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.

07 September 2021

Dynamic Variables for Queue, Skills, and Call Priority

This feature enhances the current Queue Contact activity in Flow Designer by enabling dynamic selection of the queue, skills, and call priority, rather than setting these parameter values statically. The flow developer can now select flow variables in the Queue Contact activity to configure the queue, skills, contact priority, and agent availability checks dynamically.

For more information, see Queue Contact activity in the Cisco Webex Contact Center Setup and Administration Guide.

17 August 2021

Seamless Customer Upgrade Path from Webex Contact Center 1.0 to Webex Contact Center

This feature allows customers who use the Webex Contact Center 1.0 platform to upgrade to the latest Webex Contact Center platform. After this feature is enabled, customers are provided access to the new contact center capabilities without impacting the existing Webex Contact Center 1.0-specific contact flows. Customers can incrementally move Telephony, Chat, and Email workloads to the new platform and transition agents using a phased approach that best suits their business requirements.

For more information, see the article Upgrade from Legacy Platform to Cisco Webex Contact Center.

09 August 2021

Tenant Self Service Settings for Contact Center Administrators

Tenant settings such as Enable Force Default DN (Dial Number), Enable End Call, Enable End Consult, Auto Wrapup Interval, Lost Connection Recovery Timeout, and Privacy Shield that were previously configured using the Customer Journey Platform Service Provider Portal are now moved to Control Hub. These tenant settings can be configured by contact center administrators and need not be managed by the Cisco Operations team. Going forward, all contact center administrator roles can manage these settings.

In accordance with this enhancement, the Settings tab in Control Hub is reorganized, and is divided into the following subtabs:

  • General: Enables administrators to synchronize users between Control Hub and the Management Portal, provides information about the service details of your organization, and provides access to the Management Portal for advanced configurations. For more information, see the article Ways to Add Users for Cisco Webex Contact Center.

  • Security: Enables administrators to configure all security-related settings. This includes Privacy Shield, security settings for chat and email attachments, and content security policy. For more information, see the article Security Settings for Cisco Webex Contact Center.

  • Voice: Enables administrators to add inbound dial numbers that are used to receive customer calls. For more information, see the article Setting Up Voice Channel for Cisco Webex Contact Center.

  • Desktop: Enables administrators to manage and configure voice channel features for the Agent Desktop, and the Auto Wrapup Interval and Lost Connection Recovery Timeout. The voice channel features include Enable Force Default DN, Enable End Call, and Enable End Consult. For more information, see the article Desktop Settings for Cisco Webex Contact Center.

03 August 2021

Webex Contact Center Platform Launch in UK Data Center

The new Webex Contact Center Platform is now available in the UK data center. Customers who select a Country of Operation that maps to the UK data center have the option to onboard to the new Webex Contact Center Platform. More details on the available options for these customers are specified in the article Get Started with Cisco Webex Contact Center.

27 July 2021

New Digital Channels in Webex Contact Center

New digital channels - WebChat, Email, Short Messaging Service (SMS), and Facebook Messenger - are now available in the new Webex Contact Center in both US and UK regions via imimobile integration.

Customers, when using these channels, can use the following enhancements that are powered by imimobile:

  • Flow Builder: This enhancement empowers customers to create powerful self-help. Flow Builder is an editor that enables customers to create interactive communication flows with minimal programming or scripting efforts. It has an easy-to-use drag-and-drop interface called Flow Canvas, which helps to build communication flows using Nodes.

  • Bot Builder: Using Bot Builder, customers can create a QnA or Task bot and integrate it via a Flow.

  • The following new features are supported:

    • Skills-Based Routing: Administrators can assign skill requirements as well as skill relaxation criteria to contacts in the QueueTask node in the Flow Builder. Contacts are routed to agents based on skill requirements that are matched best at that point in time in the flow.

    • Screen Pop: A screen pop is a window or dialog box that autonomously appears in an agent’s Desktop when the agent answers a customer conversation. Screen pops help the agent to get more information about the caller to proceed further with the conversation.

  • The channel-specific capabilities allow hyperlinks and delivery receipts.

  • All digital channels are part of Premium Seat License. Charges are extra for SMS (Short Message Service) - short code, long code, and toll-free, and bot usage.


In the US region, the new digital channels are released in controlled GA (General Availability). Only those customers who have worked with the Cisco Solution Assurance team to plan their onboarding can avail the new digital channels. Migration from select older platforms is also supported.

For more information, see New Digital Channels in the Cisco Webex Contact Center Setup and Administration Guide.

26 July 2021

Import and Export Reports

The Analyzer UI now provides administrators the option to import and export reports as individual files or as multiple files in a folder. This functionality enables administrators and partner administrators to export custom reports on a tenant and import them in other tenants.

Improved View for Grouped Reports

The Analyzer UI is improved to remove blank rows in grouped reports. This reduces the blank area in the reports and provides a better viewing experience.

19 July 2021

Hide Inactive Users

The Users page in the Provisioning module in the Management Portal provides 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.

Agent Desktop - Screen Pop Enhancement

The Screen Pop tab in the Auxiliary Information pane of the Agent Desktop displays screen pops that are relevant to the currently selected interaction. For example, when an agent accepts an interaction from the customer Jane Doe, the Screen Pop tab of the Auxiliary Information pane displays the screen pop associated with the interaction with Jane Doe.

17 July 2021

Ordering and Provisioning - IVR Port Add-on Offer

By default, customers are entitled to two IVR port licenses for every Standard or Premium agent license that is purchased. This feature introduces an IVR Port Add-on that allows customers to purchase additional IVR port licenses, so that a higher number of sessions can be hosted on IVR.

Multi-language Support for Virtual Agent

Webex Contact Center integrates with Google Dialogflow to provide conversational IVR experience to customers. Previously, the Virtual Agent defaulted to the language en-US. The Virtual Agent functionality is now enhanced to support additional Google Dialogflow languages and voices. Customers can configure the input language and voice name for the Virtual Agent via the Virtual Agent activity in the Flow Designer.

Virtual Agent Parameters

Flow developers can now configure optional input parameters in the Virtual Agent activity. The input parameters can be used to pass extra custom information from the Webex Contact Center flow to the Google Dialogflow bot to implement advanced conversational experiences.

Google Dialogflow Regionalization Support

Webex Contact Center customers can configure their voice and chat Virtual Agents by specifying the Google Dialogflow region. Google Dialogflow provides multiple regions to support regional deployments in order to reduce latency and meet data residency requirements. Customers can specify the Region ID while configuring the Virtual Agents via Control Hub, so that the data originating from Webex Contact Center is directed to the Google Dialogflow data center specified in the Region field.

Agent Availability in Queue for Voice Calls

A flow developer can now determine how many agents are currently available to service a queue. The Get Queue Info activity in the Flow Designer provides extra output variables, so that the flow developer can observe the status of the queue and take remedial action (for example, redirect to self-service or provide skill relaxation criteria) before routing the call to an under-serviced queue. This feature helps to avoid a potential overflow condition.

06 July 2021

New Webex Contact Center Platform Launch in Australia Data Center

The new Webex Contact Center Platform is now available for customers who have their Country of Operation mapped to the Australia data center. Customers who have worked with the Cisco Solution Assurance team during the A2Q process to validate their requirements against the new platform features can continue with the onboarding process. For more details on the steps required for onboarding, see the article Get Started with Cisco Webex Contact Center.

Google CCAI for OEM Customers

Webex Contact Center customers can now use voice and chat virtual agents along with the Cisco-provided Google Cloud Platform project. Customers can now specify the Project ID and Region ID while creating Dialogflow virtual agents on Control Hub. With this feature, customers who purchase the Google CCAI (Contact Center Artificial Intelligence) OEM subscription from Cisco can associate multiple virtual agents with the same Google Cloud Platform project, and be presented with a consolidated Webex Contact Center bill that includes CCAI usage.

Cisco Webex Experience Management-based IVR Post-call Surveys and Post-call Survey Reports

Webex Contact Center integrates with Webex Experience Management to conduct post-call surveys and collect feedback from customers. Post-call surveys can be conducted via SMS or email channels, or IVR.

The following enhancements are available for post-call surveys:

  • Administrators can configure IVR post-call surveys when an inline survey has to be played to the customer at the end of a voice call.

  • Post-call surveys can be conducted via the voice channel, in addition to email and SMS.

  • Details of post-call surveys, such as opt-in statistics, survey response rate, and survey completion rate, can be captured in the Post Call Survey report in the Analyzer.

The global variable Global_FeedbackSurveyOptin must be used in the flow and set to true to trigger the post-call survey. Existing flows must be updated to set this variable for conducting post-call surveys successfully.

21 June 2021

Default Outdial ANI

Administrators can set a Default Outdial ANI (Automatic Number Identification) for the contact center organization. The Default Outdial ANI drop-down list in the organization’s Settings tab in the Provisioning module of the Management Portal displays all existing dial numbers that are mapped to entry points. The drop-down list enables the administrator to choose a dial number as the Default Outdial ANI for outdial calls from the organization.

When making an outdial call to a customer, if an agent does not select an outdial ANI from the Select Outdial ANI drop-down list, the Default Outdial ANI is used. The Default Outdial ANI will be displayed in the customer’s caller ID.

The Default Outdial ANI is applicable at the tenant level.

16 June 2021

Agent Desktop Enhancement - Screen Pop Hyperlink

The screen pop notification in the Notification Center is displayed as a screen pop hyperlink. The text provided in the new Screen Pop Desktop Label field in Flow Designer is the display text for the hyperlink on the Agent Desktop.

08 June 2021

Agent Desktop Enhancements
  • RONA Enhancement: Incoming call requests will not be delivered to agents in case of phone, device, or network failure. Incoming call requests are returned to the queue, and the agent state is changed to RONA. New requests will not be delivered to an agent who is in the RONA state.

  • Identify Agents for Consult or Transfer Call: In the Transfer Request and Consult Request dialog boxes, the Dial Number drop-down list displays the enterprise address book. Names are available in address book entries, in addition to the Phone Number field that was already available. This helps agents to identify the correct Address Book entry to be selected when they perform a consult or transfer during a voice call.

  • Profile Picture: Agents can configure their profile picture when activating the user account or later, using the Cisco Webex profile page. If the profile picture is not configured by an agent, the agent's initials will be displayed in the User Profile.

  • Accessibility Compliance: The Agent Desktop provides screen reader support for read-only User Profile elements. This is in compliance with the Web Content Accessibility Guidelines (WCAG) 2.0.

  • User Experience Enhancement:

    • The media channel badge in the Channel Capacity section of the User Profile dialog box only highlights the relevant media channels for which the agent has capacity allocated.

02 June 2021

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 enhanced to utilize the ability to classify toll and toll-free numbers:

  • License Usage Report: This report is 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 is provided, to show the composition of the calls connected to the Agent, IVR system, and Queue when the maximum was observed. Additionally, the report also provides 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 is provided to show the composition of the calls connected to the Agent, IVR system, and Queue.

  • Historical License Usage Report: Using this report, customers can 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.

01 June 2021

Agent Desktop Enhancements
  • Default Title: The new default title of the Agent Desktop is Webex Contact Center. This can be customized by the administrator at the global level or team level via the Desktop Layout.

  • User Experience Enhancements:

    • The Station Login dialog supports the browser Autocomplete feature. Autocomplete saves the agent's time by automatically filling in the previously entered dial number(s) and extension number(s). The number of entries saved in the standard browsing mode is specific to the browser. To remove the saved entries, the agent must clear the browser cache. The Autocomplete feature is not supported in private browsing mode.

    • The Keyboard Shortcuts dialog now has a minimum height and width (in pixels), beyond which you cannot resize the dialog. This ensures that the content within the dialog remains readable always.

    • The Auxiliary Information pane retains the agent's tab selection for a specific interaction even when the agent switches between interactions. For example, consider that the agent is on a voice interaction and has accessed the Screen Pop tab in the Auxiliary Information pane. The agent then switches to a chat interaction and accesses the Contact History tab. When the agent returns to the voice interaction, the Screen Pop tab selection would be retained.

24 May 2021

Filters in the Run Mode

The Analyzer UI offers filtering capabilities while executing a report in the run mode. This feature provides an enhanced report generation experience. Users can choose the filters to be displayed, while creating or editing a visualization, or while creating a copy of the visualization. When the users run the visualization, the selected filters appear at the top-right corner of the visualization page. Users can filter the visualization using the appropriate filters, without having to edit the report.

28 April 2021

Service Details in Control Hub

A new Service Details section is 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 tenant.

  • Webex Contact Center Platform Details: The value New Platform displayed in this field confirms that the tenant is hosted on the latest Webex Contact Center platform.

  • Digital Channel: The value Native Digital displayed in this field confirms that the tenant is using the current Digital Channel offering from Cisco. Additional values will be introduced for this field, as more contact center digital channel offerings are introduced in future. This will help differentiate customers who use the Native Digital channel from those customers who will be using the upcoming digital channel offerings.

  • Voice Channel: The value Webex Calling Integrated displayed in this field confirms that the tenant is using Webex Calling integration for telephony. Future enhancements to the contact center voice platform will introduce additional values for this field. This will help differentiate customers who use the Webex Calling Integrated platform from those customers who will be using the upcoming voice platform enhancements.

  • Webex Contact Center Telephony: This field displays Webex Contact Center PSTN, Webex Calling (CCP and Local gateway), or Voice POP Bridge to indicate the PSTN option that is applicable to the customer.

08 April 2021

Agent Desktop Enhancements

  • Availability State Search: An agent can use the search field to search for the availability state to be displayed on the horizontal header of the Agent Desktop. The availability states are Available, and the idle states configured by the administrator.

  • Task List Pane Options: The Task List pane in the Agent Desktop provides the following options:

    • Accept All Tasks: The agent can click the Accept All Tasks button to accept multiple digital channel requests (chat, email, and social messaging conversations) at the same time.

    • New Replies: The agent can click the New Replies button to scroll to view unread digital channel messages (chat or social messaging conversations).

  • Special Character Supported for Dial Number and Extension: If an agent copies a Dial Number or Extension which contains any special characters (!, @, #, $, %, ^, &, *, ), (, =, ., <, >, {, }, [, ], :, ;, ', ", |, ~, `, _, and -) to the Dial Number or the Extension text box, the special characters are removed while submitting the details. This is relevant for the following dialogs:

    • Station Login (Dial Number and Extension)

    • Transfer Request (Dial Number)

    • Consult Request (Dial Number)

    The only supported special character is +.

  • Desktop Layout JSON File Properties:

    • responsive: A new property named responsive is added to the JSON file. This property determines whether a web component or an iFrame based widget added in the custom layout at the page level or the comp level is responsive or not. This property can be configured with one of the following values:

      • True: Enables responsiveness of the widget. By default, all widgets are expected to be responsive based on the progressive screen sizes, orientation, and viewing areas of the device being used.

      • False: Disables responsiveness of the widget. If the widgets do not support viewing on different devices, mark them as non-responsive.

    • visibility: The visibility property value NOT_RESPONSIVE is deprecated, and you can continue to use it only for backward compatibility. Any value set as NOT_RESPONSIVE previously does not require modification, because the functionality remains the same. To set a newly created widget as responsive or not responsive, use the responsive property.

30 March 2021

Flow Chaining

The GoTo activity is introduced in Flow Control to terminate a current flow and hand off the voice call to an entry point or to another flow. Flow to entry point, and flow to flow are voice call handoff mechanisms to redirect calls based on business hours and during emergency conditions.

25 March 2021

Call Prioritization

Call Prioritization enables flow designers to assign priority to inbound calls in a queue. Flow designers can use the Queue Contact activity to assign a priority to a call. When an agent services multiple queues, the call with the highest priority across all queues is assigned to the agent. If two or more calls across multiple queues have the same (highest) priority, the call waiting for the longest duration is assigned first to the agent.

09 March 2021

Agent Desktop Enhancements
  • Logo and Title Enhancements: The Agent Desktop now supports larger logos. The administrator can configure a logo comprising a larger image of up to 96 x 32 pixels (width x height). The Agent Desktop title can be an image or text. The logo and title together on the horizontal header of the Agent Desktop cannot exceed the maximum width of 304 pixels.

  • Refresh Data in Transfer Request and Consult Request Dialogs: The Refresh icon in the Transfer Request and Consult Request dialogs in the Agent Desktop enables agents to retrieve the most recent list of agents, queues, or dial numbers.

  • Sub-layout Feature: The Sub-layout feature enables an administrator to define nested desktop layouts using the Agent Desktop JSON layout file. The Sub-layout feature provides finer control over the widget placement and resize behavior.

  • Agent Transfer to an Entry Point: Prior to this enhancement, if an agent was on a call with a customer on a workflow, the agent could transfer the call to another agent in the same workflow. But it was not possible for the agent to transfer the call to a different entry point associated with another workflow.

    With this enhancement, the agent can transfer the call to a different entry point associated with another workflow. All Call Associated Data (CAD) variables related to the first flow are carried forward to the new workflow.

    For example, if a customer is waiting in a queue that is related to debit card transactions, but intends to transact on credit cards, the agent servicing the customer can now transfer the call to the credit card workflow.

08 March 2021

Download Call Recordings

Administrators and Supervisors can download recordings of calls that were handled by Agents. A new API will be available to enable downloading of the recordings.

February 2021

New Cloud Data Platform Providing Historical and Real-time Data

A new Cloud Data Platform is available for Webex Contact Center. The Cloud Data Platform is a big data stream processing platform, which offers increased throughput. The platform provides high data availability, processing real-time call and agent data in 3 to 5 seconds, and historical data within 30 minutes from the time of occurrence of an event. The Cloud Data Platform offers a secure data platform across all channels supported by Webex Contact Center. The platform provides reliable data across real-time and historical reports, ensuring data integrity.

Analyzer connects to the Cloud Data Platform to provide historical and real-time reports.

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.

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.

January 2021

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.

Flow Control Usability Enhancements

The Flow Control user experience is enhanced to support the following:

  • The Flow Control now ensures that the users always enter a unique flow name.

  • The Flow Control publishing experience is enhanced. The following functionality is available in the Flow Control UI after the user validates a flow and clicks the Publish Flow button:

    • If publishing fails, a Toaster Notification is displayed with the Tracking ID and Flow ID. The Tracking ID information can be sent to Cisco support for further assistance. The user can click the Retry Publish button to try again.

    • If publishing succeeds, the user is redirected to a confirmation screen, and will no longer be in the Flow Control UI.

  • The Global Properties button is included in the zoom toolbar to enable users to quickly open the Global Properties pane. The Global Properties pane appears by default on the Flow Control canvas when a new flow is created or an existing flow is opened.

December 2020

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.

Flow Designer

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.

Opt Out of Queue and Estimated Wait Time

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.

Courtesy Callback

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.

Outdial ANI

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.

Desktop Layout

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:

  • IVR Transcript

  • 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.


In addition to requesting data to be passed to the widgets through properties and attributes, the administrator can perform more complex operations by consuming and manipulating the system data within the widget by using the Agent Desktop JavaScript SDK (Software Development Kit) package.

RONA Popover

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.wxcc-us1.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.

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.

September 2021

Seamless Customer Upgrade Path from Cisco Customer Journey Platform (R10) or CC-One (R9) to Webex Contact Center

This feature enables customers who use Cisco Customer Journey Platform (R10) or CC-One (R9) to upgrade to Webex Contact Center. Customers who enroll for this feature are provided access to a migration workspace. This workspace has the following key capabilities:

  • Tenant Configurations: Customers can extract administrative configuration data from their legacy tenant and convert it to a format that can be used to quickly create the same configurations in Webex Contact Center.

  • Historical Data: After customers have migrated completely to Webex Contact Center and their legacy tenants have been decommissioned, the customers can query analyzer data that was created on their legacy platform.

  • Call Recordings: After customers have migrated completely to Webex Contact Center and their legacy tenants have been decommissioned, the customers can query and download call recordings that were created in their legacy platform.

Bulk Operations for Webex Contact Center

Bulk Operations allows partners and customers to use CSV files to create administrative configurations for Webex Contact Center in bulk. This feature helps to automate the onboarding of new customers and allows existing customers to make large scale configuration updates to their tenant easily.

Onboarding Partner as a Customer

This feature enables a partner to onboard a Webex Contact Center tenant for the partner’s own organization by selecting the I am a Customer option in the Order Setup Wizard in Control Hub. This feature will be enabled for this release only on request, to ensure compliance with feature restrictions.

The following are the feature restrictions when a partner provisions a tenant for the partner’s own organization using Control Hub:

  • If the country of operation that is selected when provisioning the tenant maps to the United States Data Center, the partner should onboard the tenant to the Default Platform only. The partner should not select the Exception Platform. For more information on Webex Contact Center Data Centers, see the article Data Locality in Cisco Webex Contact Center.

  • If the country of operation that is selected when provisioning the tenant maps to any other Data Center, then the partner should not have any existing customer tenants provisioned in that Data Center. The partner should first provision the tenant for the partner's own use, and can then start onboarding customer tenants.

E.164 Format Support for International Calling in Webex Contact Center

Webex Contact Center will now support the E.164 phone number format for international calling for agents and supervisors. This is in addition to the IDD (International Direct Dialing) format that is currently supported for all telephony options in Webex Contact Center.

With this enhancement, the E.164 format will be supported for all PSTN options for Webex Contact Center—Cisco Provided Bundled PSTN, Service Provider PSTN, Bring Your Own PSTN (BYO PSTN), Bring Your Own PSTN with Local Gateway (Webex Calling), and Cloud Connected PSTN (Webex Calling).

The E.164 format will be supported in the following scenarios:

  • Inbound Calls: Contact center customers can use dial numbers in the E.164 format to connect to the contact center.

  • Agent Sign-In: Agents can sign in to the Agent Desktop by entering dial numbers in the E.164 format (in addition to the IDD format) in the Station Login dialog. This functionality enables agents located in different geographical regions to stay connected to their Webex Contact Center tenant to handle voice calls.

  • Transfer, Consult, and Conference Calls: Agents can enter dial numbers in the E.164 format (in addition to the IDD format) in the Transfer Request and Consult Request dialogs to initiate transfer, consult, or conference calls with agents located in other geographical regions.

  • Outdial Calls and Outbound Campaign Calls: Agents can make outdial calls to contacts in other geographical regions by using phone numbers in the E.164 format, in addition to the IDD format. This enhancement is applicable for outdial calls, courtesy callback, and outbound campaign calls.

  • Supervisor Call Monitoring: Supervisors can now enter the callback number for call monitoring, barge-in, and whisper coaching in the E.164 format, in addition to the IDD format.

Large organizations may have agents operating in many countries around the world. These agents are likely to experience longer latencies as the round trip of voice telephony can be a factor in the origination-to-termination matrix.

Surge Protection: Maximum Concurrent Voice Calls for a Tenant

This feature defines the maximum number of calls that can be active on the customer tenant. The value can be accessed on the Settings tab of the Management Portal, and is termed as Maximum Concurrent Voice Contact Threshold. Once the threshold is reached, any new calls will be rejected until existing calls disconnect to bring down the number of concurrent calls below the threshold.

The default value for this setting will be automatically configured to allow a 30% surge on the total committed Standard, Premium, and Add-on IVR port licenses purchased by the customer. For zero commitment subscriptions, a default value of 130 will be set.

Customers can raise a support request to decrease or increase the surge percentage, in case the default threshold does not meet their business requirements. The maximum allowed value for this setting is 9000.

Web Callback and Callback Report Enhancements

The Callback feature in Webex Contact Center is being enhanced to support Web Callback, in addition to Courtesy Callback that was previously supported. The Web Callback feature enables visitors to submit a callback request by specifying a name and phone number when visiting the contact center website or while communicating with the chat bot (Virtual Agent) in the website. The request is sent to the Webex Contact Center system. A call to the requester is initiated on an outbound entry point that is used exclusively for Web callbacks.

In accordance with this, the Callback report in Analyzer is being enhanced to support Web Callback. The report will provide the following new fields:

  • Type of Callback: The type of Callback can be Courtesy or Web.

  • Source of Callback: The source of callback can be Web, Chat (Virtual Agent), or IVR.

Define Column Summary for Top-level Row Segment Group in Analyzer Reports

The Analyzer UI will enable users to define column summary for the top-level row segment group in a report. The user will be able to add formulas–Average, Count, Minimum, Maximum, Sum, and Custom for each column. The feature will provide an enhanced data viewing experience for tabular reports.

Contacts in Queue and Agents Available Reports

Two new real-time stock reports are being introduced in the Analyzer–Contacts in Queue and Agents Available. These reports will be displayed as cards in the Contact Center Overview - Real-time Dashboard in the Analyzer, and also in the Summary tab of the Agent Performance Statistics page in the Agent Desktop.

The new reports enable users to gain information about contacts that are waiting in queue, and the availability of agents in specific teams, without the overhead of looking for the information in tabular reports.

Webex Application Integration in Agent Desktop

The Webex application, along with the messaging, calling, and meeting functionalities, will be integrated with the Webex Contact Center Agent Desktop. The integration provides the capability for agents to collaborate with other agents, supervisors, and subject matter experts, without leaving the Agent Desktop. The Webex functionality can be configured by the administrator at the global level or team level via the Desktop Layout.

Agent Desktop Enhancements

  • Default Dial Number (DN)/Extension for Agent

    If the default DN for the agent is configured by the administrator in the Management Portal (Provisioning > Users > Agent Settings > Default DN), the default DN is pre-populated in the following fields of the Station Login dialog box when the agent signs in to the Agent Desktop:

    • Dial Number (US Format)

    • Extension

    If the administrator restricts the DN to the default DN for an agent (Provisioning > Agent Profile > Agent DN Validation > Provisioned Value), the agent cannot edit the pre-populated DN while signing in to the Agent Desktop. The DN will be read-only.

  • Initiate Outdial Call from Agent Interaction History

    The agent can initiate an outdial call by clicking on a phone number in the Agent Interaction History pane. The agent can also edit this number before initiating the outdial call.

  • Configure Persistent Tabs in Custom Pages and Widgets

    An administrator can configure tabs in custom pages and custom widgets as persistent by using the Desktop Layout. To configure persistent tabs, an administrator must set the following attributes for md-tabs:

    • Set persist-selection to true.

    • Set a unique identifier for tabs-id.

    Example:

    {
     "comp": "md-tabs",
     "attributes": {
       "persist-selection": true,
       "tabs-id": "unique-id for all the tabs together in the container"
      },
    }

    When md-tabs is set to be persistent ("persist-selection": true), the tab selection is retained even if an agent switches between pages or widgets in the Agent Desktop.

    Note: The Auxiliary Information pane and the Agent Performance Statistics reports page in the Agent Desktop already show persistent tab behavior.

  • Persistent Tabs in Agent Performance Statistics (APS) Reports

    The APS reports page persists the previously selected tab even if the agent switches to any other page and then returns to the APS reports page.

Webex Contact Center for Developers Portal

The Webex Contact Center for Developers portal is being launched to enable third-party developers to access the Webex Contact Center platform programmatically. The portal provides REST (Representational State Transfer) APIs (Application Programming Interface), gRPC (gRPC Remote Procedure Call) APIs, and Notifications, to help developers build and enhance the contact center programmatically. Developers can familiarize with the APIs using the API reference documents and the Try It Out functionality provided in the portal, and build contact center apps.

Developers can use the APIs to extract information such as:

  • Insights into tasks that are handled in the contact center organization

  • Media captures from the tasks

  • Agent statistics that provide details of agents

  • Queue statistics that provide details of queues

Localization Support Additions in Webex Contact Center

Webex Contact Center will support localization in two more languages - English (UK) and Portuguese (Portugal), in addition to the 27 languages that are currently supported.