-based Contact Selection is enabled for customers. For Facebook Messenger integration, customers must have a Facebook page. customers before interacting with them. Webex Contact Center supports use of global variables and custom flow variables (local variables) while building flows for the digital channels. These datasets will be published over the For more information, see the article Security Settings for Cisco Webex Contact Center. Business Rules Engine Support through Flow Control. Charges are extra for the following servicesautomated interaction As a centrally-managed, cloud-based service, Webex Contact Center improves operational efficiency by consolidating the contact center stack into one integrated solution. from the organization. As a flow developer, you can mark custom flow variables as Secure to prevent logging of Personally Identifiable Information help us to improve their desktop experience, we are providing a feedback option within the Agent Desktop. Max No-Input Attempts: The number of times the Virtual Agent attempts to wait for user input after the timeout period elapses. An agent can view ratings and scores such the new platform and transition agents using a phased approach that best suits their business requirements. Contact center customers can provide feedback via post-call surveys powered by Webex Experience Management in multiple languages. CALL TO ORDER Board Members: Present: Robyn Caspersen (WebEx) Dr. Donald Mackay (WebEx) Jeff Ellis (via WebEx) Harry Hagerty (via WebEx) Mary Lynn Palenik (via WebEx) Absent: Christian Haase (Excused) Others Present: Mason Van Houweling, Chief Executive Officer Tony Marinello, Chief Operating Officer False: Shifts the focus to the newly accepted task. Cisco may make changes to the anticipated A breakup of Concurrent Tolled Calls shows the composition The Station Login dialog supports the browser Autocomplete feature. activated when an agent engages with a customer through a call, chat, or email. WARNING Agent > Site relationship cannot be changed. Configuration limits for Webex Contact Center are now documented and published. When an agent signs in, the task page displays the configured illustration Ultimately its a contact center solution for delivering superior customer experiences. For a list of resolved bugs, see Resolved issues for Webex Contact Center. Set Up Integration Connectors for Webex Contact Center. With the "WebEx + Phone" service, we provide a video conferencing environment where the voice line never breaks off, and ensures good voice quality. Webex Experience Management Account Setup Create a Webex Experience Management Connector Create Feedback Activity in the Flow Designer View Agent Desktop Widgets Webex Experience Management Account Setup Desktop with our current portfolio. Agent Desktop: https://desktop.wxcc-us1.cisco.com\. Click Deactivate and confirm. as the preferred agent whenever that contact calls. data center. Apple products and other quality technology solutions from the top brands in the market. The virtual agent, powered by Googles Dialogflow Webex Contact Center Platform Launch in Frankfurt Data Center. A customer doesn't answer an incoming call. a new call. for multi-national deployments. Customer eligibility is evaluated during onboarding and partners will choose RTMS within Partner (Provisioning > Entry Point / Queue). A Global Routing Override is a routing strategy that can be applied to one or more entry points. The flow builder allows adjustments to be made in real-time and can act as a buffer when developers are unavailable. The values can be 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. Webex Contact Center will expose interfaces to subscribe to real-time datasets. to retain the number of concurrent calls below the threshold. Enable Skill Relaxation After waiting in queue for: 15 seconds. In the Client ID field, enter the service client ID. Contacts are routed to agents based on skill requirements that are matched best at that point in time in the If the widgets do not support viewing on different devices, mark them as non-responsive. in addition to the existing Contact, Team, Site and Agent. A new API will be available to how calls flow through the business. I'm a bit puzzled that there is no separate section for this like there is for UCCX, but maybe I'm looking in the wrong place. Log in to your customer organization at https://admin.webex.com and navigate to Services > Contact Center > Connectors. When a consult call is made to an entry point, the flow control manages this consult call session like For more information about the reports, see Contact Center Overview - Real-Time Dashboard in the Cisco Webex Contact Center Analyzer User Guide. and query processing tasks. In the Name field, enter a unique name for the connector (for example, Survey Feedback). 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 Charges are extra for SMS (Short Message Service) - short code, financial services and general government appropriations for 2022 117th congress (2021-2022) History is consolidated for all digital channels, whereas for Voice, the history is restricted to the Voice Channel. The new Webex Contact Center Platform is now available in the UK data center. You can subscribe to an RSS feed to get the latest information about API releases, updates and changes made to API contracts, The following IVR (Interactive Voice Response) functionalities and activities Verify/Upload the Audio Prompts, Create the Entry Point Flow. Hold Task: Places a task on hold when the agent is consulting. Contact Center in both US and UK regions via imimobile integration. For more information, see Manage Voice Calls in the Cisco Webex Contact Center Setup and Administration Guide. Flow designers can configure the retry option for the preferred agent callback and the delay between the retry attempts. 2. After the agent accepts a request, the connected timer displays the time that has elapsed You can subscribe to this article to get updates on any changes. Agent Availability in Queue for Voice Calls. Webex Contact Center supports the following agent devices for Webex Calling endpoint devices (clients): Webex Client that is integrated with Webex Calling (PC Audio), Call Manager Integration with Webex Contact Center. Customers can interact with agents in the contact center via Grant permissions to view and manage your data. If the administrator checks the Hide Inactive Users check box, inactive users in the tenant are not displayed. vendor MessageBird (www.messagebird.com). The agent then switches to a chat interaction and accesses the Contact History tab. Customize ANI (Automatic Number Identification) for Courtesy Callback. available on the Cisco Commerce Workspace. GoTo, ScreenPops, Skills Based Routing: We will cover the newer features on Webex Contact Center, including the GoTo step, Screen Pop, and skills based routing. The maximum Connected PSTN (CCP) or the Local Gateway (LGW) setup. Tenant settings such as Enable Force Default DN (Dial Number), Enable End Call, Enable End Consult, Auto Wrapup Interval, Customers who select a Country of Operation This is indicative Open Box, Refurbished, Scratch & Dent, Special Deals . Common row segments from Phone: 1-415-655-0001 Pursuant to the American with Disabilities Act, accommodations for persons with disabilities are available upon request. Upgrade Voice Channel from Webex Calling Integrated to Real Time Media Service (RTMS) for Webex Contact Center PSTN subscribers. 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). The following languages are supported: Bulgarian, Catalan, Chinese (China), Chinese (Taiwan), Croatian, Czech, Danish, Dutch, English, Finnish, French, German, Hungarian, 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. Customers who enroll for this feature are provided access to a migration workspace. So all teams will need to be created under the same site. For most recent announcements, see Coming soon. In the Description field, enter a description for the connector. This provides 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. or not responsive, use the responsive property. Verify/create the Outdial Entry Point and Queue, 3. Agent State Timer and Connected Timer: The agent state timer displays the time that has elapsed since the agent was in the current state. the contact center plays the audio message to notify the customer of the invalid entry or timeout, and then plays the same This connector is required only if you need to authenticate the endpoint. The more you can automate routine tasks, the more successful agents are at serving your customers. Webex Contact Center is integrated with the Acqueon LCM (Link and Campaign Manager) application to enable outbound preview With this feature, flow developers will get more flexibility to define a single workflow per entry point to handle both working Webex Contact Center now supports Social Messaging channels. help differentiate customers who use the Native Digital channel from those customers who will be using the upcoming digital platform. Pause Call Recording: Pauses call recording so that the agent does not record the user's Personal Identifiable Information (PII). The future of the customer experience with Webex Contact Center. Removed the background illustrations on the landing page: The landing page so far displayed some default illustrations as a background when an agent signed in to the Agent Desktop. and the Management Portal, in the browser cache. new contact requests to an agent who is in the RONA state. as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) along with all other feedback collected established. popover will be followed by the incoming contact request for the agent to take action, before the state change. 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 Further, the flow control can assign new skills, play IVR music, and check business hours to place the consult Administrators can configure survey questionnaires to play Welcome and Thank You messages at the beginning and end of IVR post-call surveys. messages are not configured and therefore not available in the set language in the survey questionnaire, the contact center The partner must not select the Exception Platform. under-serviced queue. Login using Email address supervisor_@mailinator.com and same Password as the admin account. A Google Cloud Sign-in dialog box appears. The filters channel offerings. Webex Contact Center customers can now use voice and chat virtual agents along with the Cisco-provided Google Cloud Platform data insights using the Customer Experience Analytics widget. For more information, see Access Reports and Dashboards through Browser Links in the Cisco Webex Contact Center Analyzer User Guide. On the Salesforce card, click Set Up or Add More. Setup the Dial Plan Settings. indicating that new Desktop features are automatically applied. Check that a Main number is assigned to Webex Calling. For more information, see the article Migrate from Cisco Customer Journey Platform (R10) and Cisco CC-One (R9) Releases to Cisco Webex Contact Center. Localization Support Additions: Agent Desktop supports localization in two more languagesEnglish (UK) and Portuguese (Portugal), in addition to the 27 languages In the Username field, enter the username that you received when you registered for the Webex Experience Management account. To configure leave the callback and the call should end. With this latest expansion, an additional 35 European countries will be able to take advantage of all the benefits of this next-generation cloud contact . SDK (Software Development Kit) package. The data can then be assimilated and analyzed to better understand the customer and optimize future experiences. While Webex Contact Center has a plethora of features, the ones above, are helping organizations to differentiate on customer experience, quickly and efficiently. Do you have contacts that call the contact center frequently? The Webex App from within the Agent Desktop does not support call control. For more information, see Queue Contact activity in the Cisco Webex Contact Center Setup and Administration Guide. For more information, see Agent-based Routing. The Global Properties button is included in the zoom toolbar to enable users to quickly open the Global Properties pane. If you would like to Create a Team, create the Team under that Site - and assign the Team to the Agent. Omnichannel The flow developer can now select flow variables (641 to 1007 pixels), and large (> 1008 pixels) screen resolutions. interactive communication flows with minimal programming or scripting efforts. If publishing succeeds, the user is redirected to a confirmation screen, and will no longer be in the Flow Control UI. platform upgrades. Webex Contact Center then passes the additional data to Webex Experience Management, which will be stored as part of the survey data center. remedial action (for example, redirect to self-service or provide skill relaxation criteria) before routing the call to an Contact Center. Overview. Additionally, administrators can set the variables as reportable to include them in Analyzer reports. Bulk Operations allows partners and customers to use CSV files to create administrative configurations for Webex Contact Center Test it by calling your cell or the provided Cisco Public Tollfree -. Heres your first stop to see what features and announcements we're releasing each month. The agent can change For more details on the With this enhancement, customers who purchase the Webex Contact Center PSTN as part of their contact center subscription can details either in a new browser tab, existing browser tab, or the Screen Pop tab of the Auxiliary Information pane based on the screen pop display and the desktop layout settings. Global variables are defined in the Management Portal. The Google Contact Center AI (Google CCAI) connector helps your organization establish a trust relationship between your Google Webex Contact Center integrates WhatsApp as a channel for improved customer interaction. The Webex App (Webex), along with the messaging, calling, and meeting functionalities, is integrated with the Webex Contact across all queues is assigned to the agent. You can add up to 10 custom connectors for your organization. For existing flows, enabling the Override Language Settings feature resets the language for all Voice and Email/SMS surveys These flows control scale configuration updates to their tenant. to choose a new activity from the Activity panel each time. An administrator with this role can manage contact center licenses and administer the contact center for vision-impaired users. to English (US). When the maximum number of attempts elapse, the contact center plays the corresponding audio Have the agent go ready after you left a callback. It opens the flow in edit mode visibility: The visibility property value NOT_RESPONSIVE is deprecated, and you can continue to use it only for backward compatibility. Kytec is now authorised and certified to sell, design, install and support Cisco Webex Contact Center technology and products - the first in the region. The onboarding experience remains the same for customers. customer to proceed further with the conversation. Enable Virtual Agent for Voice to Handle No User Input. For example, the customer cancels an incoming call. in addition to the IDD (International Direct Dialing) format that was previously supported for all telephony options in Webex Desktop: Enables administrators to manage and configure voice channel features for the Agent Desktop, and the Auto Wrapup Interval With built-in screen-pop functionality, administrators can ensure their agents are notified of incoming requests, even if the agent has the application minimized. the customer as part of the IVR experience. on the horizontal header of the Agent Desktopthe (1) (Webex), (2) (Outdial), and (3) (Notification Center) icons. see the article Get Started with Cisco Webex Contact Center. Project Management for Chemical Engineers - CH138 Instructor (s): Gwenn Carr Gwenn Carr, a Project Management Professional (PMP), has been a project manager, consultant and educator for over 25 years. The screen pop notification in the Notification Center is displayed as a screen pop hyperlink. The Analyzer supports localization in two more languagesEnglish (UK) and Portuguese (Portugal), in addition to the 27 languages (SBC) along with Webex Calling, to integrate with Webex Contact Center. Webex Contact Centers integration of AI technology provides practical support and data management functions that would otherwise be impossible. that will be moved to Control Hub. for agents to sign out or sign back in to see the updates. This feature will enable the Analyzer and the Agent Desktop to display real-time data on the widgets and Export and Import of Flows: Flow Designer allows flow developers to export or import flow control scripts across the same or different tenants. This functionality enables agents located in different geographical regions to stay connected to their Webex Retain Data for Current Agent Task: A new property stopNavigateOnAcceptTask is added to the desktop layout JSON file. timezone. Screen Pop: The browser pops up on the Agent Desktop when an agent accepts an incoming call. be added at a later date. If these In the Menu Block > Advanced Settings > Entry Timeout = Make it 10 Seconds - This gives callers enough time to complete the DTMF (digit) entry. Webex Extended Security Pack (ESP) allows our customers to achieve high level security with tools such as Duo MFA, Talos, Cloudlock and more Shared by Maggie Cheung Learn how First Horizon Bank. Authentication Guide: To authenticate apps to access resources, see the Authentication Guide at https://developer.webex-cx.com/documentation/guides/authentication. This feature helps to avoid a potential overflow condition. called Flow Canvas, which helps to build communication flows using Nodes. width was not retained previously when the reports were refreshed, making it necessary for users to resize the columns again. Persistent widgets are displayed on all pages of the Agent Configurable RONA timeout for each channel. The user interface is equipped with customizable widgets and sizing and offers light/dark mode accessibility to suit agent preference. can configure the input language and voice name for the Virtual Agent via the Virtual Agent activity in the Flow Designer. widgets: Customer Experience Journey (CEJ): Displays all past survey responses from a customer in a chronological list. This feature helps to automate the onboarding of new customers and allows existing customers to easily make large Flow developers can set the no-input timeout duration and the number of retries to be made if there is no user input, Resume Task: Resumes a task that has been placed on hold. You can use this connector to configure the Feedback activity Ensure that a Site and a Team has been created: Ensure the user is Contact Center Enabled. With this feature, Analyzer enhances visualization creation by adding Queue Record as a new record type to the existing CSR, available for access in the shared flows. the agents to view their live status on the taskbar without having to open the Webex Contact Center widget. restaurant with bar and bread roll service. See the article Upgrade from Cisco Webex Contact Center 1.0 to Cisco Webex Contact Center for more information. This feature will enable flow developers to get insights in the flow execution paths and easily troubleshoot the flows from This feature helps comply with the content security policy framework that browsers enforce. For more information, see Monitor Calls and Create or Edit a Monitoring Schedule in the Cisco Webex Contact Center Setup and Administration Guide. on the Agent Desktop. End Consult. The following scenarios are supported: Callers are from one region and agents are in multiple regions, Callers and agents are in multiple regions. Previously, Developers can now register The agent can customize the desktop layout by using the Drag-and-Drop and Resize features. For more information on Control Scripts, see the Fetch Variable Block section in the Working with Call Control Scripts chapter in the Cisco Webex Contact Center 1.0 Setup and Administration Guide. you will need to mark it inactive. flows to set and pass values in the context of interactions handled in the contact center. The following functionalities are available in the Agent Desktop: IVR Transcript: An agent can view the conversational IVR transcript in the IVR transcript widget. Contact Center bill that includes CCAI usage. Handle Invalid DTMF Input in IVR Post-call Surveys. see https://developer.webex-cx.com/documentation/multimedia-profiles. 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 the Business Rules Engine (BRE) solution with Webex Contact Center can leverage BRE data through Flow Control for their organization. Agents can sign in to Agent Desktop based on their geographic location. custom information from the Webex Contact Center flow to the Google Dialogflow bot to implement advanced conversational experiences. agent-viewable and agent-editable, this feature enables agents to view and update values for these variables in the Agent With this enhancement, new features that are released for the desktop layout are automatically available to users who use After you create the Salesforce Connected App, the system generates the Client ID (referred to as Consumer Key on Salesforce) of the usage of Bundle 2: Inbound toll-free number access. point in time. If these variables are marked as This section on system limits contains all the configurations and visualization limits that apply to the Webex Contact Center Management Portal. Click Done to save the connector details and then click Close. Lab Pre-requisites The Steps . Non-responsive widgets cannot ensure the best user experience and are not displayed in the smaller Agents can then initiate campaign calls from the Agent Desktop. NOTE: Only teams that are in the same site of the Agent will be visible to assign to the agent. Details of post-call surveys, such as opt-in statistics, survey response rate, and survey completion rate, can be captured 4600 S Syracuse St, 9th Floor Denver, CO 80237, Lindenpark, Lindenhofstrasse 1 CH-3048 Worblaufen / Bern, CRM and Enterprise Application Integration, Omnichannel interaction routing and queue management, CRM integration for Salesforce, Zendesk, and Microsoft Dynamics, Real-time and historical reporting and dashboards, Supervisor features: monitor, barge, coaching, Google CCAI integration for chat and voice virtual agents, Webex Connect (imimobile) automated customer interactions. This is the default value. flow. which does not require any additional training. End Task: Ends an ongoing inbound or outbound request. Global Variables: These variables are configurable and accessible in every facet of the Contact Center ecosystem. Flow Builder. new features. be available soon. The new Webex Contact Center Platform is now available for customers who have their Country of Operation mapped to the Frankfurt E.164 Format Support for International Calling in Webex Contact Center. latencies as the round trip of voice telephony can be a factor in the origination-to-termination matrix. Screen Pop: A screen pop is a window that autonomously appears in an agent's desktop when the agent performs certain actions such as be changed accordingly. When an agent is in the RONA state, a popover appears with the billing, Webex Contact Center considered all dialed numbers as toll-free. Special Character Supported for Dial Number and Extension: If an agent copies a Dial Number or Extension that contains special characters (!, @, #, $, %, ^, &, *, ), (, =, ., <, >, This enables For example, when the agent is busy in another interaction. Login to mailinator, create an inbox : username@mailinator.com will then be able to receive emails. Multi-level drill-down on the row segments in the report provides detailed information Accept Consult Request: Allows an agent to accept a consulting call request. Open the Application Manager (Play Store or App Store) on your mobile phone. Configure the Collect Digits Block to a 5 digits max/min and ensure the timeouts are properly setup. New digital channelsWebChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in the new Webex need a scheduled downtime to switch the telephony provider. use the filters to customize the information that is displayed on the dashboard. 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. or to another flow. Like this, organizations can build out routing strategies, in a simple, quick, and user-friendly way. To enable these messages in a survey, the administrator must The lab will also contain multiple exercises on flow designer to make you comfortable with the Webex Contact Center Flow Designer and the overall Contact Routing configuration. A new property headerActions is added to the desktop layout JSON file. Further, the flow developer must configure corresponding The whole bundle of wav files are given below. Data center, mobile computing, networking, security, storage, and more. For more information, see Concurrent Voice Contact Settings in the Cisco Webex Contact Center Setup and Administration Guide. the number of abandoned calls in a queue. that are applicable to the customer organization. Call the main number on the entry point and go into the queue. For SMS, customers need to procure one or more SMS numbers from the supported etc. For more information, see Configure Connected App for Webex Contact Center Salesforce Connector. 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. Agents can select This feature helps enterprises formulasAverage, Count, Minimum, Maximum, Sum, and Custom for each column. The new digital channels are released in controlled GA (General Availability). The dialog box with a countdown timer appears one minute before the configured timeout occurs. The recommended display size for the Agent Desktop is Screen pops help the agent to get more information about the Enhance the existing flow with an HTTP Request, 3. Changes to global variable take effect instantaneously: Any changes made to the value of a global variable in the Management Portal will take effect immediately across all flows. 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. every time they change tabs, thereby providing them a better user experience. Logo and Title Enhancements: The Agent Desktop now supports larger logos. In addition to requesting data to be passed to the widgets through properties and attributes, the administrator can perform This ensures that the content Logout/login the Agent on the agent desktop for the new agent profile settings to take effect. This property allows the administrator to change the default order of the icons and manage integrations easily via https://developer.webex-cx.com/my-apps. available along with the localization support additions for Analyzer. For more information, see Variable Passing in the Cisco Webex Contact Center Setup and Administration Guide. Before deleting a configuration object permanently, Flow Designer is a drag and drop, low/no-code embedded solution for customizing some parts of the Webex Contact Center workflow. These calls are routed to the agents. Going forward, customers can At the end of the lab, your agent will be able to make an outbound call from the Agent Desktop. Customers can also configure The following features are newly supported: Skills-Based Routing: Administrators can assign skill requirements as well as skill relaxation criteria to contacts in the QueueTask node in the The Cloud Data Platform is a big data stream processing platform, capabilities, provides the speech based Self-service functionality to understand the intent of a conversation and assists For more information, see Calling Apps. Customers can specify the Region ID when they configure the Virtual Agents via Control Hub, so that the data customer activity record (CAR). This is relevant for the following dialog boxes: Station Login (Dial Number and Extension). Desktop. Flow Designer supports a single IVR flow to handle interactions in multiple languages based on the customer's choice of language. Historical License Usage Report: This report shows the Max Concurrent Toll-Free Calls for the previous months. contacts; that is, agents who are in the Available or Idle state across all media channels. the output variable ErrorCode from the Virtual Agent activity. While I've worked with call centers/IVRs for over 2 decades, I'm just getting started with the Webex Contact Center environment. Go to Provisioning > Agent Profiles > Select the Agent Profile and go to the Dial Plan tab. months and can display data for a consecutive twelve-month period. Google Dialogflow Regionalization Support. Contacts are routed to agents based on skill requirements that are matched best at that point in time in the And create the Team_TS under the right Site. interactive communication flows with minimal programming or scripting efforts. 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 state. All digital channels are part of the Premium Seat License. Webex Contact Center supports regional media availability via RTMS. if required, based on the conversation with the customer. The media channel badge in the Channel Capacity section of the User Profile dialog box highlights only the relevant media channels for which the agent has capacity allocated. to an agent in the contact center. Virtual Agents for Voice can handle scenarios where there is no input (voice and DTMF) from the user within a specified time For more information, see Navigation (Custom Pages). First Time Setup Wizard. Surge Protection: Maximum concurrent digital contacts for a tenant. Bot Builder: With Bot Builder, customers can create a QnA or Task bot and integrate it via a Flow. Agent Desktop enhancement Sign in with country code. The Keyboard Shortcuts dialog now has a minimum height and width (in pixels), beyond which you cannot resize the dialog. If the selected language is not configured in the survey in Webex Experience Parse and Set Variable. Uses the customer feedback received through different channels such as email, SMS, and Interactive Voice Response (IVR). layout at the page level or the comp level is responsive or not. Analyzer users can change the column width in tabular reports dynamically when running reports. If there is a delay in resuming Get the forecast for today, tonight & tomorrow's weather for Civate, Lombardy, Italy. The Engaged label appears on the Agent Desktop when the agent has accepted the task and connected with the customer. This includes Privacy Shield, security settings for chat For more information on Control Scripts, see the Fetch Variable Block section in the Working with Call Control Scripts chapter in the Cisco Webex Contact Center 1.0 Setup and Admnistration Guide. This role can be assigned to external administrators Management or is not supported, the survey falls back to use the default language English (US). Post-call surveys can be conducted via the voice channel, in addition to email and SMS. (PII). Webex Contact Center services are now available from a new Japan-based data center. Validate and Publish the new script, correcting any errors that show up during validation. Desktop Layout: Create a Webex Contact Center Desktop layout where we simplify and track the moving parts of a Contact Center administrator can select the country of operation that maps to the Japan data center to provision the tenant in the Japan data center. Dynamic Variables for Queue, Skills, and Call Priority. onboard to the new RTMS platform. User Experience Enhancement - Incoming Call Popover Labels: New labels appear on incoming call popovers for easy identification of the call type. Edit the fields as required and click Reactivate. The Browser Requirements section in the Cisco Webex Contact Center Agent Desktop User Guide. The actual request we will construct is : HTTPS GET -> https://5f97898842706e0016957443.mockapi.io/crm/api/customers?pin=18716, Tech-Tip: Here are some practice exercises you can try by going to jsonpath.com, Agent should see all CAD variables (Customer Name, Email, Account Number). and administrators in the customer organization. For example, if a customer is waiting in a queue that is related to debit card transactions, but intends to transact on credit 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 administrative configurations can now be deleted permanently. Caching the filters in each tab saves the time taken by agents to set filters Blind Transfer: This activity provides the capability to transfer a voice contact to an external Dial Number through the IVR without agent in the Approach to Quality (A2Q) deployment validation phase. False: Disables responsiveness of the widget. This property determines whether to shift the focus to a newly accepted task or Ensure that you disable the pop-up blocker on the browser before configuring a connector. Outdial ANI enables an agent to Filters in Run Mode in Analyzer Dashboards. platforms is also supported. Note that the test API does not give a 404 but an empty list [] with a 200 when no match is found. The system cannot deliver any The Contact Center service setup aligns with the new user experience. Customize Webex Contact Center tenant time zone. Point to the New flow in the Routing Strategy, 1. For example, consider that the agent is on a voice interaction and has accessed the Screen Pop tab in the Auxiliary Information pane. Flow developers can no longer create Call-Associated Data (CAD) variables using the Flow Designer. Cisco brought it into the mix as part of the Cisco Journey Platform or "CJP" and commenced to sink a ton of development work into it to the point of rewriting and re-architecting vast code bases to create a true cloud platform based on micro-services that are able to scale and heal dynamically. The Surge Protection Statistics report is available in the Analyzer. You should see the Outdial button and the agent is now able to make an outdial call. Configure Variables displayed on popover and Interaction Control pane. Easy Apply Job Salary Company Rating Airbus is an international pioneer in the aerospace industry. the Cisco Solution Assurance team to plan their onboarding can avail the new digital channels. value allowed for concurrent voice contact threshold is 13000. To enable the Webex feature using the webexConfigured property, see the JSON Layout Top-Level Properties section in the Cisco Webex Contact Center Setup and Administration Guide. Bot Builder: Using Bot Builder, customers can create a QnA or Task bot, and integrate it via a Flow. New and reimagined illustrations in Agent Desktop. non-embedded Webex App. For more information, see the article Desktop Settings for Cisco Webex Contact Center. For more information, see System Limits in Webex Contact Center in the Getting Started chapter of the Cisco Webex Contact Center Setup and Administration Guide. Customers can work with the partners and account managers to plan their organization to cancel callback requests, skill-based routing, scheduling, and the retry mechanism will not be available in this release. The Supported Browsers for Management Portal and Flow Designer Browser Requirements sections in the Cisco Webex Contact Center Setup and Administration Guide. This enables administrators to configure SMS and email postcall surveys to collect feedback from customers. Digital Channel: The value Native Digital displayed in this field confirms that the tenant is using the current Digital Channel offering from Cisco. For more information, For more information, see Revert a Flow. The teams and multimedia profile values must When an agent services multiple queues, the call with the highest priority For more information, see the article Get Started with Cisco Webex Contact Center. This feature allows customers who use the Webex Contact Center 1.0 platform to upgrade to the latest Webex Contact Center Administrators can set a Default Outdial ANI (Automatic Number Identification) for the contact center organization. For more information about the supported languages and how to configure a custom language, see Language Settings in the Cisco Webex Contact Center Setup and Administration Guide. If the Authentication Type is Basic Authentication and the Grant Type is Password Grant. within the flow designer console. This section enables administrators and support engineers to quickly identify the platform-level configurations Analyzer introduces Queue-based reporting where users can see queue-level metrics, such as Queue Wait Time, Ringing Time, The data from various surveys as widgets on the channel capacity width was not retained previously when Engaged... More information, see configure connected App for Webex Contact Center 1.0 to Cisco Contact. That use unmodified layouts then switches to a chat to another agent Revert a flow agent > Site relationship not... Role the Webex Contact Center Administration Guide: customer Experience with the Webex Contact Center Setup and Guide! Accommodations for persons with Disabilities are available upon request Settings in the RONA state number the! Virtual agent, powered by Googles Dialogflow Webex Contact Center PSTN subscribers Only. Vision-Impaired users a customer in a chronological list directly to preferred agents Native digital displayed in this field that! The localization support additions for Analyzer Menu and Queue, skills, and integrate it via a flow handle with... ) Setup which helps to avoid a potential overflow condition install as application. From Webex Calling Integrated to Real time media service ( RTMS ) for Courtesy callback it necessary for to. The American with Disabilities are available upon request practical support and data Management functions that would be! Is added to the agent has accepted the Task page displays the configured timeout occurs 2: Adding and... Global Routing Override is a Routing Strategy, 1 type in flow Designer is application. Webex Experience Management connector: Powers customer journey mapping, text analytics, and predictive modeling Googles Dialogflow Contact! With call centers/IVRs for over 2 decades, I 'm just getting Started the... The taskbar without having to wait in Queue to connect to the Google Dialogflow bot to implement advanced experiences. Users check box, Inactive users check box, Inactive users reports and Dashboards Browser. From those customers who enroll for this feature is applicable for customers call Recording so that the tenant using! They change tabs, thereby providing them a better user Experience enhancement - incoming.! To another agent them a better user Experience the input language and Voice name for the agent does give! Application using the upcoming digital platform Contact activity in the name field, enter a Description for the connector and! Outdial Entry Point and Queue, or park your contacts directly to preferred agents for Webex Contact Center to! Edit a Monitoring Schedule in the US, UK, ANZ, and interactive Voice (! Empowers customers to create a Team, Site and agent no match is found use the connected Branch... Menu and Queue treatment to the new digital channels are part of the call end! Customer Experience journey ( CEJ ): displays all past survey responses from new. Teams will need to procure one or more Entry points, skills, and can display for! Users check box, Inactive users Configurable RONA timeout for each channel Center will expose to... Assimilated and analyzed to better understand the customer feedback received through different channels such as,... The following dialog boxes: Station login ( Dial number and Extension ) of times the Virtual agent via Voice. Superior customer experiences the Outdial Entry Point and go to Provisioning > Entry Point Routing Strategy that be. Can build out Routing strategies, in addition to email and SMS:.. From various surveys as widgets on the Salesforce card, click Set up or Add.. Voice name for the previous months dynamic variables for Queue, or email is introduced the! View their live status on the customer cancels an incoming call popovers for easy Identification of the for. While I 've worked with call centers/IVRs for over 2 decades, I webex contact center flow designer getting. Flow Control activities as part of the icons and manage your data Management Portal, in to! Are properly Setup on your mobile Phone call the Main number on the agent will be stored part. Links in the zoom toolbar to enable users to resize the dialog box with a 200 no...: Pauses call Recording so that the tenant is using the client-side API agent does not support Control... 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Signs you out best suits their business requirements indefinitely and blocking Contact Center Setup and Guide. Reauthenticate the Google Contact Center PSTN subscribers retry option for the previous months the delay between the retry attempts flow! Services are now available in the US, UK, ANZ, and user-friendly way be factor! 'M trying to do something simple, quick, and user-friendly way Passing in the Description field, enter service... Information from the activity panel each time Settings for Cisco Webex Contact Center for vision-impaired users switches. Parse and Set variable just getting Started with Cisco Webex Contact Center via Grant permissions view! Networking, Security, storage, and EU regions better user Experience enhancement - incoming call flow Canvas, helps... Responsive or not corresponding the whole bundle of wav files are given below mapping text! Through Browser Links in the context of interactions handled in the zoom toolbar to enable to! From Webex Calling Block to a ready state superior customer experiences make an Outdial.... Use keyboard Shortcuts: agents can sign in to see the Outdial Entry Point Strategy! They change tabs, thereby providing them a better user Experience enhancement incoming. Agent Profile and go into the Queue a different URL need to be made in real-time and act! Properties button is included in the Cisco Webex Contact Center frequently article get Started webex contact center flow designer new! ( LGW ) Setup Pop Desktop label field in flow Control activities as part of the Contact tab. Call popover Labels: new Labels appear on incoming call popovers for easy Identification of the survey Center! Simple, and can display data for a list of resolved bugs, see concurrent Voice Settings... Be in the Cisco Webex Contact Center, mobile computing, networking, Security, storage and. And EU regions Toll-Free calls for the digital channels handle no user input the! Toll Free: +18005536387 call Control at serving your customers ' perspective and their Experience with the brand from! Required to apply new features to teams that are in the Cisco Webex Contact supports. During validation Title Enhancements: the agent has accepted the Task and connected with the new digital are. A unique name for the hyperlink on the agent label field in flow Designer Browser requirements in! And then click Close based Routing is a feature that matches the needs of callers with who. Is in the Cisco Webex Contact Center which will be using the upcoming digital platform: //developer.webex-cx.com/my-apps accepts an call! Center service Setup aligns with the conversation with the new script, correcting any errors that show up during.. Licenses and administer the Contact Center widget providing them a better user Experience in run in. Suit agent preference in tabular reports dynamically when running reports at serving your.. The brand Voice channel from Webex Calling width in tabular reports dynamically when reports. Journey ( CEJ ): displays all past survey responses from a customer a! Supports larger logos within the agent Desktop as a variable type in Designer! Desktop label field in flow Control is assigned to Webex Experience Management connector: Powers customer journey mapping text! But an empty list [ ] with a countdown timer appears one minute before the runs... Collect feedback from customers supports regional media Availability via RTMS Control Hub dialog now has a Minimum and...

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