Webex Contact Center Setup and Administration Guide

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Webex Contact Center is a cloud-based solution that enhances customer experience by providing a seamless, intuitive, and flexible platform for managing customer interactions. This guide acts as your navigational compass, offering administrators a clear path through Webex Contact Center setup and management.

Webex Contact Center Overview

Webex Contact Center overview

This guide is no longer updated as many management portal entities have migrated to Control Hub and decommissioned from the management portal. For help on entities now managed through Control Hub, visit the Webex Help Center page for Contact Center administrators.

Contact centers of multisourcing enterprises leverage a combination of sourcing solutions, including captive, outsourced, and offshore. The typical multisource contact-center environment is organizationally complex, consisting of sites located all over the world, and staffed by direct company employees and/or outsourced agents.

In this environment, most locations operate independently and use disparate contact center technologies, including routing, administrative solutions, and reporting tools. This combination of tools and technologies makes both management and quality monitoring across different locations extremely challenging.

Cisco’s Webex Contact Center offers a unique solution that combines contact center and IP technologies in a global call management service. The Webex Contact Center solution is built on the Cisco Midpoint Call Management ® technology, a centralized control point for managing and monitoring calls and contacts across a heterogeneous contact center environment.

Offered as a cloud service, Webex Contact Center provides enterprises with full control over their global contact center queues and creates the appearance of a single, unified contact center environment. Calls, chats, and emails are distributed to the contact center sites where agents are available. When agents are occupied, contacts are queued centrally so they can be serviced by the next available agent irrespective of the physical location of the agent.

In the voice context, by queuing calls centrally, enterprises can offload the queuing function from their premises-based equipment, thus achieving substantial cost savings in telecom hardware, toll charges, and bandwidth use. More importantly, a call can be directed to the next available agent at any site because the endpoint of the call can be anywhere around the globe, Webex Contact Center seamlessly integrates remote agents and at-home agents into the enterprise’s multisource contact center environment.

About Sites, Teams, Entry Points, and Queues

A Webex Contact Center tenant is an enterprise that has contact centers at one or more sites. The enterprise also has entry points for incoming contacts that are associated with queues. Incoming contacts can be toll-free numbers for voice calls, designated email addresses for emails, or chats with agents. For example, an enterprise that is named Acme might have an entry point that is named Welcome. Welcome classifies contacts into AcmeBilling and distributes to teams of agents in Chicago, Manila, and Bangalore.

Each Webex Contact Center tenant profile consists of sites, teams, entry points, and queues.

A site is a physical contact center location under the control of the enterprise or an outsourcer. For example, Acme might have sites in Chicago, Manila, and Bangalore.
A team is a group of agents at a specific site who handle a particular type of contact. For example, Acme might have teams at their Chicago site that are named Chi_Billing, Chi_Sales, and Chi_GoldCustomerService, and teams at their Bangalore site named Bgl_Billing, Bgl_GoldCustomerService, and Bgl_Experts. Agents can be assigned to more than one team, but an agent can service only one team at a time.
An entry point is the initial landing place for the customer contacts on the Webex Contact Center system. For the voice contacts, typically one or more toll-free or dial numbers are associated with an entry point. IVR call treatment is performed while a call is in the entry point.
A queue is where active contacts are kept while they await handling by an agent. Contacts are moved from the entry point into a queue and are distributed to agents.

Tenants that use the outdial feature are also configured with at least one outdial entry point and one outdial queue.

Telecom managers, contact center managers, and other representatives of the enterprise who are authorized to access the Webex Contact Center service have a view of contact center activity at their enterprise through the Webex Contact Center Management Portal.

In addition to sites, teams, entry points, and queues, the Provisioning module of the Webex Contact Center Management Portal provides an interface to add agents and assign them to teams. Each agent is configured with a desktop profile , a value that determines the agent’s permission levels and Agent Desktop behaviors, including which wrap-up and idle codes are available to the agent. Thus, you should add wrap-up and idle codes before you define desktop profiles and define desktop profiles before you define agents. If your enterprise is provisioned with the optional skills-based routing feature, you should also add skills and skill profiles before you define teams and agents.

Webex Contact Center supports mapping only PSTN numbers in the globalized +E.164 format to entry points. Extension numbers are not supported for this purpose.

Webex Contact Center Management Portal

You can access the Webex Contact Center Management Portal through a web browser. The Portal provides access to Webex Contact Center modules that enable authorized users to perform various tasks such as:

View real-time and historical contact center data
Silently monitor interactions directed to destination sites
Create agent accounts and other contact center resources
Create and edit scheduled contact routing strategies and team capacity strategies to control contact treatment and distribution

In addition, the Webex Contact Center Management Portal landing page displays graphs of real-time and historical call activity and current agent status.

Your assigned user profile determines your access to Webex Contact Center modules and functionality.

For information about how to access and work with the Webex Contact Center Management Portal, see Supported browsers for Webex Contact Center.

Webex Contact Center Modules

After you sign in to the Management Portal, click the module on the navigation bar that you want to access. If the navigation bar is collapsed, click the navigation button on the top-left corner of the Management Portal landing page to expand it. If you can't see a module in your interface, then either you don’t have the appropriate permissions to access the module, or it’s an optional module that your enterprise doesn’t have license to.

The following table describes the modules that authorized users can access through the Webex Contact Center Management Portal.

Module	Description
Provisioning	Allows authorized users to create, view, and edit the settings that are provisioned for the enterprise. The module provides access to the Audit Trail, Agent Skills Report, Provisioned Items Report, and Provisioned Skills Report.
Reporting and Analytics	Allows authorized users to segment, profile, and visualize the data in contact center systems. The module also helps to identify the key variables that impact productivity and desired business outcomes. For more information, see Webex Contact Center Analyzer User Guide.
Business Rules	Allows authorized users of the Analyzer module to incorporate customer data into the Webex Contact Center environment for custom routing.
Agent Desktop	Allows authorized users to access the Desktop interface for handling customer contacts and supervisor capabilities. For more information, see all the articles related to Agent Desktop and Supervisor Desktop.
Routing Strategy	Provides a web-based user interface to manage and configure contact handling strategies. Authorized users can create and schedule global routing and team capacity strategies, and alter them in real time in response to changes in business dynamics. For more information, see Contact Routing.
Call Monitoring	Allows authorized users to silently monitor the quality of service being delivered across their multisource contact centers. The power of the Webex Contact Center service lies in the unique ability to monitor any call across any site. Through a simplified web interface, users can select the queue, team, site, or agent that they want to silently monitor. Authorized users can provide instructions to the monitored agent without being heard by the caller, and can join a call being monitored and participate in the conversation. For more information, see Monitor Calls.
Call Recording	Optional module that allows authorized users to record calls.
Recording Management	Optional module that allows authorized users to search for and play calls recorded through the Webex Contact Center Call Recording feature. For more information, see About Recording Management.
Audit Trail	Allows authorized users to view details about provisioning changes made for their enterprise and export the data to a data analysis tool, such as Microsoft Excel. For more information, see Access Audit Trail Reports.

About Time Zones

All dates and times displayed on the Webex Contact Center Management Portal and in the Webex Contact Center modules reflect the time zone that is provisioned for the enterprise with the following exceptions:

Dates and times displayed on the main pages of the Real-Time Reports and Call Monitoring modules reflect the browser time.
Time values in routing strategies are based on the time zone that is provisioned for the entry point or queue. If no time zone is specified, the time zone is provisioned for the enterprise.

Dates are converted to UTC time when they are saved to the database, so the system behavior, such as time-of-day routing, is applied universally across the multi-site contact center network, regardless of which time zones the sites are located in. The system filters the historical reports based on the enterprise time zone.

To specify a different time zone for displaying the time values in routing strategies, see View routing strategies by time zone.

When you edit a tenant time zone, you must relogin to see the changes.

PCI compliance

Webex Contact Center is fully Payment Card Industry (PCI) compliant to protect customer organizations from data loss while using voice and digital channels. We protect and secure PCI data and related information in strict adherence to the Payment Card Industry Data Security Standard (PCI DSS). This compliance enables you to:

Prevent logging and storing of any sensitive information that is related to PCI data.
Mask and encrypt customer sensitive information such as debit or credit card details.
Drop attachments if PCI data is detected.
Restrict attachments in the email and chat services if it contains cardholder information.
Allow administrators to configure either to reject or drop the email or chat content if it has PCI data in the email subject line or email or chat body.

For more information, see Webex Contact Center Privacy Data Sheet from Cisco Trust Portal.

In Webex Contact Center, PCI is enabled by default. To know more about the file types that are supported across all digital channels for regular attachments, see Supported attachment types for digital channels in Webex Contact Center.

Embedded images aren’t supported in attachments.

Get Started with Webex Contact Center

This chapter describes the tasks that you need to do the first time you login to the Webex Contact Center .

System requirements

This section of the article details the system requirements for Webex Contact Center.

Supported browsers for Webex Contact Center

The following table lists the supported operating systems and browsers for various client devices to access the Webex Contact Center:

Browser	Microsoft Windows 10	Microsoft Windows 11	Mac OS X	Chromebook
Google Chrome	76.0.3809	103.0.5060.114	76.0.3809 or higher	76.0.3809 or higher
Mozilla Firefox	ESR 68 or higher ESRs	ESR V102.0 or higher ESRs	ESR 68 and higher ESRs	NA
Microsoft Edge	42.17134 or higher	103.0.1264.44 or higher	NA	NA
Chromium	NA	NA	NA	79 or higher

Domain access required for Desktop

To ensure that the Desktop responds as expected on your network, add the following domains to the Firewall/VPN (Virtual Private Network) allowed list:

An * shown at the beginning of a URL (e.g., *.webex.com) indicates that services in the top level domain and all subdomains must be accessible.

Domain / URL	Description
Webex Contact Center services URLs
cdn.jsdelivr.net cdnjs.cloudflare.com unpkg.com:443 jquery.com:443 .jquery.com:443 .broadcloudpbx.net:443	Content Delivery Network (CDN) services to efficiently deliver static files.
.cisco.com:443 .ciscoccservice.com:443 ciscoccservice.com:443	Contact Center micro-services.
.ciscospark.com:443 .wbx2.com:443 *.webex.com:443	Webex micro-services.
Additional services related to Webex Contact Center—Third Party domains
*.cloudcherry.com:443 cloudcherry.com:443	Webex Experience Management platform (Formerly known as Cloud Cherry).
*.imiengage.io:443 imiengage.io:443	Digital channels.
.mixpanel.com:443 mixpanel.com:443 .split.io:443 .lr-ingest.com:443 .pendo.io:443	Performance tracking, error and crash capture, and session metrics.

Public IPs and Domain details

To enhance security and minimize unauthorized access, you can view the list of static IP addresses we support on Webex Engage and Webex Connect that you can allowlist to access the necessary information.

Table 1. Public IPs
Data center	Webex Engage	Webex Connect
AWS Ireland	52.214.81.91	52.17.23.194 34.250.50.84 52.211.238.186
AWS Oregon (US)	52.40.46.90	35.161.238.252 35.166.68.236
AWS Canada	52.60.155.95	35.183.154.158 52.60.35.202
AWS London	3.9.151.19	3.9.155.97 18.169.201.157
AWS Sydney	3.105.22.233	13.210.45.137 54.206.189.15 52.62.185.51
AWS India/Mumbai	15.206.109.168 13.234.73.181	13.233.242.129 65.1.39.117
AWS Singapore	175.41.183.21 18.136.231.158 18.138.98.217	13.215.247.149 18.142.200.115 54.254.195.37
Azure US	20.55.248.119	20.55.240.2 20.57.8.223 20.57.8.222 20.185.49.217
AWS TC	34.251.147.218 34.251.254.148 34.255.20.69	N/A

This article lists the system configuration limits for all entities in Webex Contact Center.

Table 2. Maximum system limits for configuration entities and attributes
Configuration entities	Entity attribute	Maximum allowed limit for tenants
Sites	Active	300
Teams	Agent based	3000
Teams	Agent based - Users	50
Teams	Capacity based	100
Teams	Capacity based - Active	50
Teams	Capacity based - Inactive	100
Auxiliary code	Idle	1000
Auxiliary codes	Wrapup	1000
Entry points	Active	6000
Oudial entry points	Active	1000
Users	Active	20000
Users	Supervisors	3000
Users	Teams	50
Multimedia profiles	Active	150
Desktop layouts	Active	200
Skills	Active	1000
Skills	Text	200
Skills	Text length	50
Skills	Enum limits	200
Skills	Enum length	50
Skill profiles		9000
Skill profiles	Skills	50
Queues	Skill requirements	50
Queues	Skill-based routing type	500
Queues	Team-based routing type	10500
Global variables	Active	5000
Threshold rule	Active	1000
Desktop profiles	Active	1500
Desktop profiles	Maximum autowrapup timeout	600000 miliseconds
Desktop profiles	Auxiliary codes - wrapup codes	50
Desktop profiles	Auxiliary codes - idle codes	50
Desktop profiles	Transfer targets	150
Desktop profiles	Buddy teams	150
Desktop profiles	Dial plans	10
Desktop profiles	Agent Dial number validation criteria	10
Desktop profiles	Viewable statistics queues	100
Desktop profiles	Viewable statistics teams	100
User profiles	Active	1500
User profiles	Access rights - sites	20
User profiles	Access rights - teams	100
User profiles	Access rights - entry points	50
User profiles	Access rights - queues	250
Routing Strategy	Global	200
Routing Strategy	Global entry points	500
Routing Strategy	Per entry point	20
Dialed numbers	Entry Point	5000
Dialed numbers	Per entry point	500
Contact service queue	Inbound	11000
Contact service queue	Outbound	5000
Contact service queue	Distribution groups	20
Contact service queue	Distribution groups - teams	50
Contact service queue	Distribution groups - total teams	250
Contact service queue	Service level threshold - telephony	86400 seconds
Contact service queue	Service level threshold - chat	86400 seconds
Contact service queue	Service level threshold - digital	604800 seconds
Contact service queue	Service level threshold - email	1209600 seconds
Contact service queue	Maximum time in queue - telephony	86400 seconds
Contact service queue	Maximum time in queue - chats	86400 seconds
Contact service queue	Maximum time in queue - digital	604800 seconds
Contact service queue	Maximum time in queue - email	1209600 seconds
Call recording schedule	Per queue	20
Call monitoring Schedule		2000
Call monitoring Schedule	Queues	250
Call monitoring Schedule	Sites	20
Call monitoring Schedule	Teams	100
Call monitoring Schedule	Agents	500
Call recording Schedule	Sites	20
Call recording Schedule	Teams	100
Call recording Schedule	Agents	500
Address Book		3000
Address Book	Entries	6000
Address Book	Total entries	100000
Outdial ANI		400
Outdial ANI	Entry	200
Outdial ANI	Total entries	2000
Audio file		17250
Audio file	Size in bytes	5242880
Audio file	Total size in bytes	2097152000
Call monitoring	Dashboard - queues	250
Call monitoring	Dashboard - sites	20
Call monitoring	Dashboard - teams	100
Call monitoring	Dashboard - agents	500
Recording management	Queues	250
Recording management	Sites	20
Recording management	Teams	100
Recording management	Agents	500
Recording management	Wrapup codes	50
Recording management	Tags	50
Call monitoring	Maximum concurrent sessions	1000
Maximum concurrent supervisor sessions	Maximum concurrent supervisor sessions	1000
Business Hours		5000
Overrides	Overrides	5000
Holiday list		5000
Business Hours	Working hours	50
Overrides	Overrides	100
Holiday list		150
Number of Connectors	Per connector Type	30
CCAI Config		100

The table lists the system limits for visualization of filters on the UI of the Management Portal for recording management, call recording and call monitoring schedules features:

Table 3. Maximum System Limits for Filters
Application/Feature	Entity with Filters	Description	Maximum allowed limit
Recording Management	Queues	The maximum number of filters for queues.	250
	Sites	The maximum number of filters for sites.	20
	Teams	The maximum number of filters for teams.	100
	Agents	The maximum number of filters for agents.	500
	Wrap-Up Codes	The maximum number of filters for wrap-up codes.	50
	Tags	The maximum number of filters for tags.	50
Call Recording Schedules	Sites	The maximum number of filters for sites.	20
	Teams	The maximum number of filters for teams.	100
	Agents	The maximum number of filters for agents.	500
Call Monitoring Dashboard	Queues	The maximum number of filters for queues.	250
	Sites	The maximum number of filters for sites.	20
	Teams	The maximum number of filters for teams.	100
	Agents	The maximum number of filters for agents.	500
Call Monitoring Schedules	Queues	The maximum number of filters for queues.	250
	Sites	The maximum number of filters for sites.	20
	Teams	The maximum number of filters for teams.	100
	Agents	The maximum number of filters for agents.	500

The listed entities have a maximum limit on the number of characters that can be used for the Name field.

Entry Point
Queue
Outdial Entry Point
Outdial Queue
Site
Team

Users
User Profiles
Work Types
Auxilary Code
Desktop Profiles
Address Book

Outdial ANI
Skills Definition
Skill Profile
Entry Point Mappings
Audio Files

The Name cannot exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

The table lists the supported configuration limits for routing and queuing. Active limits are the operable limits for configurations to work optimally. Maximum limits are the threshold limits for configurations to work at maximum capacity. We recommend that you use configuration values that are within the parameters mentioned in the Maximum Limits column of this table.

Table 4. Active and maximum configuration limits
Configurations	Active Limits
Maximum number of agents for a team	50
Maximum number of teams for a Call Distribution Group	50
Maximum Call Distribution Groups in a queue	20
Maximum number of teams in a queue, across all Call Distribution Groups	250
Maximum number of agents for a queue (maximum agents in a team x maximum teams for a Call Distribution Group x maximum Call Distribution Groups in the queue)	500
Maximum time in a queue (voice)	1 day
Maximum skills for a skill profile	50
Maximum number for a Capacity-Based Team	100
Maximum Capacity-Based Teams for an organization	50
Maximum number of concurrent calls for Capacity-Based Teams (maximum number for a Capacity-Based Team x maximum number of Capacity-Based Teams for an organization)	5000
Maximum skill requirements for a contact	10
Maximum number of concurrent calls for call monitoring	1000
Maximum number of agents in a campaign	500

Sign in to Management Portal

Sign in to the Webex Contact Center Management Portal through a web browser with your sign in credentials. You can access the modules and functionalities that your administrator grants access to.

To sign in to the Management Portal:

1	Sign in to https://admin.webex.com.
2	Click Services from the left pane.
3	On the Contact Center card, click Settings.
4	Under the Advance Configuration section, click the Management Portal link. You can bookmark this link and access the portal directly with this link. The Management Portal landing page appears. For more information, see About Management Portal Components. After you sign out, close all Webex Contact Center windows before you sign in again.

About Management Portal Components

The Webex Contact Center Management Portal landing page has multiple components that you can access based on your authorization.

The following table describes the components of the Management Portal landing page:

Component	Description
Navigation bar	Displays the modules that you are authorized to access. For more information, see Webex Contact Center Modules You can see either the name of the module or, if the navigation bar is collapsed, an icon that represents the module. Hover the mouse pointer over an icon to display the module name. To expand or collapse the navigation bar, click the button on the upper-left side of the landing page.
Dashboard	Displays the number of calls that are currently in IVR, in queue, connected, and the number of currently available agents. The rest of this panel displays four charts. Three of them provide real-time statistics for the current call activity, interval call activity, and site-level agent activity. The fourth chart provides historical statistics. You can click the icon at the top of a chart to display the corresponding report in the Reporting and Analytics module window. To change the size of a chart, point to a corner or edge and when the mouse pointer changes to a two-headed arrow, drag the corner or edge to shrink or enlarge the chart. To restore the original size of resized charts, click Reset Widgets.
Settings button	Expands and collapses a panel where you can do the following: Select a different user interface skin. For more information, see Change User Interface Colors. Customize the user interface banner color and images that are used on the Management Portal pages. For more information, see Create a Custom Theme. Change the time zone in which the time values in routing strategies are displayed. For more information, see View routing strategies by time zone. View and update the API key assigned to your user account. For more information, see View and Regenerate Your API Key.
Your name button	Displays the following options in a drop-down list: Help: Opens the Management Portal online help document in a separate window. Sign Out: Closes all of the open modules and signs you out of the Management Portal.

About Dashboards

The Webex Contact Center Management Portal landing page provides the following dashboards:

Entry Point - Site level Dashboard (default)
Contact Center Overview - Realtime
Contact Center Overview - Historical
Agent State Data - Realtime

For detailed information about the visualizations available in each dashboard, see the Visualizations section in the Cisco Webex Contact Center Analyzer User Guide.

You can access the dashboards from the drop-down list at the top-left corner of the Dashboard tab.

Access to the above listed dashboards is based on access privileges configured in the User Profile settings in the management portal. For more information, see User Profiles.
The dashboard summary view is available to all the users who access the Management Portal.

Entry Point - Site Level Dashboard

Displays information about the number of contacts that are in IVR and Queues.

Snapshot Entry Point IVR Realtime - Chart: Indicates the number of calls that are in the IVR.
Entry Point Interval Realtime - Chart: Indicates the number of contacts (voice, email, and chat) per entry point in real time for a specific interval. By default, the interval is 30 minutes and the duration is from the start of the day.
Site Interval Realtime - Chart: Indicates the number of connected contacts (voice, email, and chat) per site in real time since the start of the day.
Entry Point Contact Volume - Chart: Indicates the number of connected contacts per entry point on a daily interval, for the last seven days.

Contact Center Overview - Historical

Displays information about contacts handled, contacts abandoned, and contacts in queues for a specified duration and time interval. You can use the Interval and Duration drop-down lists in the dashboard to filter the data based on the selected time interval and duration. To refresh the data, use the Refresh icon.

The following information is available:

Average Service Level: Indicates the percentage of contacts that are handled within the configured service level for the queue.
Total Contacts Handled: Indicates the total number of contacts (voice, email, social, and chat) handled.
Total Contacts Abandoned: Indicates the total number of contacts (voice, email, social, and chat) abandoned.
Average Handled Time: Indicates the average time that is taken to handle a contact (voice, email, social, and chat).
Longest Contact in Queue: Indicates the time in queue for the contact (voice, email, social, or chat) with the longest waiting time.
Contact Details in Queue: Shows the details of contacts (voice, email, social, and chat) that are currently in queue.

In addition, the Team Details - Historical dashboard displays the following information in a specified duration and time interval:

Teams
Agents in Teams
Agent Login
Contacts handled by the agents

You can filter the data using the following filters available in the dashboard:

Agent Name
Team Name
Interval
Duration

Agent State Data - Realtime

As an administrator or supervisor, you can monitor the agent state data using the Agent State Data - Realtime dashboard. The dashboard displays the following information:

The name of the agent.
The site and team to which the agent is assigned.
The login time of the agent.
The most recent known state of the agent.
The duration for which the agent has been in the most recent state.
The idle code, if the agent is in the Idle state.

The filters at the top of the dashboard enable you to display the agent state data for selected sites, teams, or agents. The list of sites, teams, or agents available in the filters depends on the teams or sites to which the administrator or supervisor has access rights. For more information, see Access Rights.

Agent State Data - Realtime dashboard provides you the ability to sign out agents based on the agent state. The most recent agent states and descriptions are available in the following table.

Most Recent State	Indicates that
Connected	The agent is connected to at least one channel. This state includes Ringing and Wrap-Up also. An icon indicates the most recently connected channel in the State Duration field.
Available	The agent is available on the desktop, but hasn’t received an active contact.
Idle	The agent has set an Idle state. Check the Idle Code field for more information.

An option to forcefully sign out an agent is available, if a regular sign out is not possible. The administrator or supervisor should exercise caution while forcefully signing out the agent, as the agent's current contacts are cleared.

For Chat and Email channels, when the supervisor tries to forcefully sign out an agent from the Management Portal, the agent gets signed out; but the chat session remains open. The contact clean up functionality is not available for these channels.

To sign out an agent, click Sign Out in the Action field. You receive a notification that the agent is successfully signed out.

You can access the Agent State Data - Realtime dashboard only if you have View or Edit permissions to the Logout Agents module. To sign out agents, you must have Edit permissions to the module. For more information, see Module Settings.

The Social channel type appears in the reports if your enterprise has purchased the Social Channel add-on.
The Deployment Name filter appears only for Cloud Connect users.

For more information about reports, see the Types of Records Available in Each Repository section in the Webex Contact Center Analyzer User Guide.

Change User Interface Colors

You can set colors or skins in the selection panel and in the banner on the pages:

1	Click the Gears icon at the top-right corner of the Management Portal.
2	Click the tab displaying the Wrench icon, and select a skin. The colors change immediately.
3	(Optional) Click the Reset icon to restore the default color.

Create a Custom Theme

You can customize the banner color and images for the Management Portal user interface by creating a custom theme. You must have proper authorization to customize the user interface.

To create a custom theme:

1	Click the Gears icon at the top-right corner of the Management Portal.
2	Click the tab displaying the Custom Theme icon.
3	In Banner Color, enter the HTML (hexadecimal) code for a color or click the small box on the right and select a color.
4	(Optional) Click the folder button for each listed image type, navigate to the image file in your system that you want to use, and click Open. The supported file types are PNG, JPG, JPEG, and GIF.
5	Click Save. The user interface updates with the new theme.
6	(Optional) Click Reset to revert your changes.

View and Regenerate Your API Key

To view or regenerate your API key:

1	Click the Gears icon at the top-right corner of the Management Portal.
2	Click the tab displaying the API Key icon.
3	(Optional) Click the link to view the API key.
4	Click Regenerate Key to regenerate your API key.

Access Audit Trail Reports

The Audit Trail page provides an interface where you can view details about the provisioning module changes to your account in last three years. However, you can fetch data for a seven-day period only. You can also download the details in a Microsoft Excel or an Adobe PDF file. Ensure that you have permission to view the reports.

To display an audit trail report:

From the Management Portal navigation bar, choose Audit Trail.

Select the filters:

Call Status	Description
Entity	Select the entity from the drop-down. Entities are the items in the provisioning database tables.
Action	Select the action performed on the selected entity, such as Create, Delete, and Update.
Time Period	Select a date range of seven days from the calender controls.

Click Apply Filters.

(optional) Click Download PDF or Download EXCEL to download the report.

Provisioning Webex Contact Center Resources

Provisioning your Webex Contact Center is an important step that includes various tasks for setting up the Webex Contact Center. Refer to the following sections for details.

Tenant Settings

Entry Points and Queues

Outdial Automatic Number Identification (ANI)

Reports for the Provisioned Items

Tenant Settings

You can now access tenant settings directly from the Control Hub of newly enhanced Webex Contact Center. For more information, visit Tenant Settings help on Webex Help Center.

If you are still accessing tenant settings through Webex Contact Center Management Portal, you can continue with the following instructions.

You can use the Webex Contact Center Management Portal to configure the tenants that your administrator provisions for your enterprise. To view the tenant settings for your enterprise, click your enterprise name under the Provisioning module in the navigation bar.

Click the following tabs to configure the tenant settings:

General Settings
Desktop Settings
Provisioning
Settings

General Settings

The General Settings tab displays the following settings.

In the following table, the check mark (✓) at the Tenant column indicates the settings that the authorized users of your enterprise specify. Similarly the ✓ mark in the Partner column identifies the settings that the partner administrator specifies. The ✓ in the Webex Contact Center column identifies the settings that the Webex Contact Center administrator specifies.

To modify the settings, click Edit at the bottom of the page.

Setting	Description	Tenant	Partner	Webex Contact Center
Tenant Details
Name	The name of your enterprise.	✓	✓	✓
Description	(Optional) The description for your enterprise.	✓	✓	✓
Time Zone	The time zone that you provision for your enterprise. For more information, see About Time Zones.	✓	✓	✓
Status	The status of the tenant. You cannot change the status of the tenant.

Desktop settings

The Desktop section displays the following settings.

Agent experience: Set the inactivity timeout and auto wrap-up interval.
Voice features: Enable or disable force default DN, end call, and end consult.
RONA timeouts: Configure RONA (Redirection on No Answer) timeouts for unanswered calls.
System settings: Set lost connection recovery timeouts.

Manage RONA timeouts

The contact center administrators can manage the Redirection on No Answer (RONA) timeout settings for agents and customers.

To configure the RONA timeout settings for both inbound and outbound call scenarios:

Navigate to Services > Contact Center > Settings > Desktop.

In the RONA timeouts section, enter the timeout values in seconds, for the channels.

The table shows the default value and the allowed range for the RONA timeout settings.

Channels	Default Value (seconds)	Minimum Value (seconds)	Maximum Value (seconds)
Telephony (inbound and outbound)	18	1	120
Chat	30	1	6000
Email	300	1	6000
Social	30	1	6000

For inbound call scenarios, Webex Contact Center connects the customer call to the agent session for the duration of the unanswered call. The call is then redirected to another agent or skill group. For example, if the Telephony default value is set to 18 seconds and the agent does not receive the call within the specified time, the call goes to RONA state. Webex Contact Center returns the call to the queue and re-routes it to another agent or skill group.
For outbound call scenarios, the configured time is inclusive of both agent and customer accepting the expected call for the specified duration. Webex Contact Center will first connect to the agent for the time specified and the remaning time will be utilized to connect to the customer. For example, if the Telephony default value is set to18 seconds and it takes 2 seconds to connect to the agent, the remaining 16 seconds will be utilized to connect to the customer. It is recommended to set an optimal time that balances both the time of the agent and the customer/devices handling the calls.

Click Save.

Provisioning

The Provisioning tab displays the following settings. The partner administrator and the Webex Contact Center administrator specify these settings.

To modify the settings, click Edit at the bottom of the page.

Setting	Description
System Profile
Workforce Options	Allows the supervisors to manage the human resources. Supervisors can proactively analyze and adjust for daily realities and make smarter decisions to manage resources to optimize service levels. Workforce Options enable one or more of the following Workforce Optimization options for your enterprise: Quality Management Workforce Management WFO Analytics Workforce Analytics with Transcriptions Workforce Optimization Bundle The availability of these features depends on your license. Contact your organization administrator for more information.
Campaign Management	Enables the third-party software List and the Campaign Manager (LCM) module for a tenant. LCM manages the upload, selection, and rescheduling of contacts. It also provides campaign manager reports. The availability of this feature depends on your license. Contact your organization administrator for more information.
Speech Enabled IVR	If this setting is Yes, your enterprise allows customers to post questions or concerns in plain language to the system. The availability of this feature depends on your license. Contact your organization administrator for more information.

Settings

The Settings tab displays the following settings. An asterisk (*) indicates that the settings are not available to tenants with standard licenses.

In the table below, the ✓ mark in the Tenant column indicates the settings that authorized users of your enterprise specify. Similarly, the ✓ mark in the Partner column identifies the settings that the partner administrator specifies. The ✓ in the Webex Contact Center column identifies the settings that the Webex Contact Center administrator specifies.

To modify the settings, click Edit at the bottom of the page.

Setting	Description	Tenant	Partner	Webex Contact Center
Call Settings
Short Call Threshold	The time interval, in seconds, to determine whether the call is short or abandoned.	✓	✓	✓
Sudden Disconnect Threshold	The time interval in seconds to determine whether the agent handles the call or the call ends. The time determines if there is an issue with the connectivity or with the behavior of the agent. You can consider a call as disconnected, if the call terminates within this time interval after it reaches a destination site.	✓	✓	✓
Default Outdial ANI	The default dial number for the tenant to make outdial calls. The default dial number is displayed in the customer's caller ID, if an agent does not select a specific outdial ANI (Automatic Number Identification) for an outdial call. To be available as the default outdial ANI, the dial number must be mapped to an entry point. For more information, see Entry Point Mappings. By default, the first dial number that is mapped to an entry point is displayed as the default outdial ANI. If a dial number is not mapped to an entry point, the Default Outdial ANI field indicates `Not Configured`. To select a default outdial ANI for the tenant, click Edit at the bottom of the page. The Default Outdial ANI drop-down list contains all of the existing dial numbers that are mapped to entry points. To set a dial number as the default outdial ANI, select the dial number from the drop-down list.			✓
Timeout Settings
Desktop Inactivity Timeout	Desktop Inactivity Timeout enables you to automatically sign out an agent from the desktop after being inactive for the specified time. An agent is considered inactive for not performing any activity on the Agent Desktop while in the Idle state. Agent activity includes handling contacts, working on custom widgets, or performing any task on the Agent Desktop. The default setting is set to No. If the setting remains at No, then the agents who are signed in will be charged for agent license usage until their session is explicitly signed out. If the setting is Yes, system automatically signs out an agent after being idle for the provided timeout duration. You can provide an idle timeout value from 3 to 10,000 minutes.	✓	✓	✓
Concurrent Voice Contact Settings
Concurrent Voice Contact Entitlements	The number of concurrent voice contact sessions that the tenant is entitled to. This entitlement is based on the following formula: ((Number of committed Standard Agent licenses + Number of committed Premium Agent licenses) x 3) + Number of Add-on IVR port licenses One session (interaction) in surge protection includes all the inbound and outbound calls related to that session. For zero commitment orders, the default value of Concurrent Voice Contact Entitlements is: 100 + Number of Add-on IVR port licenses You cannot modify the value of Concurrent Voice Contact Entitlements.
Voice Contact Surge Percentage	The percentage of voice contact sessions that the tenant can have, over and above the Concurrent Voice Contact Entitlements. The default surge percentage is 30%.
Maximum Concurrent Voice Contact Threshold	The maximum number of concurrent voice contact sessions that are allowed for the tenant. The contact center drops any inbound or outbound voice contacts after reaching this threshold. This value is derived from the Concurrent Voice Contact Entitlements and the Voice Contact Surge Percentage fields. For example, if the concurrent voice contact entitlements is 300 and the surge percentage is 30% (default value), the Maximum Concurrent Voice Contact Threshold is calculated as: 300 x 1.3 = 390 If the Maximum Concurrent Voice Contact Threshold is insufficient for your business requirements for a short duration, submit a service request to Cisco Support to have the value adjusted. Cisco Support will adjust the surge percentage to ensure that the required Maximum Concurrent Voice Contact Threshold is available for your tenant. This field is for production traffic only and reverts to the previous entitlement unless you purchase license in 7 days. This feature is not meant for load testing or any non-production use. Use this field only if there is evidence of calls being rejected. Be wary that if you increase the surge percentage then your monthly invoice may also increase as per the overage.
Concurrent Digital Contact Settings
Concurrent Digital Contact Entitlements	The number of concurrent digital contact sessions that the tenant is entitled to. This entitlement is based on the following formula: (Number of committed Standard Agent licenses + Number of committed Premium Agent licenses) x 2 x 15 For zero commitment orders, the default value of concurrent digital contact entitlements is: 100 x 15 You cannot modify the value of concurrent digital contact entitlements.
Digital Contact Surge Percentage	The percentage of digital contact sessions that the tenant can have, over and above the concurrent digital contact entitlements. The default surge percentage is 30%.
Maximum Concurrent Digital Contact Threshold	The maximum number of concurrent digital contact sessions that are allowed for the tenant. The contact center drops any new digital contacts after reaching this threshold. The value of Maximum Concurrent Digital Contact Threshold is set to 30% higher than the concurrent digital contact entitlements. Maximum Concurrent Digital Threshold = Concurrent Digital Contact Entitlements * 1.3. This value is derived from the Concurrent Digital Contact Entitlements and the Digital Contact Surge Percentage fields: Maximum Concurrent Digital Threshold = (Number of committed Standard Agent licenses + Number of committed Premium Agent licenses) x 2 x 15 x 1.3 For example, if the concurrent digital contact entitlements is 300 and the surge percentage is 30% (default value), the maximum concurrent digital contact threshold is calculated as: 3001.3 = 390 For zero commitment orders, the maximum concurrent digital contact threshold is: Max Concurrent Digital Contact Threshold = Concurrent Digital Contact Entitlement 1.3 = 1500 * 1.3 When incoming contacts are rejected because of the surge, the associated flow generates a flow error on its node. You can find the details of the error in the Surge Protection Statistics report. If the maximum concurrent digital contact threshold is insufficient for your business requirements for a short duration, submit a service request to Cisco Support to have the value adjusted. Cisco Support will adjust the surge percentage to ensure that the required maximum concurrent digital contact threshold is available for your tenant. This field is for production traffic only and reverts to the previous entitlement unless you purchase a license in 7 days. This feature is not meant for load testing or any non-production use. Use this field only if there is evidence of calls being rejected. Be wary that if you increase the surge percentage then your monthly invoice may also increase as per the overage.
Other Settings
Maximum Callback Attempts	The number of times the system attempts a requested callback if the initial callback attempt fails.	✓	✓	✓
Retry Callback Interval	The number of seconds between the callback attempts in case the initial callback attempt fails.	✓	✓	✓
Pause/Resume Enabled	If this setting is Yes, agents can pause and resume recording a call. For example, the agent can pause a call recording while obtaining sensitive information from the customer, such as credit card information. If this setting is No, you can enable this feature for individual queues at another time. You can use this feature only if your administrator enables the Privacy Shield feature for your enterprise. For more information, contact your administrator.	✓	✓	✓
Recording Pause Duration	This setting specifies the amount of time for which the system pauses the call recording. After the time has elapsed, the system automatically starts recording the call.	✓	✓	✓
Check Agent Availability	If this setting is Yes, the system does not route any contacts to the teams with no logged-in agents. If this setting is No, you can enable this setting for individual queues. For more information, see Adding an Entry Point or Queue.	✓	✓	✓
Record All Calls	If this setting is Yes, the system records all inbound and outdial calls. If this setting is No, the system records calls based on the settings for each queue.	✓	✓	✓

Entry Points and Queues

You can configure and map Entry points and Queues through the Control Hub now, following their decommissioning from the Tenant Management Portal. For updated help, refer to Set up a Channel for creating an Entry Point and Manage Queues articles.

See Administrator's help for Webex Contact Center to find updated content on all migrated entities.

Sites

You can configure Sites through Control Hub now, following its decommissioning from the Tenant Management Portal. For updated help, refer to Manage sites article.

See Administrator's help for Webex Contact Center to find updated content on all migrated entities.

Teams

Teams are now accessible through the Control Hub, following its decommissioning from the Tenant Management Portal. For updated help, refer to Manage teams article.

See Administrator's help for Webex Contact Center to find updated content on all migrated entities.

Users

User configuration is accessible through the Control Hub now, following its decommissioning from the Tenant Management Portal. For updated help, refer to Add Users article.

See Administrator's help for Webex Contact Center to find updated content on all migrated entities.

User Profiles

User configuration is accessible through the Control Hub now, following its decommissioning from the Tenant Management Portal. For updated help, refer to Manage User Profiles article.

See Administrator's help for Webex Contact Center to find updated content on all migrated entities.

Work Types

When you create an idle or wrap-up code, you associate it with a work type. Work types group idle and wrap-up codes in auxiliary reports.

Create a Work Type

To create a work type:

From the Management Portal navigation bar, choose Provisioning > Work Types.

Click + New Work Type.

Enter the following details and click Save:

Setting	Description
Name	Enter a name for the work type.
Description	(Optional) Enter a description of the work type.
Type	Specify the type of auxiliary code to associate with the work type.

Edit a Work Type

To edit a work type:

From the Management Portal navigation bar, choose Provisioning > Work Types.

Click the ellipsis icon beside the work type that you want to edit and click Edit. Except the Type, you can edit the following settings:

Setting	Description
Name	Edit the name for the work type.
Status	You cannot edit the status. It can only be changed if the Restore option is used. You cannot assign an inactive work type to an auxiliary code.
Description	(Optionally) Edit the description of the work type.
Type	Specifies the type of auxiliary code. You cannot edit this setting.

Deactivate a Work Type

You cannot deactivate a work type if there are any auxiliary codes that are associated with the work type. When you try to deactivate such a work type, a message informs you that you cannot deactivate the work type. You can click the information icon in the message to view the list of entities that you have associated with this work type.

After you deactivate a work type, you can still see it in the Work Types page as Not Active work types. Historical reports also display details of the deactivated work types.

To deactivate a work type:

1	From the Management Portal navigation bar, choose Provisioning > Work Types.
2	Click the ellipsis icon beside the work type that you want to deactivate and click Mark Inactive.
3	Click Yes to confirm. The status of the work type changes to Not Active. Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

Activate a Work Type

To activate a work type:

1	From the Management Portal navigation bar, choose Provisioning > Work Types.
2	Click the ellipsis icon beside the work type that you want to activate and click Restore.
3	Click Yes to confirm. The status of the work type changes to Active.

Auxiliary Codes

Idle or wrap up codes are two types of Auxiliary codes. Agents select Idle or Wrap-Up codes in Webex Contact Center Agent Desktop to indicate their unavailability or status of the customer contacts. Idle codes typically indicate why an agent is not available to take customer contacts, such as during a lunch break or meeting. Wrap-up codes indicate the result of the customer contacts, for example, the agent escalated the contact, or sold a service.

You associate each idle or wrap-up code with a work type. Work types are values that the system uses to group idle and wrap-up codes in auxiliary reports. For more information, see Create a Work Type.

Agents can use an idle or wrap-up code if you assign the code to their profile.You must add at least one idle code and one wrap-up code in a desktop profile. For more information, see Desktop Profiles.

If your enterprise uses the outdial feature, it is recommended that you create a wrap-up code such as Outdial Failed. Agents can use this code when they are in the wrap-up state after initiating an outdial call that fails to connect.

Create Idle or Wrap-Up Codes

To create an idle or wrap-up code:

From the Management Portal navigation bar, choose Provisioning > Auxiliary Codes.

The Aux Codes Idle Codes page appears. To view the list of wrap-up codes, click Wrap Up Codes at the top of the page.

Click + New Idle Code or + New Wrap Up Code.

Enter the following details and click Save.

Is System Auxiliary Code	Click Yes or No to indicate whether this is the system code. System auxiliary codes are used by the multimedia subsystem.
Status	Displayed on the View and Edit pages to specify whether the code is Active or Not Active.

Setting	Description
Name	Enter the code name.
Description	(Optional) Enter a description of the code.
Is Default	Click Yes or No to indicate whether this is the default code. If this is the first idle or wrap-up code for your organization, you must make it the default. You can modify it later after you create more codes. When you make a code default, the system overrides the existing default code. At one point, there can be only one default code each for Idle and wrap-up. You must assign the default idle and wrap-up codes in desktop profiles. For more information, see Desktop Profiles. The default wrap-up code is used when the agent’s profile specifies Auto Wrap Up. These agents do not enter wrap-up codes. Instead, they automatically go into the Available state after completing an incoming call and automatically go into the Idle state after making an outdial call. The default idle code is used when the agent initially logs in and after the agent makes an outdial call if the agent’s profile specifies Auto wrap-up.
Work Type	Select the work type that you want to associate with this code.

Edit Idle or Wrap-Up Codes

From the Management Portal navigation bar, choose Provisioning > Auxiliary Codes.

Click the ellipsis icon beside the idle or wrap-up code that you want to edit and click Edit.

Enter the following details and click Save.

Setting	Description
Name	Enter the code name.
Description	(Optional) Enter a description of the code.
Is Default	Click Yes or No to indicate whether this code is the default code. If this code is the first idle or wrap-up code that you create, you must make it the default code. You can modify it later after you create other codes. You must include the default idle and wrap-up codes in desktop profiles. For more information, see Desktop Profiles. The system uses the default wrap-up code when the profile of the agent specifies Auto Wrap Up. These agents do not enter wrap-up codes. Instead, they automatically go into the Available state after completing an incoming call and automatically go into the Idle state after making an outdial call. The system uses the default idle code when the desktop profile has Auto Wrap enabled.
Is System Auxiliary Code	Click Yes or No to indicate whether this code is the system code. The multimedia subsystem uses the System auxiliary codes.
Work Type	Select the work type that you want to associate with this code.

Delete Idle or Wrap-up Codes

You cannot delete the idle or wrap-up code that is set as default. A message informs you that you cannot suspend or delete the default aux-code if you try to delete it. You must set another idle or wrap-up code to default before deleting the chosen wrap-up or idle code. See Edit Idle or Wrap-Up Codes to change the default setting.

1	From the Management Portal navigation bar, choose Provisioning > Auxiliary Codes.
2	Click the ellipsis icon beside the idle or wrap-up code and click Mark Inactive.
3	Click Yes to confirm. The status of the idle or wrap-up code changes to Not Active. Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

Desktop Profiles

You can configure Desktop Profiles through Control Hub now, following its decommissioning from the Tenant Management Portal. For updated help, refer to Manage Desktop Profiles article.

See Administrator's help for Webex Contact Center to find updated content on all migrated entities.

Address Books

Address books contain entries with phone numbers. Instead of entering a number manually when starting a call, agents can use the address book to select an entry to dial. Agents can access an address book after you add it to their Desktop Profile. For more information, see Dial Plan in Desktop Profiles.

You can create address books that are available to all sites or only to a specific site. The value of Maximum Address Books in the tenant settings of your enterprise determines the number of address books that you can create. For more information, see Tenant Settings.

When an address book is updated, the administrator must inform the agents to reload the bowser or sign out and sign in again to view the updates.

Create an Address Book

To create a new address book:

From the Management Portal navigation bar, choose Provisioning > Address Book.

Click + New Address Book.

Enter the following details and click Save.

Setting	Description
Name	Enter a name for the address book.
Description	(Optional) Enter a description for the address book.
Parent Type	Select a parent type: Tenant: The address book is available to all sites at your enterprise. Site: The address book is only available for a specific site.
Parent Name	Select the site for the address book to be available. This field is available only if you select the Parent Type as Site.

(Optional) In the Entry List, click the + icon to add new entries in the address book.

In the Add Address Book dialog box, enter the following details:

Setting

Description

Name

Enter the name of the entry.

Phone Number

Enter the phone number for the entry.

You can specify the phone number in one of the following formats:

E.164 number format: [+][Country Code][Number]

Example: +11234567890
IDD (International Direct Dialing) format: [IDD][Country Code][Number]

Example: 01161123456789

The maximum number of entries in an address book is 6000. For more information on bulk operations on an address book, see Bulk operations in Webex Contact Center.

Edit an Address Book

You can edit the general settings and the entries of an address book.

From the Management Portal navigation bar, choose Provisioning > Address Book.

Click the ellipsis button beside the address book that you want to edit and click Edit.

You can edit the following fields in the General Settings tab:

Setting	Description
Name	Edit the name of the address book.
Description	Edit the description of the address book.
Parent Name	Edit the site for the address book. This field is available only if the parent type is Site.

In the Entry List section, under the Action column, click the edit button to edit an entry.

You can edit the following in the Edit Address Book dialog box:

Setting

Description

Name

Edit the name of the entry.

Phone Number

Edit the phone number of the entry.

You can specify the phone number in one of the following formats:

E.164 number format: [+][Country Code][Number]

Example: +11234567890
IDD (International Direct Dialing) format: [IDD][Country Code][Number]

Example: 01161123456789

(Optional) In the Entry List section, under the Action column, click Delete to delete an entry.

(Optional) Click the + icon to add a new entry to the entry list.

Click Save.

Delete an Address Book

You cannot delete an address book if you associate it with any other entities such as, desktop profile. When you try to delete these address books, you get an error message. Click the information icon at the end of the message to view the list of all the associated entities.

1	From the Management Portal navigation bar, choose Provisioning > Address Book.
2	Click the ellipsis icon beside the address book that you want to delete and click Delete.
3	Click Yes to confirm.

Outdial Automatic Number Identification (ANI)

The Outdial Automatic Number Identification (ANI) feature allows an agent to select a phone number as the caller ID for an outdial call.

To make an outdial ANI list available to an agent, add the outdial ANI list to a Desktop Profile, and assign the profile to the agent. For more information, see Desktop Profiles.

Create an Outdial ANI

To create an outdial ANI:

From the Management Portal navigation bar, choose Provisioning > Outdial ANI.

Click + New Outdial ANI.

Enter the following details in the General Settings section:

Field	Description
Name	Enter a name for the outdial ANI.
Description	(Optional) Enter a description for the outdial ANI.

The Name and Description fields allow alphanumeric characters, space, hyphen (-), and underscore ( _ ).

Click the + icon in the Outdial ANI Entry List section to add a new outdial ANI entry.

Enter the following details in the Add Outdial ANI dialog:

Field

Description

Name

Enter a name for the outdial ANI entry.

The field allows alphanumeric characters, space, hyphen (-), and underscore ( _ ).

Number

Choose a dial number from the drop-down list. The drop-down list displays only the dial numbers that are mapped to entry points. For more information, see Entry Point Mappings.

Repeat Step 5 and Step 6 to add another outdial ANI entry to the list.

Click Save.

Newly added entries are in the Outdial ANI Entry List section.

Edit an Outdial ANI

To edit an outdial ANI:

1	From the Management Portal navigation bar, choose Provisioning > Outdial ANI.
2	Click the ellipsis icon beside the outdial ANI that you want to edit and click Edit.
3	You can edit the following: General Settings section—Edit the Name or Description of the outdial ANI. Outdial ANI Entry List section—Edit the name or dial number of an outdial ANI entry. In the Action column, click the Edit icon next to an entry. Edit the outdial ANI entry Name or Number. (Optional) To delete an entry, click the corresponding Delete icon in the Action column. Click Yes to the prompt message to confirm the deletion.
4	Click Save.

Delete an Outdial ANI

You cannot delete an outdial ANI if you have associated it with any entity, for example, a desktop profile.

To delete an outdial ANI:

1	From the Management Portal navigation bar, choose Provisioning > Outdial ANI.
2	Click the ellipsis icon beside the outdial ANI that you want to delete and click Delete.
3	Click Yes to confirm.

Dial Plans

The Dial Plan page allows you to define validation criteria for the:

Dial Number (DN) that an agent uses to sign in to the Agent Desktop.
DN that an agent uses for outdialing.

If you satisfy the validation prerequisites, the system validates DNs that agents enter in the Desktop environment against the syntax rules that are defined in one or more dial plans. The following table describes the validation prerequisites.

DN usage	Validation prerequisites
Agent Desktop sign-in	Configure Desktop Profiles > Agent DN Validation as follows: Set Validation for Agent DN to Validation Criteria (Select from list). Set Validation Criteria field to Specific. Choose a dial plan from the drop-down list in the Select Validation Criteria field. Default dial plans and any dial plan you create appear in this list.
Outdial calls	Configure Desktop Profiles > Dial Plan as follows: Set Outdial Enabled to Yes. Set Dial Plan Enabled to Yes. Choose a dial plan from the drop-down list in the Select Dial Plan field. Default dial plans and any dial plan you create appear in this list. Note: Agents use the Desktop dial pad to make outbound calls. To display the dial pad, you must have the correct setup. Contact your administrator for the setup.

DN usage

Validation prerequisites

Agent Desktop sign-in

Configure Desktop Profiles > Agent DN Validation as follows:

Set Validation for Agent DN to Validation Criteria (Select from list).
Set Validation Criteria field to Specific.
Choose a dial plan from the drop-down list in the Select Validation Criteria field. Default dial plans and any dial plan you create appear in this list.

Outdial calls

Configure Desktop Profiles > Dial Plan as follows:

Set Outdial Enabled to Yes.
Set Dial Plan Enabled to Yes.
Choose a dial plan from the drop-down list in the Select Dial Plan field. Default dial plans and any dial plan you create appear in this list.

Note: Agents use the Desktop dial pad to make outbound calls. To display the dial pad, you must have the correct setup. Contact your administrator for the setup.

If you allow agents to enter DNs without requiring validation and their entries don't comply with valid syntax, the Desktop rejects sign-ins and outbound calls fail.

You can choose from two default dial plans and create new dial plans. The default dial plans are:

US
Any Format

The default US dial plan accepts entries such as:

1-800-555-1234 
1 (800) 555-1234 
18005551234 
18005551234,,,222

In this example, commas indicate pauses before entry of an extension number.

The default Any Format dial plan accepts entries such as:

123
5551234
555-1234
8005551234
1800FLOWERS
bruce.matthews

You can use the Any Format dial plan to validate a DN, the first part of an email address, or a Session Initiation Protocol (SIP) uniform resource identifier (URI).

All dial plans require a regular expression for the system to recognize what defines a valid entry. The regular expression comprises the syntax rules that the system uses to interpret what is valid.

You can create separate dial plans with appropriate regular expressions to specify the required syntax for the:

DN that an agent uses to sign in to the Desktop Station Credentials pop-up window.
DN an agent enters in the Enter number to call field of the Desktop dial pad.

Optionally, you can specify a prefix and characters that the system must strip from the entry in the dial pad.

The regular expressions of the default dial plans are described in the following sections. You can refer to the syntax rules that are described in these sections to guide you in formulating regular expressions for the dial plans you create.

Regular expression for the default US dial plan
Regular expression for the default Any Format dial plan

For an outdial call, the system performs the following steps to determine the validity of an entry an agent makes in the Enter number to call field of the Desktop dial pad:

Strip the characters specified in the dial plan’s Stripped Characters field from the entry in the Enter number to call field.

In the default US and Any Format dial plans, the specified Stripped Characters are left parenthesis, right parenthesis, space, and hyphen.
Validate the resulting entry according to the criteria defined in the regular expression of the chosen dial plan. If the entry meets the criteria, it's deemed valid.
If the entry is invalid, prepend the entry that is specified in the Prefix field.

In the US dial plan, the specified prefix is number 1.
Validate the resulting entry according to the defined regular expression again.

Regular expression for the default US dial plan

The regular expression that is specified for the US dial plan is:

1[0-9]{3}[2-9][0-9]{6}([,]{1,10}[0-9]+){0,1}

Following is a description of what this regular expression specifies.

The first digit must be 1.
Three digits in the range of 0–9 must follow.

{3} means 3 digits in the preceding range [0-9]
One digit in the range of 2-9 must follow.
Six digits in the range of 0-9 must follow.

{6} means six digits in the preceding range [0-9]
Zero or one occurrence of the following sequence can follow: between one and ten commas [,] followed by one or more digits [0-9].

{1,10} means one to ten pauses as specified by one comma [,] per pause

+ means one or more digits in the preceding range [0-9]

{0,1} means zero or one occurrence of the sequence of pauses [,] followed by one or more digits in the preceding range [0-9]

Regular expression for the default Any Format dial plan

The regular expression that is specified for the Any Format dial plan is:

([0-9a-zA-Z]+[-._])*[0-9a-zA-Z]+

Following is a description of what this regular expression specifies.

The dial pad entry can start with zero or more sets of the following sequence:

one or more alphanumeric characters [0-9a-zA-Z] followed by one hyphen, period, or underscore [-._].
- + means one or more alphanumeric characters in the preceding range [0-9a-zA-Z]
- * means zero or more of the preceding sequence of alphanumeric characters [0-9a-zA-Z] followed by one hyphen, period, or underscore [-._].
One or more alphanumeric characters [0-9a-zA-Z] must follow.

Create a Dial Plan

Before you begin

You require Administrator privileges to complete this procedure.

From the Management Portal navigation bar, choose Provisioning > Dial Plan.

The Dial Plan page appears. This page displays a list of existing dial plans.

Click + New Dial Plan.

Configure the following settings.

Setting	Description
Name	Enter a name for the Dial Plan. You can assign one or more dial plans to an agent when you create or edit the agent's profile, and when you configure Agent DN validation.
Regular Expression	Enter a regular expression. The regular expression comprises the valid syntax for dial numbers (DN) the agent enters in the Desktop environment. Each dial plan requires a regular expression. For examples of the regular expressions of the default dial plans, see the following sections. Use the examples shown in these sections to formulate regular expressions for the dial plans you create. Regular expression for the default US dial plan Regular expression for the default Any Format dial plan
Prefix	(Optional) Enter a prefix that the system automatically adds to the phone number that the agent enters. For example, enter the digit 1 for long-distance calls within the United States. The system adds a prefix only if the agent does not add it when entering a DN in the Desktop environment.
Stripped Character	Enter the characters that the system removes from the DN that an agent enters in the Desktop environment. The system automatically removes the following characters from the number that an agent enters: left and right parentheses, space, and hyphen.

Click Save.

Edit a Dial Plan

Before you begin

You require Administrator privileges to complete this procedure.

From the Management Portal navigation bar, choose Provisioning > Dial Plan.

The Dial Plan page appears. This page displays a list of existing dial plans.

Click the ellipsis icon beside the dial plan you want to edit and choose Edit.

The Edit Dial Plan page appears.

You can edit the settings described in the following table. When you are done editing, click Save.

Setting	Description
Name	Edit the name of the Dial Plan.
Regular Expression	Edit the Regular Expression. The regular expression comprises the valid syntax for dial numbers (DN) the agent enters in the Desktop environment. Each dial plan requires a regular expression.
Prefix	Enter a DN in the Desktop environment.
Stripped Character	Edit the Stripped Character. The system automatically removes the following characters from the number that the agent enters: left and right parentheses, space, and hyphen.

Delete a Dial Plan

Before you begin

You require Administrator privileges to complete this procedure.
Before deleting a dial plan, ensure that it isn't provisioned for a desktop profile or used to validate an agent's sign-in Dial Number (DN). If you can't delete a dial plan, contact your Full Administrator.

1	From the Management Portal navigation bar, choose Provisioning > Dial Plan The Dial Plan page appears. This page displays a list of all existing dial plans.
2	Click the ellipsis icon beside the dial plan you want to delete and choose Delete. The Heads Up! dialog box appears.
3	Click Yes to confirm.

Global Variables

You can configure Global Variables through Control Hub now, following its decommissioning from the Tenant Management Portal. For updated help, refer to Manage Global Variables article.

See Administrator's help for Webex Contact Center to find updated content on all migrated entities.

Multimedia Profiles

You can configure Multimedia Profiles through Control Hub now, following its decommissioning from the Tenant Management Portal. For updated help, refer to Manage Multimedia Profiles article.

See Administrator's help for Webex Contact Center to find updated content on all migrated entities.

Desktop Layout

You can configure Desktop Layout through Control Hub now, following its decommissioning from the Tenant Management Portal. For updated help, refer to Manage Desktop Layouts and Create custom desktop layout articles.

See Administrator's help for Webex Contact Center to find updated content on all migrated entities.

Skill Definitions

You can create Skill Definitions through the Control Hub now, following its decommissioning from the Tenant Management Portal. For updated help, refer to Manage Skill Definitions article.

See Administrator's help for Webex Contact Center to find updated content on all migrated entities.

Skill Profiles

You can configure Skill Profiles through Control Hub now, following its decommissioning from the Tenant Management Portal. For updated help, refer to Manage Skill Profiles article.

See Administrator's help for Webex Contact Center to find updated content on all migrated entities.

Threshold Rules

If your enterprise uses the Threshold Alerts feature, authorized users can create threshold rules to monitor agent and call data.

Call Metrics

You can configure threshold rules for call metrics. For each rule, specify a value that triggers the alert. Configure call metrics as described in this table.

Table 1. Call Metrics
Metric	Entity Type	Trigger Value Type
Abandoned Calls	Queue	Count
Average Queue Time	Queue	Duration
Average Speed of Answer	Queue	Duration
Blind Transferred Calls	Queue	Count
IVR Calls	Entry Point	Count
Longest Time in Queue	Queue	Duration
Number of Calls in Queue	Queue	Count
Overflow Calls	Queue	Count
Service Level Threshold	Queue	Percentage
Short Calls	Entry Point	Count
Transferred Calls	Queue	Count

Agent Metrics

You can configure rules for agent metrics. For each rule, specify a value that triggers the alert. Configure agent metrics as described in this table.

From the list of metrics given the table below, Webex Contact Center supports only following three: Available Agents, Idle Agents, and Number of Logged in Agents.

Table 2. Agent Metrics
Metric	Entity Type	Trigger Value Type
Available Agents	Site or Team	Count
Connected Agents	Site or Team	Count
IB Average Handle Time	Site or Team	Duration
Idle Agents	Site or Team	Count
Not Responding Agents	Site or Team	Count
Number of Agents in Outdial	Site or Team	Count
Number of Logged in Agents	Site or Team	Count
OB Average Handle Time	Site or Team	Duration
Occupancy	Site or Team	Percentage

By default, the maximum number of rules that are allowed for a tenant is 50. To increase this to a higher limit, contact Cisco Support.

Create a Threshold Rule

A threshold alert is displayed in the Agent Peformance Statistics report on the Agent Desktop if you set Agent Viewable to Yes for the threshold rule and select the threshold alert in the desktop profile. For more information, see Desktop Profiles.

From the Management Portal navigation bar, choose Provisioning > Threshold Rules.

On the Threshold Rules page:

Click + New Threshold Rule.
To delete a threshold rule, click the ellipsis button beside a listed rule and click Delete. In the confirmation dialog box, click OK.

Specify or change the settings for the rule. You can specify or change the following settings in the General Settings area:

Setting	Description
Name	Enter a name for the rule.
Description	Enter a short description for the rule.
Entity Type

You can specify or change the following settings in the Entity Information area:

Setting	Description
Metric Type	Specify whether this is an Agent Threshold or a Call Threshold.
Entity	Choose the entry point, queue, site, or team to which the rule is applicable. This setting is not applicable if the entity type is Agent.

You can specify or change the following settings in the Threshold Information area:

Setting	Description
Threshold Metric	Choose a value from the drop-down list. The list displays only those metrics that are applicable to the selected entity type.
Operand	Choose a value from the drop-down list: > (greater than) >= (greater than or equal to) < (less than) <= (less than or equal to) = (equal to)
Trigger Value	Specify the value that triggers a threshold alert. The value type (duration, count, or percentage) is based on the metric selected. The trigger value must be greater than 0.
Trigger Interval	Specify the interval, in seconds, during which the system generates only one alert for the threshold rule check.

You can specify or change the following settings in the Email Information area:

Setting

Description

Notification Receivers

If you want an individual to receive an email alert in the HTML format when the threshold is triggered, enter the email address in the Notification Receivers field and press Enter. Repeat for each address that you want to add.

To remove an address, click x on the left side of the listed address.

Text Notification Receivers

If you want an individual to receive an email alert in the text format when the threshold is triggered, enter the email address in the Text Notification Receivers field and press Enter. Repeat for each address that you want to add.

To remove an address, click x on the left side of the listed address.

Click Save.

Copy a Threshold Rule

From the Management Portal navigation bar, choose Provisioning > Threshold Rules.

On the Threshold Rules page, click the ellipsis button beside a listed rule and click Copy.

Specify or change the settings for the rule. You can specify or change the following settings in the General Settings area:

Setting	Description
Name	Enter a name for the rule.
Description	Enter a short description for the rule.
Entity Type	Choose the entity type to which the threshold rule is applicable: Entry Point, Queue, Site, Team, or Agent (if your enterprise uses the Agent Threshold Alerts feature).

You can specify or change the following settings in the Entity Information area:

Setting	Description
Metric Type	Specify whether this is an Agent Threshold or a Call Threshold.
Entity	Choose the entry point, queue, site, or team to which the rule is applicable. This setting is not applicable if the entity type is Agent.

You can specify or change the following settings in the Threshold Information area:

Setting	Description
Threshold Metric	Choose a value from the drop-down list. The list displays only those metrics that are applicable to the selected entity type.
Operand	Choose a value from the drop-down list: > (greater than) >= (greater than or equal to) < (less than) <= (less than or equal to) = (equal to)
Trigger Value	Specify the value that triggers a threshold alert. The value type (duration, count, or percentage) is based on the metric selected. The trigger value must be greater than 0 for all metrics.
Trigger Interval	Specify the interval, in seconds, during which the system generates only one alert for the threshold rule check.

You can specify or change the following settings in the Email Information area:

Setting

Description

Notification Receivers

To remove an address, click x on the left side of the listed address.

Text Notification Receivers

To remove an address, click x on the left side of the listed address.

Click Save.

Edit a Threshold Rule

From the Management Portal navigation bar, choose Provisioning > Threshold Rules.

On the Threshold Rules page:

To edit the settings for a threshold rule, click the ellipsis icon beside a listed rule and click Edit.

After you create the Entity Information while creating a Threshold Rule, you cannot edit Metric Type and Entity options in this field.

Specify or change the settings for the rule. You can specify or change the following settings in the General Settings area:

Setting	Description
Name	Enter a name for the rule.
Description	Enter a short description for the rule.
Entity Type	Choose the entity type to which the threshold rule is applicable: Entry Point, Queue, Site, Team, or Agent (if your enterprise uses the Agent Threshold Alerts feature).

You can specify or change the following settings in the Threshold Information area:

Setting	Description
Threshold Metric	Choose a value from the drop-down list. The list displays only those metrics that are applicable to the selected entity type.
Operand	Choose a value from the drop-down list: > (greater than) >= (greater than or equal to) < (less than) <= (less than or equal to) = (equal to)
Trigger Value	Specify the value that triggers a threshold alert. The value type (duration, count, or percentage) is based on the metric selected. The trigger value must be greater than 0 for all metrics.
Trigger Interval	Specify the interval, in seconds, during which the system generates only one alert for the threshold rule check.

You can specify or change the following settings in the Email Information area:

Setting

Description

Notification Receivers

To remove an address, click x on the left side of the listed address.

Text Notification Receivers

To remove an address, click x on the left side of the listed address.

Click Save.

Deactivate a Threshold Rule

Before you begin

1	From the Management Portal navigation bar, choose Provisioning > Threshold Rules.
2	Click the ellipsis icon beside the threshold rule that you want to deactivate and click Mark Inactive.
3	Click Yes to confirm. The status of the threshold rule changes to Not Active. Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

Activate a Threshold Rule

1	On the Management Portal navigation bar, choose Provisioning > Threshold Rules.
2	Click the ellipsis icon beside a threshold rule with the status Not Active and click Restore.
3	Click Yes to confirm. The status of the threshold rule changes to Active.

Entry Point Mappings

You can Map Entry Points with Dialed Number Skill Definitions through the Control Hub now, following its decommissioning from the Tenant Management Portal. For updated help, refer to Set up a Channel article.

See Administrator's help for Webex Contact Center to find updated content on all migrated entities.

Reports for the Provisioned Items

Use the Management Portal to generate reports about the active resources that the Webex Contact Center administrator provisions for your enterprise.You can view the following reports:

Report	Description
Site Report	The details of the sites for your enterprise. For more information, see About Sites, Teams, Entry Points, and Queues
Team Report	The details of the teams for your enterprise. For more information, see About Sites, Teams, Entry Points, and Queues
Agent Report	The details of the agents for your enterprise. For more information, see Desktop Profiles.
Inbound EP Report	The details of the entry points for your enterprise. For more information, see Entry Points and Queues.
Inbound Queues Report	The details of the queues for your enterprise. For more information, see Entry Points and Queues.
Outdial EP Report	The details of the outdial entry points for your enterprise. For more information, see Entry Points and Queues.
Outdial Queues Report	The details of the outdial queues for your enterprise. For more information, see Entry Points and Queues.
Desktop Profile Report	The details of the desktop profiles for your enterprise. For more information, see Desktop Profiles.
Skill Report	The details of the skills that are available for your enterprise. This report is available if your enterprise uses the Skill-Based Routing. For more information on how to define the skills for your enterprise, see Skill Definitions. Currently we do not support Skill-Based Routing.
Skill Profile Report	The details of the mapping of the skills and the corresponding profiles. This report is available if your enterprise uses the Skill-Based Routing. For more information on how to define the profiles for the skills, see Skill Profiles.
Routing Report	The details about the mapping of the routing strategies with the entry points, queues, and teams. For more information on how to define routing strategies, see About Contact Routing.
Agent Skills Report	The details about the agents and their corresponding skills. This report is available if your enterprise uses the Skill-Based Routing. For more information on how to define the skills for your enterprise and Desktop Profiles, see Skill Definitions and Desktop Profiles. Note: Currently we do not support Skill-Based Routing.

Manage Reports for the Provisioned Items

To email the report or download the report for any provisioned item:

1	From the Management Portal navigation bar, choose Provisioning > Reports.
2	Select the required type of report. For more information on the types of the reports, see Reports for the Provisioned Items.
3	Download the report as either an Excel sheet or PDF. For the Routing Report, you have to select the type of the routing strategy for which you want to generate the report. The options are: Current Active All

Delete inactive objects permanently

Webex Contact Center allows administrators to permanently delete configuration objects that have been marked inactive. This helps customers remove unwanted configurations, keep a lightweight configuration footprint, and improve application performance. Before deleting a configuration object permanently, you will need to mark it inactive. You can also periodically delete inactive objects using an automatic purge tenant level setting.

You can permanently delete the following configuration object types:

Users
User Profiles
Desktop Profiles
Work Types
Auxiliary Codes
Threshold Rules
Skill Profile
Teams
Sites
Entry Points
Outdial Entry Points
Queues
Outdial Queues
Desktop Layouts
Global Variables
Multimedia Profiles
Skill Definitions

The maximum number of inactive users is 5000. The maximum inactive objects for all other object types is 100. If this limit is reached, you must delete inactive objects to be able to deactivate more objects. If the configuration object has associated objects, you must inactivate all the referenced objects.

1	From the Management Portal navigation bar, choose Provisioning.
2	Select an entity.
3	To permanently delete a configuration object manually, on the entity page, click the ellipsis icon beside the object. Select Delete.
4	On the dialog box that informs you that the object will be permanently deleted and can't be recovered, click Yes. A message appears that the object is permanently deleted. To configure an automatic purge of inactive objects for permanent deletion, see the article Configure auto-purge of inactive entities.

Business Rules

About Business Rules Engine

Business Rules Engine (BRE) provides a means for tenants to incorporate their data into the Webex Contact Center environment for custom routing and for general implementation. Administrators can use the BRE solution with Webex Contact Center to use business data for their organization in flows.

For more information about BRE, visit the Webex Contact Center Business Rules Engine User Guide.

Contact Routing

About Contact Routing

The Routing Strategy module provides a flexible environment for routing contacts to the best resource, regardless of location. Each incoming contact arrives at an entry point, from where it’s sent to queue for distribution among teams at contact center sites according to scheduled routing strategies, scheduled team capacity strategies, and queue precedence settings specified in the Routing Strategy module.

In addition, if your enterprise uses the outdial feature, each outdial call passes through an outdial entry point and outdial queue according to routing strategies in the Routing Strategy module.

Although the examples in the following sections refer to phone contacts, the same contact routing options are available to other media types.

Each contact arrives at an entry point, where a routing strategy applies business logic. Based on the evaluated criteria in the routing strategy, the system selects an appropriate queue to distribute the contact to one of the available teams.

About Skills-based Routing

This section covers the following topics:

Skill based routing types

Longest available agent

Rank queues

Skills-based Routing (SBR) is an optional feature that matches the needs of contacts with agents who have the skills to best meet those needs. SBR is available for voice contacts as well as digital channel contacts. When calls arrive at an entry point, SBR classifies the calls into subsets. You can route the calls in each subset to agents who possess a required set of skills, such as language fluency or product expertise.

SBR assigns skill requirements to calls in a flow. Based on the assigned skill requirements, the calls enter a queue for distribution to agents who have matching skills. You can configure SBR in a way that removes or reduces the skill requirements of agents if an agent is not available within a time interval that is specified in the queue. For more information, see Skill Definitions. To remove or reduce the skill requirements, specify the skill relaxations in the Queue Contact activity.

SBR matches all skill requirements of contacts with the skills of agents. If one of the skill requirements of a contact is invalid because skill values are not properly defined in the flow, SBR cannot find a matching agent. In such cases, the call is routed to the longest available agent.

SBR provides the following capabilities:

Match skill requirements of contacts with agents who have those specific skills.
Add skill requirements to contacts and route contacts with the same skill requirements to a single queue. For more information, see Queue Contact activity.
Configure different agent teams with a set of agents to serve a queue. For more information, see Create a Queue and an Outdial Queue.
Map various skills to the profiles of these agents. For more information, see Agent Profiles.

Skills based routing illustration example.

In the preceding example, contact C1 requires skill A and contact C2 requires both skill A and skill B. When C2 enters the queue, it requires agents with both skill A and skill B. For best customer service, map C2 to the team that has both skill A and skill B. Do not map C2 to a team that has only skill A or skill B. If you map C2 to a team that has only skill A or skill B, C2 becomes the longest contact in the parked state.

Skills-based Routing Types

SBR routes contacts to agents based on the contact’s skill requirements that are configured in the flow. For more information, see About Skills-based Routing.

You can enable SBR in the Queue Routing Type settings when creating a queue. For more information, see Create a Queue and an Outdial Queue. SBR routes contacts to agents in one of the following ways when more than one agent with the required skill set is available:

Longest Available Agent
Best Available Agent

Longest Available Agent: SBR routes contacts to the agent who has been available for the longest duration.

Best Available Agent: SBR routes contacts to the agent who has the highest level of proficiency in the skill. To route contacts to the best available agent:

Configure the contact’s skill requirements with the necessary condition so that the contact is always routed to an agent with the highest level of proficiency:
- If you choose <= condition for the contact’s skill requirements, a lower value indicates a better match with the contact's requirement.
- If you choose >= condition for the contact’s skill requirements, a higher value indicates a better match with the contact's requirement.
- If you choose IS condition for the contact’s skill requirements, a higher value indicates a better match with the contact's requirement.
For more information, see Skill Requirements in Queue Contact activity.
Assign the proficiency level to an agent when creating Skill Definitions and Agent Profiles.

For example, you can route contacts to agents with English speaking skill as a language proficiency. Consider two agents: Agent 1 with an English language proficiency level of 3 and Agent 2 with an English language proficiency level of 6. Both agents are available in the queue.

If you configure the contact’s skill requirement with <= condition in the flow, Agent 1 with an English language proficiency level of 3 is the best available agent in the queue to connect to the contact.
If you configure the contact’s skill requirement with >= condition in the flow, Agent 2 with an English language proficiency level of 6 is the best available agent in the queue to connect to the contact.

Longest Available Agent (LAA)

Contacts are routed to the agents who have been available for the longest time since handling their last contact in all teams that are assigned to the queue in the Call Distribution section. In Webex Contact Center, the Longest Available algorithm ensures a fair way to distribute contacts to the longest available agent across all media channels such as voice and digital (WhatsApp, Facebook Messenger, Livechat, Email, and SMS).

Agents lose their LAA positions across all channels when they are offered a contact of any media-type, that means after an agent handles a contact, the next contact of any media type queued will be assigned to the next longest available agent.

Longest available agent based contact routing illustration example.

In the above diagram, Agent 1 logged in first at T0 and by virtue of it Agent 1 is the longest available agent. Similarly, Agent 2 and Agent 3 log in at T1 and T2, so their LAA positions are 2 and 3 respectively.

Let's consider a scenario where Contact 1 (a voice contact) is put in Queue 1 at T0, Contact 2 (a Chat contact) is put in Queue 2 at T1, and Contact 3 (again a voice contact) is put in Queue 3 at T2. Here, Agent 1 handles Contact 1, Agent 2 handles Contact 2, and Agent 3 handles Contact3.

By virtue of Agent 1 being offered Contact 1, Agent 1 loses the LAA position. This ensures a fair distribution of contacts in LAA queues across all media types such as voice and non-voice contacts.

There is a possibility that a single longest available agent can get multiple contacts when contacts matching this agent are queued at the same time.

Rank queues

Queue ranking allows you to prioritize which queues a team's agents handle first. This ranking takes precedence over contact priority and length of time of a contact in queue. This function allows administrators to define queue rankings that sets the order in which calls are routed from queues to teams, on a per-team basis. If you set the queue ranking, it overrides any previously configured contact priority settings.

For example, suppose that Team A can take calls from queues Billing and Sales. You could use queue ranking to assign a higher ranking to the Billing queue, so when calls come in to the queues, those from Billing will be routed to Team A ahead of those from Sales.

The following are some of the important characteristics of queue ranking:

If you assign a rank only to some of the queues, calls in those queues will take precedence over calls in the queues for which no rank is specified.
You can set queue ranking on a maximum of 50 queues across all media types with a value ranging between 1 and 50 with 1 as the highest rank.
You can assign the same rank to multiple queues.
If you enable queue ranking, queues that are not selected are treated lower than all ranked queues.
Queue Ranking works within same media type.

For example, if Queue Sale is a voice media type queue with rank 2 and Queue Billing Support is a chat queue with rank 1 for Team A, then agents available in Team A get voice call first even though the rank is 2.

However, consider two chats queues for Team B - Queue Credit Card with queue rank 2 and Queue Debit Card with queue rank 1. Then the available agents in Team B will be offered contacts from Queue Debit Card first.
The queue ranking configuration page shows all queues within the selected media. The Assigned column indicates whether the team is currently part of the queue.
For telephony, you can rank and blend both inbound and outbound queues.
Queue ranking doesn't apply to capacity-based teams.

Before you begin

Queues must be created.
Teams must be assigned to the queue to set routing changes.

1	Sign in to your customer organization using the Control Hub URL https://admin.webex.com/.
2	Go to Contact Center > Customer Experience > User Management > Teams.
3	Click Create Team.
4	In the Team Settings section, choose Agent Based as the Team Type.
5	In the Queue Ranking section, enable the Rank queues for this team toggle button. The queue ranking section appears.
6	Choose the media type tab for which you want to configure the queue ranking such as Telephony, Chat, Email, and Social Channels.
7	Click Select Queues. A pop up appears showing the list of queues available for the selected media type. For example, if you choose Telephony as the media type, the Select telephony queues to rank page appears.
8	Choose the required queues from the list. Optionally, you can use the Search by name and All queues fields to filter your search result by their names and queue direction types such as inbound and outbound. You can select up to a maximum of 50 queues across all media types for ranking.
9	In the Rank column, assign the required rank for each queue. You can assign the same rank you multiple queues. Unranked queues appear with the default value as None.
10	(Optional) In the Queue ranking section, click Select queues to choose any other queues that are not assigned to the current team.
11	(Optional) Click the delete icon of a queue row to remove that queue from the ranking.
12	Click Select queues after you rank all selected queues.
13	Click Save. A message appears that says the team is successfully created.

Advanced Queue Information

The Advanced Queue Information feature allows you to assess if the skills of the logged in and available agents in a queue match the contact's skill requirement without queueing the contacts for a long duration. The GetQueueInfo activity provides the number of agents that are logged on and available. However, this activity doesn't provide information about any logged in agents who have specific skills that match the requirement of a specific contact. For more information about the GetQueueInfo activity, see Get Queue Info.

At some time of the day, there may be no agents who are adequately skilled to match the skill requirement of a specific contact. The administrator needs information about such agents before and after queuing a contact to initiate alternative action such as playing a message, providing a callback option, or escalating to a different queue.

The administrator can do the following:

If this activity is invoked before queuing the contact, the flow uses the skill requirements that are configured in the and the teams from the last call distribution group. This determines the number of logged in and available agents and populates the LoggedOnAgentsAll and AvailableAgentsAll output variables. The system sets the output variable CurrentGroup to –1.

A value of -1 for the CurrentGroup indicates that the contact isn't yet queued when the activity is invoked. Flow designers can use the output variable CurrentGroup and determine if the contact isn't queued.
If this activity is invoked after queuing the contact, the system considers the current skills of the contact. The skills in the current skill relaxation cycle and the teams from the current call distribution group will be used to calculate the available and logged in agents. These values are populated in the LoggedOnAgentsCurrent and AvailableAgentsCurrent output variables. The system uses skills from the current skill relaxation cycle and the last call distribution group to calculate logged in and available agents and stores these values in the LoggedOnAgentsAll and AvailableAgentsAll output variables. The system also stores values in the PIQ, CurrentGroup, and TotalGroups output variables.

You can invoke this activity for LAA-based queues. However, skill requirements that are configured for this activity aren't applicable for LAA-based queues. You can use this activity in a loop. The Flow Designer invokes the Advanced Queue Information activity when executing the flow.

In the Flow Designer, you can create flows using the Advanced Queue Information activity only if the feature flag is enabled for this feature. You can't work with flows that have the Advanced Queue Information activity in the Flow Designer, if the feature flag is disabled. Ensure that the feature flag is enabled for the Advanced Queue Information activity.

As part of the Advanced Queue Information when a contact is parked in a queue and you use the Advanced Queue Information to query another queue stack, this will not be supported and will result in an error. For more information on the error response code, see Advanced Queue Information.

Escalate Call Distribution Group

The application uses the Escalate Call Distribution Group activity in the post queuing loop to quickly move to the next call distribution group or the last. Typically, administrators use this activity to identify the contacts that are parked against escalation groups. These escalation groups have at least one logged in agent who has matching skills or no logged in agents.

The application uses the QueueContact activity and calls the advanced GetQueueInfo activity to determine if there are any agents logged in to a specific call distribution group. If no agents are logged in to a specific call distribution group, the flow designer uses the EscalateCallDistribution activity to move ahead to either the next or the last call distribution group in the series. If an agent is available in the escalated group, Webex Contact Center routes the contact to that agent. If not, Webex Contact Center parks the contact immediately in that call distribution group.

For more information about the QueueContact activity, see Queue Contact.

A customer use case is a queue that has many call distribution groups. If an agent is not available in the first call distribution group to answer a call, the flow designer redirects the call to another call distribution group within the queue. At each level, the number of agents in the call distribution group increases so that there is a greater chance of the call getting answered. At certain times of the day, agents from this group or other groups might not be available.

For SBR and LAA-based queues, if you invoke the EscalateCallDistribution activity on a contact that is not yet queued, it results in an error and exits the error path in the flow activity.

Escalate Call Distribution Group is an independent activity. You can use this activity along with the AdvancedQueueInformation and the GetQueueInformation activities to escalate the call distribution group on a queue. The CheckAgentAvailability parameter in the QueueContact activity results in escalation of call distribution groups. Don't use the EscalateCallDistributionGroup activity along with the CheckAgentAvailability parameter in the QueueContact activity.

In the Flow Designer, you can create flows using the EscalateCallDistributionGroup activity only if the feature flag is enabled for this feature. You can't work with flows that have the EscalateCallDistributionGroup activity in the Flow Designer, if the feature flag is disabled. Ensure that the feature flag is enabled for the EscalateCallDistributionGroup activity.

Routing of Parked Contacts

SBR parks contacts in a queue until an agent connects with the contacts.

When agents become available, SBR routes contacts by using one of the following selection methods:

Skills-based Contact Selection
First In, First Out (FIFO) based Contact Selection

By default, Skills-based contact selection is enabled for your organization.

Skills-based Contact Selection

In skills-based contact selection, contacts are selected based on the exact match between the skill requirements of the contact and the skills of the agent. Skills-based contact selection does not assign contacts to agents on FIFO basis. If the contact's skill requirements match exactly with the agent's skill, the contact connects to the agent irrespective of its position in the queue. If there are many such contacts with the same skill requirements, skills-based contact selection filters contacts in the queue and assigns them to the agent in the following order:

Priority
Timestamp (oldest to newest)

For example, consider that contact C1 which requires an agent with skill A and contact C2 which requires an agent with skill B are waiting in the queue to connect to an agent. Contact C3 which requires an agent with skill C also enters the queue. If an agent with skill C becomes available, C3 does not wait for C1 and C2 to connect to agents, as the skill requirements of C3 match exactly with the agent who has skill C.

First In, First Out (FIFO) based Contact Selection

The first contact that enters the queue has the highest priority to connect to an agent. The first contact connects to an agent when an agent with matching skills becomes available. If the agent’s skill does not match the skill requirement of the first contact that is parked in the queue, the agent does not connect to the first contact. Even though the agent’s skill matches the skill requirements of other contacts in the queue, the contacts remain parked until the first contact finds an agent.

For example, consider two contacts: C1 is the first contact to enter the queue which requires an agent with skill A and C2 is the second contact to enter the queue which requires an agent with skill B. When an agent with skill B becomes available, C2 does not connect to skill B. Since C1 is the first contact to enter the queue, SBR waits for an agent with skill A to be available to connect to C1 first. C2 connects to skill B only after C1 finds an agent.

To enable FIFO-based contact selection for your organization, contact Cisco Support.

Set Up Skills-Based Routing

1	Define the skills. For more information, see Skill Definitions.
2	Define the skill profiles. For more information, see Skill Profiles.
3	Assign the skill profiles to teams or agents. You can assign a skill profile to each agent-based team. All agents logged in to the team are associated with that skill profile. However, you can also assign a skill profile to an individual agent, which overrides the skill profile of the team. For more information, see Create a team and. View the Details of a User
4	Assign the skill profiles to agents. You can assign a skill profile to an individual agent or a team. For more information, see View the Details of a User.
5	Create Entry Points and Queues.
6	Create a queue with a channel type as Telephony and Queue Routing Type as Skills-Based.
7	Create or upload a call control script that defines how to treat the call. For more information, see Working with Call Control Scripts.
8	Add a Queue Contact activity and select the queue for which Skills-Based Routing is configured. For more information, see Queue Contact.
9	Create an entry point and queue routing strategy. In the entry point routing strategy, you assign skill requirements to calls during call treatment defined in the call control script. For more information, see Assigning Skill Requirements to Incoming Calls. The calls are then distributed to the specified queue where they wait for an agent with the required skills. In the queue routing strategy, you specify options for identifying agents to service the incoming calls. If an agent with the required skills doesn't become available within a specified time interval, you can remove or reduce the skill requirement. For more information, see Create a Desktop Profile.
10	Create an entry point routing strategy and select the flow that you created. For more information, see Create a routing strategy.

Agent-based Routing

Agent-based Routing is an optional feature that routes or queues a contact to the preferred agent directly. An agent lookup with agent's email address or agent's ID routes a contact to the preferred agent. The Queue To Agent activity in the flow helps to achieve Agent-based Routing. For more information, see the section Queue To Agent activity.

A contact can have one or more preferred agents. The mapping between the contacts and their preferred agents is managed in an external application outside Webex Contact Center. The preferred agent lookup for any contact is performed using the HTTP Request activity in the flow. The HTTP Request activity retrieves the mapping from the external application. To route or park the contact against that preferred agent, you can configure the Queue To Agent activity in the flow. The Queue To Agent activity allows you to specify the agent by their Webex Contact Center agent ID or email address. You can also park the contact against a preferred agent if that preferred agent isn't immediately available.

You can consider chaining an activity within the flow to route or queue contacts.

For example, you can chain one Queue To Agent activity to another Queue To Agent activity to queue a contact to multiple preferred agents. You can chain a Queue Contact activity to the Queue To Agent activity to route a contact if none of the preferred agents are available for that contact.

Agent-based Routing is useful in the following scenarios:

Preferred agent routing: The customer can assign contacts to dedicated agents or relationship executives. In such scenarios, the Agent-based Routing routes the contacts directly to that preferred agent.
Last agent routing: When a contact calls back the contact center multiple times to interact with an agent, Agent-based Routing can route the contact to the last agent who handled that contact.

In both use cases, the details of the contact and the agent mapping are stored outside the Webex Contact Center. The HTTP activity retrieves the data. The Queue To Agent activity routes the contact to the preferred agent or the last agent.

In case of Blended Real-time or Exclusive Multimedia Profiles, if Preferred Agent is already handling one real-time channel, the agent will be considered busy, and the call won't be routed to the preferred agent immediately.

To set up Agent-based Routing:

Before you begin:

You must export the Webex Contact Center agent ID and agent email address from Webex Contact Center to an external application. Webex Contact Center doesn't store the mapping between the agent and its contacts.

Retrieve the mapping between the agent and the contact from the external application using the HTTP Request activity in the Flow Designer (From the Management Portal navigation bar, choose Routing Strategy > Flow and click New to create a new flow). For more information, see the HTTP Request section.
Configure the Queue To Agent Activity in the Flow Designer. You can provide the general settings and the contact handling details to route the contact. For more information, see the Queue To Agent activity.

About global routing overrides

A global routing override is a routing strategy that applies to one or more Telephony entry points. When a call arrives at an entry point, the routing engine checks whether a Global Routing Override exists for that entry point. If a Global Routing Override exists, it becomes the current routing strategy for the entry point, overriding any standard routing strategies associated with that entry point.

Creating a global routing override enables you to change the routing strategies quickly and easily for many entry points simultaneously in urgent situations, rather than changing each routing strategy individually.

Global routing overrides operate in the Tenant time zone.

Configure Multimedia Profiles

If your enterprise uses social channels, chat, and email routing in addition to voice, then Multimedia profiles are enabled. You can associate sites and agents with multimedia profiles.

1	Define the multimedia profiles. If your enterprise subscribes to the Multimedia feature, each agent is associated with a multimedia profile, which specifies how many contacts of each media type the agent can handle concurrently. For more information, see Multimedia Profiles.
2	Assign multimedia profiles to sites, teams, or agents. When Multimedia is enabled, every site is associated with a multimedia profile. Each agent-based team at a given site is associated with the profile assigned to that site unless the team is assigned a different multimedia profile. Similarly, each agent logged in to a team is associated with the team's profile unless the agent is assigned a different multimedia profile. For more information, see Sites, Create a team, and Users.
3	Create separate entry points and queues for each media type. For more information, see Create an Entry Point.
4	Work with Webex Contact Center Operations to create routing strategies configured to use a specialized call control script.
5	Work with your specific CRM vendor to configure the multimedia interaction at the agent level. Alternately you can configure the queue routing strategy to assign multimedia contacts (Chat, Email, Social Channels) to your agents.

Working with Call Control Scripts

A call control script defines how a call is handled when it arrives at an entry point or queue. The Control Scripts page in the Routing Strategy module displays a list of call control scripts and provides authorized users with an interface for creating and editing control scripts.

After you create a control script, you can associate it with a routing strategy for an entry point or queue and specify values for any configurable parameters that are in the script, such as which sound file to play when a call arrives, or the timeout value for entering digits in response to a prompt (see Assigning Call Control Scripts and Parameters).

When you update an existing call control script, the value in the Skill Requirements field gets reset. in the Call Flow Paths dialog box. For configuring the skill requirement, see Assigning Skill Requirements to Incoming Calls

The following topics are covered:

Creating Call Control Scripts

The New button on the Control Scripts page provides access to the call flow builder interface where authorized users can create a control script for an entry point or queue.

To create a call control script:

1	Open the Routing Strategy module and click the Control Scripts button. The page displays the list of control scripts and associated image files.
2	Click New. The New Call Flow page appears, displaying a Start block in the canvas area. The panel on the left side of the page displays the building blocks for constructing a call flow. You can drag a block from this panel to the canvas to add it to the call flow.
3	Enter a name and optionally, a description for the control script in the fields at the top of the page. The name you enter will be displayed in the Control Script drop-down list for selection when users create or edit a routing strategy (see Assigning Call Control Scripts and Parameters).
4	Double-click the Start block and specify the call flow type (entry point or queue) and other parameters in the dialog box that opens. For a description of each parameter, see Start Block.
5	Drag flow control blocks to the canvas to add them to the call flow. To remove a block from the canvas, click the x on the upper right side of the block.
6	After adding a flow control block, double-click the block and enter the required parameters in the dialog box that opens. For a description of each block and its parameters, see Call Control Block Descriptions.
7	To connect the blocks, drag each output connector to the appropriate input connector. All blocks except the Start block have one input connector, represented by a black-filled circle at the top of the block. All blocks except the EP/Queue, Callback, Queue Call, and End Call blocks have one or more output connectors, represented by empty circles at the bottom and sides of the block. In the following example, the Start block is connected to a Menu block that plays an audio file prompting the caller to enter one of two options. The Menu block in this example has four outputs: one for each of two branches, plus Timeout and Invalid outputs, which are connected back to the Menu blocks input connector.
8	Each connector represents a call flow path. To specify a name for a path, click a green connector line and in the dialog box that opens, enter a name and optional description.
9	After you have finished adding and connecting blocks, click Save to save the control script. The system automatically performs validation. If errors are found, they are listed in a message at the top of the page. In the following example, a connection is missing for the Menu blocks Timeout output. A control script cannot be saved until all errors are corrected.

Call Control Block Descriptions

Call control blocks and their parameters are described in the following sections.

Start Block

The Start block signifies the beginning of a call flow. All call control scripts must begin with a Start block. The Start block has the following parameters.

Parameter	Description
Type	Select the call flow type: Entry Point or Queue. If you select Queue, the symbol for the Start block changes as shown below after you click OK.
Call Associated Data	Specifies a comma-separated list of call-associated data (CAD) variables that are guaranteed to be associated with the call when it is delivered to the Agent Desktop, regardless of whether they are collected in IVR. This enables agent-editable fields that are not collected in IVR, such as a case number. (Note that these can still be filtered out by Agent Desktop settings provisioned for your enterprise.) Select or type the name of a CAD variable, then click + to add it to the list. Repeat for each additional CAD variable. If you create a CAD variable in one of the call control blocks in the call flow, it will be delivered to the Agent Desktop along with the call.
On IVR error go to	Specifies the destination to which calls are distributed when there is an error in IVR. By default, this is the overflow number provisioned for the entry point or queue, but you can select an entry point or queue from the drop-down list instead.
On Overflow go to	Specifies the destination to which calls are distributed when they exceed the Maximum Time in Queue setting specified in the routing strategy. By default, this is the overflow number provisioned for the entry point or queue, but you can select an entry point or queue from the drop-down list instead.
Maximum Calls	This parameter appears only if an entry point or queue other than the provisioned overflow number is selected for the On Overflow go to parameter. If the value entered here is smaller than the Maximum Calls in Queue provisioned for an entry point or queue, then when the number of calls in queue reaches this value, they will be sent to the entry point or queue specified in the On Overflow go to parameter.
Description	Optionally enter a description for the block.

Play Block

The Play block plays an uninterruptible message to the caller and has the following parameters.

Parameter	Description
Name	Enter a name for the play block or accept the default name.
Media	Select an audio file to play as a prompt.
Description	Optionally enter a description for the block.

Menu Block

The Menu block plays an interruptible prompt, allowing the caller to enter a DTMF digit or symbol and take the configured branch for the entered digit or symbol. A menu can have from 1 to 10 branches.

The Menu block has the following parameters and outputs.

Parameter	Description
Name	Enter a name for the menu or accept the default name.
Media	Select an audio file to play as a prompt.
Timeout	Specify the number of seconds to wait after prompting. If the caller does not enter data before the timeout, the call will take the Timeout path configured in the control script.
Number of Branches	Select the number of output branches.
Branch <N>	For each branch, select the DTMF digit or symbol that must be entered for the call to take that branch.
Description	Optionally enter a description for the block.

Output	Description
Branch <N>	Path to take if the caller enters a matching DTMF digit or symbol.
Timeout	Path to take if the caller does not enter data before the specified Timeout.
Invalid	Path to take if the caller enters a DTMF digit or symbol that does not match a branch.

Condition Block

The Condition block embodies a condition for example, AccountLevel equals Gold. The call takes the True or False path depending on whether or not the condition is met.

The Condition block has the following parameters and outputs.

Parameter	Description
Operand 1	Select a CAD variable from the drop-down list.
Condition	Select an operator from the drop-down list: < (less than) != (not equal) > (greater than) == (equal to) >= (greater than or equal to) <= (less than or equal to) Contains
Operand Type	Select an option to specify whether Operand 2 is an existing CAD variable or a literal value that you specify.
Operand 2	Select an existing CAD variable name from the drop-down list or click the User specified button and type a literal value.
Description	Optionally enter a description for the block.

Output	Description
True	Path to take if the condition is met.
False	Path to take if the condition is not met.

Counter Block

The Counter block counts the number of times the call reaches this block. The Counter block has the following parameters and outputs.

Parameter	Description
Name	Enter a name for the counter.
Threshold	Enter the number of times the call can pass through this block before taking the alternate path.
Description	Optionally enter a description for the block.

Output	Description
No	Path to take if the threshold is not reached.
Yes	Path to take if the threshold is reached.

Collect Digits Block

The Collect Digits block plays an interruptible prompt and collects a DTMF string (digits 0 - 9) of a specified length from the caller.

The # character signifies end of input.

The Collect Digits block has the following parameters and outputs.

Parameter	Description
Call Associated Data	Select the name of the call-associated data (CAD) variable to which the entered data will be stored.
Media	Select an audio file to play as a prompt.
Timeout	Specify the number of additional seconds the user has to enter the requested string after the audio message has finished playing or after the last key press, whichever comes later. If the timeout is reached, the call takes the Timeout path configured in the control script.
Maximum Number of Digits	Specify the maximum DTMF string length.
Minimum Number of Digits	Specify the minimum DTMF string length.
Description	Optionally enter a description for the block.

Output	Description
OK	Path to take if the caller enters an acceptable DTMF string.
Timeout	Path to take if the caller does not enter acceptable data before the timeout is reached.
Invalid	Path to take if the caller enters a DTMF string that is too long or too short.

Set Variable Block

The Set Variable block sets a variable and gives it a literal value. The Set Variable block has the following parameters.

Parameter	Description
CAD Name	Select or enter the name of a call associated data (CAD) variable.
Value	Enter the value to set on the CAD variable.
Description	Optionally enter a description for the block.

Fetch Variable Block

Use the Fetch Variable block to send the HTTP request to an external source with OAuth 2.0 or HTTP basic authentication. For example, use this block to retrieve information from an external HTTP URL based on an account number that is retrieved (through a preceding Collect Digits block). And, then associate the retrieved information with the call.

The Fetch Variables block has the following parameters and outputs.

Parameter	Description
Name	Name of the Fetch Variable Block. This is mandatory.
Description	Enter a description for the block. This is optional.
REQUEST
Connector	Select the connector from the drop-down list. This field fetches the connectors that are configured under Integrations on the Control Hub. To configure a connector on Control Hub, see the Set Up Connectors for Cisco Webex Contact Center article.
URL	Enter the URL from which the variables are to be retrieved.
Request Variables	Specifies a comma-separated list of CAD variables to be sent on the request. Select the name of a CAD variable, then click + to add it to the list. Repeat for each additional CAD variable.
Response Variables	Specifies a comma-separated list of CAD variables to be returned from the external source. Select or type the name of a CAD variable, then click + to add it to the list. Repeat for each additional CAD variable.
Error	Path to take if there’s no response or if the response isn’t valid.
Method Types: GET, POST, PUT, DELETE	Select the method and enter the request URL. Supports CAD substitution in the URL. In the below example URLs, mandatory text is in bold: Salesforce: #{instance_url}/services/data/v47.0/query/${ANI} The #{instance_url} gets replaced by the intance_url value that is received along with the access token from Salesforce during the call. Other: https://subdomain.#{domain_name}/api/data/${ANI} The #{domain_name} gets replaced by the domain_name value that is configured in the selected connector during the call. None: https://rules.ciscoservice.com/bre/api/execute Enter the following optional fields: Params—Accepts the request parameters. You can right-click on the value field to insert the CAD variables. To add a new Key-Value pair, click the + icon. Header—Accepts the required HTTP header. To add a new Key-Value pair, click the + icon. Body—Accepts the request body to perform the operation. You can right-click to insert the CAD variables.
RESPONSE	Enter the following fields: JSON Path—Enter JSON Path to extract value from the JSON response. Ensure the JSON path syntax adheres as mentioned here https://restfulapi.net/json-jsonpath. CAD Variables—Enter or right-click and select CAD variable to which extracted value gets assigned. Supports CAD extraction from complex JSON response using the JSON path. To know more about the JSON Path, see the website https://restfulapi.net/json-jsonpath.

EP/Queue Block

The EP/Queue block transfers control of the call to a queue or entry point and has the following parameters and no outputs.

Parameter

Description

Name

Enter a name for the block or accept the default name.

EP/Queue

Select an entry point or queue from the drop-down list.

If you select an entry point, the symbol for the call control block changes as shown below after you click OK.

Description

Optionally enter a description for the block.

Reset Counter Block

The Reset Counter block resets the internal counter of a Counter block. The Reset Counter block has the following parameters.

Parameter	Description
Counter	Select the name of the counter to be reset.
Description	Optionally enter a description for the block.

Callback Block

The Callback block is available only if the Voice Callback feature is enabled for your enterprise.

The Callback block sends a callback request to the Web callback entry point where it is queued until an agent is available. This block has the following parameters and no outputs.

Parameter	Description
Name	Enter a name for the block or accept the default name.
Outdial EP	Select an outdial entry point for Web callback from the drop-down list.
Callback Number	Select the CAD variable containing the callback number, such as the ANI that came in with the call or a number collected in a Collect Digits block in the call flow. If no selection is made, the caller's ANI will be used.
WCB CAD	Optionally you can select other CAD values that came in with the call for delivery along with the callback request.
Description	Optionally enter a description for the block.

Queue Call Block

The Queue Call block places the call in the queue. This block can only be used in queue scripts and has the following parameters and no outputs.

Parameter	Description
Name	Enter a name for the block or accept the default name.
Music in Queue	Select a media file from the drop-down list.
Description	Optionally enter a description for the block.

End Call Block

The End block terminates the call. This block has no parameters and no outputs.

Copying or Modifying a Call Control Script

You can copy or modify a control script that was created using the call flow builder interface available when you select the New button on the Control Scripts page. Custom control scripts can be modified only by Professional Services, after which they must be updated as described in Uploading a Custom Control Script.

To copy or modify a call control script:

1	Open the Routing Strategy module and click the Control Scripts button. The page displays the list of control scripts and associated image files along with creation date, date of last update, and source-Custom or Call Flow Builder. You can copy or modify a control script.
2	Click the ellipsis icon to the left of a listed control script and select Copy or Edit.
3	Make your changes. For details about available settings and how to add, remove, and configure call control blocks see Creating Call Control Scripts and Call Control Block Descriptions.
4	Click Save. The system automatically performs a validation. If errors are found, they are listed in a message at the top of the page. You must correct the errors before you can save the script.
5	If you are modifying a control script that has been assigned to a routing strategy, it must be reassigned to the routing strategy as follows: Click the Call Routing button on the menu bar, select the routing strategy to which the control script was previously assigned, and click Edit. In the Call Control section of the page, re-select the control script from the drop-down list, edit parameters if necessary, and then click Apply. Click Update to save your changes to the routing strategy.

Uploading a Custom Control Script

Custom control script are created by Professional Services and must be uploaded to the Management Portal before they can be assigned to routing strategies. If a custom control script changes, it must be re-uploaded to the Portal for changes to take effect.

To upload a custom control script :

1	Open the Routing Strategy module and click the Control Scripts button on the menu bar. The page displays the list of scripts and associated image files.
2	Click Upload. The Upload Control Script page appears.
3	Enter a `name` and optionally, a description for the script in the data fields.
4	Click the Browse button to the right of the Control Script File field and, in the dialog box that opens, navigate to the script file in your system and click Open. The dialog box closes and the File field displays the path and file name of the uploaded file. If you entered a different file name in the Control Script Name field, it is overwritten by the name of the file you uploaded. You can change the text in the Control Script Name field if you want to.
5	Optionally, upload the associated control script image file as follows: click the Browse button to the right of the Control Script Image field and, in the dialog box that opens, navigate to the image file in your system and click Open. Only GIF and JPEG file formats are supported.
6	Click Save. The script is uploaded and available for selection from the control script list (see Assigning Call Control Scripts and Parameters ). To copy a custom control script, upload it as described, but enter a different name in the Control Script Name field. The control script will be uploaded and saved under the new name.

Updating a Custom Control Script

To update a custom control script:

1	Open the Routing Strategy module and click the Control Scripts button on the menu bar.
2	Click the ellipsis icon to the left of the custom control script that has been changed and select Edit. The Edit Control Script page appears.
3	Leave the Name field unchanged and enter a new description if desired.
4	Click the Browse button in the Control Script File field and, in the dialog box that opens, navigate to the control script file in your system and click Open.
5	Optionally, upload the associated control script image file as follows: click the Browse button in the Control Script Image field and, in the dialog box that opens, navigate to the image file in your system and click Open. Only GIF and JPEG file formats are supported.
6	Click Save to save your changes.
7	Click the Call Routing button on the menu bar, select the routing strategy to which the control script was previously assigned, and click Edit.
8	In the Call Control section of the page, re-select the control script from the drop-down list, edit parameters if necessary, and then click Apply.
9	Click Update to save your changes to the routing strategy.

Uploading and Updating a Custom Control Script Image File

You can view the image file associated with a control script on the Control Scripts page or by clicking the Image link in the Call Control section of the Create Routing Strategy or Edit Routing Strategy page (see Assigning Call Control Scripts and Parameters). Only GIF and JPEG file formats are supported.

When a control script is created or modified using the call flow builder interface available through the New button on the Control Scripts page, the associated image file is available in the Routing Strategy module when the control script is saved. However, image files associated with custom control scripts created by Professional Services must be manually uploaded and updated.

To upload or update the image file associated with a custom control script:

1	Open the Routing Strategy module and click the Control Scripts button on the menu bar. The page displays the list of uploaded scripts and associated image files.
2	Click the Image button in the Image column that corresponds to the custom control script for which you want to view, upload, or update the associated image file.
3	Do one of the following: In the Call Flow Image dialog box, click the Browse button and in the dialog box that opens, navigate to the image file in your system and click Open. -OR- Open the directory on your system where the image file is located and then drag and drop it into the designated area of the Call Flow Image dialog box.
4	In the Call Flow Image dialog box, click Save to upload the image.

Viewing and Exporting References to a Control Script

You can view or export a list that shows the name of each routing strategy that references a specified control script and the name of the associated entry point or queue. In the case of a global routing strategy, the list shows 0 instead of the name of an entry point or queue.

1	Open the Routing Strategy module and click the Control Scripts button on the menu bar. The page displays the list of control scripts and associated image files.
2	Click the horizontal ellipsis button to the left of a listed control script and select Excel or CSV.
3	In the dialog box that opens, specify whether to open or save the file.

Working with Resource Files

To view the resources, choose Routing Strategy from the Management Portal navigation bar.

You can choose to see the audio files, predefined emails, or predefined chat responses.

Upload an Audio Resource File

Webex Contact Center supports uploading .wav audio files with the following specifications:

Channels: 1
Sample Rate: 8000
Sample Encoding: 8-bit u-law

1	From the Management Portal navigation bar, choose Routing Strategy.
2	From the Routing Strategy page, choose Resources > Audio Files.
3	Click New.
4	On the Upload Resource page, click Browse.
5	Navigate to the file in your system, and click Open. The File field displays the path and file name of the uploaded file, and the Resource Name field displays the file name.
6	Click Save.

Edit an Audio Resource File

Do not update resources that are currently used by the system.

1	From the Management Portal navigation bar, choose Routing Strategy.
2	From the Routing Strategy page, choose Resources > Audio Files.
3	Click the Ellipsis button beside the resource name and click Edit.
4	On the Overwrite Resource page, click Browse.
5	Navigate to the file in your system, and click Open. The File field displays the path and file name of the uploaded file, and the Resource Name field displays the file name. For audio file specifications, see Upload an Audio Resource File.
6	Click Save.
7	Click Yes to confirm overwriting the audio file.

Play or Download a .wav File

1	From the Management Portal navigation bar, choose Routing Strategy.
2	From the Routing Strategy page, choose Resources > Audio Files.
3	Click the ellipsis button beside the file name and click Play.
4	In the dialog box that opens, specify whether you want to open or save the file. When you click Open, the media player installed on your computer opens and plays the file. If a compatible media player is not installed, a dialog box opens and prompts you to download a player.

Update a Resource File

1	From the Management Portal navigation bar, choose Routing Strategy.
2	From the Routing Strategy page, choose Resources > Audio Files.
3	Click the ellipsis button beside the file name and click Edit.
4	Make the necessary changes to the resource.
5	Click Save.

Copy a Resource File

The copy function enables you to create backup copies of prompts and other resource files. Only files with the .wav extension can be copied.

1	From the Management Portal navigation bar, choose Routing Strategy.
2	From the Routing Strategy page, choose Resources > Audio Files.
3	Click the ellipsis button beside the file name and click Copy.
4	On the page that appears, enter a name for the copied file or leave the default name (Copy_ is prepended to the original name).
5	Click Save.

Export References to a Media File

You can view or export a list showing the name of each routing strategy that references a specified media file along with the name of the associated entry point or queue. In the case of a global routing strategy, the list shows 0 instead of the name of an entry point or queue.

To view or export the references to a media file:

1	From the Management Portal navigation bar, choose Routing Strategy.
2	From the Routing Strategy page, choose Resources > Audio Files.
3	Click the ellipsis button beside the file name and click Excel or CSV.
4	In the dialog box that opens, specify whether to open or save the file.

Create a Predefined Email Template

You can predefine the email template that agents use to communicate with customers. An organization can have a single predefined template for email.

To edit or delete the template, click the ellipsis button beside the template in the Predefined Emails page.

You cannot use the predefined email templates for quick-reply emails.

To create an email template:

1	From the Management Portal navigation bar, choose Routing Strategy.
2	From the Routing Strategy page, choose Resources > Predefined Emails.
3	Click New. The New button is disabled if your organization already has a predefined email template.
4	In the New Predefined Email dialog box, do the following: Enter a name for the email template. Set the status for the template. Set the status as Active to use it as a default template for all email communications between agents and customers. Set the status to Not Active to save it as draft. You can later change the status to Active to use it. Enter the email body. You can use the formatting tools to draft the email body. (Optional) Add macros to the email body. You can use the macro to add variables for Customer Name or Agent Name to the email. You can set a default value for the variable type you choose. You can use the macros multiple times in the template as per your requirement. To add the macro variables, place the cursor where you want the variable. Choose the type of macro you want to add and click the Insert to Text Editor button. To set a default value for a macro, enter the default value in the field Default Value before you insert the macro to the text editor. Click Save to save the email template.

Configure a Predefined Chat Template

Before you begin

Ensure that you create an entry point before you configure a chat template.

Entry points are the initial landing place for all channel types in Webex Contact Center. The system sends the contact to an agent based on the routing strategy that is set for an entry point.

You can configure one chat template for each entry point. For more information, see Entry Points and Queues.

Only customers whose organization is provisioned on an existing Webex Calling Integrated Platform can configure a chat template for their contact center.

1	Log in to the customer organization at https://admin.webex.com.
2	From the navigation pane on the left, in the Services section, click Contact Center > Features.
3	Choose one of the following options: To create a new chat template, click New > Chat Template. To edit an existing chat template, double-click the card. The system displays the Chat Template wizard.
4	In the Define Template page: Enter a unique name that identifies the purpose of your template. Choose a preconfigured entry point from the drop-down list. Choose the following customization options and click Next. You can choose multiple options depending on what you want your customers to see when they chat with your organization. Proactive Prompt: The message that appears in the chat box when the customer opens the website of your organization. You can customize this message. You can configure the time to prompt the message to the customer. You can also change the title and the default welcome message. Off-Hours: The non-business hours of your organization. You can set the availability of the chat support by configuring the business hours and time zone of your organization. You can also add an away message for customers. Virtual Agent: The preconfigured chatbot that starts the conversation with the customer. You can choose from the available virtual agents and add a welcome message. Configure the customer information form, the visual display of the agents, and the status messages for the chat window. For more information, see Configure a Virtual Agent for Webex Contact Center. Feedback: The feedback form that appears after the chat ends. You can add a message inviting customers to give their feedback about their chat experience. Based on the selected options, the subsequent steps appear in the wizard.
5	In the Proactive Prompt, Off-Hours page: In the Proactive Prompt section, enter the wait time, title, and message for the prompt. In the Off-Hours section, enter the message for the prompt, and choose the business hours and time zone from the drop-down list. Click Next. The Proactive Prompt doesn’t pop up during the off-hours or when agents aren’t available to assist.
6	In the Customer Information page, click each of the fields in the Preview card and modify the attributes. The customer uses these attributes to fill the form. It's mandatory to enter at least one category in the Type Attributes section for customers to choose the category from the drop-down list.
7	In the Virtual Agent page: Choose a preconfigured Virtual Agent (that can provide initial automated support in your customer chat experience) from the drop-down list and enter a message. Enter a welcome message and click Next.
8	In the Branding and Identity, Status Messages page: In the Branding and Identity section, choose one of the following Profile Type: Organization: Use a single profile to represent all agents in your organization. For example, the name of the organization. Virtual Agent or Agents: Use unique profiles to represent different agents in your organization. Choose one of the following options: Show agent's display name: Displays the agent's full name. Show agent's alias: Displays the agent's alias name. In the Status Messages section, enter the messages (that appear to the customer) and then click Next.
9	In the Feedback page, enter Label and Hint Text in the Attributes card to receive customer feedback.
10	In the Done page, click Finish. After you successfully configure the chat template, a code snippet appears. To use the newly configured chat template in your organization's website, you can copy and paste the code snippet within the `<head>` or `<body>` HTML tag of your webpage's source file. You can close the code snippet and download it later from the Contact Center > Features page.

Create a Predefined Chat Response

You can define a set of chat responses that your agents can use to communicate with the customers. You can configure the chat responses for a specific queue or for all the queues. We support the following languages:

US English
Japanese
Italian
French
German
Spanish

You can configure 50 responses per language, per queue, for a total of 300 responses per queue. Agents can see the responses in their queue based on the language settings in their local browser. Thus, agents can see only 50 responses at a time.

From the Management Portal navigation bar, choose Routing Strategy.

From the Routing Strategy page, choose Resources > Predefined Chat Responses.

Click New.

Enter the following details:

Setting	Description
Response Name	Contains the name of the predefined chat response. You can enter a name of maximum 40 characters.
Status	Contains the status of the predefined chat response. Deactivate the status to hide it from the agents in Agent Desktop.
Language	Choose the language of the predefined chat response from the drop-down list. You cannot edit the language of the chat reponse.
Queue	Choose the queue for which you want to define the chat response. If you select All from the drop-down list, all agents in all the queues in your organization can use the chat response. However, if any queue has reached the capacity of 50 messages, the system displays an error message with the names of the queues that have reached the limit. The system disables the queues that have reached the limit and you cannot choose them.
Content	Contains the text for the chat response. You can enter a maximum of 150 characters.

Click Save.

Configure Routing Resources

You can choose either a routing resource or a flow. If you choose a routing resource, you can't customize flow control configurations such as Customize ANI, Screen pop, Global variable and so on, as part of the outdial experience. We recommend that you use flows instead of routing resources to avail any advanced configurations such as Screen pop, Customize ANI and so on. For more information, see Create a Flow.

Routing strategies will be obsolete in the future. It is recommended to use flows configured with business hours and outdial entry points.

If you want to proceed with routing strategies, consider the following aspects. For each entry point and queue, you should create a set of default routing strategies that cover all time intervals. In addition, you can schedule an alternate strategy beyond the default strategy for any time interval. For example, Queue 1 could have a BusyHourStrategy for the normal day shift and an OffHoursStrategy for non-business hours.

Flag the normal daily schedule as the default strategy. You can create a non-default strategy, such as a holiday schedule for a time interval that overlaps the default strategy. A strategy that is not flagged as default overrides a default strategy and is used as an exception to the default schedule. This means that the system first checks for a strategy that is not flagged as default, and if none exists, the system uses the default strategy.

When the default strategy is the current strategy (that is, the strategy that is currently running), the system checks every three minutes for a non-default strategy and if one is found, it becomes the current strategy.

If no strategy is specified for a time interval, and there is no default strategy for the time interval, the last strategy used by the system may continue as the current strategy even though it has expired. In this case, the system checks every minute for a valid strategy and as soon as it finds one, that strategy becomes the current strategy.

About Team Types

When you create or modify a queue routing strategy, the following options appear:

Agent-Based teams have a known number of agents assigned to teams. Authorized users assign a desktop profile to one or more teams. These agents use the Agent Desktop to interface with the Webex Contact Center system.
Capacity-Based teams don’t have specific agents assigned to them, and the agents don’t use the Agent Desktop. For example, an outsourcer could have teams that use a PBX or an ACD to handle calls. You can use a capacity-based team to represent a voicemail box or an agent group, which Webex Contact Center doesn’t manage.

The capacity of these teams is based on the provisioned team capacity setting, which can override the team capacity strategies. For more information, see Scheduling Team Capacity. If the team's actual capacity is higher or lower than the value currently used by the system, the result is either not enough or too many calls for agents to handle. This makes strategy design more challenging.

When you use the getNumAgentsLoggedIn API, the response includes the number of agents logged in along with the number of capacity-based teams that are considered as active.

When you create a routing strategy, you can mix team types. Remember that the accuracy of call routing to capacity-based teams depends on the capacity number specified.

Limitations of Capacity Based Teams when using Classic platform

Webex Contact Center assigns calls to the capacity-based team by transferring the call to a Dial Number (DN). After the call transfers to a DN, Webex Contact Center disconnects from the call. Webex Contact Center is not aware of the call status; that is, whether the capacity-based team answers, handles, or rejects the call.

This limitation causes the following behaviors:

Tracking the contact after the call transfer is not possible.
Detecting RONA or call failures is not possible
Recording the call is not possible.
Getting the Connect Time and Handled Time values is not possible. Call report shows the value as zero (0).
Setting the capacity is not applicable, hence more calls could go to the capacity-based team.

When using Next Generation media platform, Webex Contact Center assigns calls to the capacity-based teams, wherein the Webex Contact Center:

Handles the call status and determines whether the call routed to capacity-based team is answered, handled, or rejected.
Monitors the overall status of calls, including call termination, and decides when to update the consumption value of the capacity-based team. For example, if the call is terminated, capacity must be increased and vice versa.
Obtain the Connect Time and Handled Time values.

When a static load-balancing strategy includes both agent-based and capacity-based teams, the system distributes the calls to either agent-based teams or capacity-based teams, in the order that they are configured. Once the capacity of the capacity-based teams reaches the maximum limit, calls are routed to agent-based teams, if agents are available. If the call is in queue, it can be routed to either agent-based or capacity-based teams, depending on which team has resources available. If no team has capacity, calls are queued until capacity becomes available. This load-balancing strategy ensures that calls are handled efficiently and that no team is overloaded.

View routing strategies for an entry point or queue

To view all routing strategies for an entry point or queue:

1	From the Management Portal navigation bar, choose Routing Strategy.
2	Choose an entry point or queue from the Select Entry Point drop-down list to display the routing strategies for that entry point or queue. For more information on the parameters that display on the Routing Strategy page, see Routing strategy parameters. The upper section of the list view displays a table that lists all routing strategies available for the selected entry point or queue. (Optional) Use the sort button at the end of the table to chronologically sort the strategies.
3	To see details for a strategy, click the ellipsis beside the routing strategy and click Edit. The lower section of the Routing Strategy page displays the Routing Strategy Mapping Details table, which: lists destination queues and entry points, which are based on the active routing strategies that you define for the selected entry point. lists the teams to which the system routes calls, chats, or emails, which are based on the active routing strategies that you define for the selected queue. Mapping details aren't provided for a queue routing strategy that simply redirects the call to another entry point or queue. Your access privileges determine what you see in the Mapping Details table. For example, if the system routes calls for the Sales queue to Teams A and B, and you have access rights only to Team A, the mapping table shows only Team A as the destination for incoming calls.
4	Click Save.

Routing strategy parameters

The following table describes the parameters that appear on the Routing Strategy page.

Column	Description
Name	Displays the name you assign to the strategy. You can't change the strategy name after you create it.
ID	Displays the system-assigned number of the strategy.
Status	Indicates the status of the strategy. Current (appears in Red) means this is a snapshot of the currently running strategy. You can't copy the current strategy, but you can modify any setting that does not affect execution time or date. Changes to the strategy don't affect the recurring scheduled version of the strategy. You can delete the current strategy, but don't delete it before you create a different strategy for the same time interval. If you delete a strategy without having another one in place, the last strategy used by the system becomes the default strategy although the start and end times and dates have expired. If this occurs, either create a new strategy for the current time period, or copy the default strategy and correct the time settings. Active means that the strategy is in effect at the specified start time on the specified start date. This is the default status. Not Active means the strategy isn't in effect regardless of the specified start time and date. This status lets you save a strategy for future use or as a draft to continue with later.
Default	Indicates whether the strategy is the default. A strategy not flagged as the default overrides a default strategy and potentially replaces the default schedule.
Chat Template	Identifies the chat template used for the routing strategy.
Repetition	Specifies whether the strategy repeats daily or only on specific days of the week.
Start Date	Displays the date on which the strategy starts.
End Date	Displays the date on which the strategy ends.
Start Time	Displays the time at which the strategy starts (in 24-hour format) for any given day in the specified date range.
End Time	Displays the time at which the strategy ends (in 24-hour format) for any given day in the specified date range.
Time Zone	Displays the time zone if you enable the Multiple Time Zone feature when you create the entry point or queue.
Flow	Lists the associated call flows when a routing strategy is executing.

View the current routing strategies

You can view a list of currently deployed routing strategies for multiple entry points or queues.

1	From the Management Portal navigation bar, choose Routing Strategy.
2	From the Routing Strategy page, choose Current Routing Strategies.
3	Choose All from the drop-down list to view current strategies for all entry points or queues.
4	Click Apply. table provides details about the current routing strategies for the selected entry points or queues. The Control Script column displays the names of the call control scripts that are associated with the listed entry points or queues. table provides details about the current routing strategies for the selected entry points or queues. The Flow column displays the names of the call flows associated with the listed entry points or queues.

View routing strategies by time zone

If you enable the Multiple Time Zone feature for your enterprise, you can configure entry points and queues with time zones. Time values that are used in the routing strategies are based on the time zone you configure for the entry point or queue. If you don't configure time zones with entry points and queues, the system uses the time zone that you configure for your enterprise (typically headquarters).

When you click your name button on the upper-right side of the Routing Strategy page, any time zones you configure for entry points or queues appear in a drop-down list.

If you do not enable the Multiple Time Zone feature for your enterprise, time values in routing strategies are based on the time zone you configure for your enterprise.

If the time zone observes daylight-saving time, the time adjusts automatically when the daylight-saving time changes.

1	On the Management Portal, click the gears icon in the upper-right corner to view the three or four Tab keyed settings panel.
2	Click the gears icon. Select a time zone from the Time Zone drop-down list.
3	Click Apply.
4	From the Management Portal navigation bar, choose Routing Strategy to view the routing strategies based on the selected time zone.

Create a routing strategy

Use this procedure to create new routing strategies. You can also create a new strategy by editing an existing strategy and changing the parameters in accordance with the requirements.

Before you create new strategies:

Always create an active strategy for every time interval. If you don't specify an active strategy for a time interval, the system uses the default. If there’s no default strategy, the last strategy that the system used may continue as the current strategy although it has expired.
You can easily create a new strategy from an existing strategy, change some settings, and save it as a new strategy.
You can have only one routing strategy for each chat or email entry point.

You can't have a global routing strategy for Chat and Email entry points.
You can't save changes to an active strategy when the scheduled dates or times conflict with an existing active strategy.

Before you begin

You must Create a Chat Template before you create a Chat Routing Strategy.

From the Management Portal navigation bar, choose Routing Strategy.

At the Routing Strategy page, choose Routing > Routing Strategies.

Choose an entry point from the Select Entry Point drop-down list.

Do one of the following in the list view:

Click New Strategy.

Global Routing Overrides only apply to Telephony channel type.

- OR -
Click the ellipsis button beside an existing routing strategy with Active status and click Copy.

Enter or modify the settings as described in the following tables.

You can create more than one strategy for a Telephony or Social channel.

Table 1. General settings applicable in routing strategy
Setting	Description
General Settings
Name	Enter a name for the strategy, such as US Holiday or Weekends. You can’t edit this field after you save the strategy.
Enterprise Name	Shows the tenant name.
Status	Click Active if you want the strategy to become effective on the start date that you specify in the Start Date field. Click Not Active if you want to save the strategy for future use or as a draft to work on later. The status is always Active for chat and email routing strategies as you can configure only one routing strategy for each entry point or queue.
Call Distribution (only applicable to queues)
Add Group	If this is an inbound queue routing strategy, specify the teams that you must associate with this strategy and organize them into groups. See Specifying Call Distribution Settings for details. In addition, do the following (as described in Assigning Teams and Skill-Relaxation Settings to Groups): If the routing type is Load Balance, assign percentage spreads or capacities to each team in Group 1. You can add more groups, but you can’t assign percentage spreads or capacities to the teams in those additional groups. If the routing type is Priority, assign priorities. Assign a specific priority to only one team within the strategy (for example, only one team can have a priority of 1 assigned to it). If the routing type is Skills Based, specify skill relaxation settings if appropriate. If this is a routing strategy for an outdial queue, you must specify a team in the Call Distribution section. The specified team is only a placeholder and not used. In addition, be sure to create only one group for an outdial queue routing strategy.

Table 2. Settings applicable in routing strategy for Telephony and Social Channel Entry Point
Setting	Description
Entry Point	This field shows the entry point for which you’re creating the strategy. Select the entry points or queues that are associated with this routing strategy.
Queue	This field shows the queue for which you’re creating the strategy. Select the entry points or queues that are associated with this routing strategy.
Time Settings
Start Date  End Date	Click in each of these fields and use the calendar controls to specify the start date (the date strategy becomes effective) and the end date (the date strategy expires).
Start Time  End Time	Enter in 24-hour format (0000–2400) the time of day you want the strategy to start and end.
Day of Week	From the drop-down list: Choose All Days if you want to schedule the strategy to run every day. Choose Weekdays if you want to schedule the strategy to run from Monday through Friday only. Choose Specific Days, and click on the icons representing weekdays if you want to schedule the strategy to run on specific days of the week.
Advanced Settings
Music on Hold	Select the name of the audio (.wav) file to play for calls when they arrive or are waiting in a queue. This isn’t applicable for email and chat routing strategies.
Maximum Time in Queue	For a standard Webex Contact Center queue routing strategy, specify the duration in seconds before a queued call routes to the overflow destination number provisioned for the queue. Cisco recommends setting this to 1800 (30 minutes) or to three times the average queue length during busy hours. If this is an email routing strategy, set this to a high value to avoid overflow. By default, this field adopts the value that is configured for the queue. The cumulative specified queue time for all groups in the Call Distribution section of the routing strategy mustn’t be greater than the value specified here. See Specifying Call Distribution Settings for more information.
Retries within the Cisco Webex Teams	For a standard Webex Contact Center queue routing strategy, specify the maximum number of times to attempt sending a call to a team before the call gets routed to the next available team. The system makes no further attempts to send the call to that team again. Exceptions: This setting doesn’t apply to Skills Based routing strategies. For Skills Based routing, if the call is in the last group, the call overflows if the system finds no matching agent. In a load balance strategy using percentage allocation, the system doesn't route a call to a second team when the first team is unavailable. Instead, the system retries the first team's DN according to the specified number of times for the strategy and then overflows the call.
Flag as Default Routing Strategy -or- Update as Default Routing Strategy	This setting is available only if you’re creating a new strategy or copying an existing one. Set to Yes if you want this to be the default routing strategy for the specified time interval for this entry point or queue. Set to No if you’re creating an exception to the default schedule, such as a holiday. A strategy that has no default flag overrides the default strategy. That is, the system checks first for a strategy that has no default flag, and if none exists, the system uses the default strategy.
Call Control
Virtual Agent	If a Virtual Agent is not active, you can use the Control Script. If a Virtual Agent is active, all interactions begin with an automated conversational IVR in place of Control Scripts. Before enabling the Virtual Agent feature, ensure that you have configured at least one Virtual Agent or chat template on the Cisco Webex Control Hub. To configure a Virtual Agent or chat template on the Control Hub, see the following articles: Configure Cisco Webex Contact Center Virtual Agent Cisco Webex Contact Center Chat Template Perform the following steps: Select a Virtual Agent from the drop-down list. Default Queue: Choose a default queue to escalate when self-service fails. Exit Intent Mapping: Map the intents from Dialogflow virtual agents to queues. If the last intent causes the customer to exit the conversational IVR, then escalate the interaction (Telephony or Social Channel) to the specified queue. There’s a limit of 100 exit intents rules. IF intent is: Select the intents that are defined in the Dialog flow. THEN queue to: Select the queue to escalate. The Add Condition option provides an OR logic when you add new intents. This is applicable also for Social Channel (Facebook Messenger and SMS) routing rules.
Control Script	Select a call control script in the drop-down list. Every strategy must have an associated control script, which defines how the system handles calls. If appropriate, change the script's default parameters in the fields displayed. For more information, see Assigning Call Control Scripts and Parameters. When you create an Inbound Queue and select a Control Script, then the Music in Queue setting gets reset. If you’re editing an existing strategy, selecting a different call control script can significantly change how the system handles calls. It’s important that you’re clear on what you want to do before changing scripts or script parameters. If this is an entry point strategy for Skills-Based routing, assign skills requirements as described in Assigning Skill Requirements to Incoming Calls.
Call Distribution
Business Metrics & Queue Escalation (applicable only to cross-ACD entry points)	If this routing strategy is for a cross-ACD entry point, organize the queues that the entry point serves into one or more groups and specify the call routing algorithm and applicable parameters as described in Specifying Call Distribution Settings.

Table 3. Settings applicable in routing strategy for Telephony Queue
Setting	Description
Queue	Select the queue that you plan to associate with this routing strategy.
Routing Type	This option is not available for proxy queues: Longest Available Agent: The system routes calls to the agent who has been available for the longest time among all the agents on all the teams assigned to the strategy in the Call Distribution section. Load Balance: The system routes calls to agents based on load-balancing conditions that you set in the Mode and Type fields and in the settings you specified in the Call Distribution section. Mode: If you specified Load Balance in the Routing Type field, select one of the following values to specify how to handle the call load: Percentage: The system routes calls to selected teams based on a percentage allocation that you specify for each team in the Call Distribution section. The percentage spread total must equal 100 across all teams selected for Group 1. For more information, see Specifying Call Distribution Settings. Number: The system routes calls to selected teams based on the value you specify for each team in the Call Distribution section. This value reflects the call capacity for that team. After the system sends the specified number of calls to a particular team, it sends no additional calls to that team. In other words, this strategy allows you to specify an upper limit on the total number of calls the system sends to a particular team. This allows you to meet any contractual obligations not to exceed certain targets. Type: If you specified Load Balance in the Routing Type field, select one of the following values in the Type field: Dynamic: Calls routed dynamically result in a single virtual queue. The system queues callers for the longest available agent across all associated teams instead of routing them immediately at the time of call arrival to a team specified in the load balance strategy (based on active call conditions). Static: The system routes calls to specific teams on the basis of a predefined percentage or numeric allocation at the time of call arrival. In static routing, the system assigns calls to a team based on the allowable number of calls specified for that team in the Call Distribution section (either a percentage or number of calls). In dynamic routing, the system assigns calls to a team based on the current allocation of calls among the teams based on the day's tally. Priority Based: The system routes calls to agent teams based on a priority scheme that you set in the Call Distribution section. Skills Based: The system routes calls to agents based on skill requirements that are specified in the Call Distribution section of the routing strategy for the entry point that sends calls to this queue. The Skills Based routing type is available only if your enterprise has the optional Skills-Based Routing feature provisioned. When you select Skills Based as the routing type, two more settings appear for you to specify how to route a call when more than one agent has the required skill set: Longest Available Agent: The system routes the call to the agent who has been available the longest. Best Available Agent: When you select this setting, a Skill drop-down list appears. The system routes the call to the agent with the highest proficiency in the skill you select from the drop-down list.
Time Settings (These are read-only for proxy queues.)
Start Date  End Date	Click in each of these fields and use the calendar controls to specify the start date (the date the strategy becomes effective) and end date (the date the strategy expires).
Start Time  End Time	Enter in 24-hour format (0000–2400) the time of day you want the strategy to start and end.
Day of Week	From the drop-down list, select All Days if you want to schedule the strategy for every day or Weekdays if you want to schedule the strategy for Monday through Friday only. -OR- Select each icon that represents a day on which you want to schedule the strategy.
Advanced Settings
Music on Hold	Select the name of the audio (.wav) file to play for calls when they arrive or are waiting in a queue. This isn’t applicable for email and chat routing strategies.
Maximum Time in Queue	If this is a standard Webex Contact Center queue routing strategy, enter the length of time to wait, in seconds, before the system routes a queued call to the overflow destination number provisioned for the queue. Cisco recommends setting this to 1800 (30 minutes) or to three times the average queue length during busy hours. If this is an email routing strategy, set this parameter to a value high enough to avoid overflow. By default, this field adopts the value provisioned for the queue. The cumulative total queue time configured for all groups in the Call Distribution section of the routing strategy mustn’t exceed the value specified here. See Specifying Call Distribution Settings for more information.
Retries within the Team	If this is a standard Webex Contact Center queue routing strategy, specify the maximum number of attempts the system makes to send a call to a team before it routes the call to the next available team. The system makes no further attempts to send the call to that team again. Exceptions: This setting doesn’t apply to Skills-Based routing strategies. For Skills Based routing, if the call is in the last group, the call overflows if the system finds no matching agent. If the call is in any other group, and if it’s sent to an agent who doesn’t answer, the system continues to try matching other available agents any number of times, without regard to this setting. In a load balance strategy using percentage allocation, the system does not route a call to a second team when the first team is unavailable. Instead, the system retries the first team's DN for the number of times that are specified for the strategy, and then overflows the call.
Flag as Default Routing Strategy -or- Update as Default Routing Strategy	This setting is available only if you’re creating a new strategy or copying an existing one. Set to Yes if you want this to be the default routing strategy for the specified time interval for this entry point or queue. Set to No if you’re creating an exception to the default schedule, such as a holiday. A strategy that isn’t configured as default overrides the default strategy. That is, the system first checks for a strategy that isn’t flagged as default, and if none exists, the default strategy is used.
Call Control
Control Script	Select a call control script from the drop-down list. Every strategy must have a control script associated with it, which defines how calls are handled. If appropriate, change the script's default parameters in the fields displayed. For more information, see Assigning Call Control Scripts and Parameters. When you create an Inbound Queue, if a Control Script is selected, then the Music in Queue setting gets reset. If you’re editing an existing strategy, selecting a different call control script can significantly change how calls are handled. It’s important that you’re clear on what you want to do before changing scripts or script parameters. If this is an entry point strategy for Skills-Based routing, assign skills requirements as described in Assigning Skill Requirements to Incoming Calls.

Table 4. General settings applicable in routing strategy
Setting	Description
General Settings
Name	Enter a name for the strategy, such as US Holiday or Weekends. You can’t edit this field after you save the strategy.
Enterprise Name	Shows the tenant name.
Status	Click Active if you want the strategy to become effective on the start date that you specify in the Start Date field. Click Not Active if you want to save the strategy for future use or as a draft to work on later. The status is always Active for chat and email routing strategies as you can configure only one routing strategy for each entry point or queue.

Table 5. Settings applicable in routing strategy for Telephony
Setting	Description
Time Settings (These are read-only for proxy queues.)
Start Date  End Date	Click in each of these fields and use the calendar controls to specify the start date (the date that the strategy becomes effective) and the end date (the date that the strategy expires).
Start Time  End Time	Enter in 24-hour format (0000–2400) the time of day that you want the strategy to start and end.
Day of Week	From the drop-down list, choose All Days if you want to schedule the strategy for every day or Weekdays if you want to schedule the strategy for Monday through Friday only. -OR- Click each icon that represents a day on which you want to schedule the strategy.
Advanced Settings
Music on Hold	Select the name of the audio (.wav) file to play for calls when an agent puts a call on hold. Music in Queue (MIQ) is handled from Flow. When a contact is queued and if no agent is available, the customer is engaged with MIQ.
Call Control
Flag as Default Routing Strategy -or- Update as Default Routing Strategy	Choose the Routing Strategy. This setting is available only if you create a new strategy or copy an existing one. Set to Yes if you want this routing strategy to be the default routing strategy for the specified time interval for this entry point or queue. Set to No to create an exception to the default schedule, such as a holiday. This strategy overrides the default strategy. That is, the system first checks for a strategy that isn’t flagged as default, and if none exists, the system uses the default strategy. Various routing strategies may be configured for a given time interval, but only one can be considered the current routing strategy. Webex Contact Center uses the following order of preference to decide the current routing strategy at any given time: Global Routing Overrides Default Global Routing Overrides Routing Strategy Default Routing Strategy
Flow	Select the flow from the drop-down list.

Table 6. Settings applicable in routing strategy for Email Entry Point and Queue
Setting	Description
Email Account You can add only one email account for each entry point. You can edit or delete the email account using the icons beside the email account name.
Add Email Account	Click the Add Email Account button to open the Add Email Account dialog box. Enter the following details: Email Address: Enter the email address to contact your organization. Inbound Server Settings: Enter the following server details for incoming emails: Incoming Protocol Incoming Host Inbound Encryption Inbound Port Number Outbound Server Settings: Enter the following server details for outgoing emails: SMTP Server Outbound Encryption Outbound Port Number Server Authentication: Enter the username and password to connect to the email account. Ensure you use only secure access to mail servers, such as: SMTP, IMAP, or POP over SSL SMTP, IMAP, or POP over TLS Mandatory steps to use a Gmail account for an email channel are as follows: Enable the IMAP option if you provide IMAP server to fetch mails in the server in the Gmail settings. Enable the Less Secure Apps flag in the Gmail account settings. Disable the captcha by logging into https://g.co/allowaccess. Update the credentials in the routing strategy and click Save. Advanced Email Account Settings: Enter the following advanced settings for the email account: Maximum Attachment Size Number of Attachment Limit Mail Delay Maximum Messages/Cycle
Email Routing Rules You can add up to 20 email routing rules. Use the icon beside the rule to edit or delete the rule.
Routing Rule	Click the Add Routing Rule button to open the Add Routing Rule dialog box. Enter the following details to add a rule: Routing Rule Name: Enter the name for the rule. IF Email Subject Contains: Enter the text in the email subject to set the condition for the rule. You can add up to 10 conditions using the AND or OR operators. However, you can mix the AND and OR operators in a rule. Then: Select the email queue to which the email is queued if it satisfies any condition. The email can remain in a queue for a maximum of 240 days. After 240 days, the system removes the email from Webex Contact Center.
Default Routing Rule	Select an email queue for the default routing rule in case none of the defined rules satisfy the criteria.

Table 7. Settings applicable in routing strategy for Chat
Setting	Description
Chat Routing Experience
Chat Template	Shows that the name of the Chat Template used. To edit, you must log in to Control Hub.
Chat Reason Mapping Details	Associate the preconfigured chat reasons. For more information, see Create a Chat Template.

Assigning Call Control Scripts and Parameters

Call control scripts define how a call is handled. If a control script is not assigned to a routing strategy, the default control script provisioned for the entry point or queue is used.

Flows define how a call is handled. If a flow is not assigned to an entry point routing strategy, the default flow provisioned for the entry point is used.

The Call Control settings for a routing strategy allow you to assign a control script to the routing strategy and set values for configurable parameters if any are specified in the control script.

If your enterprise uses the optional Skills-Based Routing feature, the Call Control settings for an entry point strategy can also include controls for specifying skill requirements for calls that arrive at the entry point, as described in Assigning Skill Requirements to Incoming Calls.

Note the following:

Before you can assign a custom control script, it must be uploaded to the Portal (see Uploading a Custom Control Script).
After a control script is available for selection, it can be assigned to new or existing routing strategies.
If a control script is modified after being assigned to a routing strategy, it must subsequently be reassigned to the routing strategy. For more information, see Copying or Modifying a Call Control Script and Uploading a Custom Control Script.

Assigning a different control script to an existing routing strategy can significantly change how calls are handled. Be sure that you are clear on what you want to do before changing a control script or control script parameters.

Assigning a different flow to an existing routing strategy can significantly change how calls are handled. Be sure that you are clear on what you want to do before changing a flow.

To assign a control script and parameters to a routing strategy:

Open the Routing Strategy module and on the Call Routing Strategy page, display the list view.

Select an entry point or queue from the Select Entry Point/Queue drop-down list.

Do one of the following:

To create a new strategy, follow the instructions in Create a routing strategy, and then return to this procedure for instructions on assigning a control script to the strategy.
To assign a control script to an existing strategy, from the list view, click the horizontal ellipsis button to the left of the listed strategy you want to modify and select Edit.

In the Call Control section of the page, make a selection from the Control Scripts drop-down list. If an image associated with the control script is available, you can click the Image button to the right of the Control Script list box to display it.

The configurable parameters for your selection are displayed beneath the control script name. You must set a value for every parameter.

If any call-associated data (CAD) variables are specified in the selected control script, their names are displayed in the Call-Associated Data list on the lower left side of the Call Control section. The system will capture data for a CAD variable as part of the call record only if it matches the name of an inactive CAD variable provisioned for your enterprise.

The color of a CAD variable name indicates the status of the variable.

Color	Variable Status
Green	A matching active variable exists.
Red	An inactive matching variable exists; the system does not store data for inactive variables.
Black	No matching variable exists; thus no data will be stored for the variable.

Specify a value for each parameter. To reset the parameter fields to the default values, click the Reset button beneath the parameter fields.

Parameters for a proxy queue include site and team. For these parameters, you must select a dummy site and dummy team that is not agent-based.

If the control script uses skills-based routing, a Manage button is displayed to the right of the Reset button. For details about adding skill requirements to a routing strategy, see the next section Assigning Skill Requirements to Incoming Calls.

Click Apply to apply your control script and parameter settings.

To save your settings to the routing strategy, click Save.

Assigning Skill Requirements to Incoming Calls

Skills-based routing is an optional Webex Contact Center feature that matches the needs of callers with agents who have the skills to best meet those needs. When calls arrive at an entry point, they are assigned skill requirements based on call paths specified in the call control script associated with the routing strategy for the entry point. The calls are then distributed to the specified queue for distribution to agents who possess a matching set of skills.

To assign skill requirements to incoming calls:

Display the routing strategy page for the entry point to which you want to assign or modify skill requirements.

In the Call Control section of the page, select the appropriate call control script and set any parameters as described in Assigning Call Control Scripts and Parameters.

Click the Manage button to display the Call Flow Paths window.

Click the check box to the left of a call path for which you want to assign skills, and then click the Edit Skills button.

On the Skill Assignment Page that appears, click the Add Skill button.

Select a skill from the drop-down list and use the controls that are displayed to the right of the skill name to specify a value for the skill.

The controls for assigning a value to the skill vary depending on the skill type. The four skill types are described in the table that follows. (For more information about skill types, see About Skills Based Routing section.)

When you update an existing call control script, the value in the Skill Requirements field is reset. Ensure that you take note of the configuration so that you can re-enter the right values for the Skill Requirements field in case the call control script is modified.
Skill requirements specified for the default path will be used for any path that doesn’t have skill requirements assigned to it.

Skill Type	Description
Proficiency	Select the >= (greater than or equal to) button or the <= (less than or equal to) button, and then drag the slider to the right or left to assign a value between 0 (lowest) and 10 (highest) that represents the required level of expertise in the skill.
Boolean	Select True or False to indicate whether the agent handling the call is required to have or required not to have this skill.
Text	Enter a value in the text box and select the is or is NOT button to indicate whether the agent handling the call must have or must not have a matching value.
Enumeration	Select a value from the drop-down list.

To add another skill requirement for the selected path, repeat the previous step. To delete a skill requirement mapping, click the Delete button to the right of the setting for that skill.

When you’re finished adding skill requirements for the selected path, click the Save button to save your changes and close the Skills Assignment Page.

To add skill requirements for another path, start again at step 4.

When you’re finished, click the Apply button at the bottom of the Call Flow Paths window.

To save your settings to the routing strategy, click Save.

Modify a Routing Strategy

Before you modify a routing strategy, be aware of the following:

Although you cannot copy the current strategy, you can modify any of its settings except those that affect execution time or date. These changes have no effect on the recurring scheduled version of the strategy.
When you modify the current strategy, your changes take effect immediately for new calls and remain in effect until the current strategy ends. If there are calls in the queue when the modifications are made, the existing queued calls follow the original strategy unless you check the Apply changes to current calls in queue check box to the right of the Save button.

Changes made to the current Email or Chat entry point routing strategy are also applied to the corresponding active routing strategies.
When you modify a strategy that is not the current strategy, your changes take effect according to the scheduled times specified in the strategy.

1	From the Management Portal navigation bar, choose Routing Strategy.
2	On the Routing Strategy page, choose an entry point or queue from the Select Entry Point/Queue drop-down list.
3	Click the ellipsis button beside the strategy that you want to modify and choose Edit.
4	If you are modifying a global routing strategy: Click the Routing button on the menu bar, select Global Routing Strategies, select the Entry Point or Queue button on the upper-left side page. If you are modifying a strategy for cross-ACD entry points or for proxy queues, set the CC-one ACD field to False. Click the horizontal ellipsis button to the left of a the strategy you want to modify and select Edit.
5	Make your changes. For information about each setting, see the setting descriptions table in Create a routing strategy.
6	If you modify the current strategy and want the changes to apply to calls currently in queue, check the Apply changes to current calls in queue check box on the lower right side of the page. If you don't check this check box, the changes only apply to new calls.
7	Click Save to save your changes.

Routing Strategies Deletion and Restoration

When you delete a routing strategy, the system moves the strategy to the Deleted Routing Strategies or Deleted Global Routing Overrides page where it can be restored or permanently deleted within 30 days. After 30 days, the system permanently deletes the routing strategy.

When you delete a current strategy, the system activates the next strategy scheduled for that time period. Do not delete a current strategy unless an alternate strategy is available.

Delete a Standard Routing Strategy

1	From the Management Portal navigation bar, choose Routing Strategy.
2	On the Routing Strategy page, choose an entry point or queue from the Select Entry Point/Queue drop-down list.
3	Click the ellipsis button beside the routing strategy that you want to delete and click Delete.
4	Click Yes to confirm. The system moves the strategy to the Deleted Routing Strategies page where it can be restored or permanently deleted (see Restore or Permanently Delete a Routing Strategy).

Restore or Permanently Delete a Routing Strategy

1	From the Management Portal navigation bar, choose Routing Strategy.
2	On the Routing Strategy page, click Deleted Strategies.
3	Choose an entry point or queue from the Select Entry Point/Queue drop-down list.
4	Click the ellipsis button beside the strategy that you want to either restore or permanently delete and do one of the following: To permanently delete the strategy, click Delete. Click Yes to confirm. - OR - To restore the strategy, click Restore.
5	If you are restoring a strategy, modify the settings as required, and click Restore. You cannot restore a deleted Chat Entry Point Routing Strategy, if a Routing Strategy is assigned to the Entry Point. If any settings conflict with an existing routing strategy, a message informs you. In this case, you must modify the settings before you can restore the strategy.

Audio on Hold

When a call is queued on the network, an audio file continues to play until the call is distributed to a team with available capacity. If the call is queued for longer than the length of the audio content, the audio file loops back and restarts from the beginning.

We recommend that the audio file include a brief delay message followed by music. The message should announce the name of the associated queue, instruct the caller to hold for the next available agent, and include a warning that calls may be monitored.

You can record one audio file for each strategy, so the message can vary by time of day, day of week, holiday schedule, and other factors.

Working with Global Routing Overrides

Global routing overrides operate in the Tenant time zone.

View global routing overrides

Use this procedure to view a list of global routing overrides.

Before you begin

You require Administrator access privileges to perform this procedure.

1	From the Management Portal navigation bar, choose Routing Strategy. The Routing Strategy page opens.
2	From the menu bar, choose Routing > Global Routing Overrides. The Global Routing Overrides page opens to display the Global Routing Overrides List. This page displays all existing global routing overrides. You can use the Search function at the top-right of the List area to find your target. See Global routing override parameters for a description of the parameters that are visible on the page.
3	(Optional) To export the list of global routing overrides for data analysis, click the ellipsis button near the top-right side of the page and click Excel or CSV.
4	(Optional) To display the details of a routing overrides or to edit it, click the ellipsis button at the left of the listed overrides and then click Edit. See Edit a global routing override for further detail on editing a routing override.

Create global routing overrides

You can change the contact handling flow for multiple telephony entry points at the same time, such as for a holiday or emergency situation. Preconfigure one or more flows that you can apply quickly as an override when needed. When it becomes active, the global routing override only applies to new calls, while active calls follow the current entry point routing strategies.

By default, you create global routing overrides in the Tenant time zone. All the data that are displayed on the Global Routing Overrides page or dashboard are based on the Tenant time zone.

You can choose between two methods to create a global routing override:

Create a global routing override
Create a global routing override from a copy

Create a global routing override

Use this procedure to create a global routing override.

Before you begin

You require Administrator access privileges to perform this procedure.

1	From the Management Portal navigation bar, choose Routing Strategy. The Routing Strategy page opens.
2	From the menu bar, choose Routing > Global Routing Overrides. The Global Routing Overrides page opens to display the Global Routing Overrides List. This page shows all existing global routing overrides.
3	From the Global Routing Overrides page, click + New Override. The Create Global Routing Override page opens.
4	Configure the new global routing override as described in Global routing override parameters.
5	Click Save or Cancel.

Create a global routing override from a copy

Use this procedure to create a global routing override from a copy of an existing override.

Before you begin

You require Administrator access privileges to perform this procedure.

1	From the Management Portal navigation bar, choose Routing Strategy. The Routing Strategy page opens.
2	From the menu bar, choose Routing > Global Routing Overrides. The Global Routing Overrides page opens to display the Global Routing Overrides List. This page shows all existing global routing overrides.
3	Locate the global routing override you want to copy to create a new override. You can use the Search function at the top-right of the Global Routing Overrides List area to find your target.
4	Click the ellipsis button to the left of a listed override, and then click Copy. The Copy Global Routing Override page opens.
5	Change the settings as required, and in accordance with instructions provided in Global routing override parameters.
6	Click Save or Cancel.

Edit a global routing override

Use this procedure to edit an existing global routing override.

Before you begin

You require Administrator access privileges to perform this procedure.

1	From the Management Portal navigation bar, choose Routing Strategy. The Routing Strategy page opens.
2	From the menu bar, choose Routing > Global Routing Overrides. The Global Routing Overrides page opens to display the Global Routing Overrides List. This page shows all existing global routing overrides.
3	Locate the global routing override you want to edit. You can use the Search function at the top-right of the Global Routing Overrides List area to find your target.
4	Click the ellipsis button at the left of the entry point you want to modify, and then click Edit. The Overwrite Global Routing Override page opens.
5	Edit the routing override parameters in accordance with the information provided in Global routing override parameters.
6	Click Save or Cancel.

Global routing override parameters

The following sections describe the parameters you see on the various pages that constitute the global routing override user interface.

Parameters for Global Routing Overrides page

The following table lists and describes the parameters you see in the Global Routing Overrides List area on the Global Routing Overrides page.

Column	Description
Name	Displays the name you assign to the override. You can't change the override name after you create it.
ID	Displays the system-assigned number of the override.
Status	Indicates the status of the override. Current (appears in Red) means this is a snapshot of the currently running override. You can't copy the current override, but you can modify any setting that doesn't affect execution time or date. Changes to the override don't affect the recurring scheduled version of the override. You can delete the current override, but don't delete it before you create a different override for the same time interval. If you delete an override without having another one in place, the last override used by the system becomes the default override although the start and end times and dates have expired. If this occurs, either create a new override for the current time period, or copy the default override and correct the time settings. Active means that the override is in effect at the specified start time on the specified start date. This is the default status. Not Active means the override isn't in effect regardless of the specified start time and date. This status lets you save an override for future use or as a draft to continue with later.
Default	Indicates whether the global routing override is the default routing strategy (Yes) or isn't the default routing strategy (No).
Repetition	Specifies whether the override repeats daily or only on specific days of the week.
Start Date	Displays the date on which the override starts.
End Date	Displays the date on which the override ends.
Start Time	Displays the time at which the override starts (in 24-hour format) for any given day in the specified date range.
End Time	Displays the time at which the override ends (in 24-hour format) for any given day in the specified date range.
Time Zone	Displays the Tenant time zone. Global routing overrides operate in the Tenant time zone.
Flow	Lists the associated call flows when a routing override is executing.

Parameters for Create, Overwrite, Copy, and Restore Gobal Routing Override pages

The following table lists and describes the parameters that you see on the:

Create Global Routing Override page
Overwrite Global Routing Override page
Copy Global Routing Override page
Restore Global Routing Override page

Use this information to configure new or copied overrides and edit existing ones.

Parameter	Description
General Settings
Name	Enter the name for the global routing override. You can't change the name after it's created. If you copy an override, you can change the name of the copy.
Enterprise Name	Displays the name of the Tenant.
Channel Type	Displays the only valid channel type: Telephony
Entry Points or Queues	This field appears only if you are creating or copying a global routing override. Choose the entry points or queues to which the global routing override applies.
Routing Type	This option is available only for queues. It is not available for proxy queues. Longest Available Agent: The system routes calls to the agent who has been available for the longest time among all the agents on all the teams assigned to the strategy in the Call Distribution section. Load Balance: The system routes calls to agents based on load-balancing conditions that you set in the Mode and Type fields and in the settings you specified in the Call Distribution section. Mode: If you specified Load Balance in the Routing Type field, select one of the following values to specify how to handle the call load: Percentage: The system routes calls to selected teams based on a percentage allocation that you specify for each team in the Call Distribution section. The percentage spread total must equal 100 across all teams selected for Group 1. For more information, see Specifying Call Distribution Settings. Number: The system routes calls to selected teams based on the value you specify for each team in the Call Distribution section. This value reflects the call capacity for that team. After the system sends the specified number of calls to a particular team, it sends no additional calls to that team. In other words, this strategy allows you to specify an upper limit on the total number of calls the system sends to a particular team. This allows you to meet any contractual obligations not to exceed certain targets. Type: If you specified Load Balance in the Routing Type field, select one of the following values in the Type field: Dynamic: Calls routed dynamically result in a single virtual queue. The system queues callers for the longest available agent across all associated teams instead of routing them immediately at the time of call arrival to a team specified in the load balance strategy (based on active call conditions). Static: The system routes calls to specific teams on the basis of a predefined percentage or numeric allocation at the time of call arrival. In static routing, the system assigns calls to a team based on the allowable number of calls specified for that team in the Call Distribution section (either a percentage or number of calls). In dynamic routing, the system assigns calls to a team based on the current allocation of calls among the teams based on the day's tally.
Routing Type (cont'd)	Priority Based: The system routes calls to agent teams based on a priority scheme that you set in the Call Distribution section. Skills Based: The system routes calls to agents based on skill requirements that are specified in the Call Distribution section of the routing strategy for the entry point that sends calls to this queue. The Skills Based routing type is available only if your enterprise has the optional Skills-Based Routing feature provisioned. When you select Skills Based as the routing type, two more settings appear for you to specify how to route a call when more than one agent has the required skill set: Longest Available Agent: The system routes the call to the agent who has been available the longest. Best Available Agent: When you select this setting, a Skill drop-down list appears. The system routes the call to the agent with the highest proficiency in the skill you select from the drop-down list.
Status	Click the Status toggle button to set the status of the global routing override to either Active or Not Active. When set to Active, the routing override activates and deactivates on the dates and at the times specified in the related Start and End Date and Start and End Time fields.
Time Settings
Time zone	Displays the Tenant time zone. Global routing overrides operate in the Tenant time zone.
Start Date End Date	Click in each of these fields and use the calendar controls to specify the start date (the date the global routing override becomes effective) and end date (the date the global routing override expires).
Start Time End Time	Enter in 24-hour format (0000–2400) the time of day you want the global routing override to start and end.
Day of Week	From the drop-down list: Choose All Days if you want to schedule the global routing override to run every day. Choose Weekdays if you want to schedule the global routing override to run from Monday through Friday only. Choose Specific Days, and click the icons representing weekdays if you want to schedule the global routing override to run on specific days of the week.
Advanced Settings
Music on Hold	From the drop-down list, choose the name of the audio (.wav) file to play for calls when an agent puts a call on hold. Music in Queue (MIQ) is handled from Flow. When a contact is queued and if no agent is available, the customer is engaged with MIQ.
Maximum Time in Queue	If this is a standard Webex Contact Center queue routing strategy, enter the length of time to wait, in seconds, before the system routes a queued call to the overflow destination number provisioned for the queue. Cisco recommends setting this to 1800 (30 minutes) or to three times the average queue length during busy hours. If this is an email routing strategy, set this parameter to a value high enough to avoid overflow. By default, this field adopts the value provisioned for the queue. The cumulative total queue time configured for all groups in the Call Distribution section of the routing strategy mustn’t exceed the value specified here. See Specifying Call Distribution Settings for more information.
Retries within the Team	If this is a standard Webex Contact Center queue routing strategy, specify the maximum number of attempts the system makes to send a call to a team before it routes the call to the next available team. The system makes no further attempts to send the call to that team again. Exceptions: This setting doesn’t apply to Skills-Based routing strategies. For Skills Based routing, if the call is in the last group, the call overflows if the system finds no matching agent. If the call is in any other group, and if it’s sent to an agent who doesn’t answer, the system continues to try matching other available agents any number of times, without regard to this setting. In a load balance strategy using percentage allocation, the system does not route a call to a second team when the first team is unavailable. Instead, the system retries the first team's DN for the number of times that are specified for the strategy, and then overflows the call.
Flag as Default Routing Strategy	This setting is available only if you create a new override or copy an existing one. Set to Yes if you want this global routing override to be the default global routing override for the specified time interval for this entry point or queue. Set to No to create an exception to the default schedule, such as a holiday. This override overrides the default override. That is, the system first checks for a override that isn’t flagged as default, and if none exists, the system uses the default override. You can configure different routing strategies for a given time interval. However, Webex Contact Center prioritizes only one routing strategy. Webex Contact Center uses the following order of prioritization to decide the current routing strategy at any given time: Global Routing Overrides Default Global Routing Overrides Routing Strategy Default Routing Strategy
Call Control
Control Script	Select a call control script from the drop-down list. Every strategy must have a control script associated with it, which defines how calls are handled. If appropriate, change the script's default parameters in the fields displayed. For more information, see Assigning Call Control Scripts and Parameters. When you create an Inbound Queue, if a Control Script is selected, then the Music in Queue setting gets reset. If you’re editing an existing strategy, selecting a different call control script can significantly change how calls are handled. It’s important that you’re clear on what you want to do before changing scripts or script parameters. If this is an entry point strategy for Skills-Based routing, assign skills requirements as described in Assigning Skill Requirements to Incoming Calls.
Flow	Choose a flow to override the contact handling behavior for the selected entry points during the configured time period.
Call Distribution	This parameter applies to queues only. It does not apply to proxy queues. If this is a standard queue routing strategy, specify which teams you want to associate with this strategy and organize them into groups. See “Specifying Call Distribution Settings” on page 166 for details. In addition, do the following (as described in “Assigning Teams and Skill-Relaxation Settings to Groups” beginning on page 168): • If the routing type is Load Balance, assign percentage spreads or capacities to each team in Group 1. You can add additional groups, but you cannot assign percentage spreads or capacities to the teams in those additional groups. • If the routing type is Priority, assign priorities. Note that a specific priority can be assigned to only one team within the strategy (for example, only one team can have a priority of 1 assigned to it). • If the routing type is Skills Based, specify skill relaxation settings if appropriate. If this is a routing strategy for an outdial queue, you must specify a team in the Call Distribution section. The specified team is only a placeholder and is not used. In addition, be sure to create only one group for an outdial queue routing strategy.

Delete a global routing override

Use this procedure to delete a global routing strategy.

Before you begin

You require Administrator access privileges to complete this procedure.

1	From the Management Portal navigation bar, choose Routing Strategy. The Routing Strategy page opens.
2	From the menu bar, choose Routing > Global Routing Overrides. The Global Routing Overrides page opens to display the Global Routing Overrides List. This page shows all existing global routing overrides. See Global routing override parameters for a description of the elements that are visible on the page.
3	Locate the global routing override you want to edit. You can use the Search function at the top-right of the Global Routing Overrides List area to find your target.
4	Click the ellipsis button to the left of the routing override you want to delete, then click Delete. In the confirmation dialog box that opens, click OK. The routing override moves to the Deleted Global Routing Overrides page where it awaits restoration or permanent deletion. For more information, see Restore or Permanently Delete a Routing Strategy.

Restore or permanently delete a global routing override

Use this procedure to restore or permanently delete a global routing override.

Before you begin

You require Administrator access privileges to perform this procedure.

1	From the Management Portal navigation bar, choose Routing Strategy. The Routing Strategy page opens.
2	From the menu bar, choose Routing > Global Routing Override. The Global Routing Overrides page opens to display the Global Routing Overrides List. This page shows all existing global routing overrides. See Global routing override parameters for a description of the parameters that are visible on the page.
3	Click the Deleted Global Routing Overrides button at the top-right side of the page. The Deleted Global Routing Overrides page opens displaying a list of deleted routing overrides, if any exist.
4	In the Deleted Global Routing Overrides List view, locate the routing override you want to either restore or permanently delete. You can use the Search function at the far-right of the page to locate your target.
5	Click the ellipsis button to the left of the routing override you want to either restore or permanently delete and do one of the following: (Optional) To permanently delete the override, click the Delete icon. Click Yes in the confirmation dialog box to commit. The Deleted Global Routing Overrides page immediately refreshes, excluding the deleted routing override. (Optional) To restore the override, click the Restore icon. Click Yes in the confirmation dialog box to commit. The Restore Global Routing Override page appears, displaying the settings for the routing override. You can change some of the settings in accordance with the information that is provided in Global routing override parameters. Click Restore to save changes and confirm reactivation of the override. If any settings conflict with an existing routing override, a message informs you. In this case, you must modify the settings before the override restores. The Deleted Global Routing Overrides page immediately refreshes, excluding the restored routing override.

Working with Flow Designer

Flow Designer

For more information about the Flow Designer module and the configuration details, visit the Flow Designer Guide in the Webex Help Center.

Call Monitoring

Monitor Calls

The Call Monitoring module enables authorized users to silently monitor any active call that is managed by the Webex Contact Center service at any time, across any site, and to verify that customers are being served in a professional manner. Authorized users can also create monitoring schedules, coach an agent who is connected to a call by providing comments that only the agent can hear, and barge in on calls as needed.

Monitoring Overview

The Webex Contact Center Call Monitoring module enables contact center managers to monitor the quality of service being delivered across their multisource contact centers. Through a simplified Web interface, authorized users can select a combination of one or more queues, sites, and teams, as well as a specific agent that they want to monitor. After these criteria are entered, the system places a request to monitor the next call that matches the combination of all the criteria when the call is distributed to the destination site. Monitoring can be done on a continuous, one time only (ad hoc), or scheduled basis, and authorized users can monitor a call that is already in progress.

The audio for the call is delivered through an inbound phone call using a phone number associated with the user engaged in monitoring. Authorized supervisors can coach an agent during a connected call by providing comments that only the agent can hear and can barge in on a call and become part of the conversation between the agent and the customer.

Note the following:

You cannot make a continuous monitoring request and an ad-hoc request for the same target at the same time.
If a scheduled request and a continuous request are made for the same target, the continuous request takes precedence. When the continuous request is paused or canceled, the scheduled request is enabled.
If a scheduled request and an ad-hoc request are made for the same target, the ad-hoc request takes precedence. When the ad-hoc request is either canceled or completed, the scheduled request is enabled.
If you sign out of the Management Portal while a monitoring request is still active, a message asks if you want to cancel the monitor request or continue monitoring.

If you select Yes, any active ad-hoc, or continuous monitoring requests are canceled after you log out. Any scheduled requests are suspended.

Monitor Calls

The Call Monitoring page provides an interface for monitoring a call on a continuous or one-time only basis.

From the Management Portal navigation bar, choose Call Monitoring.

In the Monitoring Filter panel, specify one or more queues, sites, teams, and agents that you want to monitor. If you set a queue, site, team, or agent list to All, it includes only entities to which you have access in the request.

In the Callback Number field, enter the phone number and click Register. If you must update a number, enter the new callback number and click Update.

Enter the callback number in one of the following formats:

E.164 number format: [+][Country Code][Number]

Example: +11234567890
IDD (International Direct Dialing) format: [IDD][Country Code][Number]

Example: 01161123456789

Enter all the digits to connect the call, without hyphens or other special characters. For example, if the phone number is 415-555-1234, enter 4155551234.
The callback number used for monitoring must be the same as the one used by the supervisor when signing in to the Desktop.
On Classic platform also known as CTI, when a supervisor registers a call monitoring number on the portal or creates a monitoring schedule, the system sends a monitoring callback request to the recent number associated with the user who set up the schedule. If the supervisor updates the call monitoring number on the portal or signs in to the desktop with a different number, the callback for monitoring routes to the new number.
On Next Generation platform also known as RTMS, when a supervisor registers a call monitoring number on the portal and creates a monitoring schedule, the system sends monitoring callback requests to the callback number associated with the monitoring schedule. However, if the supervisor signs in to the desktop with an updated dial number, all callbacks route to the dial number associated with the desktop.
If a Webex Calling number is associated with your user profile, the number automatically appears as the Callback Number on the Call Monitoring page. If necessary, you can edit this number by entering a new available number. The new number is then associated with the supervisor.
You can't register an internal Webex Calling extension number as the monitoring DN. You can use a full Direct Inward Dialing (DID) number to associate with that user in Webex Calling.

To prevent this monitoring session from being displayed on the Management Portal for other users, check the Use Invisible Mode check box.

Click one of the options in the following table to submit your call monitoring request.

The system disables these options if you don't have a callback number registered.

Choose this option

To do this

Monitor Next Call

Monitor the next incoming call that fits the specified criteria.

Continuous Monitor

Continuously monitor calls that fit the specified criteria. After you click this button, a dialog box appears. In this dialog box, enter the duration of the monitoring session in minutes or retain the default value Unlimited. Click Monitor to close the dialog box and submit your request.

After the monitoring duration expires, the system takes up to five minutes to remove the call monitoring request. During this time, you receive one more call.

Your request appears in the Monitor Requests list along with any pending requests from other agents. The monitored call appears in the Calls Being Monitored list.

For more information about the Call Monitoring page, see Viewing Call Monitoring Information.

If your user profile has authorization, you can click the Coach or Barge In button in the Action column to coach the agent or barge in on the monitored call. For details, see Barge in on a Call.

When the call ends, click Monitor Next Call to monitor the next call in the queue. Alternatively, if you choose the Continuous Monitor option, the system sends the next call in the queue to you.

Click Cancel to cancel the monitoring activity for that request. If you choose Continuous Monitor, click the Pause button to temporarily halt incoming calls. You can click the Resume button to resume call monitoring.

If an agent goes into the Not Responding state, the call goes back to the queue and the caller hears music on hold. The Desktop disconnects the supervisor who is monitoring the call during this time. If the supervisor is scheduled to monitor a call but has not picked up the call, the call widget disappears from the Monitor Requests list, and the phone stops ringing.

Coach an Agent

If the Whisper Coach feature is enabled in your user profile, you can speak to an agent who is being monitored without being heard by the customer.

The coaching session continues, even if the call is transferred to another agent, until the call either ends or is transferred to another number (agent-to-DN transfer).
If the coached agent consults with another agent, you hear music on hold and are not able to continue coaching the agent until the caller is taken off hold.

Whisper Coach is not available through Extensible Supervisor Desktop (ESD).

While coaching an agent, you can barge in on the call if the Barge In feature is enabled in your user profile.

To silently coach an agent:

1	While you monitor a call (as described in Monitor Calls) and the call is connected to an agent, click Coach. Do not click Coach if the call is waiting in a queue after being transferred by the agent to another queue. Doing so causes your coach request to fail. The Coach button is not available when the agent transfers the call to another number (DN transfer).
2	Provide verbal instructions to the agent.
3	To remove yourself from the call, hang up. The call is removed from the Calls Being Monitored list.

Barge in on a Call

Authorized users can use the Barge-In function to join a call they are monitoring and participate in the conversation between the agent and the customer unless the call is transferred to another number (agent-to-DN transfer), after which the call is removed from the Calls Being Monitored list. To barge in on a call:

1	While you are monitoring or coaching a call, and the call is connected to an agent (and not waiting in a queue), click Barge In. You are immediately connected to the call. The Barge In button disappears from the page.
2	To remove yourself from the call, hang up. The call is removed from the Calls Being Monitored list.

Viewing Call Monitoring Information

To view call monitoring information, from the Management Portal navigation bar, click Call Monitoring

The Call Monitoring page displays the following:

Controls for requesting a monitoring session. For more information, see Monitor Calls.
A chart of active and queued calls for the queue that is currently selected in the Monitoring Filter panel on the left side of the page.
The Monitoring Requests/Calls Being Monitored table, which displays the two lists described in the following sections.

If you resize the Call Monitoring window to a very narrow size, the Monitoring Requests/Calls Being Monitored table displays at the bottom of the window. It might appear that the table is missing, but you can see it if your scroll to the bottom of the window.

Calls Being Monitored List

The Calls Being Monitored list displays information about all calls currently being monitored in your enterprise.

When a monitored call is transferred to a specific phone number (agent-to-DN transfer), it is removed from the Calls Being Monitored list and thus, the Coach and Barge In buttons are no longer available.

Table 1. Calls Being Monitored List
Column	Description
Queue	The queue that received the call.
Site	The contact center location to which the call was distributed.
Team	The team to which the call was distributed.
Agent	The name of the agent being monitored or a numeric ID code if the call was answered by a capacity-based team resource instead of by a Webex Contact Center agent.
Monitoring Status	The status of the monitoring session: monitoring-started: The monitoring supervisor has picked up the phone. connected: The agent has picked up the call. CoachStarted: The monitoring supervisor has started coaching the agent. barged: The monitoring supervisor has barged in on the call.
Supervisor Name	The name of the person monitoring the call.
Supervisor Number	The phone number of the person monitoring the call.
Duration (mm:ss)	The number of minutes and seconds since the call arrived.
Action	Buttons that you can click to coach or barge in on a call that is being monitored, if authorized by your user profile.

Monitoring Requests List

The Monitor Requests list displays information about all monitoring requests in your enterprise.

If a monitoring request includes multiple queues, sites, teams, or agents, you can display a list of them in a tool tip by placing your mouse on a value in the Queue, Site, Team, or Agent column.

Table 2. Monitoring Requests List
Column	Description
Request Type	The request types are: Continuous: The specified target (queue, team, site, or agent) is continuously monitored until the request is paused or canceled or until the monitoring duration is reached if the monitoring user specified a duration. You can point to the word Continuous to display a tooltip showing the duration of the monitoring request or Unlimited if no duration was specified. Scheduled: A call monitoring schedule for the specified target is set up and running. Ad-Hoc: The next call that matches the specified criteria is monitored.
Queue	The queues included in the request. If multiple queues are included, you can display a list of them by pointing to the value displayed in the column.
Site	The sites included in the request. If multiple sites are included, you can display a list of them by pointing to the value displayed in the column.
Team	The teams included in the request. If multiple teams are included, you can display a list of them by pointing to the value displayed in the column.
Agent	The agents included in the request. If multiple agents are included, you can display a list of them by pointing to the value displayed in the column.
Monitoring Status	The status of the monitoring session: Request Pending: The request is submitted. Monitoring: The supervisor has picked up the phone.
Supervisor Name	The name of the person who submitted the request.
Supervisor Number	The phone number of the person who submitted the request.
Action	Buttons that you can click to pause, resume, or cancel a monitoring request.

Working with Monitoring Schedules

The Monitoring Schedules page in the Call Monitoring module enables authorized users to schedule call monitoring requests at specific times of the day or week. Note the following:

Monitoring schedules will be re-assigned to the user who edits a schedule, even if the creator of the schedule is a different user. Please ensure that users editing monitoring schedules are able to monitor agents.
The start and end times specified in the Call Monitoring Schedule use the enterprise time. However, calls are monitored in local time. Be sure to adjust for this when you specify the start and end times in your monitoring schedules.

Create or Edit a Monitoring Schedule

To create a new monitoring schedule or edit an existing schedule:

From the Management Portal navigation bar, choose Call Monitoring > Schedule.

To create a new schedule:

From the list view, click New Schedule.

- OR -
From the calendar view, point to the beginning date of the schedule and click the Create link that appears at the upper-left corner of the date box.

To copy or edit an existing schedule from the list view, click the ellipsis button beside a listed schedule and choose Copy or Edit.

On the page that appears, specify the appropriate settings as described in the following table:

Setting	Description
Name	Enter a name for the schedule.
Start Date and End Date	To select the start date (the date on which the schedule becomes effective) and end date (the date on which the schedule expires), click the appropriate calendar icon in the Start Date or End Date field, and then select a date from the calendar that appears.
Start Time and End Time	Enter the time of the day that you want the schedule to start and end. Specify the time in the 24-hour format (0000–2400). Note that the time that you specify in the Call Monitoring Schedule is based on the enterprise time. However, calls are monitored in the local time. Pending monitor requests are checked every 'n' number of seconds as configured in your system. The default interval is five minutes. When the checking starts, each monitor request is checked and validated. If the request is past the scheduled deadline (that is, the End Time value), it is removed from the pending monitor requests list. Because of this added functionality, the scheduled end time may actually occur a few minutes later than specified.
Day of Week	From the drop-down list, select All Days if you want the schedule to run every day, or Weekdays if you want the schedule to run from Monday through Friday only. OR Click each icon that represents a day during which you want the schedule to run.
Status	Click Active if you want the schedule to become effective at the specified start time on the specified start date. Otherwise, click Not Active.
Callback Number	This field displays the phone number to which the audio is sent. The callback number can be in one of the following formats: E.164 number format: [+][Country Code][Number] Example: +11234567890 IDD (International Direct Dialing) format: [IDD][Country Code][Number] Example: 01161123456789
Filter By	Select the queues, sites, teams, and agents that you want to be monitored as part of this schedule.

Click Save.

Activate or Deactivate Monitoring Schedules

You can activate or deactivate a monitoring schedule by editing the Status field in the settings for the schedule, or you can click a button in the list view Monitoring Schedules page as follows:

1	From the Management Portal navigation bar, choose Call Monitoring > Schedule.
2	Click the ellipsis button beside a listed schedule and click Activate or Deactivate.

Export the Monitoring Schedule List

To export the monitoring schedule list to a data analysis tool such as Microsoft Excel:

1	From the Management Portal navigation bar, choose Call Monitoring > Schedule.
2	In the list view, click Action on the upper-right side of the page header and choose Excel or CSV.
3	In the dialog box that opens, either click Open to open the file, or click Save, navigate to the directory where you want to save the file, and then click Save.

Delete a Monitoring Schedule

To delete a monitoring schedule:

1	From the Management Portal navigation bar, choose Call Monitoring > Schedule.
2	In the list view, click the ellipsis button beside a listed schedule and click Delete.
3	Click Yes to confirm the deletion.

Call Recording

Create or Edit a Recording Schedule

To create or edit a call recording schedule:

From the Management Portal navigation bar, choose the Call Recording module.

On the Recording Schedules page, select a queue from the Queue drop-down list.

All call recording schedules for that queue are displayed. From here, you can:

Add a new schedule
Edit or view an existing schedule
Delete an existing schedule
Copy an existing schedule
Switch between a list view and calendar view of all schedules for this queue.

To create a new schedule:

From the list view, click New Schedule.

- OR -
From the calendar view, point to the schedule’s beginning date and click the Create link that appears in the upper-left corner of the date box.

To copy or edit an existing schedule, from the list view, click the ellipsis button beside a listed schedule and click Copy or Edit.

On the page that appears, specify the appropriate settings as described in the following table, and then click Save.

Setting	Description
Name	Enter a name for the schedule.
Start Date and End Date	To select the start date (the date on which the schedule becomes effective) and end date (the date on which the schedule expires), click the appropriate calendar icon, and then select a date from the calendar that appears.
Start Time and End Time	Enter in 24-hour format (0000 to 2400) the time of day you want the schedule to start and end.
Days of Week	From the drop-down list, choose All Days if you want the schedule to run every day or Weekdays if you want the schedule to run from Monday through Friday only. -OR- Click each icon corresponding to the day on which you want the schedule to run.
Status	Click Active if you want the schedule to become effective at the specified start time on the specified start date. Otherwise, click Not Active.
Stop Recording on Transferred Out Calls	Click On if you want recording to stop when a call is transferred.
Enable Pause Resume	Click On if you want the agent to have access to the Privacy Shield icon during call recording so that the agent can pause and resume recording. For example, the agent might need to pause potential call recording when obtaining a credit card number or other protected information. Be sure to instruct agents regarding when to use this feature. The Privacy Shield icon is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in your Webex Contact Center service configuration.
Pause Duration (in Sec)	If you set Enable Pause Resume to On, enter the number of seconds for which the recording will be paused if the user had not clicked the Turn Off Privacy Shield button earlier.
Percentage	Specify the percentage of the total number of current calls you want recorded for this queue.
Filter By	Select the sites, teams, and agents you want to include in your recording schedule. Outdial call recording is based on the site, team, and agent who makes the outdial call. For example, if a recording schedule is created for the Outdial queue and a site named Chicago, then only those outdial calls made by teams under the Chicago site are recorded, and not calls made from other sites.

Deleting a Recording Schedule

To delete a recording schedule:

1	From the Management Portal navigation bar, choose the Call Recording module.
2	On the Recording Schedules page, select a queue from the Queue drop-down list.
3	Click the ellipsis button beside a listed schedule and click Delete.

Recording Management

About Recording Management

The optional Webex Contact Center Recording Management module enables authorized users to search for and play audio files that are recorded through the Webex Contact Center Call Recording feature. In addition, authorized users can create tags that can be assigned to audio files for use as search criteria, specify which global (previously known as CAD) variables to store with recordings, and view recent Recording Management activity.

For configuration objects that have been deleted, an option to filter data using the deleted object names will not be available. It is recommended to query and fetch the data by a date range. The result set will contain details of calls handled for those configuration objects which are permanently deleted.

Stereo Recording

The Stereo Recording feature replaces the combined mono output file with a stereo output file. The stereo file provides the audio streams of the agent and the other participant (the caller or the called party) as two separate audio channels within a single recording. This enables better voice analytics than in a mono file, where the audio is mixed into a single stream.

To play a stereo recorded file, the Webex Contact Center Recording Management module enables authorized users to search for and play stereo recorded audio files. For more information, see Search for and Play Recordings.

Search for and Play Recordings

To search for and play a recording:

From the Management Portal navigation bar, choose Recording Management.

By default, the search page lists the recordings for the previous 13 months from the current date. To search based on specific criteria, use the following search fields on the left pane to filter the recordings:

Queues: Choose one or more queues to filter the recordings returned by queue.
Sites: Choose one or more sites. The teams and agents associated with the selected sites display in the Teams and Agents lists.
Teams: Choose one or more teams. Only the agents associated with the selected teams appear on the Agents list. If the Teams field is empty, then all agents associated with the selected sites appear.
Agents: Choose one or more agents to filter the recordings based on active agent ID.
Wrap Up Codes: Choose one or more codes from the list to filter the search based on the wrap-up codes.
Tags: Define a text string and assign it to the recording. You can filter the search based on tags by selecting them in the Tags list. For more information, see the section Assign and Remove Tags and Create and Export Tags.
Exclude Deleted Agents: Check the check box to exclude recordings for deleted agents from the search.
Search Deleted Files: Check the check box to search audio files that were deleted within 30 days. The system permanently removes deleted files older than 30 days. To play a deleted audio file, restore the file as described in Restore a recording.

The Queues, Sites, and other lists appear based on your access privileges.
To reset all lists and fields, and start over again, click Reset.

To filter the list based on more criteria, click the Advanced Search button.

In the dialog box that appears, you can filter the search results based on Recording Duration and Call Attributes:

Filter by Recording Duration: You can enter values in the Recording Duration fields to specify the minimum and maximum length of the recording to search for. You can also check the Unlimited check box to search for a recording of any length.
Filter by Call Attributes: You can enter values that appear under the Call Attributes field to filter the search results based on the following attributes:
- Session ID
- DNIS
- ANI number

Click the Search button to search.

If the search criteria match, then the Search Results page lists the recordings.

Click the ellipsis button beside an entry. The following options appear:

Action

Description

Play

Play a recording by selecting the Stereo icon. It plays the full audio conversation of the agent and caller.

If the Leg Recording option is enabled for your enterprise, three play buttons are available when you click the button. Select Agent to play just the agent audio; select Caller to play just the caller audio.

This option allows you to play a recording for the entire call that includes any transfers and conferences.

The system also provides a separate file for each call event, such as pause, resume, transfer, and conference. You can access these individual files by clicking the arrow button to the left of a listed recording.

Download

Download a recording.

Assign and Remove Tags

You can assign the same tag to multiple recordings and you can assign multiple tags to an individual recording.

To assign a tag to a recording or remove a tag from a recording:

1	From the Management Portal navigation bar, choose Recording Management.
2	On the Search page, perform a search for the recordings you want to either assign tags to or remove tags from, as described.
3	Click the ellipsis button beside a listed recording on the Search Results page and click Tags. On the upper part of the dialog box that opens, the list of tags assigned to the recording is displayed on the right and a list of tags that are available is displayed on the left.
4	To assign a tag to the recording, select a tag in list on the left and click Assign Tag to move it to the list on the right.
5	To remove a tag from the recording, select a tag in the list on the right and click Remove Tag to move it to the list on the right.
6	When you are finished, click Save.

Search Attributes

The Recording Management > Search Attributes page provides access to controls where you can perform the tasks described in the following topics:

Create and Export Tags

Create and Export Tags

The Tags section of the Recording Management > Search Attributes page enables authorized users to create and export a list of tags that can be assigned to recordings (see Assign and Remove Tags).

To create a tag or export a list of tags:

From the Management Portal navigation bar, choose Recording Management > Search Attributes.

In the Tags section of the page that appears, do one of the following:

To create a tag, click Add. Enter a name for the tag and click Save.
To export the list of tags, click the Excel or CSV link beneath the tags list. In the dialog box that opens, click Open to open the file, or click Save, navigate to the directory where you want to save the file, and then click Save.

Digital Channels

Webex Contact Center supports various digital channels like Facebook Messenger, LiveChat, Email, SMS, Apple Messages for Business, and WhatsApp. With changing habits and lifestyle preferences, these digital channels offer consumers an opportunity to connect with businesses through their preferred channels.

Supported Digital Channels

For information about the supported digital channels and their configuration details, visit Set up digital channels in Webex Contact Center.

Opt Out When in Queue

Queue is where the contact waits before the system assigns to an agent or a dial number. The queue is created in the Provisioning module of the Management Portal.

The customer is presented with the opt-out of the queue menu with information about the estimated wait time and the position in the queue. The customer can choose to opt out and exit the queue.

Task Flow to Set Up the Opt-Out Functionality

View Opt-out-of-Queue Report

Task Flow to Set Up the Opt-Out Functionality

To set up the opt-out functionality:

1	Create new opt-out-of-queue flow from the Cisco Webex Contact Center Management Portal (Routing Strategy > Flows > New).
2	Configure the Play Music activity in the Flow Designer. Specify the audio file, music duration, and the start offset.
3	Configure the Queue Contact activity to place the contact in a queue or the Queue to Agent activity to route the contact directly to a preferred agent.
4	Configure the Get Queue Info activity to know the current position in the queue and the estimated wait time.
5	Configure the Menu activity for the wait-in-queue prompt or the opt-out-of-queue prompt with the Text-to-Speech functionality enabled.
6	Configure the Callback flow if the contact selects to opt out of the queue and registers for a callback in the opt-out-of-queue prompt selection.
7	Click Publish Flow. For more information, see Publish a Flow.

View Opt-out-of-Queue Report

The Opt-out-of-Queue report captures the average wait time in a queue after the customer chooses to opt out of the queue. For more information about how to view the Opt-out-of-Queue report, see the Webex Contact Center Analyzer User Guide.

Blended Multimedia Profiles

Overview

If you are using Multimedia Profiles from Webex Contact Center Control Hub, see Manage multimedia profiles article for the latest updates. However, if you are accessing multimedia profiles through Management portal, you can proceed with this section of Setup and Admin Guide.

Blended Multimedia Profiles offer Webex Contact Center administrators the ability to configure the media channel types (voice, chat, email, and social) and the number of contacts of each media channel that an agent can handle simultaneously.

Administrators can configure multimedia profiles of the following types:

Blended
Blended Real-time
Exclusive

The administrator can then associate the multimedia profile to agents at the site, team, or agent level.

Advantages of Blended Multimedia Profiles

Blended Multimedia Profiles enable organizations to provide dedicated attention to customers, promoting better quality of service, improved customer experience, and better conversion rates. Also, organizations can balance the load across media channels when experiencing uneven load in some channels, enabling efficient utilization of agents.

Setting Up Blended Multimedia Profiles

To set up Blended Multimedia Profiles:

The administrator configures the Blended Multimedia Profile using the Multimedia settings in the Provisioning module of the Management Portal.
The administrator associates the Blended Multimedia Profile to an agent, team, or site.

In the Agent Desktop, agents are assigned contacts based on the multimedia profile associated with them at any point in time.

Administrators and supervisors can view multimedia profile settings of agents and the number of contacts of each media channel type that the agents handled, via the Agent Details report. This report is available in the Webex Contact Center Analyzer.

Configure a Multimedia Profile

As an administrator, do the following to configure a multimedia profile:

From the Management Portal navigation bar, choose Provisioning > Multimedia Profiles.
On the Multimedia Profiles page, click + to create a new multimedia profile or click the ellipsis button to edit an existing multimedia profile.
In the Media Details section, select the blended multimedia profile as required. The available multimedia profile types are:
- Blended: Allows you to specify the media channels and the number of contacts per media channel that an agent can handle simultaneously (for example, 1 voice, 3 chats and 5 emails).
- Blended Real-time: Contacts of only one real-time media channel (either voice or chat) will be assigned to an agent at a point in time, along with contacts of other media channel types (email and social).
  
  For Blended and Blended Real-time multimedia profiles, the maximum number of contacts that can be assigned to an agent is 1 for voice, and 5 for chat, email and social.
- Exclusive: Select this profile type to assign only one contact to the agent across all media channels, at a point in time.

For more information, see Create a Multimedia Profile.

Associate a Multimedia Profile to an Agent, Team, or Site

After you configure the multimedia profile, associate the profile to a site, team, or agent via the Provisioning module in the Management Portal. For more information, see Sites, Teams, and Users.

A multimedia profile associated with an agent takes precedence over the multimedia profile of the agent's team. A multimedia profile of the team takes precedence over the multimedia profile associated with the site.

Assign Contacts to Agents

In the Agent Desktop, contacts are assigned to an agent based on the multimedia profile associated with the agent.

View Agent Details

As an administrator or supervisor, you can view the multimedia profile settings of agents and the number of contacts of each channel type handled by the agents, via the Agent Details report in the Webex Contact Center Analyzer.

For more information, see Agent Details Report in the Visualization chapter in the Cisco Webex Contact Center Analyzer User Guide.

Courtesy Callback

About Courtesy Callback

A customer calling the contact center can be offered an option to receive a callback rather than waiting in the queue to connect to an agent. The customer can be offered the callback option during peak hours when the wait time is longer, or during non-working hours of the contact center.

Advantages of Courtesy Callback

Courtesy callback enables the contact center to offer better quality of service, and increase customer retention. The customer experience is enhanced, because the contact receives a proactive call from an agent rather than having to wait to connect to the agent.

Setting Up Courtesy Callback

To set up courtesy callback, the flow developer needs to configure the callback flow using the Flow Designer.

Prior to configuring the courtesy callback flow, the contact center administrator must configure the inbound entry point and queue for courtesy callback.
Courtesy callback isn't supported with capacity-based teams (CBT). CBTs have no individual agents assigned to them, and courtesy callback requires an Agent ID to function. Therefore, if the courtesy callback flows to an entry point or a queue served by a CBT, the call fails.
Courtesy callback should be configured after a queuing activity. This should not be used as a first-class queuing activity in a flow.

When a customer dials in to the contact center and waits in queue for an agent, the customer can be provided with the option to opt out of the queue and receive a callback instead. The customer's position in the queue is retained for receiving the callback. The contact will remain in a queue based on the duration set in MAX_TIME_IN_QUEUE configuration. When an agent is available, the agent is offered the callback request in the Agent Desktop, based on the customer’s position in the queue. After the agent accepts the callback request, the call is dialed out to the customer. When the interaction ends, the agent chooses a wrap-up code to wrap up the call.

A Courtesy Callback report is available in Webex Contact Center Analyzer, for the supervisor and administrator to view callback statistics. In addition, agents can gain insights on their callback statistics via the Team Stats- Historic Agent Performance Statistics (APS) report.

Configure the Callback Flow

Ensure that the administrator has set up the inbound entry point and queue for courtesy callback. For more information about how to set up entry points and queues, see Entry Points and Queues.

As a flow developer, set up the courtesy callback flow using the Flow Designer. The following figure illustrates a sample courtesy callback flow:

Webex Contact Center Flow Designer example illustrating a courtesy callback flow.

For more information on how to configure a flow using the Flow Designer, see Flow Designer Overview.

The following steps summarize the sample courtesy callback flow:

The customer dials into the IVR.
The customer contact is routed to an appropriate queue in accordance with the Menu and Queue Contact configuration. The sample flow and the sequence of steps depicted here are based on this scenario.

Alternatively, you can enable the customer to opt out of the call and receive a callback before the call is routed to a queue; for example, during non-working hours of the contact center. The contact can then be routed to an appropriate queue by configuring the Callback activity.

When the customer waits in a queue (call is parked) for an agent, you can engage the customer with the following activities:
- Play Music: Plays a static .wav file as the customer waits in queue.
- Play Message: Informs the customer of the position in queue (PIQ) and the estimated wait time (EWT) using this activity. Use the Get Queue Info activity to fetch the EWT/PIQ.
You can configure the Play Music activity and the Play Message activity to play the audio files intermittently, until an agent is available or until the customer opts out of the queue.
The customer can be offered an Opt Out of Queue menu option, based on the EWT/PIQ. You can configure any of the following options when the customer opts out of the queue:
- Leave a voice mail: Configure a Blind Transfer activity to enable the customer to leave a voice mail when the customer opts out of the queue.
- Receive a courtesy callback: The customer's position in queue is retained to receive a courtesy callback.
  
  The following activities enable you to configure the callback:
  - Menu: Configure a callback menu to enable the customer to choose a callback number.
    
    The customer can provide the callback number, or the customer's ANI (Automatic Number Identification) number is used as the default callback number.
    
    You can use the Collect Digits and Set Variable activities to set the callback number, as illustrated in the callback flow.
  - Callback: Configure the Callback activity to make the courtesy callback. You can configure the Callback activity to use the same queue as the inbound call, or a different queue to make the callback.
    
    Do not configure callback to use a queue served by a capacity-based team (CBT) as it results in call failure. Callback processing requires an Agent ID, and CBTs have no individual agents assigned to them.
    
    If you select the same queue to make the callback, the customer is called back when the agent is available in the queue, based on the customer's position in queue.
    
    If you select a different queue to make the callback, the callback request is placed at the end of the new queue.
    
    You can select a static queue or a variable queue when you configure the Callback activity. For more information on setting the Callback activity parameters, see Callback.
You can configure a confirmation message that the callback is registered and then disconnect the contact, by using the Play Message and the Disconnect Contact activities.

When you design a flow, a Consult interaction can't include a Courtesy Callback activity.
You can use a Play Message activity after a Callback activity in a flow. If an agent is found during Callback registration or a Play Message period, the customer is immediately connected to the agent.

Make a Courtesy Callback

After the customer opts out of the queue, a callback request to the customer is initiated when an agent is available in the queue, based on the contact's position in the queue. The agent is offered the callback request in the Agent Desktop.

If the agent does not accept the request, the request is routed to another available agent, or continues to wait in the queue until an agent is available.
Only a single attempt is made for the courtesy callback. If the call is not successfully connected to the customer, or is rejected by the customer, it isn't retried.

After the agent accepts the call, the call is dialed out to the customer. The customer receives the call from an ANI associated with the contact center. For more information on ANI, see Outdial Automatic Number Identification (ANI).

If the customer does not respond to the call or rejects the call, the callback request is canceled. If the customer answers the call, the callback request is marked as processed.

When the interaction ends, the agent chooses a wrap-up code to wrap up the call.

For more information on how to process a callback request via the Agent Desktop, see Callback section in the Manage your calls in Agent Desktop article.

View Courtesy Callback Reports

The following reports are available for courtesy callback:

Courtesy Callback Report: Enables administrators and supervisors to view callback statistics. For more information, see Courtesy Callback Report in the Visualization chapter in the Cisco Webex Contact Center Analyzer User Guide.

Team Stats - Historic Report: Enables agents to gain insights on their performance with respect to callback contacts. The APS report is available in the Agent Desktop. For more information, see the Team statistics - historical reports section of the Agent Performance Statistics Reports in the View and manage agent performance reports article.

Self Service

The Webex Contact Center offers Self Service functionality to handle the customer requests without involving human agents. Self Service uses the Interactive Voice Response (IVR) system in the call flow. This IVR includes basic activities such as Play Message, Collect Digits, and Menu. All of these activities can also play the audio dynamically through Text-to-Speech functionality.

The maximum file size supported for audio files is 8 MB. The supported file format is .wav. For more information, see Working with Resource Files.

You can extend interactions in Self Service to have Virtual Agents in the flow. The Virtual Agent can understand caller utterances to deliver a conversational Self Service experience.

You can use the Flow Designer to script any possible use cases in the Self Service space. For more information, see Activities in Flow Designer.

Configure Entry Point and Select the Flow in Routing Strategy

You configure the Entry Point and select the flow in Routing Strategy in the Management Portal.

For more information on how to configure the Entry Point, see Entry Point and Queues. For more information on how to select the flow in Routing Strategy, see Configure Routing Resources.

Enable a Virtual Agent

A virtual agent handles conversations with your customers. The virtual agent understands the intent of the conversation and assists the customer as part of the IVR experience. The virtual agent is powered by Google's Dialogflow capabilities. The administrator has access to the Conversational IVR transcript.

The virtual agent supports the following audio codecs:

G711A for A-law
G711U for µ-law

1	Create a Dialogflow agent to integrate the conversational experience into the IVR system. For more information, see Build a Dialogflow Agent. Include `Hello` as a training phrase in the preferred language for the Dialogflow agent to start a conversation with the caller. You can add this training phrase in the default welcome intent or in any other intent of the Dialogflow agent. For more information, see Intents.
2	Configure a virtual agent in the Control Hub. For more information, see Configure Virtual Agent.
3	Add a Virtual Agent activity to the call flow to handle customer queries in conversational format. For more information, see Add Virtual Agent Activity in Flow Designer.

Build a Dialogflow Agent

Configure Google Dialogflow:

Build a Dialogflow agent that provides automated responses.

Use the Google Cloud console.
Download the JSON file that contains the Authentication Key. For more information, see About Service Account Keys.
Ensure that you create the JSON file using the Dialogflow API Admin role.

Configure Virtual Agent

After you download the Authentication Key, upload the Authentication Key by choosing the JSON file to create the Virtual Agent in the Control Hub.

The administrator must Configure a Virtual Agent in the Control Hub.

After configuring a Virtual Agent on the Control Hub, the administrator can configure the Virtual Agent activity in the Flow Designer.

Add Virtual Agent activity in Flow Designer

After configuring the Virtual Agent on Control Hub, add the Virtual Agent activity in the Flow Designer.

You can add a Virtual Agent to a call flow to handle customer queries in a conversational format. The Virtual Agent understands the intent of the conversation and assists the customer as part of the IVR experience. For more information, see Virtual Agent.

Blind Transfer

The Blind Transfer activity refers to a process wherein a contact is transferred to an external Dial Number (DN) and entry point through the IVR, without agent intervention.

The Blind Transfer activity is applicable when a call should be transferred to an external Dial Number and entry point. The transfer can also be initiated to an external bridge. For more information, see Blind Transfer.

Disconnect Contact

This activity is used to disconnect the contact from the call. This refers to the end of a contact in IVR.

For more information, see Disconnect Contact.

IVR Transcript and global Variables in Agent Desktop

The administrator can provide access to an agent to view the Conversational IVR transcript and to view or edit the global (previously known as CAD) variables based on the configurations set in the call flow.

An agent can view the Conversational IVR transcript and the global variables extracted from the Conversational IVR transcript based on the permissions set in the call flow by the administrator. For more information on the Conversational IVR transcript in Agent Desktop, see IVR Transcript Widget.

For more information on the global variables in Agent Desktop, see Enter call-associated data variables.

IVR and CVA Dialog Flow Report in Analyzer

The IVR and CVA Dialog Flow report enables the administrators and supervisors to view the Self-service operational metrics.

For more information on the IVR and CVA Dialog Flow report in Analyzer, see the section IVR and CVA Dialog Flow Report in the Cisco Webex Contact Center Analyzer User Guide.

Text-to-Speech

The Text-to-Speech capability is powered by Google's Text-to-Speech APIs. To enable this functionality, you must set up a Google Cloud account and configure the Text-to-Speech service.

With Text-to-Speech, you can convert arbitrary strings, words, sentences, and variables into an actual human speech that is played dynamically to the caller. This is in place of playing a prerecorded audio.

To enable Text-to-Speech, follow this task flow:

1	Create a Service Account to download the private key. For more information, see Create a Service Account for Google Connector.
2	Configure the Google Connector in Control Hub to enable the Text-to-Speech capability in Flow Designer. For more information, see Configure a Google Connector.
3	To use Text-to-Speech in your prompt, enable the Text-to-Speech toggle. For more information, see Text-to-Speech Toggle.

Create a Service Account for Google Connector

Complete the following procedure to configure the Google Connector:

Create a service account and download the JSON file that contains the Authentication Key.

Create a Service account.
Download the JSON file that contains the Authentication Key.

Configure a Google Connector

After you download the Authentication Key, upload the Authentication Key by choosing the JSON file to configure the Google Connector in the Control Hub.

The administrator must Configure a Connector (see the Google tab) in the Control Hub.
Add the ability to read dynamic messages. These messages can contain variables and can be used in a sequence with audio files.
If you are using variables, use this syntax: {{ variable }}. You can also use SSML to construct the message. If you are using SSML, insert it inside the <speak></speak> tags.
To learn more about Google tags, see: https://developers.google.com/assistant/conversational/df-asdk/ssml%22

After creating the connector, the administrator can enable the Text-To-Speech functionality.

Text-to-Speech Toggle

The Text-to-Speech toggle allows you to create natural-sounding, synthetic human speech as part of activities in your flow that can play messages to the caller, including Menu, Play Message, and Collect Digits. With Text-to-Speech, you can convert arbitrary strings, words, sentences, and variables into an actual human speech. This is in place of playing a pre‐recorded audio.

Text-to-Speech takes two types of input: raw text (plain text) or Speech Synthesis Markup Language-formatted (SSML-formatted) data.

After creating the Google connector, enable the Text-To-Speech toggle in IVR activities in the Flow Designer. For more information, see Menu, Play Message, Collect Digits.

Cisco Webex Experience Management Post Call Survey

Webex Experience Management is a Customer Experience Management (CEM) platform that enables you to see your business from your customers' perspective and see their experience with the brand. Webex Experience Management powers customer journey mapping, text analytics, and predictive modeling using the feedback collected from customers through different channels such as email, SMS, and Interactive Voice Response (IVR). For more information, see Cisco Webex Experience Management Overview.

Customer experience survey: Administrators can configure and send post-call surveys to customers, after an interaction, to collect feedback about their interaction.
Customer Experience Journey (CEJ) gadget: Displays all the past survey responses from a customer in a chronological list. The agent and supervisor use this gadget to gain context about the customer's past experiences with the business and engage with them appropriately. Administrators can configure and add the CEJ widget on the Webex Contact Center Agent Desktop.
Customer Experience Analytics (CEA) gadget: Displays the overall experience of the customer interaction with agents using industry-standard metrics such as NPS, CSAT, and CES or other KPIs tracked within Webex Experience Management. Administrators can configure and add the CEA widget on the Webex Contact Center Agent Desktop.

Webex Experience Management Post Call Survey

Webex Experience Management Post Call surveys collect feedback from customers to determine the performance of the contact center and the relevant services. With Webex Experience Management, you can do one of the following:

Configure post-call surveys and initiate them over IVR when agents end the calls in the Webex Contact Center Agent Desktop.
Send post-call surveys to the customer through email or SMS after the call ends.

For a survey over IVR, after an agent ends the call, Webex Contact Center transfers the call to Webex Experience Management and the customer receives the inline survey. The customer can barge-in during the inline survey and use the keypad to answer the survey.

For a survey through email or SMS, you can configure Webex Contact Center to send out an email or SMS that contains a message along with a link to launch the survey.

You can collect, analyze, and present the data from various surveys as widgets on the Webex Contact Center Agent Desktop.

Webex Experience Management Account Setup

To create an Webex Experience Management account:

1	Submit the form Assurance to Quality(A2Q) process for Cisco Webex Experience Management. Provide a correct provisioning administrator email address in the A2Q form to ensure that provisioning notification and service access information is received.
2	As part of the account creation process, the following actions are performed: Creates an account for you and provisions the account. Creates default spaces and metric groups for your account. For more information about creating spaces, see Space Creation. Creates standard questionnaires for Webex Experience Management Post Call Surveys and publishes the same. For more information about creating questionnaires, see Questionnaires.
3	After the account is created and provisioned, the handover information is sent to the admin email address provided in the A2Q form. The handover emails contain credentials and other essential information about your account. Initially, Spaces and Widgets are created as part of the Webex Experience Management account provisioning. To know more about the different default Widgets within Experience Management, how to use the Metric Library to create additional Experience Management Widgets, and how to export and derive meaningful insights from them, see Webex Experience Management Widgets.
4	Add the Webex Experience Management widgets as an Agent Desktop widget into the Agent Desktop layout. For more information, see Cisco Webex Experience Management Widgets and Gadgets.

Create a Webex Experience Management Connector

After you receive the handover emails with credentials and other essential information about your Webex Experience Management account, use the credentials to create a Webex Experience Management connector in Control Hub.

1	Configure the Webex Experience Management Connector on Control Hub.
2	Create the feedback activity in the Webex Contact Center Management Portal.

Create Feedback Activity in the Flow Designer

After you create the Webex Experience Management connector, you configure the post-call surveys.

Configure an IVR Post-call Survey

The steps to enable IVR post-call survey in Webex Contact Center are as follows:

Create and configure the questionnaires in Webex Experience Management for sending IVR surveys to the customer.

For more information about creating questionnaires, see Questionnaires.
For more information about handling personal (PII) data in the questionnaire, see PII Handling in Experience Management.
For more information about supported question types, see Customize the Post Call Survey Questionnaire for IVR.

Webex Experience Management questionnaires are cached for 24 hours, and any modifications to them would reflect after that period. This applies to any PII-handling metadata as well, because the metadata is associated with each questionnaire.

Create a voice-based feedback activity in Flow Designer.

For more information, see Feedback activity.

Validate DTMF Input Response in IVR Post-call Survey

Webex Contact Center validates Dual-Tone Multi-Frequency (DTMF) input responses from the customers during IVR post-call surveys.

You can configure the maximum number of retry attempts in case of invalid or no DTMF input, as well as audio notification messages (for invalid input, timeout, and maximum retries exceeded) for questionnaires by using Webex Experience Management.

For more information, see Retry And Timeout Settings In Post Call IVR Survey in Webex Experience Management documentation.

If the customer enters an invalid DTMF input or does not enter any DTMF input to a survey question within the specified duration (Timeout parameter in the Feedback activity), the contact center:

Notifies the customer about the invalid entry or timeout by playing the audio message that is configured in the survey questionnaire in Webex Experience Management.
Plays the same survey question to the customer based on the number of retry attempts that is configured in the survey questionnaire in Webex Experience Management.

When the maximum number of retry attempts for invalid input and timeout exceeds, the contact center:

Notifies the customer that the maximum retries have exceeded, by playing the audio message that is configured in the survey questionnaire in Webex Experience Management.
Skips the remaining survey questions and plays the Thank You message (if a Thank You note is configured in Webex Experience Management) to end the survey.

By default, the maximum number of retry attempts for invalid input and timeout is 0. For the customer to attempt for a specific number of times (for example, 3 attempts), the maximum number of retry attempts for invalid input and timeout must be set to 2 in Webex Experience Management.
If the audio messages for invalid input, timeout and maximum retry exceeded are not configured in Webex Experience Management, the contact center plays the survey questions without any notification messages to the customer.

Configure SMS or Email Post-Call Survey

To configure the Webex Experience Management Invitation module for sending SMS/Email surveys to the customer:

Before you begin

The partner hosted module in the Webex Experience Management Invitations solution is mandatory for the SMS/Email surveys to work.

For information about partner hosted module, see Cisco Webex Experience Management Invitations Module Architecture Document.

1	Provision the infrastructure required to deploy the partner hosted components of the Webex Experience Management Invitations module. For more information, see Infra Provisioning Guide For Webex Experience Management Invitations Module.
2	Deploy the partner-hosted components. For information about how to deploy the partner hosted components, see Deployment Guide for Invitations Module.
3	Create dispatch templates on Webex Experience Management. For more information, see Dispatch User Guide.
4	Create a SMS/Email Based feedback activity in Webex Contact Center Management Portal. For more information, see Feedback.

View Agent Desktop Widgets

After you configure the Agent Desktop widgets, you can view the Customer Experience Journey (CEJ) and Customer Experience Analytics (CEA) widgets. For more information on how to configure widgets, see Cisco Webex Experience Management Widgets.

View the CEJ and CEA widgets in the Agent Desktop. For more information, see the Webex Experience Management widget section in the Get started with Agent Desktop article.

Troubleshooting

Troubleshooting Management Portal Problems

Management Portal Problems

If you experience a problem with the Management Portal, the following table may help you solve the problem.

Problem	Description/Workaround
You cannot log in to the Management Portal.	Check to make sure that you enetered the correct user name and password.
You cannot access a module from the Management Portal, or you cannot see some entry points or queues.	You do not have the correct privileges to access these modules, entry points, or queues. Contact your Webex Contact Center administrator.
The Management Portal does not display data for agents or calls, or shows that no agents are logged in.	Make sure that the privacy setting for Internet Explorer is set to Medium.
Occasionally the message `Please Refresh the Page` appears in the Real-Time Reports module.	Log out of the current Webex Contact Center session. Close any remaining Webex Contact Center windows and log in again.
When you resize the Agent view of a real-time agent report, tooltips for idle and wrap-up codes are sometimes displayed in the graph area instead of near the cursor.	Maximize the window to display the tooltip near the cursor.
Too many abandoned calls are being reported.	Escalate to Customer Support.
While you view a chart in a report or on a monitoring page, you see the following message `Communication Interruption on <date> at <time>`.	The system has been unable to refresh the data in the chart since the time indicated in the message, typically because of an intermittent network interruption or server issue. If the problem persists for several minutes, notify your system administrator.
The real-time reports are not refreshing on the Management Portal.	Escalate to Customer Support.
The real-time report statistics are not displayed.	Escalate to Customer Support.
In a real-time agent report, the wrap-up count and number of entered wrap-up codes do not match.	This discrepancy occurs when an agent logs out while still in the Wrap-up state without selecting a wrap-up code. Instruct agents to always go into the Idle state and then click the Log Out button to log out rather than closing the browser while logged in.
Changes to the names of existing idle and wrap-up codes do not appear immediately in agent reports. Instead, agent reports display the previous code names before they were edited or N/A for a new code.	Log out and then log in again to see the changes.
When exported to CSV format, data in the Agent View of a current snapshot agent report displays incorrectly.	The Time Value displays in two cells instead of one when exported to CSV format. This is because a comma separates the day from the date and time in the Login Time field.
When you export historical report data to Microsoft Excel that includes date and time in the hh:mm:ss format, Excel displays only the hours and minutes, and not the seconds.	By default, Excel displays the data in hh:mm format. However, you can double-click in the cell to see the data in hh:mm:ss format.
For a new team, data in the agent interval report displays in half-hour intervals from the time an agent on the team logs in after system restart.	This is transient for teams that log in for the first time. Normally, data displays in half-hour intervals from midnight.
In the Historical Reports module, occasionally the parameters for a customized default report are not saved after you log out and log in again.	After you save a custom report, wait 10-15 seconds before logging out.
You cannot make a monitoring request.	Ensure that you use the correct DN and prefix.
Monitoring session left open for an hour or longer displays a blank page or unexpected behavior	Close the module and re-open it.
Supervisor phone rings even when the monitoring request is for a different queue.	If a monitoring request is made for a team and if multiple queues use the same team for routing, any of the queue's calls for that team can be monitored.
A call ends, but the monitoring screen indicates that the call is still in progress.	Escalate to Customer Support
Signed in agents cannot see changes made to Skill profile.	The agent needs to sign in again to view the changes.

Reporting Management Portal Issues to Customer Support

When you escalate a Management Portal issue to Cisco Webex Contact Center Customer Support, make sure to provide the following information:

The login and user name of the person experiencing the problem.
The time that the issue was first observed.
If the problem occurred in the Monitoring module, the number that the supervisor was attempting to call and a call session ID, if available.

Troubleshooting Desktop Problems

Network Interruptions

If a network interruption occurs that lasts for less than two minutes, the Desktop display a Reconnecting message and then successfully reconnect.

If a network interruption lasts longer than two minutes, instruct agents to close the current Desktop window, and then sign in using the primary URL. If the sign in fails with the primary URL, instruct agents to use the backup application center sign in.

Escalate all network interruptions; report the time that the problem occurred and the number of agents affected.

If the network to the primary application center is down, Management Portal users cannot view any statistics.

Desktop Application Problems

If you experience a problem with the Desktop application, the following table may help you solve the problem.

Problem	Description/Workaround
You are not able to sign in to the Desktop.	Check to make sure that cookies are enabled in Internet Explorer. Ensure that you enter the correct user name and password in the sign-in screen.
During sign in, the error message `Invalid phone number` appears after you click Go.	Check the format of the DN that you entered and make sure that the number is valid.
You accidentally closed the browser window while on a call.	If you close the browser window while on a call, you cannot sign in again until you complete the call. If you close the browser window while the call is on hold, the system automatically takes the call off hold.
When you refresh the Desktop window, you are signed out and the sign-in screen displays.	Sign in again. Avoid refreshing the window while signed in.
The status bar on the Desktop displays `Not Responding` and your phone does not ring.	Check the volume setting on the phone and make sure that the ringer is set to high. Check the DN (dial number), including the dialing prefix, and make sure it is correct. After resolving the problem, click one of the buttons on the message to change your state to Available or Idle .
After reconnecting to the system following a network interruption, you are suddenly signed out.	Sign in to the Desktop again. If you are unable to sign in, escalate to Customer Support.
Re-launching the Desktop while you are signed in may create problems	Do not open more than one Desktop application at a time on the desktop.
The Desktop becomes very slow.	This can happen when you leave the Desktop open for long periods of time. Close both the Desktop and the browser after you sign out of the system. If this does not help, end the process from the Windows Task Manager.
The Desktop occasionally signs out agents following a network interruption.	Sign in to the Desktop again.
The Desktop is not displayed.	Minimize the Desktop, and then restore it from the taskbar.
Launch pages and graphs do not display properly.	Make sure that in Internet Explorer, the Show Pictures option is selected in the Advanced tab of the Internet Options dialog box.
You are available but no calls are sent to you.	Make sure you are in the Available state and are signed in to the correct team.
You are talking to a customer, but the Desktop status bar displays `Reserved`.	Report the incident to Customer Support.
Your agent softphone is not ringing, but the Desktop status bar displays `Not Responding`.	Make sure that you entered the correct DN.
The Desktop status bar displays `Re-connecting`.	Check to see if the computer network cable has been disconnected or loosened. If you do not see a message indicating that there has been a network problem, escalate to Customer Support.
You answer a call, but the call disconnects after 30 seconds.	If `Not Responding` displays in the Desktop status bar, change to the Available state and wait for the next call.
The Internet Explorer browser freezes.	Open Windows Task Manager and end all browser processes.
Pop-up blockers appear.	From the Internet Explorer Tools menu, disable pop-up blockers.
The Desktop status bar displays a connected state while the phone is ringing.	Report the incident to Customer Support.
An outbound call fails.	Make sure you entered the correct DN and prefix.
During a blind transfer, call details do not display on the Desktop of the receiving agent while that agent is in the Reserved state.	The Reserved state is transient. Call details display when the second agent answers the call.

Audio Problems

If you experience audio problems with the Desktop, the following table helps to resolve the problems.

Problem	Description/Workaround
Echo or low volume	Check the phone settings. If using a softphone, check the Microsoft Windows and softphone settings.
Jitter/Stutter audio -OR- High latency	Bad connectivity, probably due to a network problem. Check to make sure that your PC is not also running other software that uses audio. Escalate to Customer Support.
Cross talk	Escalate to Customer Support.
One-way audio	Make sure you are not on mute. If not, escalate to Customer Support.
Background noise	The background noise removal feature is enabled by default for your organization. In situations where the agent wants to hear background noise from the customer, contact Customer Support to disable the feature flag. This feature is available only for Flex 3 premium agents on Webex Contact Centers with regional media support on the Next Generation media platform.

Reporting Agent Desktop Issues to Customer Support

When you escalate an Agent Desktop issue to Webex Contact Center Customer Support, make sure to provide the following information:

Ask the agent to provide a screen capture of the Agent Desktop screen.
Include the time that the issue was first observed.

Report Parameters

Call Report Parameters

The following table describes the parameters available in Webex Contact Center real-time and historical call reports. In the table, CSR is an abbreviation for Customer Session Record.

Parameter	Description	Report
% Abandoned	The percentage of calls that were abandoned during the report interval. (Abandoned/Total) * 100	Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues
% Answered	The number of answered calls divided by the number of calls that entered the queue minus short calls multiplied by 100. (Answered/(Answered + Abandoned)) * 100	Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues
Abandoned	The number of calls that were abandoned during the report interval. An abandoned call is a call that was terminated without being distributed to a destination site, but that was in the system for longer than the time specified by the Short Call threshold provisioned for the enterprise.	Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues
Abandoned Time	The cumulative amount of time that calls were in the system for longer than the time specified by the Short Call threshold, but terminated before being distributed to an agent or other resource.	Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues
Abandoned within SL	The number of calls that were terminated while in queue within the Service Level threshold provisioned for the queue or skill (in a skills interval by queue report). Although this metric is visible for outdial calls, it is not meaningful for outdial calls.	Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues
Adjusted Service Level %	The number of calls that were either answered or abandoned within the Service Level threshold provisioned for the queue or skill (in a skills interval by queue report), divided by total calls (including abandoned calls) multiplied by 100. ((In Service Level + Abandoned within SL)/(Answered + Abandoned)) * 100 Although this metric is visible for outdial calls, it is not meaningful for such calls.	Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues, Sites, & Teams
Agent	The name of the agent who handled the call or a numeric ID code if the call was handled by a capacity-based team resource instead of by a Webex Contact Center agent.	CSR
Agent Start Time	The time the agent picked up the phone and began talking with the caller.	CSR
ANI	The ANI digits delivered with the call. ANI, or Automatic Number Identification, is a service provided by the phone company that delivers the caller's phone number along with the call.	CSR
Answered	The number of calls that were routed from the queue to an agent or available resource and were answered by the agent or resource.	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
Answered Time	The cumulative amount of time between when calls entered the queue and when they were answered (connected to an agent or other resource) during the report interval. Because answered time is calculated after the call is answered, answered time for calls that are waiting to be answered is not reflected in the report.	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
Available Agents	The number of logged-in agents who are currently in the Available state.	Call Snapshot report
Avg Abandoned Time	The total amount of time that calls were in the system before they were abandoned divided by the total number of calls that were abandoned: Abandoned Time/Abandoned	Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues
Avg Connected Time	The total connected time divided by the total number of calls that were answered during the report interval: Connected Time/(Answered + Secondary Answered)	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
Avg Handle Time	The average length of time spent handling a call (connected time plus wrap-up time), divided by number of answered calls: Connected Time+Wrap Up Time/(Answered + Secondary Answered)	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
Avg IVR Time	The total amount of time that calls were in the IVR system divided by the total number of calls that were in the IVR system.	Real-time Call Interval & Historical Call reports for Entry Points
Avg Queued Time	The total amount of time that calls were in queue divided by the total number of calls that were queued: Queued Time/Queued	Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues.
Avg Speed of Answer	The total answered time divided by the total number of answered calls: Answered Time/Answered	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
Avg Wrap Up Time	The total amount of time agents spent in the Wrap-up state divided by the total number of answered calls: Wrap Up Time/(Answered + Secondary Answered)	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
Blind Transfer Count	The number of times the call was transferred out of the queue by the agent without the first agent consulting or conferencing with the party to whom the call was transferred	CSR
Blind Transfers	The subset of transferred out calls that were transferred by the agent to another agent or an external DN without the first agent consulting or conferencing with the party to whom the call was transferred.	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
Call Duration	The amount of time between when the call arrived at the entry point or queue and when it was terminated.	CSR
Call End Time	The time the call was terminated.	CSR
Call Start Time	The time the call arrived at the entry point or queue.	CSR
Completed	The number of calls that ended during the report interval. Answered, abandoned, and disconnected calls are included in this count. Transferred and short calls are not counted.	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
Conference Count	The number of times the agent established a conference call with the caller and another agent.	CSR
Conference Count	The number of times agents initiated a conference call to an agent or external number.	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
Conference Time	The amount of time an agent spent in conference with the caller and another agent.	CSR
Connected	The number of calls currently connected to an agent.	Call Snapshot report
Connected Time	The time interval between when calls were answered by an agent or other resource and when the calls were terminated. Because connected time is not calculated until the call is terminated, the connected time for a call that is still in progress is not reflected in the report.	Real-time call interval reports for Sites, Teams, Queues, & Skills by Queue; Historical Call reports for Queues, Sites, & Teams
Connected Time	The total amount of time the call was connected to an agent (talk time plus hold time).	CSR
Consult Count	The number of times agents initiated a consult with another agent or someone at an external number during a call.	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
Consult Count	The number of times the agent consulted another agent during the call.	CSR
Consult Errors	The number of times agents did not respond to a consult invitation.	CSR
Consult Time	The amount of time an agent spent consulting with another agent during this call.	CSR
CTQ Answer Count	The number of times consult-to-queue requests were answered.	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
CTQ Answer Time	The cumulative amount of time between when consult-to-queue requests were answered and when the consultations ended.	Historical Call reports for Queues, Sites, & Teams
CTQ Request Count	The number of times consult-to-queue requests were initiated.	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams; CSR
CTQ Request Time	The cumulative amount of time between when consult-to-queue requests were initiated and when the consultations ended.	Historical Call reports for Queues, Sites, & Teams; CSR
Current Service Level %	The percentage of calls in queue that have not yet reached the Service Level threshold provisioned for the queue (in a queue report) or skill (in the skill rows of a skills-by-queue report). Although this metric is visible for outdial calls, it is not meaningful for outdial calls.	Call Snapshot report
Disconnected	The number of calls that were answered (that is, connected to an agent or distributed to and accepted by a destination site), but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise.	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
DN	The number the caller dialed (DNIS).	All DN Canned report
DNIS	The DNIS digits delivered with the call. DNIS, or Dialed Number Identification Service, is a service provided by the phone company that delivers a digit string indicating the number the caller dialed along with the call.	CSR
Entry Point	The name of the entry point associated with the call.	CSR
From Entry Point	The number of calls that entered this queue after having been classified into the queue from an entry point by the IVR call control script. The number of calls that entered this queue after having been classified into the queue from an entry point by the IVR flow.	Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues
From Entry Point	The number of calls that came in to this entry point from another entry point.	Real-time Call Interval & Historical Call reports for Entry Points
Full Monitored Calls	The number of calls that were monitored from beginning to end.	Monitored Calls report
Handle Time	The amount of time spent handling the call (Connected Time + Wrap Up Time).	CSR
Handle Time	The cumulative amount of time spent handling calls: Connected Time + Wrap Up Time	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
Handle Type	How the call was handled. Possible values: overflow: The call was transferred to the overflow destination number provisioned for the queue. Typically, the transfer is because the call was queued for longer than the maximum queue time specified in the routing strategy or because an error occurred when the call was sent to an agent. short_call: The call was never connected, and the total duration of the call was less than the specified Short Call threshold. sudden disconnect: The call was connected, but the agent talk time for the call was less than the specified Sudden Disconnect threshold. self_service: The call ended in the IVR. abandoned: The call was terminated before being distributed to a destination site, but was in the system for longer than the time specified in the Short Call threshold provisioned for the enterprise. normal: The call ended normally. park: The call was queued in the Webex Contact Center network and subsequently ended without being distributed to a site. park_and_transfer: The call was queued in the Webex Contact Center network and subsequently distributed to a site. straight_transfer: The call was distributed to a site upon arrival without being queued in the Webex Contact Center network. ivr: The call was handled by the IVR but the caller disconnected before the call was transferred or parked. unknown: This is the default value when no other value overrides it. Termination type is about the last step before the call ended, whereas handle type is about the overall handling by contact center. For example, the termination type of a call can be abandoned, while the handle type can be normal in the following case: An incoming call to the contact center was handled by an agent, but was later transferred to another queue and the call ended while the caller was waiting in this queue.	CSR
Hold Count	The number of times the call was put on hold.	CSR Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
Hold Time	The amount of time the call was on hold in this queue (for a queue CSR) or in all underlying queues (for an entry point CSR).	CSR
In IVR	The number of calls that are currently in the IVR system.	Call Snapshot report
In Queue	The number of calls currently in the queues that are covered in the report. In the case of entry-point reports, this is the number of calls that are currently in queues fed by the entry point. In entry point and queue reports, you can click a number in this column to display the Age of Calls in Queue pie chart in a pop-up window. The chart displays the number of calls that have been in the queue for the length of time represented by three time segments. The time segments are derived by dividing the Longest Time in Queue value by three, rounding the resulting value down to the nearest 10 seconds, and then multiplying that value by 1, 2, and 3. For example, if the Longest Time in Queue value is 85 seconds, then 85/3=28.3, which is rounded down to 20, and the chart displays time segments of 20, 40, and 60 seconds.	Call Snapshot report
In Service Level	The number of calls that were answered within the Service Level threshold provisioned for this queue or skill (in a skills interval by queue report). Although this metric is visible for outdial calls, it is not meaningful for outdial calls.	Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues, Sites, & Teams
Invisible Monitored Calls	The number of calls that were monitored using the Invisible mode, which prevents the monitoring session from being displayed on Management Portals other than that of the initiating supervisor.	Monitored Calls report
IVR Ended	The number of calls that ended in the IVR but were not short calls.	Real-time Call Interval & Historical Call reports for Entry Points
IVR Time	The amount of time the call was in the IVR system.	CSR
IVR Time	The cumulative amount of time calls were in the IVR system.	Real-time Call Interval & Historical Call reports for Entry Points
Logged-in Agents	The number of agents who are currently logged in to this team or to all teams at this site. At the queue level, this is the number of agents logged in to all teams at the sites serving this queue.	Call Snapshot report
Longest Call In Queue Time	The longest amount of time a call has been in each queue covered in the report.	Call Snapshot report
Maximum Wait Time	The longest amount of time a call was in the queue waiting to be answered.	Historical Call reports for Queues
Midcall Monitored Calls	The number of calls for which monitoring began after the call was already in progress.	Monitored Calls report
Monitor Flag	Whether or not the call was monitored, coached, or barged in on. Possible values: Not Monitored. The call was not monitored Monitored. The call was monitored. Whisper-Coach. While the call was monitored, the monitoring supervisor coached the agent, but did not barge in on the call. Whisper Coach is not available through Extensible Supervisor Desktop (ESD). Barged-In. While the call was monitored, the monitoring supervisor barged in on the call. The supervisor might have also coached the agent. (If the call was both coached and barged-in on, the value of this parameter is Barged-In). For information about monitoring, see Monitor Calls.	CSR
New	The number of external calls that came in to the entry point.	Real-time Call Interval & Historical Call reports for Entry Points
New	The number of calls that came into the system by way of a specific dialed number.	All DN Canned report
No. of Transfers	The number of times the call was transferred by an agent.	CSR
Overflow	The number of calls that were sent to the overflow number provisioned for the queue and were answered. Typically, a call is sent to an overflow number if it is queued for longer than the maximum time specified in the routing strategy or because an error occurred when the call was sent to an agent. If the call is not answered, it is included in the Abandoned or Disconnected count when the call ends.	Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues
Queue	The name of the queue associated with the call.	CSR
Queue	The name of the queue that was monitored.	Calls Monitored report
Queue Time	The amount of time the call was in a queue waiting to be sent to a destination site.	CSR
Queued	The number of calls that entered the queue during this interval.	Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues
Queued Time	The cumulative amount of time calls were in queue, waiting to be sent to an agent or other resource. Because queued time is calculated after the call leaves the queue, the queued time for a call that is still in the queue is not reflected in the report.	Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues
Record Flag	Whether or not the call was recorded by Webex Contact Center through the optional call recording feature.	CSR
Requeued	The number of calls that left this queue after having been transferred by the agent to another queue. For calls to be requeued, the first agent clicks the Queue button, selects a queue from the drop-down list, and clicks Transfer.	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
S No.	A sequence number identifying each leg of a call as it moves through the Webex Contact Center system. Click an entry in this column to open a window that displays the history of the call throughout its life cycle.	CSR
Secondary Answered	The number of calls that were answered by an agent after being transferred to the agent by another agent.	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
Service Level %	The number of calls that were answered within the Service Level threshold provisioned for the queue or skill (in a skills interval by queue report), divided by total calls (including abandoned calls) multiplied by 100: ((In Service Level)/(Answered + Abandoned)) * 100 Although this metric is visible for outdial calls, it is not meaningful for outdial calls.	Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues, Sites, & Teams.
Session ID	A value assigned by the system that uniquely identifies a call during its life cycle.	CSR
Short	The number of calls that were terminated within the Short Call threshold provisioned for the enterprise without being distributed to a destination site or connected to an agent.	Real-time Call Interval & Historical Call reports for Entry Points
Short	The number of calls that were terminated within the Short Call threshold provisioned for the enterprise without being connected to an agent.	Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues
Site	The contact center location to which the call was distributed.	CSR
Site	The name of the site that was monitored.	Monitored Calls report
Team	The name of the team to which the call was distributed.	CSR
Team	The name of the team that was monitored.	Monitored Calls report
Terminating Party	Who terminated the call: Agent or Caller	CSR
Termination Type	How the call was terminated. Possible values: abandoned: The call was terminated before being distributed to a destination site, but was in the system for longer than the time specified in the Short Call threshold provisioned for the enterprise. agent_transfer: The call was transferred from one agent to another. transfer_error: The call could not be transferred to the agent. normal: The call ended normally. reclassified: The call was sent to another entry point. transferred: The call was transferred by an agent. self_service: The call ended in the IVR. short_call: The call was never connected and the total duration of the call was less than the specified Short Call threshold. sudden_disconnect: The call was connected, but the agent talk time for the call was less than the specified Sudden Disconnect threshold. overflow: The call was transferred to the overflow destination number provisioned for the queue. Typically, the transfer is because the call was queued for longer than the maximum queue time specified in the routing strategy or because an error occurred when the call was sent to an agent.	CSR
To Entry Point	The number of calls that were transferred to another entry point.	Real-time Call Interval & Historical Call reports for Entry Points
To Queue	The number of calls that were sent to a queue.	Real-time Call Interval & Historical Call reports for Entry Points
Total Monitored Calls	The total number of calls monitored during the report time interval.	Monitored Calls report
Transfer Errors	The number of times an error occurred during the transfer process.	CSR
Transferred	The sum of all calls transferred from this queue to an agent, external DN, or another Webex Contact Center queue: Transferred Out + Requeued	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
Transferred In	The number of calls that were transferred to this entry point by an agent.	Real-time Call Interval & Historical Call reports for Entry Points
Transferred In	The number of calls that entered this queue after being transferred into the queue by an agent who clicked the Queue button, selected a queue from the drop-down list, and clicked Transfer.	Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues
Transferred Number	The phone number to which the agent transferred the call in an agent-to-DN transfer. This parameter appears in the Webex Contact Center window that opens when you click an entry in the S No. (sequence number) column of either an entry point or queue call detail record (CSR).	CSR
Transferred Out	The number of calls that left this queue after being transferred by an agent to an external DN or to another agent. Transferred-out calls result when an agent clicks the Agent button, selects an agent from the drop-down list, and clicks Transfer, or when the agent clicks the DN button, enters a phone number, and clicks Transfer. Transferred-out calls may begin as a consultation or conference, but are counted as transferred-out only when the first agent completes the transfer to the second party.	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams
Wrap Up	The wrap-up code that the agent gave for the call. Note that if the agent wraps up the call after the CSR is generated, the corresponding CSR is updated after the agent selects the wrap-up code for that call.	CSR
Wrap Up Time	The amount of time an agent spent in the Wrap-up state during the call.	CSR
Wrap Up Time	The cumulative amount of time agents spent in the Wrap-up state during the call.	Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

Agent Report Parameters

The following table describes the parameters available in Webex Contact Center real-time and historical agent reports. In the table, ADR is an abbreviation for Agent Detail Report.

Parameter	Description	Report
Action	Icons you can click to perform an action: Click the Logout icon to sign out the agent. Click the Monitor icon to open the Call Monitoring module where you can monitor the agent's call by when you enter your callback number and clicking the Midcall Monitor button. This icon displays only in the Team view and only if the agent is in the Connected state and your user profile authorizes midcall monitoring. For more information, see Monitor Calls.	Snapshot/Team & Skill views
Agent	The name of an agent in the report. If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the a collapse arrow or expand arrow to the left of an agent name to collapse or expand the data grouped by channel type.	Snapshot/Agent view; Real-time Agent Interval/Agent-level
Agent Requeue	The number of times an agent requeued an inbound call.	Historical Agent Summary & Interval reports; ADR; Snapshot/Agent view; Agent Trace report
Agent Transfer	The number of times an agent transferred an inbound call to another agent.	Historical Agent Summary & Interval reports; ADR; Agent Trace report
Available	Count: The number of times an agent went into the Available state. Total Time: The total amount of time an agent spent in the Available state. Average Time: (Not in ADR or Snapshot/Agent view or Agent Trace report) The average length of time agents were in the Available state (Total Available Time divided by Available Count). % Time: (Only in ADR) The percentage of time the agent was in the Available state.	Historical Agent Summary & Interval reports; ADR & Snapshot/Agent view; Agent Trace report
Available	The number of agents currently in the Available state or, in the Skill view, the number of agents in the Available state who possess the skill.	Snapshot/Site, Skill, & Skills by Team views
Available Time	The amount of time agents were in the Available state during the time interval.	Real-time Agent Interval reports
Average Connected Time	The connected time divided by the number of calls that were connected during the time interval.	Real-time Skills Interval by Team
Average Handle Time	The average length of time spent handling a call (connected time plus wrap-up time, divided by number of calls).	Real-time Skills Interval by Team
Blind Transfer	The number of times an agent transferred an inbound call without consulting first.	Historical Agent Summary & Interval reports; ADR; Snapshot/Agent view; Agent Trace report
Calls Handled	The number of calls the agent handled (or, for the Skill view, the number of calls the agent handled for that skill) since logging in. Rest the cursor over a number in this column to display a pop-up showing the wrap-up codes the agent entered and how many times each code was entered.	Snapshot/Team view & Skill view
Calls Handled	The total number of inbound and outdial calls handled.	Historical Agent Summary & Interval reports
Channel	The media channel associated with the activity. (Appears only if your enterprise uses the Multimedia feature.)	ADR; Agent Trace report
Conference	The number of times the agent initiated a conference call.	Historical Agent Summary & Interval reports; ADR; Snapshot/Agent view; Agent Trace report
Connected	The number of agents currently connected to an inbound call, or in the Skill view, the number of agents connected to a call who possess the skill.	Snapshot/Site, Skill, & Skills by Team views
Connected Time	The amount of time inbound calls were connected to an agent during the time interval (talk time plus hold time).	Real-time Skills Interval by Team
Consult	Count: The number of times an agent answered a consult request plus the number of times an agent consulted other agents. Total Time: Total Consult Answer Time plus Total Consult Request Time. Average Time: (Not in ADR or Agent Trace report) The average length of consulting time (Total Consult Time divided by Consult Count).	Historical Agent Summary & Interval reports; ADR; Agent Trace report
Consult Answer	Count: The number of times an agent answered a consult request from another agent. Total Time: The total amount of time an agent spent answering consult requests from agents. Average Time: (Not in ADR or Agent Trace report) The average length of time agents spent answering consult requests (Total Consult Answer Time divided by Consult Answer Count). % Time: (Only in ADR and Agent Trace report) The percentage of time the agent spent answering consult requests.	Historical Agent Summary & Interval reports; ADR; Agent Trace report
Consult Request	Count: The number of times an agent sent a consult request to another agent. Total Time: The total amount of time an agent spent consulting other agents. Average Time: (Not in ADR or Agent Trace report) The average length of time agents spent consulting other agents (Total Consult Request Time divided by Consult Request Count). % Time: (Only in ADR and Agent Trace report) The percentage of time the agent spent consulting other agents while on an inbound call.	Historical Agent Summary & Interval reports; ADR; Agent Trace report
Consulting	The number of agents currently consulting with another agent.	Snapshot/Site & Skills by Team views
CTQ	The number of agents currently consulting with another agent after initiating or answering a consult-to-queue request.	Snapshot/Site view
Current State	The agent's current state. In Team and Skill views, if the current state is Idle, the idle code the agent selected is shown in parentheses. No code shows if the agent has just signed in and has not selected an idle code.	Snapshot/Team, Skill, & Agent views
Disconnected Count	The number of calls that were connected to an agent, but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise.	Historical Agent Summary & Agent Interval reports; ADR; Agent Trace report
Disconnected Hold Count	The number of times an inbound call was disconnected while the caller was on hold.	Snapshot/Agent view
DN	The dial number the agent used to log in to the Agent Desktop.	Snapshot/Team, Agent, & Skill views; ADR; Agent Trace report
Duration	The amount of time the agent was in the state.	Agent Trace Report
Final Logout Time	The date and time the agent logged out. This column appears only in agent-level summary reports.	Historical Agent Summary/Agent level
Hold	The number of agents in the Connected state who have placed the caller on hold.	Snapshot/Site view & Skills by Team view
Hold Time	The amount of time callers were on hold during the time interval.	Real-time Skills Interval by Team
Idle	The number of times the agent went into the Idle state from a different state. Rest the cursor over a number in this column to display a pop-up showing the idle codes the agent entered and how many times each code was entered. Because an agent can change the idle code while in the Idle state, the number of idle codes displayed in the pop-up can exceed the number of times the agent went into the Idle state. For example, an agent might move from Idle-Break to Idle-Email.	Snapshot/Team & Skill views
Idle	The number of agents currently in the Idle state.	Snapshot/Site & Skills by Team views
Idle	Count: The number of times an agent went into the Idle state. Total Time: The total amount of time agents spent in the Idle state. Average Time:(Not available in ADR or Agent Trace report) The average length of time agents were in the Idle state (Total Idle Time divided by Idle Count). % Time.:(Not available in Agent Summary and Interval reports) The percentage of time the agent was in the Idle state.	Historical Agent Summary & Interval reports; ADR; Agent Trace report
Idle	Count: The number of times the agent went into the Idle state from a different state. Rest the cursor over the number in this field to see the idle codes the agent entered and how many times each code was used. Because an agent can change the idle code while in the Idle state, the number of idle codes can exceed the number of times the agent went into the Idle state. For example, an agent might move from Idle-Break to Idle-Email. Total Time: The total amount of time the agent spent in the Idle state.	Snapshot/Agent view
Idle Time	The amount of time agents were in the Idle state during the time interval.	Real-time Agent Interval reports
In Outdial	The number of agents who are connected to or are wrapping up an outdial call.	Snapshot/Site view & Skills by Team view
In Outdial	The number of times the agent was connected to or was wrapping up an outdial call.	Snapshot/Team view
In Time	The time the agent entered the state.	Agent Trace report
Inbound	Reserved Time: The amount of time agents were in the Reserved state, during which incoming calls were ringing but had not yet been answered. Answered Count: The number of inbound calls that were answered by an agent during the time interval. Talk Time: The amount of time agents were talking on inbound calls during the time interval. Hold Time: The amount of time inbound calls were on hold during the time interval. Connected Time: The amount of time inbound calls were connected to an agent during the time interval (inbound talk time plus inbound hold time). Wrap Up Time: The amount of time agents spent in the Wrap-up state after an inbound call during the time interval. Average Connected Time: Inbound connected time divided by the number of inbound calls that were connected during the time interval. Average Handle Time: The average length of time spent handling an inbound call (inbound connected time plus inbound wrap-up time, divided by number of inbound calls).	Real-time Agent Interval reports
Inbound Average Handle Time	The average length of time spent handling a call (total connected time plus total hold time and total wrap-up time, divided by connected count).	Snapshot/Agent view
Inbound Avg Handle Time	The average length of time spent handling an inbound call (Total Inbound Connected Time plus Total Wrap Up Time, divided by Inbound Connected Count).	Historical Agent Summary & Interval reports; ADR; Agent Trace report
Inbound Connected	Hold Count: The number of times an agent put an inbound caller on hold. Connected Count: The number of inbound calls that were connected to an agent. Total Talk Time: The total amount of time an agent was talking with a caller. Total Hold Time: The total amount of time inbound calls were on hold. Total Time: The total amount of time agents were connected to inbound calls. Average Hold Time: (Not in ADR or Snapshot/Agent view or Agent Trace report) The average hold time for inbound calls (Total Hold Time divided by Hold Count). Average Time: (Not in ADR or Snapshot/Agent view) The average inbound connected time (Total Time divided by Connected Count). % Talk Time: (Only in ADR and Agent Trace report) The percentage of inbound connected time the agent was talking with the caller. % Hold Time: (Only in ADR) The percentage of inbound connected time the caller was on hold. % Time: (Only in ADR) The percentage of time the agent was connected to an inbound call.	Historical Agent Summary & Interval reports; ADR; Snapshot/Agent view; Agent Trace report
Inbound Consult	Count: The number of times an agent answered a consult request plus the number of times an agent consulted other agents. Total Time: Total Consult Answer Time plus Total Consult Request Time.	Snapshot/Agent view
Inbound Consult Answer	Count: The number of times an agent answered a consult request from another agent handling an inbound call. Total Time: The total amount of time an agent spent answering consult requests from agents handling inbound calls.	Snapshot/Agent view
Inbound Consult Request	Count: The number of times an agent sent a consult request to another agent during an inbound call. Total Time: The total amount of time an agent spent consulting other agents during inbound calls.	Snapshot/Agent view
Inbound CTQ	Count: Inbound CTQ Answer Count plus Inbound CTQ Request Count. Total Time: Total Inbound CTQ Answer Time plus Total Inbound CTQ Request Time.	Snapshot/Agent view
Inbound CTQ Answer	Count: The number of times an agent answered a consult-to-queue request from an agent who was handling an inbound call. Total Time: The total amount of time an agent spent answering consult-to-queue requests from agents handling inbound calls.	Snapshot/Agent view; Historical Agent Summary & Interval reports; ADR
Inbound CTQ Request	Count: The number of times an agent initiated a consult to queue while handling an inbound call. Total Time: The total amount of time between when an agent initiated consult-to-queue requests while handling inbound calls and when the consultations ended.	Snapshot/Agent view; Historical Agent Summary & Interval reports; ADR
Inbound Reserved	Count: (Not in ADR or Agent Trace report) The number of times an agent went into the Inbound Reserved state, during which a call is coming in to an agent’s station but has not yet been answered. Total Time: The total amount of time an agent spent in the Reserved state. Average Time: The average length of time agents were in the Inbound Reserved state (Total Available Time divided by Available Count). % Time: (Only in ADR and Agent Trace report) The percentage of time the agent was in the Inbound Reserved state.	Snapshot/Agent view
Inbound Transfers	The number of inbound calls the agent transferred to another agent, queue, or number.	Snapshot/Agent view
Inbound Wrap Up	Count: The number of times an agent went into the Wrap-up state after an inbound call. In the Snapshot/Agent view, you can rest the cursor over a number in this column to see the wrap-up codes the agent entered and how many times each code was used. Total Time: The total amount of time an agent spent in the Wrap-up state after an inbound call. Average Time: (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average length of time agents were in the Wrap-up state after an inbound call (Total Wrap Up Time divided by Wrap Up Count). % Time: (Only in ADR and Agent Trace report) The percentage of time the agent was in the Wrap-up state after an inbound call.	Historical Agent Summary & Interval reports; ADR; Agent Trace report; Snapshot/Agent view
Initial Login Time	The date and time the agent signed in.	Historical Agent Summary/Agent level
Login Count	Total number of times an agent sined in on that day. Appears only if Agents is selected in the Display Results By drop-down list.	Historical Agent Summary/Agent level
Login Time	The date and time the agent logged in to the Agent Desktop.	Snapshot/Team, Agent, & Skill views; ADR; Agent Trace report
Logout Time	The date and time the agent signed out of the Agent Desktop.	ADR; Agent Trace report
Not Responding	The number of agents currently in the Not Responding state.	Snapshot/Site & Skills by Team views
Not Responding	Count: The number of times an agent was in the Not Responding state. Total Time: The total amount of time an agent spent in the Not Responding state. Average Time: (Not in ADR or Snapshot/Agent view or Agent Trace report) The average length of time agents were in the Not Responding state (Total Not Responding Time divided by Not Responding Count). % Time: (Only in ADR and Agent Trace report) The percentage of time the agent was in the Not Responding state.	Historical Agent Summary & Interval reports; ADR; Agent Trace report; Snapshot/Agent view
Not Responding Time	The amount of time agents spent in the Not Responding state during the time interval.	Real-time Agent Interval reports
Number of Calls	The number of inbound calls that were connected to the site or team during the time interval.	Real-time Skills Interval by Team
Occupancy	The measure of time the agent spent on calls compared to available and idle time, calculated by dividing total connected time (inbound connected time plus outdial connected time) plus total wrap up time (inbound wrap-up time plus outdial wrap up time) by staff hours.	Snapshot/Agent view; Real-time Agent Interval reports; Historical Agent Summary, Agent Interval, ADR, & Agent Trace report
Occupancy	The measure of time the agent spent on calls compared to available and idle time, calculated by dividing inbound connected time plus inbound wrap up time by staff hours.	Real-time Skills Interval by Team
Out Time	The time the agent left the state.	Agent Trace report
Outdial	Attempted: The number of calls that agents initiated during the time interval. Connected: The number of outdial calls that were connected to an agent during the time interval. Reserved Time: The amount of time agents were in the Outdial Reserved state, a state indicating that the agent has initiated an outdial call, but the call is not connected yet. Talk Time: The amount of time agents were talking on outdial calls during the time interval. Hold Tim: The amount of time outdial calls were on hold during the time interval. Connected Time: The amount of time outdial calls were connected to an agent during the time interval (outdial talk time plus outdial hold time). Average Connected Time: Outdial connected time divided by the number of outdial calls that were connected during the time interval. Wrap Up Time: The amount of time agents spent in the Wrap-up state after an outdial call during the time interval. Average Handle Time: The average length of time spent handling an outdial call (outdial connected time plus outdial wrap up time, divided by number of outdial calls).	Real-time Agent Interval reports
Outdial Avg Handle Time	The average length of time spent handling an outdial call (Total Outdial Connected Time plus Total Outdial Wrap Up Time, divided by Outdial Connected Count).	Historical Agent Summary, Agent Interval, ADR, & Agent Trace report
Outdial Conference	The number of outdial calls the agent conferenced with another party.	Snapshot/Agent view
Outdial Connected	Attempted Count: The number of times an agent attempted to make an outdial call. Connected Count: The number of outdial calls that were connected to an agent. Hold Count: The number of times an agent put an outdial call on hold. Total Talk Time: The total amount of time an agent was talking with a party on an outdial call. Total Hold Time: The total amount of time outdial calls were on hold. Total Time: The total amount of time agents were connected to outdial calls. Average Hold Time: (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average hold time for outdial calls (Total Hold Time divided by Hold Count). Average Time. (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average outdial connected time (Total Time divided by Connected Count).	Historical Agent Summary & Interval reports; ADR; Agent Trace report; Snapshot/Agent view
Outdial Consult	Count: Outdial Consult Answer count plus Outdial Consult Request count. Total Time: Total Outdial Consult Answer Time plus Total Outdial Consult Request Time.	Snapshot/Agent view
Outdial Consult Answer	Count: The number of times the agent answered a consult request from another agent who was on an outdial call. Total Time: The amount of time the agent was consulted by another agent who was on an outdial call.	Snapshot/Agent view
Outdial Consult Request	Count: The number of times the agent consulted another agent while on an outdial call. Total Time: The amount of time the agent consulted another agent during an outdial call.	Snapshot/Agent view
Outdial CTQ	Count: Outdial CTQ Answer Count plus Outdial CTQ Request Count. Total Time: Total Outdial CTQ Answer Time plus Total Outdial CTQ Request Time	Snapshot/Agent view
Outdial CTQ Answer	Count: The number of times an agent answered a consult-to-queue request from an agent who was handling an outdial call. Total Time: The total amount of time an agent spent answering consult-to-queue requests from agents handling outdial calls.	Snapshot/Agent view; Historical Agent Summary & Interval reports; ADR
Outdial CTQ Request	Count: The number of times an agent initiated a consult to queue while handling an inbound call. Total Time: The total amount of time between when an agent initiated consult-to-queue requests while handling inbound calls and when the consultations ended.	Snapshot/Agent view; Historical Agent Summary & Interval reports; ADR
Outdial Reserved	Count: The number of times an agent was in the Outdial Reserved state, a state indicating that the agent has initiated an outdial call, but the call is not connected yet. Total Time: The total amount of time an agent was in the Outdial Reserved state. Average Time: (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average amount of time agents were in the Outdial Reserved state (Total Time divided by Count).	Historical Agent Summary & Interval reports; ADR; Agent Trace report; Snapshot/Agent view
Outdial Transfers	The number of outdial calls the agent transferred to another agent, queue, or number.	Snapshot/Agent view
Outdial Wrap Up	Count: The number of times an agent went into the Wrap-up state after an outdial call. Total Time: The total amount of time an agent spent in the Wrap-up state after an outdial call. Average Time: (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average length of time agents were in the Wrap-up state after an outdial call (Total Outdial Wrap Up Time divided by Outdial Wrap Up Count).	Historical Agent Summary & Interval reports; ADR; Agent Trace report; Snapshot/Agent view
Queue	If the agent is currently handling a call, the name of the queue that the call came in on.	Snapshot/Team, Agent, & Skill views
Reason	The reason the agent logged out. For example: Desktop browser closed. The browser window in which the Agent Desktop application was running was closed while the agent was logged in. LoggingInAnotherInstance. The system logged the agent out because the agent logged in to another instance of the Agent Desktop. Lost network connection. The agent was logged out because of a network interruption that exceeded two minutes (unless a different timeout is specified for your system). Normal logout. The agent clicked the Log Out button in the Agent Desktop window. Operational logout. The system logged the agent out in response to a command initiated by Webex Contact Center Operations or Technical Support. Supervisory logout. The supervisor logged the agent out. Other reasons can occasionally occur.	ADR; Agent Trace report
Reserved	The number of agents currently in the Reserved state, during which a call is coming in but has not yet been answered.	Snapshot/Site view & Skills by Team view
Reserved	The number of agents in the Reserved state who possess the skill.	Snapshot/Skill view
Site	The name of a site. If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the a collapse arrow or expand arrow to the left of a team name to collapse or expand the data grouped by channel type. In the Site view of a current snapshot agent report, you can do the following: Click a collapse arrow or expand arrow next to a site name to collapse or expand the list of logged-in teams at the site. Click the name of a team to drill-down to the Team view for that team.	Snapshot/Site view; Real-time Agent Interval reports (except Agent-level)
Site	The site where the team the agent was handling calls for is located.	ADR; Agent Trace report
Skill	The name of the skill. In the Skill view of the current snapshot agent report you can do the following: Click a collapse arrow or expand arrow next to a skill name to collapse or expand the list of logged-in agents who possess the skill. Click the name of an agent to drill-down to the Agent view for that agent. If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the collapse or expand arrow to the left of an agent name to collapse or expand the data grouped by channel type.	Snapshot/Skill view; Real-time Skills Interval by Team
Staff Hours	The amount of time the agent has been logged in.	Snapshot/Team, Agent, & Skill views
Staff Hours	The amount of time the agent was logged in during the time interval.	Real-time Agent Interval reports & Skills Interval by Team
Staff Hours	The total amount of time agents were logged in.	Historical Agent Summary & Interval reports
Staff Hours	The amount of time the agent was logged in during each login session.	ADR; Agent Trace report
State	The time the agent logged in and logged out and each state the agent was in during the login session: Available: The agent was available and waiting for calls. Conference: The agent conferenced a call with another party. Consult-Answer: The agent answered a consult request from another agent. Consult-Request: The agent initiated a consultation with another agent. Idle: The phone rang but was not answered within a specified period of time. Not Responding: The agent’s phone rang but the agent did not answer within a specified period of time. Hold: The agent placed a connected call on hold. Talk: The agent was talking on an inbound call. Wrap Up: The call ended but the agent was not ready for the next call.	Agent Trace report
Talk	The number of agents in the Connected state who are currently talking with a caller.	Snapshot/Site & Skills by Team views
Talk Time	The amount of time agents were talking with callers during the time interval.	Real-time Skills Interval by Team
Team	The name of a team in the report. In the Team view and Skills by Team view of a current snapshot agent report you can do the following: Click a collapse arrow or expand arrow next to a team name to collapse or expand the list of logged-in agents on the team. If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the a collapse or expand arrow to the left of an agent name to collapse or expand the data grouped by channel type. In the Team view, you can click the name of an agent to drill-down to the Agent view for that agent.	Snapshot/Team view & Skills by Team view; Real-time Agent Interval report/Team & Skills by Team level
Team	The team the agent was handling calls for.	ADR; Agent Trace report
Time in Current State	The amount of time the agent has been in the current state.	Snapshot/Team, Agent, & Skill views
Total Calls	Inbound Answered calls plus Outdial Attempted calls.	Real-time Agent Interval reports
Total Logged In	The number of agents currently logged in or, in the Skill view, the number of agents currently logged in who possess the skill.	Snapshot/Site, Team, Skill, & Skills by Team views
Channels Logged In	The number of media channels to which agents are currently logged in. Appears only if your enterprise uses the Multimedia feature.	Snapshot/Site, Team, Skill, & Skills by Team views
Wrap Up	The number of agents currently in the Wrap-up state.	Snapshot/Site & Skills by Team view
Wrap Up Time	The amount of time agents spent in the Wrap-up state after an inbound call during the time interval.	Real-time Skills Interval by Team

Historical Skill Report Parameters

The following table describes the parameters available in Webex Contact Center historical Skills by Queues reports. Asterisks (*) mark parameters that are available only in a skill summary report, which you can display by drilling down on a skill name in a Skills by Queue report.

Parameter	Description	Report
% Calls Matched	The percentage of calls for which the initial value of the skill required by the call was equal to the final value when the call was distributed to an agent. (Matched Calls * 100)/ (Connected + Abandoned + Reclassified)	Skills by Queue
Abandoned	The number of calls with this skill requirement that were abandoned during the report interval.	Skills by Queue
Abandoned within SL	The number of calls that were terminated while in queue within the Service Level threshold provisioned for this skill.	Skills by Queue
Avg Handle Time	The average length of time spent handling a call with this skill requirement (total connected time plus total wrap-up time, divided by calls handled).	Skills by Queue & Skills by Agents
Connected	The number of calls with this skill requirement that were connected during the report interval.	Skills by Queue & Skills by Agents
Connected within SL	The number of calls with this skill requirement that were connected within the Service Level threshold provisioned for this skill.	Skills by Queue & Skills by Agents
Final Operand*	The skill operand type that was assigned to the call when it was distributed to an agent with a matching skill.	Skills by Queue
Final Value*	The value of the skill requirement assigned to the call when the call was distributed to an agent.	Skills by Queue
Initial Operand*	The skill operand type that was assigned to the call when it was distributed to the queue. Possible values: eq (equal to) neq (not equal to) gte (greater than or equal to) lte (less than or equal to)	Skills by Queue
Initial Value*	The value of the skill requirement assigned to the call when it arrived in the queue.	Skills by Queue
Operand	The skill operand type that was assigned to the call when it was distributed to the agent. Possible values: eq (equal to) neq (not equal to) gte (greater than or equal to) lte (less than or equal to)	Skills by Agents
Reclassified	The number of calls with this skill requirement that were transferred from the queue by the system.	Skills by Queue
Reclassified within SL	The number of calls with this skill requirement that were transferred from the queue by the system within the Service Level threshold provisioned for the skill.	Skills by Queue
Skill	The name of a skill. In a Skills by Queue report, you can click an entry in this column to drill down to view daily activity for the month (from a monthly summary) or to view half-hourly data for a day (from a daily summary).	Skills by Queue Skills by Agents
Total	The total number of calls.	Skills by Queue
Value	The value of the skill requirement assigned to the call when the call was distributed to the agent.	Skills by Agents

Historical Threshold Alerts Report Parameters

If your enterprise uses the threshold alerts feature and your user profile authorizes you to view alerts, you can use the controls on the Threshold Alerts page of the Historical Reports module to display details about threshold alerts that were triggered between midnight of the current day and three months ago. The following table describes the available parameters.

Parameter	Description
Acknowledged	Whether or not a supervisor acknowledged the alert.
Acknowledged Time	The time the alert was acknowledged.
Actual Value	The actual value that triggered the alert.
Archived	Whether or not a supervisor archived the alert.
Comments	Optional comments, if any, entered by the supervisor who acknowledged the alert.
Metric	The metric that the threshold is associated with.
Operand	> (greater than) >= (greater than or equal to) < (less than) <= (less than or equal to) = (equal to)
Supervisor	The name of the supervisor who acknowledged the alert.
Time	The date and time that the threshold alert was triggered.
Trigger Interval	The number of seconds specified in the threshold rule as the interval during which the system should generate only one alert for the threshold rule check.
Trigger Value	The value that the threshold rule defined as the trigger.

Usage Metrics Report Parameters

The following table describes the parameters available in the Usage Metrics Report.

Column	Description
Calls Duration (min)	The total amount of time between when inbound calls arrived or outdial calls were placed and when they were terminated.
Inbound	Total Calls: The total number of inbound calls. Connected Calls: The number of inbound calls that were connected to an agent. IVR Duration (min): The number of minutes during which calls were in the IVR system. Queue Duration (sec): The number of seconds during which calls were in a queue. Talk Time (min): The number of minutes during which agents were talking with callers. Hold Time (min): The number of minutes during which inbound calls were on hold.
Month	The month during which the call activity occurred.
Outdial	Total Calls: The total number of outdial calls. Connected Calls: The number of outdial calls that were connected to an agent. Talk Time (min): The number of minutes during which an agent was talking with a party on an outdial call. Hold Time (min): The number of minutes during which outdial calls were on hold.
Recorded Calls	The number of calls that were recorded.
Total Calls	The total number of inbound and outdial calls.

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Webex Contact Center Setup and Administration Guide

Webex Contact Center Overview

Webex Contact Center overview

About Sites, Teams, Entry Points, and Queues

Webex Contact Center Management Portal

Webex Contact Center Modules

About Time Zones

PCI compliance

Get Started with Webex Contact Center

System requirements

Supported browsers for Webex Contact Center

Domain access required for Desktop

Sign in to Management Portal

About Management Portal Components

About Dashboards

Entry Point - Site Level Dashboard

Contact Center Overview - Historical

Agent State Data - Realtime

Change User Interface Colors

Create a Custom Theme

View and Regenerate Your API Key

Access Audit Trail Reports

Provisioning Webex Contact Center Resources

Tenant Settings

General Settings

Desktop settings

Manage RONA timeouts

Provisioning

Settings

Entry Points and Queues

Sites

Teams

Users

User Profiles

Work Types

Create a Work Type

Edit a Work Type

Deactivate a Work Type

Activate a Work Type

Auxiliary Codes

Create Idle or Wrap-Up Codes

Edit Idle or Wrap-Up Codes

Delete Idle or Wrap-up Codes

Desktop Profiles

Address Books

Create an Address Book

Edit an Address Book

Delete an Address Book

Outdial Automatic Number Identification (ANI)

Create an Outdial ANI

Edit an Outdial ANI

Delete an Outdial ANI

Dial Plans

Regular expression for the default US dial plan

Regular expression for the default Any Format dial plan

Create a Dial Plan

Edit a Dial Plan

Delete a Dial Plan

Global Variables

Multimedia Profiles

Desktop Layout

Skill Definitions

Skill Profiles

Threshold Rules

Call Metrics

Agent Metrics

Create a Threshold Rule

Copy a Threshold Rule

Edit a Threshold Rule

Deactivate a Threshold Rule

Activate a Threshold Rule

Entry Point Mappings

Reports for the Provisioned Items

Manage Reports for the Provisioned Items

Delete inactive objects permanently

Business Rules

About Business Rules Engine

Contact Routing

About Contact Routing