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29 March 2021
Supervisory Capability to Sign Out Agents
Supervisors can view the list of agents who are currently signed in to the Agent Desktop, using a new dashboard Agent State Data – Realtime in the Management Portal. The dashboard provides supervisors the ability to sign out agents who are not handling any active contacts; i.e., agents who are in the Available, Idle, or Not Responding state across all media channels. This feature helps enterprises manage concurrent licensing costs.
Enhancements to Chat and Virtual Agent Template Creation
The user experience on Control Hub for creating and editing Chat and Virtual Agent templates has been enhanced to support certain platform upgrades. There is no change to the features provided by the templates.
Webex Contact Center Support in APJC and LATAM Regions
Webex Contact Center will be supported in Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Thailand, and Vietnam in the APJC region, in addition to the current availability in Australia and New Zealand. In the LATAM region, Webex Contact Center will be supported in Brazil, Argentina, Chile, Colombia, Peru, Ecuador, Paraguay, and Uruguay, in addition to the current availability in Mexico. The APJC and LATAM regions will be supported by new pairs of geo-redundant voice points of presence (POPs) centers in Singapore and Brazil, ensuring voice quality for regional calls.
Service Specific Administrator Role for Webex Contact Center
A new service specific administrator role is introduced for Webex Contact Center. This role can be assigned to external administrators and administrators in the customer organization. The service specific administrator role enables restricted administrative access on Control Hub. An administrator with this role can manage contact center licenses and administer the contact center service.
Support for provisioning administrators is also enabled in this release. Partner administrators who have provisioning administrator privileges for the contact center service can perform all activities that a partner full administrator can perform.
Support for external read-only administrators is available with this release. External administrators with the read-only role can access all Webex Contact Center administrative interfaces in the read-only mode.
Content Security Policy
Content Security Policy defines an approved list of trusted domains that can be accessed from Webex Contact Center applications. This feature helps comply with the content security policy framework that browsers enforce.
License Tracking Reports for Bundled PSTN Offer
Two new reports are introduced for license tracking for customers using Cisco PSTN add-on for Webex Contact Center. These reports are available in Analyzer, in the Stock Reports > Historical > License Usage Report folder.
License Usage Report - Webex Contact Center PSTN: This report provides the daily observed maximum concurrent voice-enabled agent sessions on Agent Desktop. This data is indicative of the usage of PSTN Toll Inbound SKU. The report additionally provides the daily observed maximum concurrent voice calls on the tenant. This data is indicative of the usage of PSTN Toll-free Inbound SKU. Additionally, a breakup of maximum concurrent voice calls is provided. The breakup shows the composition of the calls connected to Agent, IVR, and Queue when the maximum was observed.
Historical License Usage Report - Webex Contact Center PSTN: This report provides a monthly view of the same data as described in License Usage Report - Webex Contact Center PSTN. A view of 12 consecutive months' data is available at any point in time. Data for the last 36 months is available. This provides an indication of seasonality in PSTN license consumption.
Access Control Improvements for APS Reports on Agent Desktop
Data displayed in the Agent Performance Statistics (APS) reports on the Agent Desktop is now based on the Queue and Team access settings in the Agent Viewable Statistics tab of the agent profile. Earlier, the APS reports were based on the settings in the user profile. The Analyzer access control continues to use the settings in the user profile.
Canada DC Rollout
New Webex Contact Center customers who select Canada as the Country of Operation in the Contact Center tab of the Setup Wizard during provisioning will have tenants created in the new Canadian Data Center. The organization's tenant configuration data, call data records, call recordings, and reporting data will reside in the new Canadian Data Center.
Data access APIs used by control scripts for the Business Rules Engine (BRE) are now secured using the OAuth authorization framework.
Payment Card Industry Data Security Standard (PCI DSS) Version 3.2.1 Attestation of Compliance (AOC) is now available for Webex Contact Center. As of 31 August 2020, Webex Contact Center has successfully completed the PCI DSS Version 3.2.1 audit and received the Attestation of Compliance from the certification authority Foresite.
Analyzer User Interface Enhancements
The Analyzer user interface is enhanced with the following features to improve user experience:
Renaming of Modules: You can edit and rename modules that were already added in Analyzer reports.
Enhanced Search: Search is enhanced to recursively search across all folders to provide a view of all folder names, reports or dashboards matching the search string.
Threshold and Alerts
The Threshold feature allows authorized users to create threshold rules in the Management Portal to monitor agent and call data. When a threshold is breached, an alert is sent to the Analyzer user interface for the authorized user to view and acknowledge. In addition, you can configure threshold rules to send alerts to one or more email addresses. Email alerts of HTML or plain text format can be configured.
The Usage Report feature provides the agent license usage details for each day of the month for a given site. It also gives a summary of maximum usage for each month. You can select a site and the period for which you require the usage data.
Bundled PSTN Offer
Cisco PSTN add-on for Webex Contact Center can now be configured for customer organizations via the Control Hub as part of provisioning a new or an update order.
External Data Dip
A new secured HTTP connector is now available to connect to external CRM or databases using REST interface. Data fetched by the connector using the Fetch variable block can be extracted from the JSON path and stored in CAD variables. The data can then be used for customizing IVR scripts, selecting queues, or for providing useful information on Agent Desktop.
The HTTP connector uses OAuth 2.0 authorization framework with JSON Web Tokens (JWT) for authentication to interconnect with Salesforce. It also supports basic authentication mechanism using username and password. See Set Up Salesforce for Cisco Webex Contact Center.
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 called party) as two separate audio channels within a single recording. This enables voice analytics better than in a mono file, where the audio is mixed into a single stream.
Salesforce Desktop Connector Version 1.15
A new version of the Salesforce Desktop Connector with highly simplified installation and configuration is now available in Salesforce AppExchange. The Salesforce Desktop Connector currently supports Lightning and Classic versions of the Salesforce Instance. It supports the following features:
Unified Agent Interface with Agent and Call Controls Embedded in the Salesforce Application: The Webex Contact Center Agent Desktop application is embedded in the Salesforce CTI Panel allowing agents to manage both Inbound and Outbound interactions directly from Salesforce. Full agent state (Login, Idle/Available, etc.) and telephony control (Answer/Hang-up, Hold/Resume, Consult/Transfer/Conference, Pause/Resume Recording and Wrap-Up, etc.) are also available from within the Salesforce application.
Auto Login of Agents into the Telephone Platform: Single Sign-On to Salesforce and Webex Contact Center is now enabled.
Screen Pop Based on Incoming Call Parameters: This feature pops up the relevant customer record within Salesforce based on incoming call parameters. Single record, multiple records and no record matches are supported.
Automatic Call Logging in Salesforce Application: The Salesforce Desktop Connector now logs the call activity information into Salesforce at the end of each call and tags the call log to the call activity record.
The call recording link will be stored along with the call activity record, which enables playing the recording directly from the Salesforce screen.
Outbound Calling - Click to Call: Click to Call is enabled for all the phone number fields in Salesforce. This enables agents to initiate outdial directly from Salesforce. Administrators can enable or disable the outdial feature for agents directly from the Webex Contact Center Admin Portal.
Partner and customer organizations on Control Hub are no longer required to be in the same geography. For example, a partner organization that is based in the U.S. can onboard and administer a customer organization that is created in the U.K.
Webex Contact Center has added features that are required for PCI compliance in the contact center service to protect customer organizations from data loss while using Email and Chat channels. Customer administrators can decide to restrict attachments from the Email and Chat service for their organizations. If Email or Chat content has cardholder data, then you can configure to either Redact or Drop the content that is in the email subject line or email/chat body. Attachments are always dropped if PCI data is detected.
Webex Contact Center introduced a Cisco-provided, flat-rate PSTN calling offer for contact center. The offer provides base telephony that includes local number access to Webex Contact Center, PSTN termination of the call to agents, and toll-free access to Webex Contact Center. Agents can use any of their telephony solutions such as home phone, mobile phone, and office DID. The customers are charged for usage at a flat rate per agent license. Customers get a combined bill for Contact Center and telecom by Cisco. This offer is available in the US and Canada.
GET API provides Agent and Customer records (Activity & Session) respectively based on the last modified timestamp provided as an input.
A new dashboard called Contact Center Overview allows administrators and supervisors to view reports for both real-time and historical data in Webex Contact Center Management Portal.
Administrators and supervisors can log in to the Management Portal to view a dashboard with Callback details for a certain duration.
Webex Contact Center back end registers Subscription Cancel, Suspend, Resume, Expire, Renew events from CCW for accurate tracking of current subscription state.
Predefined Chat Responses
Administrators can create standard chat responses that the agents can use in their interaction with customers. Use of predefined responses reduces the response time, and thus increases productivity of the agent.
New Data Centers
Webex Contact Center is now available in Europe and UK data centers. Your data resides locally and the data stored is compliant with the European data residency standards and laws. See Data Locality in Cisco Webex.
The Webex Contact Center platform is now integrated with Control Hub. Subscription orders can now be provisioned automatically using the unified service setup flow that the Control Hub platform provides.
You can now use Webex Contact Center Reporting and Analytics to view the activities of your agents during their logged-in session. You can track the time that they spent in each state. This helps you to manage your agents efficiently.
Supervisors in Webex Contact Center can now monitor the calls of their agents and help them solve customer requests. Using real-time call monitoring, Supervisors can also train the agents to handle difficult situations.
New Data Centers
A new data center is now available in Australia. Your data resides locally and the data stored is compliant with the European data residency standards and laws. See Data Locality in Cisco Webex.
New Refreshed Webex Contact Center Reporting and Analytics
Webex Contact Center Reporting and Analytics has a new interface that's simple to use. Reporting and Analytics is the single source of truth for all Webex Contact Center metrics and provides Standard, Historical, and Real-Time reports. The dashboard has details about Webex Contact Center metrics and KPIs.
Support for Salesforce Lightning Integration
You can now integrate Webex Contact Center with Salesforce Lightning. You can use Webex Contact Center for Salesforce to make and receive calls, play customer call recordings, and generate Webex Contact Center reports on the Salesforce interface. When the agent receives any customer contact, Salesforce fetches the customer's records and automatically displays them on the screen. Webex Contact Center for Salesforce has an automatic call activity log for better customer interaction in the Customer Relationship Manager (CRM).
New Refreshed Agent Desktop Experience
We refreshed the Agent Desktop to create a more positive agent experience and reduce the agent fatigue. With the look and feel of other Webex user interfaces, agents can have an intuitive and consistent experience across applications.
Chat and Email Integration with Webex
You can create a chat bubble for your organization's website using Webex Contact Center. Then you can customize the bubble by adding proactive prompts, branding, and customized bots. After you set up the bubble, you can transfer files, escalate ongoing chats, and download transcripts. At the end of the chat, you can also collect the customer feedback to improve your services.The new email application in Agent Desktop enables you to use Gmail and Microsoft Office 365 to manage the customer emails. We also have predefined email templates in the new email application. Using the email, you can send and receive attachments to and from customers. You can't miss emails with the new audible indicators for emails.
We increased the capacity for Webex Contact Center and it can now scale up to 1,000 agents per tenant. We can support midsize to large-size contact centers in the cloud.
Cloud Tenant Management with Webex Control Hub
We integrated Webex Contact Center with Webex Control Hub to provide faster and simpler customer onboarding with a centralized management experience. We automated the onboarding and provisioning of tenants in Cisco Commerce Workspace orders and trials for Gold tenants. Gold tenants are the partner tenants to demo the product. Experience out-of-the-box single sign-on for all Webex applications, for both the Partners and Customers.
We are sharing details about our planned feature releases that are coming out soon. The following release timeframes are estimates, and Cisco may make changes to both the dates and the anticipated features themselves in its sole discretion. You can subscribe to this article to get updates on any changes.
Service Details in Control Hub
A new Service Details section will be introduced in the Contact Center Settings tab in Control Hub. This section enables administrators and support engineers to quickly identify the platform-level configurations that are applicable to the customer organization. The Service Details section provides the following information:
Webex Contact Center Country of Operation: This field displays the country of operation that was selected in the Setup Wizard when the contact center tenant was provisioned. The field provides an indication of the geolocation of the customer tenant.
Webex Contact Center Platform Details: The value 1.0 displayed in this field confirms that the tenant is hosted on the Cisco Webex Contact Center 1.0 platform.
Agent Desktop Enhancement
Support for Google Chrome: The Agent Desktop will support Google Chrome V88.0.4324 or higher. The agents will not be disconnected any longer due to Chrome regulating memory usage for the application.
Allow Customers to Configure a Mix of Toll and Toll-free Numbers for Cisco PSTN for Contact Center
Prior to this enhancement, if a customer had purchased the Bundle 2: Inbound toll-free number access option with the Cisco PSTN for Contact Center add-on, it was required that the customer configures all inbound numbers as toll-free. For billing, Webex Contact Center considered all dialed numbers as toll-free.
With this enhancement, Webex Contact Center can classify each number added to the tenant as toll or toll-free. Webex Contact Center billing will be computed based on call volumes on all toll-free numbers.
The following license usage reports are being enhanced to utilize the ability to classify toll and toll-free numbers:
License Usage Report: This report is being enhanced to provide customers a metrics of the daily observed Max Concurrent Toll-Free Calls. This is indicative of the usage of Bundle 2: Inbound toll-free number access. A breakup of the Max Concurrent Toll-Free Calls will be provided, to show the composition of the calls connected to the Agent, IVR system, and Queue when the maximum was observed. Additionally, the report will also provide the concurrent call volumes observed on tolled numbers at the time when Max Concurrent Toll-Free Calls was observed. A breakup of Concurrent Tolled Calls will be provided to show the composition of the calls connected to the Agent, IVR system, and Queue.
Historical License Usage Report: Using this report, customers will be able to view the Max Concurrent Toll-Free Calls for the previous months. This report can access data from the past thirty-six months and can display data for a consecutive twelve-month period.
Hide Inactive Users
The Users page in the Provisioning module in the Management Portal will provide a Hide Inactive Users check box to filter out inactive users. If the administrator selects the Hide Inactive Users check box, inactive users in the tenant will not be displayed.