To learn what's new in Cisco Webex Contact Center 1.0, click here.
To learn what's new in Cisco Customer Journey Platform (R10), click here.
Blended Multimedia Profiles
Blended Multimedia Profiles offer 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. This feature enables the contact center to balance the load efficiently across media channels, and also provide dedicated attention to customers, improving the customer experience.
Administrators can configure multimedia profiles of the following types:
Blended: The administrator can select the media channels and the number of contacts per media channel that the agent can handle simultaneously. The administrator can set up to a maximum of 1 voice, 5 chat, 5 email, and 5 social contacts for an agent to handle simultaneously.
Blended Real-time: Contacts of only one real-time media channel (either voice or chat) can be assigned to the agent at a point in time, along with contacts of other media channel types (email and social). The maximum number of contacts that an agent can handle simultaneously is 1 voice (default value), 5 chat, 5 email and 5 social, with either voice or chat assigned to the agent at a point in time.
Exclusive: Only one contact can be assigned to the agent across all media channels, at a point in time.
The administrator can then associate the multimedia profile to agents at the site, team, or agent level. The multimedia profile set for a team (via Provisioning in the Management Portal) takes precedence over the multimedia profile set for the site; the multimedia profile set for an agent takes precedence over the multimedia profile set for the team.
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 or Idle state across all media channels. This feature helps enterprises manage concurrent licensing costs.
An all new visual scripting tool is introduced in Webex Contact Center, which allows partners and customers to create customized Flows that automate contact center processes. The first release supports voice contact handling Flows that controls how calls flow through the business. This powerful new application has all the functionality of Control Scripts and more, including an updated user interface and Activity nodes with new functionality.
Conversational IVR - Self-service
Self-service is enhanced with new features. The following IVR (Interactive Voice Response) functionalities and activities are available in Flow Designer:
Text-to-Speech: This functionality converts arbitrary strings, words, sentences, and variables into natural-sounding, synthetic human speech that can be played dynamically to a caller.
Virtual Agent: This activity provides the capability to handle conversations with end users. The virtual agent, powered by Google’s Dialogflow capabilities, provides the speech based Self-service functionality to understand the intent of a conversation and assists the customer as part of the IVR experience.
Blind Transfer: This activity provides the capability to transfer a voice contact to an external Dial Number through the IVR without agent intervention.
Disconnect Contact: This activity provides the capability to end a contact in the IVR.
The following functionalities are available in the Agent Desktop:
IVR Transcript: An agent can view the conversational IVR transcript in the IVR transcript widget.
CAD (Call Associated Data) Variables: An agent can view or edit CAD variables based on the configurations that are set in the call flow by the administrator.
The following report is available in the Analyzer:
IVR and CVA Dialog Flow Report: This report provides the Self-service operational metrics, which includes the number of abandoned calls in Self-service and the number of abandoned calls in a queue. Multi-level drill-down on the row segments in the report provides detailed information related to the corresponding entity.
Virtual Agent - Voice
Customers can now offer a Conversational IVR experience to callers by utilizing the virtual agent created in Google Dialogflow. The customers no longer need to navigate through the unwieldy DTMF based IVR menus; instead, they can speak for self-service.
Dialogflow service account details can be configured in the Control Hub. Once configured, the routing strategy provides an option to connect a Dialogflow virtual agent to drive the IVR. Customers can also configure how the escalated calls need to be handled by creating a mapping between escalation intents and agent queues.
This feature enables options to be presented to the customer using the IVR, while the customer waits in queue to be connected to an agent in the contact center. The customer can be informed of the estimated wait time (EWT) and Position in Queue (PiQ) using the Text-to-Speech functionality. Options can be provided to the customer such as to opt out of the queue and receive a callback, leave a voice message, or continue to wait in the queue.
A customer, when waiting in queue for an agent to become available, can be offered the option to receive a callback rather than having to wait in queue to connect to the agent. The customer can retain the position in queue and receive a callback to the customer’s dialed number, or a number of the customer’s choice. This feature enables the contact center to enhance the customer experience, especially during peak hours when the wait time is more.
Outdial Transfer to Queue
An agent can make an outdial call from the Agent Desktop and can then transfer the call to another queue in the contact center if required, based on the conversation with the customer.
An agent can select a phone number from the outdial ANI list while making an outdial call. Outdial ANI enables an agent to select a phone number that is displayed as the caller ID to the recipient of the outdial call. The outdial ANI list must be added to an agent profile by the administrator.
Pause and Resume
An agent can invoke the Pause and Resume recording events from the Agent Desktop during a call. The events are stored in the customer activity record (CAR). The CAR is made available to WFO/WFM providers through an API. If there is a delay in resuming the recording beyond the allowed time lapse, the Privacy Shield feature auto-resumes the recording.
Change Team without Signing Out of the Agent Desktop
An agent signed in to the Desktop can change to a different team without signing out of the Desktop. The agent can change team only when there are no active contact requests or conversations. When an agent changes team successfully, the desktop layout and the routing strategy (voice or digital channel) of the new team are applied.
Agent Desktop Features
A new extensible Agent Desktop is available in this release. The following new features are introduced:
User Experience Enhancements: The Agent Desktop has undergone a user experience refresh. The desktop has a comprehensive new look with the functionalities configured by the administrator in the Desktop Layout.
Agent State Timer and Connected Timer: The agent state timer displays the time that has elapsed since the agent has been in the current state. If an agent is in an Idle state and switches between any other Idle states, the timer displays the time spent in the current state, and the total time spent in all the Idle states together. After the agent accepts a request, the connected timer displays the time that has elapsed since the request was accepted.
Pause and Resume Recording: Agents can pause and resume the recording of a call.
Channel Capacity: Agents can view the number of contacts that can be handled on each media channel at a given point in time.
Notification Settings: Agents can enable or disable desktop notifications, silent notifications, and sound notifications.
Toaster Notifications: The Agent Desktop supports browser toaster notifications.
Screen Pop: The browser pops up on the Agent Desktop when an agent accepts an incoming call. The agent can view screen pop details either in a new browser tab, existing browser tab, or the Screen Pop tab of the Auxiliary Information pane, based on the screen pop display and the desktop layout settings.
Reset the entire desktop layout: Agents can reset a customized layout to the default desktop layout.
Keyboard Shortcuts: Agents can use keyboard shortcuts for specific desktop functionalities.
Switch to Dark Mode: Agents can enable or disable the dark background theme of the Agent Desktop.
Download Error Report: If an agent experiences problems with the Agent Desktop, the agent can download error logs, and send the error logs to the administrator for investigating the issue.
Campaign Call: Agents can preview the customer's contact information before making an outbound preview campaign call.
Agent Sign Out: Agents are notified when the supervisor signs out an agent from the Agent Desktop.
Install as an Application: Agents can install the Agent Desktop as a desktop application.
Localization: The Agent Desktop user interface supports localization in 27 languages. The following languages are supported:
Bulgarian, Catalan, Chinese (China), Chinese (Taiwan), Croatian, Czech, Danish, Dutch, English, Finnish, French, German, Hungarian, Italian, Japanese, Korean, Norwegian Bokmål, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, and Turkish.
Accessibility: The Agent Desktop supports features that improve accessibility for low-vision and vision-impaired users.
More user experience enhancements which include the following:
Incoming requests that appear either in the Task List pane or in a popover flash for a few seconds, before the agent state is changed to RONA.
A badge in the Task List pane indicates the number of unread chat and social messages in a conversation.
Browser support includes Microsoft Edge Chromium (MS Edge V79 and later).
Multiple agents can edit and save CAD (Call-Associated Data) variables with real-time updates.
Agents can make outdial calls when they are in the Available state.
Agents can enable sound notifications to play sound and use the slider to adjust the volume.
The Agent Interaction History pane displays details of the previous communications the agent has had in the last 24 hours across customers.
The Contact History tab in the Auxiliary Information pane displays the previous communications with the customer for the last 90 days. The Contact History is consolidated for all digital channels, whereas for Voice, the history is restricted only to the Voice Channel.
The Agent Desktop supports a responsive view that enables easy reading and navigation across small (< 640 pixels), medium (641 to 1007 pixels), and large (> 1008 pixels) screen resolutions. The recommended display size for using the Agent Desktop is 500 x 400 pixels or higher. Non-responsive widgets cannot ensure the best user experience and are not displayed in the smaller view.
The Desktop Layout feature allows the administrator to customize the Agent Desktop layout and assign it to a team.
There are two types of desktop layouts:
Default Layout: A system-generated desktop layout which is available for all the teams.
Custom Layout: The layout that the administrator creates based on the requirements of specific teams, and assigns to one or more teams.
The custom layout allows the administrator to customize the following:
Title and Logo
Drag-and-drop and resize widgets
Notification timer and maximum notification count
Custom icons, custom tabs, custom header, custom pages, and custom widgets
Persistent Widgets: Any custom widget can be defined to be persistent. Persistent widgets are displayed on all pages of the Agent Desktop.
Screen Pop: The browser pops up on the Agent Desktop when an agent accepts an incoming call. The agent can view screen pop details either in a new browser tab, existing browser tab, or the Screen Pop tab of the Auxiliary Information pane based on the screen pop display and the desktop layout settings.
The administrator can add or remove the following widgets in the custom layout:
Campaign Contact and Call Guide
Cisco Webex Experience Management Widgets: Customer Experience Journey (CEJ) and Customer Experience Analytics (CEA)
The following Experience Management widgets are displayed on the Agent Desktop only if your administrator has configured the widgets:
Customer Experience Journey (CEJ): Displays all past survey responses from a customer in a chronological list. The widget helps to gain understanding about the customer’s past experiences with the business, and engage appropriately with the customer. This widget is automatically activated when an agent engages with a customer through a call, chat, or email. An agent can view ratings and scores such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) along with all other feedback collected from a customer.
Customer Experience Analytics (CEA): Displays the overall pulse of the customers or agents through industry-standard metrics such as NPS, CSAT, and CES or other KPIs tracked within Experience Management.
When an agent signs in to the Agent Desktop, the desktop layout associated with the agent's team is available to the agent. The agent can customize the desktop layout by using the Drag-and-Drop and Resize features.
If an agent is unable to accept any contact request (voice or digital channel) within the time period configured by the administrator, the contact request is returned to the queue and the system changes the agent state to RONA. The system cannot deliver any new contact requests to an agent who is in the RONA state. When an agent is in the RONA state, a popover appears with the following options:
Go To Idle: Indicates that the agent can change the state from RONA to the default idle reason configured by the administrator.
Go To Available: Indicates that the agent can change the state from RONA to Available, to accept and respond to contact requests.
New URL for Analyzer
Users can now access Analyzer using the new URL https://analyzer.wxccus1.cisco.com/analyzer/home.
Using Webex Contact Center with Webex Calling
Customers who are subscribed to both Webex Contact Center and Webex Calling can use their Webex Calling Dial Number (endpoints) as their preferred agent endpoint devices when used in conjunction with the Webex Contact Center Agent Desktop. This also enables agents to log in using their Webex Calling extension number, be remote on supported Webex Calling devices and clients, and also enable on-net call transfers to internal users on both the solutions, bypassing the PSTN and saving on toll charges.
Webex Contact Center supports the following agent devices for Webex Calling endpoint devices (clients):
Webex Calling Desk Phone
Webex Calling Desktop App (PC Audio)
Webex Mobile App on the cell phone
Webex Client that is integrated with Webex Calling (PC Audio)
Call Manager Integration with Webex Contact Center
This feature enables integrating Webex Contact Center with On-premises Call Manager via the Webex Calling Local Gateways (LGW) connectivity option. With this capability, Webex Contact Center agents can use the connected Private Branch Exchange (PBX) extensions as the agent device.
This feature enables enterprises that use LGWs - such as the Cisco Unified Border Element (CUBE) or the Session Border Controller (SBC) along with Webex Calling, to integrate with Webex Contact Center.
OEM Integration with Acqueon - Preview Campaigns
Webex Contact Center is integrated with the Acqueon LCM (Link and Campaign Manager) application to enable outbound preview campaign management for the voice channel. Administrators can configure outbound preview campaigns using the Acqueon LCM interface. Agents can then initiate campaign calls from the Agent Desktop. When an agent initiates a campaign call, a new contact is dynamically retrieved from the ongoing active preview campaigns and assigned to the agent.
Various campaign reports are available in the Campaign Manager modules. Administrators can measure the effectiveness of campaigns via the OEM Integration with Acqueon report in the Analyzer.
Cisco Webex Experience Management Post Call Survey
Webex Contact Center is integrated with Webex Experience Management, the platform for Customer Experience Management (CEM). This enables administrators to configure SMS and email post‐call surveys to collect feedback from customers.
Social Messaging Channels
Social Messaging is trending as a major way to connect with businesses, to perform all types of one-on-one customer service and query processing tasks. It is asynchronous and personal; the advantage is that Social Messaging apps are already familiar to customers, as a means to communicate with friends and family.
Webex Contact Center now supports Social Messaging channels. Customers can interact with agents in the contact center via Facebook Messenger and SMS (Short Message Service). While customers use their Social Messaging app to interact with agents, agents handle the contacts similar to web chat, which does not require any additional training. Additionally, Social Messaging conversations can be integrated with a Virtual Agent (bot) for Chat, to enable customers get self-help before being routed to a live agent, just as in web chat. Intents detected by the Virtual Agent can be used either to service the request directly, or to route the contact appropriately.
The integration supports Google Dialogflow. For SMS, customers need to procure one or more SMS numbers from the supported vendor MessageBird (www.messagebird.com). For Facebook Messenger integration, customers must have a Facebook page, or create one.
Business Rules Engine Support through Flow Control
The Business Rules Engine (BRE) provides a means for tenants to incorporate their data into the Webex Contact Center environment for custom routing as well as for general implementation. With this feature, new and existing customers who are already using the Business Rules Engine (BRE) solution with Webex Contact Center can leverage BRE data through Flow Control, for their organization.
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.
External Administrator Support in Flow Designer
Flow Designer is enhanced to support external administrators. External administrators can view, create, modify and delete flows using Flow Designer. External administrators with read-only privileges can only view the flows in Flow Designer.
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.
Allow Customers to Configure a Mix of Toll and Toll-free Numbers for Cisco PSTN for Contact Center
Currently, if a customer chooses the Bundle 2: Inbound toll-free number access option when ordering the Cisco PSTN add-on, it is required that the customer configures all inbound numbers as toll-free. For billing purposes, Webex Contact Center considers all numbers as toll-free.
With this enhancement, Webex Contact Center classifies each number added to the tenant as tolled or toll-free. The charges for Bundle 2: Inbound toll-free number access are computed based on peak call volumes on all numbers classified as toll-free.
Global Routing Overrides
A Global Routing Override is a routing strategy that can be applied to one or more entry points. When a contact arrives, the routing engine checks whether a Global Routing Override exists for that entry point. If a Global Routing Override exists, it is then used as the current routing strategy for the entry point, overriding any standard routing strategy associated with that entry point.
Skills Based Routing
Skills Based Routing is a feature that matches the needs of callers with agents who have the skills to best meet those needs. When voice calls arrive, they are classified into subsets that can be routed only to agents who possess a required set of skills, such as language fluency or product expertise.
Webex Contact Center administrators can now assign skill requirements as well as skill relaxation criteria to calls in the flow. Calls are routed to agents based on skill requirements that are matched best at that point in time in the flow.
Download Recordings from S3 Media Server
Recordings of conversations between agents and customers are stored in the S3 media storage repository. The
getDecryptedRecordings API enables administrators and supervisors to download the recordings.
Cisco Webex Experience Management IVR Post-Call Survey
Cisco Webex Contact Center is being integrated with Webex Experience Management to support SMS and Email post-call surveys. With this enhancement, administrators can configure IVR post-call survey when an inline survey has to be played to the customer at the end of a voice call.