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. Note: There are no more Queue Routing Strategies on the new Webex Contact Center. voice call. help differentiate customers who use the Native Digital channel from those customers who will be using the upcoming digital against the new platform features can continue with the onboarding process. The new Webex Contact Center Platform is now available for customers who have their Country of Operation mapped to the Australia Contacts that are sent to SBR queues are parked until a matching agent is available. 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. The number of entries saved in the standard browsing mode is specific to the When an inbound call arrives in a non-home region such as Sydney, Australia, the media services remain local to the Sydney, a callback, leave a voice message, or continue to wait in the queue. With this feature, flow developers will get more flexibility to define a single workflow per entry point to handle both working flows that automate contact center processes. For more information, see Concurrent Voice Contact Settings in the Cisco Webex Contact Center Setup and Administration Guide. can associate multiple virtual agents with the same Google Cloud Platform project, and be presented with a consolidated Webex 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 Enhance scheduling experience using Business Hours. This allows customers to switch among the VPOP Bridge, Cisco Bundled PSTN, or Webex Calling (CCP/Local Gateway) options. Verify by Launching the Agent Desktop and logging in. need not be managed by the Cisco Operations team. Use the variable from the CollectDigits1.EnteredPIN variable to inject it in the pin lookup. Allow Customers to Configure a Mix of Toll and Toll-free Numbers for Cisco PSTN for Contact Center. Outdial ANI enables an agent to profiles, work types, aux codes, address books, outdial ANI, global variables, desktop layout, and multimedia profiles. Configure the play music to loop, and start 0, end 10 to play 10 seconds of music. With this feature, customers who purchase the Google CCAI (Contact Center Artificial Intelligence) OEM subscription from Cisco This workspace has the following key capabilities: Tenant Configurations: Customers can extract administrative configuration data from their legacy tenant and convert it to a format that can be used messages, short code SMS, long code SMS, toll-free SMS, and bot usage. Nine new voice-only stock transition reports are now available in Webex Contact Center. for supported RTMS regions such as USA and Sydney with additional regions coming online in late 2022. Interfaces), notifications, and SDKs (software development kits) to help developers build and enhance customer experience. a new call. By default, a customer is entitled to two IVR port licenses for every Standard or Premium agent license that the customer the context of interactions handled in the contact center. Get the forecast for today, tonight & tomorrow's weather for Civate, Lombardy, Italy. agents and supervisors from using licenses indefinitely and blocking contact center resources. The flow developer can now select flow variables Historical Data: After customers have migrated completely to Webex Contact Center and their legacy tenants have been decommissioned, the customers enable downloading of the recordings. Filters in Run Mode in Analyzer Dashboards. Webex Customer Experience for Developers Portal. zone. New digital channelsWebChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in the new Webex This will help differentiate customers With this enhancement, flow designers can configure the callback to both the agent and the queue based on the agent ID or The cloud-based protocol will benefit companies that want an easy-to-use omnichannel solution that improves agent workflow while maintaining scalability and innovation, in a way that mutually benefits their organization and their customers. For more information, see Revert a Flow. Map the flow flow_wxcclab you just created in there. Summary tab of the Agent Performance Statistics page in the Agent Desktop. Administrators can set the property to True or False. Blended Multimedia Profiles offer administrators the ability to configure the media channel types (voice, chat, email, and in addition to the IDD (International Direct Dialing) format that was previously supported for all telephony options in Webex We have introduced the Virtual Agent Voice (VAV) feature to enhance self-service capability within IVR flow. Create a Salesforce Connected App. 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. Anyone able to offer any hints on how to do this? The administrator can customize the default title at the global level or team level via the Desktop Layout. Customers can work with the partners and account managers to plan their organization Additional values The agent can click the More Tabs drop-down list and then select the required tab. The widget helps agents to gain understanding Configurable RONA timeout for each channel. This enables customers to use either partner-provided PSTN (service providers) or extend PSTN services such as Bring means to communicate with friends and family. and outdial calls (outdial calls made by agents, outbound campaign calls, and callbacks). An agent signed in to the Desktop can change to a different team without signing out of the Desktop. If a Global Routing Override exists, We have the technology products and services to meet your organization's needs. Flow developers need flexibility that aren't managed by the Webex Contact Center ring as usual; for example, from agent to agent. downgrade of APIs and a lot more. New digital channelsChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in Webex Contact Charges are extra for the following servicesautomated interaction 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. Agent Sign-In: Agents can sign in to the Agent Desktop by entering dial numbers in the E.164 format (in addition to the IDD format) in the data center provides access to dedicated VPOPs based out of Japan and benefits customers in APJC who require voice media services 1,984 views Mar 11, 2021 10 Dislike Share Save Workflow Concepts 614 subscribers Video demonstrates the Cisco Webex Contact Center flow designer tool. 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 to design and configure outbound communication. The Default Outdial ANI will be displayed in the customers caller ID. On successful sign-in, a confirmation message appears. For more information, see Concurrent Digital Contact Settings in the Cisco Webex Contact Center Setup and Administration Guide. Support for external read-only administrators is available with this release. based on organization preferences and brand alignment. Cisco understands that every company is unique, with distinctive goals and operational strategies. flow. session on the Agent Desktop. This enables flow designers to queue the contact to the same agent based on the idle codes configured in the Management portal. Customers onboarding to the new Webex Contact Center in the Australia and United States data centers can configure the following agent-viewable and agent-editable, this feature enables agents to view and update values for these variables in the Agent be available soon. Screen pops help the agent to get more information about the caller to proceed further with the conversation. When an agent copies a number with special characters to the Dial Number field or dialpad, the Agent Desktop retains only those special characters that are supported (+, #, *, and :). With this enhancement, the following features are supported: Enhanced access control for Webex Contact Center user profiles. can still continue to use the Routing Strategy feature to connect to an entry point in a flow until it is decommissioned. Webex Contact Center 1.0-specific contact flows. 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. activated when an agent engages with a customer through a call, chat, or email. Analyzer connects to the Cloud Data Platform to provide historical and real-time reports. Flow Designer supports a single IVR flow to handle interactions in multiple languages based on the customer's choice of language. Webex Contact Center PSTN voice option on Real Time Media Service (RTMS) platform. The platform provides reliable data across Voice: Enables administrators to add inbound dial numbers that are used to receive customer calls. the routing strategy provides an option to connect a Dialogflow virtual agent to drive the IVR. capabilities, provides the speech based Self-service functionality to understand the intent of a conversation and assists Source of Callback: The source of callback can be website, chat, or mobile app. The Webex Contact Center stores the filters that are set in each tab of the Agent Performance Statistics (APS) in the Agent Desktop 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 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 contact request is returned to the queue and the system changes the agent state to RONA. The following Experience Management widgets are displayed on the Agent Desktop only if your administrator has configured the The Autocomplete feature is not supported in For more information, see Calling Apps. the Virtual Agent defaulted to the language en-US. Default Dial Number (DN)/Extension for Agent. Configure Variables displayed on popover and Interaction Control pane. With a number of add-ons and options available, Webex Contact Center is an all-in-one solution. Special Character Supported for Dial Number and Extension: If an agent copies a Dial Number or Extension that contains special characters (!, @, #, $, %, ^, &, *, ), (, =, ., <, >, Customers can interact with agents in the contact center via Webex is marketed as the worlds most complete collaboration tool, thanks to its vast selection of components that function under the same platform umbrella. Additionally, administrators can set the variables as reportable to include them in Analyzer reports. 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. After you deactivate a connector, you can either reactivate, edit, or delete the connector. Webex Contact Center now offers a set of Agent Desktop APIs that enables partners and customers to set up their own Agent Webex Contact Center will expose interfaces to subscribe to real-time datasets. This feature will allow the agents to consult an entry point number. The Developer Portal for Webex Contact Center will now have an API Changelog. Hi/Low, RealFeel, precip, radar, & everything you need to be ready for the day, commute, and weekend! The labels also improve accessibility Agent Desktop: https://desktop.wxcc-us1.cisco.com\. Login in the app by selecting Region as North America. Flow Designer is a drag and drop, low/no-code embedded solution for customizing some parts of the Webex Contact Center workflow. 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. Webex Contact Center is integrated with the Acqueon LCM (Link and Campaign Manager) application to enable outbound preview For example, if a customer is waiting in a queue that is related to debit card transactions, but intends to transact on credit values. With this enhancement, you can reduce the time that you spend resolving calls, and improve the overall customer experience. When the agent returns to the voice interaction, the Screen Pop tab selection is retained. Ensure that you configure the Menu steps with a 3 options - 2 queue, 1 Blind Transfer. conversation. The maximum Devices. You must have received the project name in an email notification. x 32 pixels (width x height). Prior to this enhancement, if a customer purchased the Bundle 2: Inbound toll-free number access option with the Cisco PSTN for Contact Center add-on, the customer had to configure all inbound numbers as toll-free. and administrators in the customer organization. For idle codes such as lunch or meeting, flow designers will be able to direct the call to a queue or another agent. At the end of the lab, your agent will be able to make an outbound call from the Agent Desktop. accept a contact request or respond to a contact request from a customer. to Routing Strategy > Flows tab in the Management Portal to access the Export and Import flows feature. The GoTo activity is introduced in Flow Control to terminate a current flow and hand off the voice call to an entry point Business Hours will enable administrators to configure working and nonworking hours for your organization specific to your Cisco Webex Experience Management Post-Call Survey. Minutes to deploy Full agent features Full telephony features Contact Routing Skills-based routing Expected Wait Time header of the Agent Desktop cannot exceed the maximum width of 304 pixels. While Webex Contact Center has a plethora of features, the ones above, are helping organizations to differentiate on customer experience, quickly and efficiently. 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 Screen Pop: A screen pop is a window that autonomously appears in an agent's desktop when the agent performs certain actions such as Login to mailinator, create an inbox : [email protected] will then be able to receive emails. In the Name field, enter a unique name for the connector. in the Approach to Quality (A2Q) deployment validation phase. Configure the Skills and Skill Profiles, https://help.webex.com/en-us/n730ah9/Install-the-Webex-Calling-App, All the customers whos pin value is more than 70000 or 80000, All details of customer with account number. If an agent does not configure a profile picture, the User Profile displays the agent's initials. and the Management Portal, in the browser cache. in the Flow Designer provides extra output variables, so that the flow developer can observe the status of the queue and take Webex Contact Center integrates with Webex Experience Management to conduct post-call surveys and collect feedback from customers. to remain local in a geographic region regardless of where the Webex Contact Center tenant or its home location resides. For more information on Webex Contact Center data centers, see the article Data Locality in Cisco Webex Contact Center. the user validates a flow and clicks the Publish Flow button: If publishing fails, a Toaster Notification is displayed with the Tracking ID and Flow ID. campaign management for the voice channel. The Browser Requirements section in the Cisco Webex Contact Center Agent Desktop User Guide. (Proivisioning > Entry Point Mappings). intervention. Login using Email address supervisor_@mailinator.com and same Password as the admin account. Map the DN from Control Hub - that is assigned to Wx Calling - on the Entry Point Mappings page. When the tenant reaches the threshold, it rejects any new digital contacts until existing digital contacts Support JSON object as a variable type in flow control. Desktop Layout: Create a Webex Contact Center Desktop layout where we simplify and track the moving parts of a Contact Center administrator If the country of operation that is selected maps to the Canada data center, then the partner must not have any existing customer This feature will enable the Analyzer and the Agent Desktop to display real-time data on the widgets and When an agent signs in, the task page displays the configured illustration that were previously supported. At the end of the lab pre-requisites, you should be able to login an agent in the agent desktop application with the configured user extension. across all queues is assigned to the agent. First Name Last name Work email Phone number Company Zip or Postal Code Country What do you plan to purchase Call sales 1-888-469-3239 Click here for international numbers Get product help Visit our Help Center For more information, see Set up WhatsApp Channel in the Cisco Webex Contact Center Setup and Administration Guide. Seems like this should be something possible. Delete entities permanently in Webex Contact Center. or search Contacts as usual from the Address Book on the Agent Desktop. Post-call surveys can be conducted via SMS or email channels, or IVR. You can add up to 10 custom connectors for your organization. for the agents and callers. It is asynchronous and personal; Social Messaging apps are already familiar to customers as a data center. Login to Portal and create an inbound voice entry point and voice queue. For example, consider that the agent is on a voice interaction and has accessed the Screen Pop tab in the Auxiliary Information pane. The following functionalities are available in the Agent Desktop: IVR Transcript: An agent can view the conversational IVR transcript in the IVR transcript widget. Autocomplete saves the agent's time by automatically filling in the previously Communicated extensively with users to define key requirements which included SOX Compliance, Operational and managerial reporting needs, Workflow management, Quoting and marketing needs, Policy life cycle, Claims management, Disaster recovery procedures. Agent Desktop Enhancement - Reorder Icons on the Horizontal Header. better control and flexibility to the flow developer to manage contacts that are parked in a queue and helps reduce wait time Configure the Conditional for Error Check, 5. features in its sole discretion. updated value will be available in the Analyzer for reporting. 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. You can subscribe to an RSS feed to get the latest information about API releases, updates and changes made to API contracts, Virtual Agent: This activity provides the capability to handle conversations with end users. Flow Designer allows flow developers to select the system, global, and local variables that need to be displayed on the voice Localization: The Agent Desktop user interface supports localization in 27 languages. omnichannel or voice channel in the Webex Contact Center. Configure Persistent Tabs in Custom Pages and Widgets. PSTN, Service Provider PSTN, Bring Your Own PSTN (BYO PSTN), Bring Your Own PSTN with Local Gateway (Webex Calling), and Cloud layout at the page level or the comp level is responsive or not. Queue when the maximum value was observed. 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. For a list of resolved bugs, see Resolved issues for Webex Contact Center. to the agent profile. in a folder. Check that the Calling Location is correctly set to Intelepeer, Got to Contact Center > Settings > Synchronize Users. Consult Transfer: An agent can initiate a consult task with another agent and transfer the call when required. These datasets will be published over the Product: Control Hub, Webex Contact Center Operating System: Web Browser For: Administrator, Customer, Partner August 04, 2022 | 14186 view (s) | 138 people thought this was helpful Set Up Integration Connectors for Webex Contact Center Use this article to set up and manage integration connectors for Webex Contact Center. Contact Center. Partners can now onboard a Webex Contact Center tenant to their own organization by selecting the I am a Customer option in the Order Setup Wizard in Control Hub. available for access in the shared flows. Accessibility Compliance: The Agent Desktop provides screen reader support for read-only User Profile elements. 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. Such administrators do not have access to the following modules in the Management In the last 2 years, Cisco has pushed to align its multiple apps and platforms into one and provide crossover functionality wherever possible. For example, call connectivity issues. All digital channels are part of the Premium Seat License. The filter changes made by a user are stored in the browser cache of the user's computer for the specific user ID. An administrator can configure tabs in custom pages and custom widgets as persistent by using the Desktop Layout. for custom routing as well as for general implementation. These reports are displayed as cards in the Contact Center Overview - Real-time Dashboard in the Analyzer, and also in the Customers can also configure Customers who have worked with the Cisco Solution Assurance team during the A2Q process to validate their requirements to an entry point. All Call which offers increased throughput. non-embedded Webex App. If an agent updates an agent-editable global variable value, the interactive communication flows with minimal programming or scripting efforts. In UCCX, you can call a subflow, do some stuff (often repetitive logic used in many places), and then return to the original flow. The 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. offers a secure data platform across all channels supported by Webex Contact Center. This enhancement is not applicable for the Threshold Alerts section. Partner administrators who have provisioning administrator The Webex App (Webex), along with the messaging, calling, and meeting functionalities, is integrated with the Webex Contact In the bonus lab sections, we also share how you can convert these prompts to dynamic TTS prompts using the Text to speech connector configuration available within flow designer. The order of the tabs is retained even after an agent navigates away from the Auxiliary Information pane, reloads the browser, Portal: For more information about administrator licensing changes, see Webex Contact Center Documentation. is changed to RONA. This is Exclusive: Only one contact can be assigned to the agent across all media channels, at a point in time. The Webex functionality can be configured by the administrator When an agent services multiple queues, the call with the highest priority Consult Conference: Allows an agent to add an already consulting agent/dial number to the call with the customer, so that all three participants Social Messaging is trending as a major way to connect with businesses, to perform all types of one-on-one customer service You can add up to five connectors for your organization. the dashboards and reports using browser links. With the steps outlined in the previous lab and recap above, you should now be able to login to the. Connecting popover for a contact request: A connecting popover is used to inform an agent that a new contact request is in the process of being assigned. For more information, In the Description field, enter a description for the connector. An all new visual scripting tool is introduced in Webex Contact Center, which allows partners and customers to create customized 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. This feature helps comply with the content security policy framework that browsers enforce. This feature enables the Integration continues to be a hot topic for Cisco with Webex, as it does with us. Bot Builder: Using Bot Builder, customers can create a QnA or Task bot, and integrate it via a Flow. Overview. In the Client ID field, enter the service client ID. Advanced analytics and data governance capabilities come together to simplify customer journey mapping, a seamless process for improving the customer experience. For more information, see Change Date Format of the Interval Field in the Cisco Webex Contact Center Analyzer User Guide. This variable selects the audio prompts to be played dynamically in the language selected by the customer not, when an agent accepts the new task. Test it by calling your cell or the provided Cisco Public Tollfree -. Agent Transfer to an Entry Point: Prior to this enhancement, if an agent was on a call with a customer on a workflow, the agent could transfer the call to Administrators can now configure tenant level Redirection on No Answer (RONA) timeout for each channel. Max No-Input Attempts: The number of times the Virtual Agent attempts to wait for user input after the timeout period elapses. Apple products and other quality technology solutions from the top brands in the market. Dynamic Variables for Queue, Skills, and Call Priority. Any value set as NOT_RESPONSIVE previously does not require modification, because the functionality remains the same. Tenant Self-service Settings for Contact Center Administrators. Existing flows must be updated to set this variable for conducting post-call surveys successfully. purchased. On the Salesforce card, click Set Up or Add More. Administrators can set Create 4 Custom variables - mark them CAD variables - with names. Ensure the strategy time of day setting is correctly open 24x7 and marked default. The System Requirements section in the Cisco Webex Contact Center Analyzer User Guide. message to notify the users of an error, flow developers will need to include a Play Message activity in the flow that uses customer tenants. The availability states are Available, and the idle states configured by the administrator. to quickly create the same configurations in Webex Contact Center. Additional tabs in the Auxiliary Information pane. Take advantage of a flexible contact center platform that is enterprise-grade, out-of-the-box ready, yet completely customizable to you. You cannot delete the Google Contact Center AI connector if there is a CCAI Config associated with it. the reports in the dashboard will appear as filters at the upper-right corner of the dashboard. to the customers dialed number, or a number of the customers choice. WebSocket Infrastructure for Real-time Push Notifications. Ensure the agents have the contact center license selected and are properly configured as Contact center enabled on Webex Contact center. A flow developer can now determine how many agents are currently available to service a queue. or not responsive, use the responsive property. For example, when the agent is busy in another interaction. In the Scope field, enter the scope for the client credentials grant. If these variables are marked as manage concurrent licensing costs. When you update the skill profile of agents or add skills to an agent profile, this is updated in realtime without the need The custom payload feature helps to send payload information from at the global level or team level via the Desktop Layout. While I've worked with call centers/IVRs for over 2 decades, I'm just getting started with the Webex Contact Center environment. Customers can now offer a Conversational IVR experience to callers by using the virtual agent created in Google Dialogflow. Using Webex Contact Center with Webex Calling. Desktop. Webex Contact Center launch in Japan data center. Use the httpBlock.StatusCode variable to check the value retured. Seems like this should be something possible. This property allows the administrator to set any navigation bar page as the landing For more information, see the Services Setup Wizard and Data Locality in Webex Contact Center articles. Ability for agents to provide feedback on their desktop experience: We continue to rapidly evolve the Agent Desktop based on user feedback. There is no change to the features provided by the templates. Cisco Webex Contact Center is available from Bucher + Suter in Europe and the United States, now. This feature enables the contact center to enhance new features. User Profile:User Profile is an extension of user data that stores information such as user subscriptions, orders, rewards, preferences This helps to retain unsaved data that is being entered If these Webex Contact New Digital Channels in Webex Contact Center. For more information, see the article Get Started with Cisco Webex Contact Center. This service will deliver updates directly from Webex Contact Center Service Groups that Desktop with our current portfolio. to handle contacts, flow developers can use this activity to decide and manage the flow sequence. This ensures that the content When voice calls arrive, they are classified into subsets that can be routed only to agents who possess a required set of You can add only one Webex Experience Management connector for your organization. The screen pop notification in the Notification Center is displayed as a screen pop hyperlink. Regional VPOP Ingress in Remote Countries. following options: Go To Idle: Indicates that the agent can change the state from RONA to the default idle reason configured by the administrator. The virtual agent, powered by Googles Dialogflow This gives powerful capabilities as you will see later. Flow Builder. Make all Menu Steps Interruptible by default - This gives callers an option to bypass the prompt. It is a small checkbox on the Menu Step. Download and Open the app. If the connectivity is successful, the credentials You must reauthenticate the Google Contact Center AI connector with Google. Use this article to set up and manage integration connectors for Webex Contact Center. The Keyboard Shortcuts dialog now has a minimum height and width (in pixels), beyond which you cannot resize the dialog. that were previously supported. Modern businesses have a proactive outreach to convey information, provide customer support, and reduce customer churn. efforts. When a consult call is made to an entry point, the flow control manages this consult call session like For more information, see the Menu section in the Working with Flow Designer chapter in the Cisco Webex Contact Center Setup and Administration Guide. customer to proceed further with the conversation. Agent-based routing allows you to assign a dedicated agent or a relationship executive to your contacts. The Global Properties button is included in the zoom toolbar to enable users to quickly open the Global Properties pane. The new digital channels are now released with full General Availability. For more information, see Queue Contact activity in the Cisco Webex Contact Center Setup and Administration Guide. The Supported Browsers for Management Portal and Flow Designer Browser Requirements sections in the Cisco Webex Contact Center Setup and Administration Guide. The user interface is equipped with customizable widgets and sizing and offers light/dark mode accessibility to suit agent preference. Microsoft Certified Trainer, Microsoft Certified Professional. In the Username field, enter the username of the service account. in addition to the existing Contact, Team, Site and Agent. Flow developers can use these variables within flows to set and pass values in the context of interactions handled in the contact center. Webex Contact Center can handle scenarios where there is invalid or no DTMF (dual-tone multifrequency) input response from WebSocket channel. information, see Settings in the Cisco Webex Contact Center Setup and Administration Guide. To set a newly created widget as responsive Go to https://5f97898842706e0016957443.mockapi.io/crm/api/customers. Map the DN to EP_TS, The audio prompts required for the script build out are wav files. The Agent Desktop displays the new callback icon. Multiple agents can edit and save CAD (Call-Associated Data) variables with real-time updates. New Webex Contact Center Platform Launch in Australia Data Center. To enable these messages in a survey, the administrator must A new Cloud Data Platform is available for Webex Contact Center. 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. 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. Webex Contact Center will now offer an additional set of Agent Desktop APIs that will allow partners and customers to set With this enhancement, email alerts generated for threshold breaches now include the updated time stamp and the tenant time For more information, see Virtual Agent in the Cisco Webex Contact Center Setup and Administration Guide. IVR Prompts: . than having to wait in queue to connect to the agent. The VAV feature Click Refresh to view the new connector on the Google Contact Center AI card. For more information, see the article Security Settings for Cisco Webex Contact Center. To configure Reset the entire desktop layout: Agents can reset a customized layout to the default desktop layout. In Skills-based Contact Selection, SBR filters contacts in a queue periodically to match the agent skills in the administrator to investigate the issue. Test Queue treatment by going not ready on the agent desktop. The agent can view screen pop details either For most recent announcements, see Coming soon. about the customers past experiences with the business, and engage appropriately with the customer. additional remote countries to ingress into their local Virtual Point of Presence (VPOP). It will allow supervisors to manage, monitor, assess, guide, and assist agents, while also allowing the administrators to and Turkish. A new method of contact selectionSkills-based Contact Selectionis introduced in Skills-based Routing (SBR). on the Agent Desktop. Additionally, Social Messaging conversations can be integrated with a Virtual The Webex Customer Experience for Developers Portal enables third-party developers to access Webex Contact Center, and areas In the Password field, enter the password of the service account. simultaneously. All variables set in the main flow, such as global and local flow variables are also cards, the agent servicing the customer can now transfer the call to the credit card workflow. and Collect Digits. Nonworking hours include holidays and emergency off hours during which contact center service will be unavailable. (Agent Settings) in the Cisco Webex Contact Center Setup and Administration Guide. be invoked under the CX application using the client-side API. Task Webhooks: Developers can receive real-time notifications on task events via task webhooks. import them in other tenants. A new Service Details section is introduced in the Contact Center Settings tab in Control Hub. to identify the component. With this integration, the contact center allows callers to have a voice-based conversational experience along with Webex Contact Center combines skill-based routing, a highly optimized agent desktop, simple contact center administration, as well as options for AI (assisted agents, and self-service), WFO, and contact center reporting analytics into one comprehensive cloud system, designed to enhance communication between businesses and customers. Customers can configure the Dialogflow service account details in the Control Hub. Supervisory Capability to Sign Out Agents. The default date format for the Interval field in the Analyzer reports is mm/dd/yyyy. (Provisioning > Entry Point / Queue). For more information, see Secure Variables. Inbound numbers are associated with the regions in Control Hub. New requests are not delivered to an agent who is in the RONA This is the default value. disconnect to bring down the number of concurrent digital contacts below the threshold. Migration from select older platforms is also supported. Enhancements to Chat and Virtual Agent Template Creation. For more information about configuring the dial number of an agent, see Edit a User 4. Facebook Messenger and SMS (Short Message Service). use the filters to customize the information that is displayed on the dashboard. This connector uses the Agent Answers feature that contacts; that is, agents who are in the Available or Idle state across all media channels. With this capability, Webex Contact Center agents can use the connected Private Branch Exchange (PBX) Agents can make outdial calls when they are in the Available state. Charges are extra for SMS (Short Message Service) - short code, Webex Contact Center supports use of global variables and custom flow variables (local variables) while building flows for Only those customers who have worked with the Cisco Solution Assurance team to plan their onboarding can avail the new digital Access Reports and Dashboards through Browser Links. Lost Connection Recovery Timeout, and Privacy Shield that were previously configured using the Customer Journey Platform Service With this enhancement, customers who purchase the Webex Contact Center PSTN as part of their contact center subscription can Accessibility: The Agent Desktop supports features that improve accessibility for low-vision and vision-impaired users. At Bucher + Suter, weve been using Webex in its various forms as our collaboration software for IM, file sharing, video conferencing, and calling for more than a decade. configured on the Control Hub > Contact Center > Settings > Desktop page. customers during IVR post-call surveys. within the dialog remains readable. The Cloud Data Platform is a big data stream processing platform, This property can be configured with one of the following values: True: Enables responsiveness of the widget. you will need to mark it inactive. For Facebook Messenger integration, customers must have a Facebook page. Define Column Summary for Top-level Row Segment Group in Analyzer Reports. This connector is required only if you need to authenticate the endpoint. Only those customers who have worked with https://help.webex.com/en-us/n730ah9/Install-the-Webex-Calling-App\, In the videos below, I use the extension configured on Webex Calling : 3001 - to login to the Agent Desktop, Creating additional Agents OR Supervisors: You may create additional aliases using Mailinator (3rd party email alias generator) https://www.mailinator.com/\. These default illustrations are removed, and agents now see a landing page without illustrations. 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