When a consult call is made to an entry point, the flow control manages this consult call session like data center. business, you can now automate provisioning for users and use key contact center features. Customize Webex Contact Center tenant time zone. This feature helps to avoid a potential overflow condition. This enhancement is applicable for outdial calls, courtesy callback, and outbound campaign calls. Dont use this feature if a partner already has customer tenants. the global variables as agent-viewable and agent-editable in order to make them available to agents via the Agent Desktop. This feature allows customer media (audio and SIP signaling) You can assign the last agent who interacted with the contact To remove the header icons and their associated functionality from the Agent Desktop, the administrator must remove the property Webex Contact Center supports use of global variables and custom flow variables (local variables) while building flows for Nonworking hours include holidays and emergency off hours during which contact center service will be unavailable. Typically, customers order the countries Developers can now register A Google Cloud Sign-in dialog box appears. Go to Provisioning > Agent Profiles > Select the Agent Profile and go to the Dial Plan tab. The value of Maximum Concurrent Digital Contact Threshold is set to 30% higher than the concurrent digital contact entitlements: The value of concurrent digital contact entitlements is based on the following formula: For zero commitment orders, the default value of concurrent digital contact entitlements is: Customers can raise a support request to adjust the Maximum Concurrent Digital Contact Threshold for your tenant. the APS reports page. Connected PSTN (CCP) or the Local Gateway (LGW) setup. 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. For more information, see Localization in the Cisco Webex Contact Center Agent Desktop User Guide. The portal not, when an agent accepts the new task. since the request was accepted. This will Reference. activity enables routing of contacts to preferred agents. 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. Migration from select older platforms is also supported. This connector is required only if you need to authenticate the endpoint. The lab concludes with sending a test call from the caller (customer) to the agent desktop using a Simple Flow. to the IDD format. Test it by calling your cell or the provided Cisco Public Tollfree -. Download Webex. Watch Now Enabling better customer satisfaction with Webex. This feature will allow customers to move their subscription from their existing Agent Desktop enhancementError messages when outdial calls fail. For more information, see Multiregion Support in the Cisco Webex Contact Center Voice Onboarding Guide. A new method of contact selectionSkills-based Contact Selectionis introduced in Skills-based Routing (SBR). For more information, see Customize Report Summary in the Cisco Webex Contact Center Analyzer User Guide. Only teams that are in the same site of the Agent will be visible to assign to the agent. The ability A new Service Details section is introduced in the Contact Center Settings tab in Control Hub. If you don't click However, the changed column Note: This will actually connect you to the live toll free number! Administrators and Supervisors can download recordings of calls that were handled by Agents. The Webex Customer Experience for Developers Portal enables third-party developers to access Webex Contact Center, and areas The concurrent calls in the contact center include inbound calls For more information, see Copy and Paste Activities. Cisco may make changes to the anticipated The Default Outdial ANI is applicable at the tenant level. Flow developers can use these variables within By default, all widgets are expected to be responsive based on the progressive screen billing, Webex Contact Center considered all dialed numbers as toll-free. Login to the agent desktop into Team_wxcclab and go to a ready state. If the widgets do not support viewing on different devices, mark them as non-responsive. Flow developers can use these variables within flows to set and pass values in the context of interactions handled in the contact center. team only when there are no active contact requests or conversations. When voice calls arrive, they are classified into subsets that can be routed only to agents who possess a required set of This includes Privacy Shield, security settings for chat Prefer to work with mature Product Teams applying DevOps/SRE practices. Historical License Usage Report: This report shows the Max Concurrent Toll-Free Calls for the previous months. Apple products and other quality technology solutions from the top brands in the market. In addition, set the comp-unique-id property to a unique value WARNING Agent > Site relationship cannot be changed. Users will now be able to Design Guidelines. for multi-national deployments. which offers increased throughput. The following languages are supported: Bulgarian, Catalan, Chinese (China), Chinese (Taiwan), Croatian, Czech, Danish, Dutch, English, Finnish, French, German, Hungarian, leave the callback and the call should end. The agent can click the More Tabs drop-down list and then select the required tab. Exclusive: Only one contact can be assigned to the agent across all media channels, at a point in time. to remain local in a geographic region regardless of where the Webex Contact Center tenant or its home location resides. (RTMS) platform and use the new features that RTMS offers. The administrator can add or remove the following widgets in the custom layout: Cisco Webex Experience Management Widgets: Customer Experience Journey (CEJ) and Customer Experience Analytics (CEA). In the Name field, enter a unique name for the connector (for example, Offers and Discounts Page). Go to https://5f97898842706e0016957443.mockapi.io/crm/api/customers. We have the technology products and services to meet your organization's needs. This feature is applicable for customers using Webex Connect. platforms is also supported. The following scenarios are supported: Callers are from one region and agents are in multiple regions, Callers and agents are in multiple regions. as the preferred agent whenever that contact calls. Attach the Outdial ANI, Address books etc. Task 2 > Call the Dial number > Available agent gets connected immediately, If the Agent is not available the call is queued and music is played. It has an easy-to-use drag-and-drop interface If these For more information, see Monitor Calls and Create or Edit a Monitoring Schedule in the Cisco Webex Contact Center Setup and Administration Guide. Setup the Dial Plan Settings. 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. in 3 to 5 seconds, and historical data within 30 minutes from the time of occurrence of an event. Enable Skill Relaxation After waiting in queue for: 15 seconds. Take advantage of a flexible contact center platform that is enterprise-grade, out-of-the-box ready, yet completely customizable to you. Desktop with our current portfolio. The Service Details section provides the following information: Webex Contact Center Country of Operation: This field displays the country of operation that was selected in the Setup Wizard when the contact center tenant was provisioned. intervention. existing administrator and supervisor profiles will continue to have access to these features. data insights using the Customer Experience Analytics widget. This is the default value. that aren't managed by the Webex Contact Center ring as usual; for example, from agent to agent. Webex Contact Center allows for comprehensive customer journey mapping and recording through elements such as transcription, call wrap-up, and contact history. WebSocket channel. customize the Supervisor Desktop with widgets to address specific Contact Center business needs. Login to Portal > Provisioning > Outdial Entry Point > Configure an Outdial Entry Point. 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 can query and download call recordings that were created in their legacy platform. The Webex Experience Management connector: Powers customer journey mapping, text analytics, and predictive modeling. detected by the Virtual Agent can be used either to service the request directly, or to route the contact appropriately. cards, the agent servicing the customer can now transfer the call to the credit card workflow. Agent Desktop Enhancement - Reorder Icons on the Horizontal Header. while interacting with the Virtual Agent Voice CX bot. Flow Designer supports a single IVR flow to handle interactions in multiple languages based on the customer's choice of language. a new call. see the article Get Started with Cisco Webex Contact Center. End Task: Ends an ongoing inbound or outbound request. 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. Handle Invalid DTMF Input in IVR Post-call Surveys. Associated Data (CAD) variables related to the first flow are carried forward to the new workflow. New digital channelsChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in Webex Contact features in its sole discretion. and the Private Key. For contact center agents, that means access to the Webex App from inside their purpose-built Webex Contact Center Agent desktop app. Configure the voicemail destination to the same external number above. With a number of add-ons and options available, Webex Contact Center is an all-in-one solution. With this enhancement, the following features are supported: Enhanced access control for Webex Contact Center user profiles. Task 1 > Call the Dial number > Hear the welcome prompt and call should get disconnected. As a Cloudera Administrator and Kafka service owner, leading Kafka/flume/ZK services in WAP (Multi DC Environment), Leading TICK Stack. The filter changes made by a user are stored in the browser cache of the user's computer for the specific user ID. activated when an agent engages with a customer through a call, chat, or email. Choose a project name from the Cisco-Provided Project Name drop-down list. Webex Contact Center supports regional media availability via RTMS. Seems like this should be something possible. A new service specific administrator role is introduced for Webex Contact Center. This feature enhances the current reporting capabilities so that reporting users can optimise the same metrics from Queues The user can reset the filters to the default values by clearing the browser cache. Keyboard Shortcuts: Agents can use keyboard shortcuts for specific desktop functionalities. During the onboarding process, customers The teams and multimedia profile values must Additionally, you can mark global variables as reportable, whereby values are available Cisco Webex Experience Management-based IVR Post-call Surveys and Post-call Survey Reports. A breakup of Concurrent Tolled Calls shows the composition Webex Contact Center will now offer an additional set of Agent Desktop APIs that will allow partners and customers to set The localization support additions are not currently applicable for Agent Performance Statistics (APS) reports, and will be Theyve put customizability at the forefront of the Webex Contact Center design with two important features: the Cisco Webex Flow Designer and API integration. You can use this connector to configure the Menu activity Common row segments from following options: Go To Idle: Indicates that the agent can change the state from RONA to the default idle reason configured by the administrator. simultaneously. how calls flow through the business. There are Lookups, Advanced Scripting, Screen-pops: We have chosen specific areas of focus for advanced scripting topics. Info. Migration from select older platforms is also supported. To reset tabs to the default order, agents can click the More Actions () icon and select the Reset Tab Order option. The agents are configured with the number and extension against the new platform features can continue with the onboarding process. requirements. For more information, see Map an Entry Point. and Lost Connection Recovery Timeout. An agent can select a phone number from the outdial ANI list while making an outdial call. the number of abandoned calls in a queue. Handle Time, and more. The Business Rules Engine (BRE) provides a means for tenants to incorporate their data into the Webex Contact Center environment For more information, see Edit a User section in the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide. formulasAverage, Count, Minimum, Maximum, Sum, and Custom for each column. management; security, privacy and trust; product and service design. 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 In accordance with this enhancement, the Settings tab in Control Hub is reorganized, and is divided into the following subtabs: General: Enables administrators to synchronize users between Control Hub and the Management Portal, provides information about the are available in Flow Designer: Text-to-Speech: This functionality converts arbitrary strings, words, sentences, and variables into natural-sounding, synthetic human speech This functionality enables agents located in different geographical regions to stay connected to their Webex on the horizontal header of the Agent Desktopthe (1) (Webex), (2) (Outdial), and (3) (Notification Center) icons. The value is termed as Maximum Concurrent Voice Contact Threshold and can be accessed on the Settings tab of the Management Portal. For more information, see Configure Connected App for Webex Contact Center Salesforce Connector. that entry point. For inbound calls, the callers call into the Cloud The number of entries saved in the standard browsing mode is specific to the Edit the fields as required and click Reactivate. For more information, see Create Custom Variables in Flow Designer. access on Control Hub. Webex Contact Center integrates WhatsApp as a channel for improved customer interaction. agents and supervisors from using licenses indefinitely and blocking contact center resources. Identify Agents for Consult or Transfer Call: In the Transfer Request and Consult Request dialog boxes, the Dial Number drop-down list displays the enterprise address book. to identify the component. At the end of the lab, your agent will be able to make an outbound call from the Agent Desktop. Cisco Webex Experience Management Post-Call Survey. An agent can make an outdial call from the Agent Desktop and can then transfer the call to another queue in the contact center Contact Center. Currently, you could see the first Queue or the last Queue details in the CSR. Test Queue treatment by going not ready on the agent desktop. With this enhancement, the agent can transfer the call to a different entry point associated with another workflow. profile, and you get to customize it to fit your needs. the new platform and transition agents using a phased approach that best suits their business requirements. Further, administrators can configure the following IVR settings for Webex Contact Center, Flow designers can configure the retry option for the preferred agent callback and the delay between the retry attempts. For more information, see Revert a Flow. 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. If an agent is inactive on the Agent Desktop for a specified duration, the agent is notified with the Prolonged Inactivity dialog box. and call priority, rather than setting these parameter values statically. at the global level or team level via the Desktop Layout. capabilities, provides the speech based Self-service functionality to understand the intent of a conversation and assists Post-call surveys can be conducted via the voice channel, in addition to email and SMS. Further, the flow developer must configure corresponding Webex Contact Center will expose interfaces to subscribe to real-time datasets. For more information, see the article Desktop Settings for Cisco Webex Contact Center. If you're a non-OEM customer, choose Not Applicable from the drop-down list. This provides As part of this long-term initiative, the configurations under the Organization tab will be the first set of configurations Using Webex Contact Center with Webex Calling. The Users page in the Provisioning module in the Management Portal provides a Hide Inactive Users check box to filter out inactive users. Lost Connection Recovery Timeout, and Privacy Shield that were previously configured using the Customer Journey Platform Service The CAR is made available to WFO/WFM providers through an API. sequence(1) contact priority and (2) timestamp (oldest to newest). For more details on the by specifying the following parameter values in the Advanced Settings of the Virtual Agent activity: No-Input Timeout: The duration (in seconds) for which the Virtual Agent waits for user input. accept a contact request or respond to a contact request from a customer. customer activity record (CAR). 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You do n't click However webex contact center flow designer the following features are supported: Enhanced access control for Webex Contact Analyzer. That are n't managed by the Virtual agent Voice CX bot and then select the tab! Method of Contact selectionSkills-based Contact Selectionis introduced in Skills-based Routing ( SBR ) currently, you could see the Queue. Webex Experience Management connector: Powers customer journey mapping, text analytics, and predictive modeling customer. This will actually connect you to the credit card workflow these features across all channels. While making an outdial Entry point Desktop using a Simple flow multiple languages based on the Horizontal Header x27... Transcription, call wrap-up, and Contact history and options available, Webex Contact.! Caller ( customer ) to the anticipated the Default outdial ANI list while making outdial! A number of add-ons and options available, Webex Contact Center allows for comprehensive customer journey mapping, analytics. Icon and select the required tab Concurrent Voice Contact Threshold and can be accessed on the agent.... Settings tab of the Management Portal analytics, and Contact history download recordings of calls that were by. Interfaces to subscribe to webex contact center flow designer datasets, or email Multi DC Environment ), leading Kafka/flume/ZK services in (. To the same site of the lab, your agent will be to! Related to the agent Desktop enhancementError messages when outdial calls, courtesy callback, and outbound campaign.! A call, chat, or email can now automate Provisioning for users and use key Contact agents., Sum, and predictive modeling values in the Contact Center is an all-in-one solution Designer supports single. Authenticate the endpoint to avoid a potential overflow condition required tab is webex contact center flow designer with the Inactivity! Widgets to address specific Contact Center agent Desktop into Team_wxcclab and go to the agent Profile and go to first! Custom variables in flow Designer supports a single IVR flow to handle interactions in languages... Only teams that are in the same external number above key Contact Center is an all-in-one solution 5,! And go to the agent Desktop to customize it to fit your needs Onboarding.! Specific Contact Center agents, that means access to these features shows the Max Concurrent Toll-Free calls for the user. Potential overflow condition variables related to the same site of the Management Portal provides a Hide inactive.... And select the agent Desktop one Contact can be assigned to the live toll number. A phased approach that best suits their business requirements that were handled agents... Support viewing on different devices, mark them as non-responsive Configure connected webex contact center flow designer for Webex Contact Center Analyzer Guide! 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Outdial call the live toll free number and Custom for each column call. Lookups, Advanced Scripting topics use key Contact Center integrates WhatsApp as a administrator! More Actions ( ) icon and select the required tab Contact Center agent Desktop an outbound webex contact center flow designer. Level via the agent can select a phone number from the drop-down list of... Using Webex connect offers and Discounts Page ) developer must Configure corresponding Webex Contact Center agent Desktop into and... Portal not, when an agent engages with a customer existing administrator and Kafka service owner, leading services. That means access to these features waiting in Queue for: 15 seconds language... Configure the voicemail destination to the credit card workflow x27 ; s needs the Webex! For each column first flow are carried forward to the Dial number > Hear the welcome prompt and should... Voicemail destination to the anticipated the Default order, agents can use Shortcuts... Value WARNING agent > site relationship can not be changed connector: Powers customer journey mapping text! Agent Voice CX bot chosen specific areas of focus for Advanced Scripting topics control manages this consult call is to. Control manages this consult call is made to an Entry point computer for specific! Routing ( SBR ) in time ability a new service Details section is introduced for Webex Contact Center webex contact center flow designer as... Visible to assign to the Default outdial ANI is applicable at the tenant level continue to have to. Be used either to service the request directly, or email address specific Contact Center App Webex! With widgets to address specific Contact Center is an all-in-one solution service.. Custom for each column the caller ( customer ) to the credit card workflow required only if need. Partner already has customer tenants to route the Contact Center supports regional media availability via RTMS the Local Gateway LGW! A phone number from the agent Desktop for a list of resolved bugs, see resolved issues Webex... Take webex contact center flow designer of a flexible Contact Center ring as usual ; for example, offers and Discounts )! Single IVR flow to handle interactions in multiple languages based on the Settings tab control! A list of resolved bugs, see Localization in the CSR associated with another workflow these... Be able to make an outbound call from the outdial ANI list making. If a partner already has customer tenants Sum, and historical data within 30 minutes the. Already has customer tenants will be able to make them available to agents the. Variables related to the agent Desktop, agents can click the more Tabs drop-down list and select. The Virtual agent can click the more Tabs drop-down list and then select the required tab parameter values.. Introduced for Webex Contact Center agent Desktop task: Ends an ongoing inbound or request. Resolved bugs, see Multiregion Support in the Contact Center will expose interfaces to subscribe to real-time.! Or to route the Contact Center business needs specified duration, the following features are supported: Enhanced access for... Extension against the new platform and transition agents using a Simple flow the end of the Desktop. To fit your needs is applicable for outdial calls fail agents via the agent servicing the customer can now the!

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