In this article
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Introduction to Webex Contact Center
    Webex Contact Center Overview
      About Sites, Teams, Entry Points, and Queues
        Webex Contact Center Management Portal
          Webex Contact Center Modules
            About Time Zones
              PCI compliance
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              Get Started with Webex Contact Center
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                System Requirements
                  Supported Browsers for Management Portal
                  Domain Access Required for Desktop
                System Limits in Webex Contact Center
                  Sign in to Management Portal
                    About Management Portal Components
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                      About Dashboards
                        Entry Point - Site Level Dashboard
                        Contact Center Overview - Historical
                      Change User Interface Colors
                        Create a Custom Theme
                          View and Regenerate Your API Key
                            Access Audit Trail Reports
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                            Provisioning Webex Contact Center Resources
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                              Tenant Settings
                                General Settings
                                Desktop settings
                                Provisioning
                                Settings
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                              Entry Points and Queues
                                Create an Entry Point
                                View the Details of an Entry Point
                                Edit an Entry Point
                                Copy an Entry Point
                                Create an Outdial Entry Point
                                View the Details of an Outdial Entry Point
                                Edit an Outdial Entry Point
                                Copy an Outdial Entry Point
                                Create a Queue and an Outdial Queue
                                View the Details of a Queue or an Outdial Queue
                                Edit a Queue or an Outdial Queue
                                Copy a Queue or an Outdial Queue
                                Deactivate an Entry Point or a Queue
                                Activate an Entry Point or a Queue
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                              Sites
                                Create a Site
                                View the Details of a Site
                                Edit a Site
                                Deactivate a Site
                                Activate a Site
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                              Teams
                                Create a team
                                View a team
                                Edit a team
                                Deactivate a team
                                Activate a Team
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                              Users
                                View the Details of a User
                                Edit a User
                                Export Items Provisioned for a User
                                Revoke API Key for a User
                                Update and Upload Agent Template
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                              User Profiles
                                Manage a User Profile
                                View the Details of a User Profile
                                Edit a User Profile
                                Deactivate a User Profile
                                Activate a User Profile
                                Copy a User Profile
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                              Work Types
                                Create a Work Type
                                Edit a Work Type
                                Deactivate a Work Type
                                Activate a Work Type
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                              Auxiliary Codes
                                Create Idle or Wrap-Up Codes
                                Edit Idle or Wrap-Up Codes
                                Delete Idle or Wrap-up Codes
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                              Desktop Profiles
                                Create a Desktop Profile
                                View the Details of a Desktop Profile
                                Edit a Desktop Profile
                                Copy a Desktop Profile
                                Deactivate a Desktop Profile
                                Activate a Desktop Profile
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                              Address Books
                                Create an Address Book
                                Edit an Address Book
                                Delete an Address Book
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                              Outdial Automatic Number Identification (ANI)
                                Create an Outdial ANI
                                Edit an Outdial ANI
                                Delete an Outdial ANI
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                              Dial Plans
                                Regular expression for the default US dial plan
                                Regular expression for the default Any Format dial plan
                                Create a Dial Plan
                                Edit a Dial Plan
                                Delete a Dial Plan
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                              Global Variables
                                Create a Global Variable
                                Edit a Global Variable
                                Deactivate a Global Variable
                                Activate a Global Variable
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                              Multimedia Profiles
                                Create a Multimedia Profile
                                View the Details of a Multimedia Profile
                                Edit a Multimedia Profile
                                Deactivate a Multimedia Profile
                                Activate a Multimedia Profile
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                              Desktop Layout
                                Create a Desktop Layout
                                View a Desktop Layout
                                Edit a Desktop Layout
                                Copy a Desktop Layout
                                Deactivate a Desktop Layout
                                Activate a Desktop Layout
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                              Skill Definitions
                                Create a Skill Definition
                                Edit a Skill Definition
                                Deactivate a Skill Definition
                                Activate a Skill Definition
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                              Skill Profiles
                                Create a Skill Profile
                                Edit a Skill Profile
                                Copy a Skill Profile
                                Delete a Skill Profile
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                              Threshold Rules
                                Call Metrics
                                Agent Metrics
                                Create a Threshold Rule
                                Copy a Threshold Rule
                                Edit a Threshold Rule
                                Deactivate a Threshold Rule
                                Activate a Threshold Rule
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                              Entry Point Mappings
                                Map an Entry Point
                                Edit Dial Number to Entry Point Mappings
                                Delete Dial Number to Entry Point Mappings
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                              Reports for the Provisioned Items
                                Manage Reports for the Provisioned Items
                              Delete inactive objects permanently
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                              Business Rules
                                About Business Rules Engine
                                  Configure BRE
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                                  Contact Routing
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                                    About Contact Routing
                                      About Skills-based Routing
                                      Routing of Parked Contacts
                                      Set Up Skills-Based Routing
                                      Agent-based Routing
                                      About global routing overrides
                                    Configure Multimedia Profiles
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                                      Working with Resource Files
                                        Upload an Audio Resource File
                                        Edit an Audio Resource File
                                        Play or Download a .wav File
                                        Update a Resource File
                                        Copy a Resource File
                                        Export References to a Media File
                                        Create a Predefined Email Template
                                        Configure a Predefined Chat Template
                                        Create a Predefined Chat Response
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                                      Configure Routing Resources
                                        About Team Types
                                        View routing strategies for an entry point or queue
                                        View the current routing strategies
                                        View routing strategies by time zone
                                        Create a routing strategy
                                        Modify a Routing Strategy
                                        Routing Strategies Deletion and Restoration
                                        Audio on Hold
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                                      Working with Global Routing Overrides
                                        View global routing overrides
                                        Create global routing overrides
                                        Edit a global routing override
                                        Global routing override parameters
                                        Delete a global routing override
                                        Restore or permanently delete a global routing override
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                                    Flow Designer
                                      Flow Designer Overview
                                        Getting Started
                                          Key Terminology
                                            Access the Flow Designer Application
                                              Flow Designer Browser Requirements
                                                Flow Designer Email Requirements
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                                                  Flow Designer Layout
                                                    Activity Library
                                                    Canvas, Main Flow, and Event Flows
                                                    Properties Pane
                                                    Header Pane
                                                    Footer Pane
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                                                  Flow Designer Activities and Events
                                                    Activities in Call Handling
                                                    Activities in Flow Control
                                                    Events
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                                                  Variables and Expressions in Flow Designer
                                                    Custom Flow Variables
                                                    Predefined Variables
                                                    Global Variables in Flow Designer
                                                    Desktop viewable variables
                                                    JSON Variables
                                                    Writing Expressions
                                                    Pebble Template Syntax
                                                    Validate Expressions
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                                                  Create and Manage Flows
                                                    Create a Flow
                                                    Edit Flow Variables
                                                    Modify a Flow
                                                    Search entities in a flow
                                                    Apply version labels to a flow
                                                    Enable or Disable the Autosave Option
                                                    Copy and Paste Activities
                                                    Validate a Flow
                                                    Copy a Flow
                                                    Export a Flow
                                                    Import a Flow
                                                    Publish a Flow
                                                    Delete a Flow
                                                    Entry Point Routing Strategies
                                                    Queue Routing Strategies
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                                                  Create and manage subflows
                                                    Create a subflow
                                                    Edit a subflow
                                                    Delete a subflow
                                                    Add subflow to a main flow
                                                  Error Handling
                                                    Flow Chaining
                                                      Flow Tracing
                                                        Flow Designer Error Codes
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                                                        Call Monitoring
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                                                          Monitor Calls
                                                            Monitoring Overview
                                                            Monitor Calls
                                                            Coach an Agent
                                                            Barge in on a Call
                                                            Viewing Call Monitoring Information
                                                            Working with Monitoring Schedules
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                                                        Call Recording
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                                                          Call Recording
                                                            Segment Recording
                                                          Create or Edit a Recording Schedule
                                                            Deleting a Recording Schedule
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                                                            Recording Management
                                                              Search for and Play Recordings
                                                                Assign and Remove Tags
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                                                                  Search Attributes
                                                                    Create and Export Tags
                                                                Digital Channels
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                                                                  Transfer Outdial Calls to Queue
                                                                    Map the Outdial Transfer to Queue Entry Point to a DN
                                                                      Transfer an Outdial Call to a Queue on the Agent Desktop
                                                                        View Agent Outdial Statistics Report
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                                                                        Agent Transfer a Call to an Entry Point
                                                                          Task Flow to Transfer a Call to an Entry Point
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                                                                          Play a Stereo Recording
                                                                            Play a Stereo Recorded File
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                                                                            Opt Out When in Queue
                                                                              Task Flow to Set Up the Opt-Out Functionality
                                                                                View Opt-out-of-Queue Report
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                                                                                Webex Calling Integration
                                                                                  Webex Calling Integration Task Flow
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                                                                                  Blended Multimedia Profiles
                                                                                    Overview
                                                                                      Configure a Multimedia Profile
                                                                                        Associate a Multimedia Profile to an Agent, Team, or Site
                                                                                          Assign Contacts to Agents
                                                                                            View Agent Details
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                                                                                            Courtesy Callback
                                                                                              About Courtesy Callback
                                                                                                Configure the Callback Flow
                                                                                                  Make a Courtesy Callback
                                                                                                    View Courtesy Callback Reports
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                                                                                                    Self Service
                                                                                                      Configure Entry Point and Select the Flow in Routing Strategy
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                                                                                                        Enable a Virtual Agent
                                                                                                          Build a Dialogflow Agent
                                                                                                          Configure Virtual Agent
                                                                                                          Create VA activity in Flow Designer
                                                                                                        Blind Transfer
                                                                                                          Disconnect Contact
                                                                                                            IVR Transcript and global Variables in Agent Desktop
                                                                                                              IVR and CVA Dialog Flow Report in Analyzer
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                                                                                                                Text-to-Speech
                                                                                                                  Create a Service Account for Google Connector
                                                                                                                  Configure a Google Connector
                                                                                                                  Text-to-Speech Toggle
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                                                                                                              Cisco Webex Experience Management Post Call Survey
                                                                                                                Webex Experience Management Account Setup
                                                                                                                  Create a Webex Experience Management Connector
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                                                                                                                    Create Feedback Activity in the Flow Designer
                                                                                                                      Configure an IVR Post-call Survey
                                                                                                                      Configure SMS or Email Post-Call Survey
                                                                                                                    View Agent Desktop Widgets
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                                                                                                                    Troubleshooting
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                                                                                                                      Troubleshooting Management Portal Problems
                                                                                                                        Management Portal Problems
                                                                                                                        Reporting Management Portal Issues to Customer Support
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                                                                                                                      Troubleshooting Desktop Problems
                                                                                                                        Network Interruptions
                                                                                                                        Desktop Application Problems
                                                                                                                        Audio Problems
                                                                                                                        Reporting Agent Desktop Issues to Customer Support
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                                                                                                                    Report Parameters
                                                                                                                      Call Report Parameters
                                                                                                                        Agent Report Parameters
                                                                                                                          Historical Skill Report Parameters
                                                                                                                            Historical Threshold Alerts Report Parameters
                                                                                                                              Usage Metrics Report Parameters
                                                                                                                              In this article
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                                                                                                                              dropdown icon
                                                                                                                              Introduction to Webex Contact Center
                                                                                                                                Webex Contact Center Overview
                                                                                                                                  About Sites, Teams, Entry Points, and Queues
                                                                                                                                    Webex Contact Center Management Portal
                                                                                                                                      Webex Contact Center Modules
                                                                                                                                        About Time Zones
                                                                                                                                          PCI compliance
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                                                                                                                                          Get Started with Webex Contact Center
                                                                                                                                            dropdown icon
                                                                                                                                            System Requirements
                                                                                                                                              Supported Browsers for Management Portal
                                                                                                                                              Domain Access Required for Desktop
                                                                                                                                            System Limits in Webex Contact Center
                                                                                                                                              Sign in to Management Portal
                                                                                                                                                About Management Portal Components
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                                                                                                                                                  About Dashboards
                                                                                                                                                    Entry Point - Site Level Dashboard
                                                                                                                                                    Contact Center Overview - Historical
                                                                                                                                                  Change User Interface Colors
                                                                                                                                                    Create a Custom Theme
                                                                                                                                                      View and Regenerate Your API Key
                                                                                                                                                        Access Audit Trail Reports
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                                                                                                                                                        Provisioning Webex Contact Center Resources
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                                                                                                                                                          Tenant Settings
                                                                                                                                                            General Settings
                                                                                                                                                            Desktop settings
                                                                                                                                                            Provisioning
                                                                                                                                                            Settings
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                                                                                                                                                          Entry Points and Queues
                                                                                                                                                            Create an Entry Point
                                                                                                                                                            View the Details of an Entry Point
                                                                                                                                                            Edit an Entry Point
                                                                                                                                                            Copy an Entry Point
                                                                                                                                                            Create an Outdial Entry Point
                                                                                                                                                            View the Details of an Outdial Entry Point
                                                                                                                                                            Edit an Outdial Entry Point
                                                                                                                                                            Copy an Outdial Entry Point
                                                                                                                                                            Create a Queue and an Outdial Queue
                                                                                                                                                            View the Details of a Queue or an Outdial Queue
                                                                                                                                                            Edit a Queue or an Outdial Queue
                                                                                                                                                            Copy a Queue or an Outdial Queue
                                                                                                                                                            Deactivate an Entry Point or a Queue
                                                                                                                                                            Activate an Entry Point or a Queue
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                                                                                                                                                          Sites
                                                                                                                                                            Create a Site
                                                                                                                                                            View the Details of a Site
                                                                                                                                                            Edit a Site
                                                                                                                                                            Deactivate a Site
                                                                                                                                                            Activate a Site
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                                                                                                                                                          Teams
                                                                                                                                                            Create a team
                                                                                                                                                            View a team
                                                                                                                                                            Edit a team
                                                                                                                                                            Deactivate a team
                                                                                                                                                            Activate a Team
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                                                                                                                                                          Users
                                                                                                                                                            View the Details of a User
                                                                                                                                                            Edit a User
                                                                                                                                                            Export Items Provisioned for a User
                                                                                                                                                            Revoke API Key for a User
                                                                                                                                                            Update and Upload Agent Template
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                                                                                                                                                          User Profiles
                                                                                                                                                            Manage a User Profile
                                                                                                                                                            View the Details of a User Profile
                                                                                                                                                            Edit a User Profile
                                                                                                                                                            Deactivate a User Profile
                                                                                                                                                            Activate a User Profile
                                                                                                                                                            Copy a User Profile
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                                                                                                                                                          Work Types
                                                                                                                                                            Create a Work Type
                                                                                                                                                            Edit a Work Type
                                                                                                                                                            Deactivate a Work Type
                                                                                                                                                            Activate a Work Type
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                                                                                                                                                          Auxiliary Codes
                                                                                                                                                            Create Idle or Wrap-Up Codes
                                                                                                                                                            Edit Idle or Wrap-Up Codes
                                                                                                                                                            Delete Idle or Wrap-up Codes
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                                                                                                                                                          Desktop Profiles
                                                                                                                                                            Create a Desktop Profile
                                                                                                                                                            View the Details of a Desktop Profile
                                                                                                                                                            Edit a Desktop Profile
                                                                                                                                                            Copy a Desktop Profile
                                                                                                                                                            Deactivate a Desktop Profile
                                                                                                                                                            Activate a Desktop Profile
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                                                                                                                                                          Address Books
                                                                                                                                                            Create an Address Book
                                                                                                                                                            Edit an Address Book
                                                                                                                                                            Delete an Address Book
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                                                                                                                                                          Outdial Automatic Number Identification (ANI)
                                                                                                                                                            Create an Outdial ANI
                                                                                                                                                            Edit an Outdial ANI
                                                                                                                                                            Delete an Outdial ANI
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                                                                                                                                                          Dial Plans
                                                                                                                                                            Regular expression for the default US dial plan
                                                                                                                                                            Regular expression for the default Any Format dial plan
                                                                                                                                                            Create a Dial Plan
                                                                                                                                                            Edit a Dial Plan
                                                                                                                                                            Delete a Dial Plan
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                                                                                                                                                          Global Variables
                                                                                                                                                            Create a Global Variable
                                                                                                                                                            Edit a Global Variable
                                                                                                                                                            Deactivate a Global Variable
                                                                                                                                                            Activate a Global Variable
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                                                                                                                                                          Multimedia Profiles
                                                                                                                                                            Create a Multimedia Profile
                                                                                                                                                            View the Details of a Multimedia Profile
                                                                                                                                                            Edit a Multimedia Profile
                                                                                                                                                            Deactivate a Multimedia Profile
                                                                                                                                                            Activate a Multimedia Profile
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                                                                                                                                                          Desktop Layout
                                                                                                                                                            Create a Desktop Layout
                                                                                                                                                            View a Desktop Layout
                                                                                                                                                            Edit a Desktop Layout
                                                                                                                                                            Copy a Desktop Layout
                                                                                                                                                            Deactivate a Desktop Layout
                                                                                                                                                            Activate a Desktop Layout
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                                                                                                                                                          Skill Definitions
                                                                                                                                                            Create a Skill Definition
                                                                                                                                                            Edit a Skill Definition
                                                                                                                                                            Deactivate a Skill Definition
                                                                                                                                                            Activate a Skill Definition
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                                                                                                                                                          Skill Profiles
                                                                                                                                                            Create a Skill Profile
                                                                                                                                                            Edit a Skill Profile
                                                                                                                                                            Copy a Skill Profile
                                                                                                                                                            Delete a Skill Profile
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                                                                                                                                                          Threshold Rules
                                                                                                                                                            Call Metrics
                                                                                                                                                            Agent Metrics
                                                                                                                                                            Create a Threshold Rule
                                                                                                                                                            Copy a Threshold Rule
                                                                                                                                                            Edit a Threshold Rule
                                                                                                                                                            Deactivate a Threshold Rule
                                                                                                                                                            Activate a Threshold Rule
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                                                                                                                                                          Entry Point Mappings
                                                                                                                                                            Map an Entry Point
                                                                                                                                                            Edit Dial Number to Entry Point Mappings
                                                                                                                                                            Delete Dial Number to Entry Point Mappings
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                                                                                                                                                          Reports for the Provisioned Items
                                                                                                                                                            Manage Reports for the Provisioned Items
                                                                                                                                                          Delete inactive objects permanently
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                                                                                                                                                          Business Rules
                                                                                                                                                            About Business Rules Engine
                                                                                                                                                              Configure BRE
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                                                                                                                                                              Contact Routing
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                                                                                                                                                                About Contact Routing
                                                                                                                                                                  About Skills-based Routing
                                                                                                                                                                  Routing of Parked Contacts
                                                                                                                                                                  Set Up Skills-Based Routing
                                                                                                                                                                  Agent-based Routing
                                                                                                                                                                  About global routing overrides
                                                                                                                                                                Configure Multimedia Profiles
                                                                                                                                                                  dropdown icon
                                                                                                                                                                  Working with Resource Files
                                                                                                                                                                    Upload an Audio Resource File
                                                                                                                                                                    Edit an Audio Resource File
                                                                                                                                                                    Play or Download a .wav File
                                                                                                                                                                    Update a Resource File
                                                                                                                                                                    Copy a Resource File
                                                                                                                                                                    Export References to a Media File
                                                                                                                                                                    Create a Predefined Email Template
                                                                                                                                                                    Configure a Predefined Chat Template
                                                                                                                                                                    Create a Predefined Chat Response
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                                                                                                                                                                  Configure Routing Resources
                                                                                                                                                                    About Team Types
                                                                                                                                                                    View routing strategies for an entry point or queue
                                                                                                                                                                    View the current routing strategies
                                                                                                                                                                    View routing strategies by time zone
                                                                                                                                                                    Create a routing strategy
                                                                                                                                                                    Modify a Routing Strategy
                                                                                                                                                                    Routing Strategies Deletion and Restoration
                                                                                                                                                                    Audio on Hold
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                                                                                                                                                                  Working with Global Routing Overrides
                                                                                                                                                                    View global routing overrides
                                                                                                                                                                    Create global routing overrides
                                                                                                                                                                    Edit a global routing override
                                                                                                                                                                    Global routing override parameters
                                                                                                                                                                    Delete a global routing override
                                                                                                                                                                    Restore or permanently delete a global routing override
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                                                                                                                                                                Flow Designer
                                                                                                                                                                  Flow Designer Overview
                                                                                                                                                                    Getting Started
                                                                                                                                                                      Key Terminology
                                                                                                                                                                        Access the Flow Designer Application
                                                                                                                                                                          Flow Designer Browser Requirements
                                                                                                                                                                            Flow Designer Email Requirements
                                                                                                                                                                              dropdown icon
                                                                                                                                                                              Flow Designer Layout
                                                                                                                                                                                Activity Library
                                                                                                                                                                                Canvas, Main Flow, and Event Flows
                                                                                                                                                                                Properties Pane
                                                                                                                                                                                Header Pane
                                                                                                                                                                                Footer Pane
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                                                                                                                                                                              Flow Designer Activities and Events
                                                                                                                                                                                Activities in Call Handling
                                                                                                                                                                                Activities in Flow Control
                                                                                                                                                                                Events
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                                                                                                                                                                              Variables and Expressions in Flow Designer
                                                                                                                                                                                Custom Flow Variables
                                                                                                                                                                                Predefined Variables
                                                                                                                                                                                Global Variables in Flow Designer
                                                                                                                                                                                Desktop viewable variables
                                                                                                                                                                                JSON Variables
                                                                                                                                                                                Writing Expressions
                                                                                                                                                                                Pebble Template Syntax
                                                                                                                                                                                Validate Expressions
                                                                                                                                                                              dropdown icon
                                                                                                                                                                              Create and Manage Flows
                                                                                                                                                                                Create a Flow
                                                                                                                                                                                Edit Flow Variables
                                                                                                                                                                                Modify a Flow
                                                                                                                                                                                Search entities in a flow
                                                                                                                                                                                Apply version labels to a flow
                                                                                                                                                                                Enable or Disable the Autosave Option
                                                                                                                                                                                Copy and Paste Activities
                                                                                                                                                                                Validate a Flow
                                                                                                                                                                                Copy a Flow
                                                                                                                                                                                Export a Flow
                                                                                                                                                                                Import a Flow
                                                                                                                                                                                Publish a Flow
                                                                                                                                                                                Delete a Flow
                                                                                                                                                                                Entry Point Routing Strategies
                                                                                                                                                                                Queue Routing Strategies
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                                                                                                                                                                              Create and manage subflows
                                                                                                                                                                                Create a subflow
                                                                                                                                                                                Edit a subflow
                                                                                                                                                                                Delete a subflow
                                                                                                                                                                                Add subflow to a main flow
                                                                                                                                                                              Error Handling
                                                                                                                                                                                Flow Chaining
                                                                                                                                                                                  Flow Tracing
                                                                                                                                                                                    Flow Designer Error Codes
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                                                                                                                                                                                    Call Monitoring
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                                                                                                                                                                                      Monitor Calls
                                                                                                                                                                                        Monitoring Overview
                                                                                                                                                                                        Monitor Calls
                                                                                                                                                                                        Coach an Agent
                                                                                                                                                                                        Barge in on a Call
                                                                                                                                                                                        Viewing Call Monitoring Information
                                                                                                                                                                                        Working with Monitoring Schedules
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                                                                                                                                                                                    Call Recording
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                                                                                                                                                                                      Call Recording
                                                                                                                                                                                        Segment Recording
                                                                                                                                                                                      Create or Edit a Recording Schedule
                                                                                                                                                                                        Deleting a Recording Schedule
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                                                                                                                                                                                        Recording Management
                                                                                                                                                                                          Search for and Play Recordings
                                                                                                                                                                                            Assign and Remove Tags
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                                                                                                                                                                                              Search Attributes
                                                                                                                                                                                                Create and Export Tags
                                                                                                                                                                                            Digital Channels
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                                                                                                                                                                                              Transfer Outdial Calls to Queue
                                                                                                                                                                                                Map the Outdial Transfer to Queue Entry Point to a DN
                                                                                                                                                                                                  Transfer an Outdial Call to a Queue on the Agent Desktop
                                                                                                                                                                                                    View Agent Outdial Statistics Report
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                                                                                                                                                                                                    Agent Transfer a Call to an Entry Point
                                                                                                                                                                                                      Task Flow to Transfer a Call to an Entry Point
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                                                                                                                                                                                                      Play a Stereo Recording
                                                                                                                                                                                                        Play a Stereo Recorded File
                                                                                                                                                                                                        dropdown icon
                                                                                                                                                                                                        Opt Out When in Queue
                                                                                                                                                                                                          Task Flow to Set Up the Opt-Out Functionality
                                                                                                                                                                                                            View Opt-out-of-Queue Report
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                                                                                                                                                                                                            Webex Calling Integration
                                                                                                                                                                                                              Webex Calling Integration Task Flow
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                                                                                                                                                                                                              Blended Multimedia Profiles
                                                                                                                                                                                                                Overview
                                                                                                                                                                                                                  Configure a Multimedia Profile
                                                                                                                                                                                                                    Associate a Multimedia Profile to an Agent, Team, or Site
                                                                                                                                                                                                                      Assign Contacts to Agents
                                                                                                                                                                                                                        View Agent Details
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                                                                                                                                                                                                                        Courtesy Callback
                                                                                                                                                                                                                          About Courtesy Callback
                                                                                                                                                                                                                            Configure the Callback Flow
                                                                                                                                                                                                                              Make a Courtesy Callback
                                                                                                                                                                                                                                View Courtesy Callback Reports
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                                                                                                                                                                                                                                Self Service
                                                                                                                                                                                                                                  Configure Entry Point and Select the Flow in Routing Strategy
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                                                                                                                                                                                                                                    Enable a Virtual Agent
                                                                                                                                                                                                                                      Build a Dialogflow Agent
                                                                                                                                                                                                                                      Configure Virtual Agent
                                                                                                                                                                                                                                      Create VA activity in Flow Designer
                                                                                                                                                                                                                                    Blind Transfer
                                                                                                                                                                                                                                      Disconnect Contact
                                                                                                                                                                                                                                        IVR Transcript and global Variables in Agent Desktop
                                                                                                                                                                                                                                          IVR and CVA Dialog Flow Report in Analyzer
                                                                                                                                                                                                                                            dropdown icon
                                                                                                                                                                                                                                            Text-to-Speech
                                                                                                                                                                                                                                              Create a Service Account for Google Connector
                                                                                                                                                                                                                                              Configure a Google Connector
                                                                                                                                                                                                                                              Text-to-Speech Toggle
                                                                                                                                                                                                                                          dropdown icon
                                                                                                                                                                                                                                          Cisco Webex Experience Management Post Call Survey
                                                                                                                                                                                                                                            Webex Experience Management Account Setup
                                                                                                                                                                                                                                              Create a Webex Experience Management Connector
                                                                                                                                                                                                                                                dropdown icon
                                                                                                                                                                                                                                                Create Feedback Activity in the Flow Designer
                                                                                                                                                                                                                                                  Configure an IVR Post-call Survey
                                                                                                                                                                                                                                                  Configure SMS or Email Post-Call Survey
                                                                                                                                                                                                                                                View Agent Desktop Widgets
                                                                                                                                                                                                                                                dropdown icon
                                                                                                                                                                                                                                                Troubleshooting
                                                                                                                                                                                                                                                  dropdown icon
                                                                                                                                                                                                                                                  Troubleshooting Management Portal Problems
                                                                                                                                                                                                                                                    Management Portal Problems
                                                                                                                                                                                                                                                    Reporting Management Portal Issues to Customer Support
                                                                                                                                                                                                                                                  dropdown icon
                                                                                                                                                                                                                                                  Troubleshooting Desktop Problems
                                                                                                                                                                                                                                                    Network Interruptions
                                                                                                                                                                                                                                                    Desktop Application Problems
                                                                                                                                                                                                                                                    Audio Problems
                                                                                                                                                                                                                                                    Reporting Agent Desktop Issues to Customer Support
                                                                                                                                                                                                                                                dropdown icon
                                                                                                                                                                                                                                                Report Parameters
                                                                                                                                                                                                                                                  Call Report Parameters
                                                                                                                                                                                                                                                    Agent Report Parameters
                                                                                                                                                                                                                                                      Historical Skill Report Parameters
                                                                                                                                                                                                                                                        Historical Threshold Alerts Report Parameters
                                                                                                                                                                                                                                                          Usage Metrics Report Parameters
                                                                                                                                                                                                                                                          Webex Contact Center Setup and Administration Guide
                                                                                                                                                                                                                                                          list-menuIn this article

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

                                                                                                                                                                                                                                                          Introduction to Webex Contact Center

                                                                                                                                                                                                                                                          Welcome to Webex Contact Center. The following topics provide a brief insight about Webex Contact Center.

                                                                                                                                                                                                                                                          Webex Contact Center Overview

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

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

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

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

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

                                                                                                                                                                                                                                                          About Sites, Teams, Entry Points, and Queues

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

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

                                                                                                                                                                                                                                                          • A site is a physical contact center location under the control of the enterprise or an outsourcer. For example, Acme might have sites in Chicago, Manila, and Bangalore.

                                                                                                                                                                                                                                                          • A team is a group of agents at a specific site who handle a particular type of contact. For example, Acme might have teams at their Chicago site that are named Chi_Billing, Chi_Sales, and Chi_GoldCustomerService, and teams at their Bangalore site named Bgl_Billing, Bgl_GoldCustomerService, and Bgl_Experts. Agents can be assigned to more than one team, but an agent can service only one team at a time.

                                                                                                                                                                                                                                                          • An entry point is the initial landing place for the customer contacts on the Webex Contact Center system. For the voice contacts, typically one or more toll-free or dial numbers are associated with an entry point. IVR call treatment is performed while a call is in the entry point.

                                                                                                                                                                                                                                                          • A queue is where active contacts are kept while they await handling by an agent. Contacts are moved from the entry point into a queue and are distributed to agents.

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

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

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

                                                                                                                                                                                                                                                          Webex Contact Center Management Portal

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

                                                                                                                                                                                                                                                          • View real-time and historical contact center data

                                                                                                                                                                                                                                                          • Silently monitor interactions directed to destination sites

                                                                                                                                                                                                                                                          • Create agent accounts and other contact center resources

                                                                                                                                                                                                                                                          • Create and edit scheduled contact routing strategies and team capacity strategies to control contact treatment and distribution

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

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

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

                                                                                                                                                                                                                                                          Webex Contact Center Modules

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

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

                                                                                                                                                                                                                                                          Module

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Provisioning

                                                                                                                                                                                                                                                          Allows authorized users to create, view, and edit the settings that are provisioned for the enterprise. The module provides access to the Audit Trail, Agent Skills Report, Provisioned Items Report, and Provisioned Skills Report.

                                                                                                                                                                                                                                                          Reporting and Analytics

                                                                                                                                                                                                                                                          Allows authorized users to segment, profile, and visualize the data in contact center systems. The module also helps to identify the key variables that impact productivity and desired business outcomes. For more information, see Webex Contact Center Analyzer User Guide.

                                                                                                                                                                                                                                                          Business Rules

                                                                                                                                                                                                                                                          Allows authorized users of the Analyzer module to incorporate customer data into the Webex Contact Center environment for custom routing.

                                                                                                                                                                                                                                                          Agent Desktop

                                                                                                                                                                                                                                                          Allows authorized users to access the Desktop interface for handling customer contacts and supervisor capabilities. For more information, see Webex Contact Center Agent Desktop User Guide and Webex Contact Center Supervisor Desktop User Guide.

                                                                                                                                                                                                                                                          Routing Strategy

                                                                                                                                                                                                                                                          Provides a web-based user interface to manage and configure contact handling strategies. Authorized users can create and schedule global routing and team capacity strategies, and alter them in real time in response to changes in business dynamics. For more information, see Contact Routing.

                                                                                                                                                                                                                                                          Web Callback Request Report

                                                                                                                                                                                                                                                          Allows authorized users to view information about Web callback requests. For more information, see View a Web Callback Request Report.

                                                                                                                                                                                                                                                          Call Monitoring

                                                                                                                                                                                                                                                          Allows authorized users to silently monitor the quality of service being delivered across their multisource contact centers. The power of the Webex Contact Center service lies in the unique ability to monitor any call across any site. Through a simplified web interface, users can select the queue, team, site, or agent that they want to silently monitor. Authorized users can provide instructions to the monitored agent without being heard by the caller, and can join a call being monitored and participate in the conversation. For more information, see Monitor Calls.

                                                                                                                                                                                                                                                          Call Recording

                                                                                                                                                                                                                                                          Optional module that allows authorized users to record calls.

                                                                                                                                                                                                                                                          Recording Management

                                                                                                                                                                                                                                                          Optional module that allows authorized users to search for and play calls recorded through the Webex Contact Center Call Recording feature. For more information, see Recording Management.

                                                                                                                                                                                                                                                          Audit Trail

                                                                                                                                                                                                                                                          Allows authorized users to view details about provisioning changes made for their enterprise and export the data to a data analysis tool, such as Microsoft Excel. For more information, see Access Audit Trail Reports.

                                                                                                                                                                                                                                                          Release Notes

                                                                                                                                                                                                                                                          Allows authorized users to view and download release notes. For more information, see Access Release Notes.

                                                                                                                                                                                                                                                          About Time Zones

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

                                                                                                                                                                                                                                                          • Dates and times displayed on the main pages of the Real-Time Reports and Call Monitoring modules reflect the browser time.

                                                                                                                                                                                                                                                          • Time values in routing strategies are based on the time zone that is provisioned for the entry point or queue. If no time zone is specified, the time zone is provisioned for the enterprise.

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

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


                                                                                                                                                                                                                                                           

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

                                                                                                                                                                                                                                                          PCI compliance

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

                                                                                                                                                                                                                                                          • Prevent logging and storing of any sensitive information that is related to PCI data.

                                                                                                                                                                                                                                                          • Mask and encrypt customer sensitive information such as debit or credit card details.

                                                                                                                                                                                                                                                          • Drop attachments if PCI data is detected.

                                                                                                                                                                                                                                                          • Restrict attachments in the email and chat services if it contains cardholder information.

                                                                                                                                                                                                                                                          • Allow administrators to configure either to reject or drop the email or chat content if it has PCI data in the email subject line or email or chat body.

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

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


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Embedded images aren’t supported in attachments.

                                                                                                                                                                                                                                                          Get Started with Webex Contact Center

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

                                                                                                                                                                                                                                                          System Requirements

                                                                                                                                                                                                                                                          This section details system requirements for various contact center applications.

                                                                                                                                                                                                                                                          Supported Browsers for Management Portal

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

                                                                                                                                                                                                                                                          Browser

                                                                                                                                                                                                                                                          Microsoft Windows 10

                                                                                                                                                                                                                                                          Microsoft Windows 11

                                                                                                                                                                                                                                                          Mac OS X

                                                                                                                                                                                                                                                          Chromebook

                                                                                                                                                                                                                                                          Google Chrome

                                                                                                                                                                                                                                                          76.0.3809

                                                                                                                                                                                                                                                          103.0.5060.114

                                                                                                                                                                                                                                                          76.0.3809 or higher

                                                                                                                                                                                                                                                          76.0.3809 or higher

                                                                                                                                                                                                                                                          Mozilla Firefox

                                                                                                                                                                                                                                                          ESR 68 or higher ESRs

                                                                                                                                                                                                                                                          ESR V102.0 or higher ESRs

                                                                                                                                                                                                                                                          ESR 68 and higher ESRs

                                                                                                                                                                                                                                                          NA

                                                                                                                                                                                                                                                          Microsoft Edge

                                                                                                                                                                                                                                                          42.17134 or higher

                                                                                                                                                                                                                                                          103.0.1264.44 or higher

                                                                                                                                                                                                                                                          NA

                                                                                                                                                                                                                                                          NA

                                                                                                                                                                                                                                                          Chromium

                                                                                                                                                                                                                                                          NA

                                                                                                                                                                                                                                                          NA

                                                                                                                                                                                                                                                          NA

                                                                                                                                                                                                                                                          79 or higher

                                                                                                                                                                                                                                                          Domain Access Required for Desktop

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


                                                                                                                                                                                                                                                           

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

                                                                                                                                                                                                                                                          Domain / URLDescription
                                                                                                                                                                                                                                                          Webex Contact Center Services URLs

                                                                                                                                                                                                                                                          cdn.jsdelivr.net

                                                                                                                                                                                                                                                          cdnjs.cloudflare.com

                                                                                                                                                                                                                                                          unpkg.com:443

                                                                                                                                                                                                                                                          jquery.com:443

                                                                                                                                                                                                                                                          *.jquery.com:443

                                                                                                                                                                                                                                                          *.broadcloudpbx.net:443

                                                                                                                                                                                                                                                          Content Delivery Network (CDN) services to efficiently deliver static files.

                                                                                                                                                                                                                                                          *.cisco.com:443

                                                                                                                                                                                                                                                          *.ciscoccservice.com:443

                                                                                                                                                                                                                                                          ciscoccservice.com:443

                                                                                                                                                                                                                                                          Contact Center micro-services.

                                                                                                                                                                                                                                                          *.ciscospark.com:443

                                                                                                                                                                                                                                                          *.wbx2.com:443

                                                                                                                                                                                                                                                          *.webex.com:443

                                                                                                                                                                                                                                                          Webex micro-services.

                                                                                                                                                                                                                                                          Additional services related to Webex Contact Center—Third Party domains

                                                                                                                                                                                                                                                          *.cloudcherry.com:443

                                                                                                                                                                                                                                                          cloudcherry.com:443

                                                                                                                                                                                                                                                          Webex Experience Management platform (Formerly known as Cloud Cherry).

                                                                                                                                                                                                                                                          *.imiengage.io:443

                                                                                                                                                                                                                                                          imiengage.io:443

                                                                                                                                                                                                                                                          Digital channels.

                                                                                                                                                                                                                                                          *.mixpanel.com:443

                                                                                                                                                                                                                                                          mixpanel.com:443

                                                                                                                                                                                                                                                          *.split.io:443

                                                                                                                                                                                                                                                          *.lr-ingest.com:443

                                                                                                                                                                                                                                                          *.pendo.io:443

                                                                                                                                                                                                                                                          Performance tracking, error and crash capture, and session metrics.

                                                                                                                                                                                                                                                          System Limits in Webex Contact Center

                                                                                                                                                                                                                                                          This section on system limits contains all the configurations and visualization limits that apply to the Webex Contact Center Management Portal.

                                                                                                                                                                                                                                                          The table lists the maximum system limits for configuration object types and configuration object attributes. For details of attributes within each entity, see Provisioning. Some values of system limits may vary based on specific platforms. The Service Details section on your Control Hub organization will show the voice channel service as Classic or Next Generation.

                                                                                                                                                                                                                                                          Table 1. Maximum System Limits for Configuration Object Types and Attributes

                                                                                                                                                                                                                                                          Configuration Object Type

                                                                                                                                                                                                                                                          Configuration Object Attribute

                                                                                                                                                                                                                                                          Maximum Allowed Limit for Tenants based on Classic

                                                                                                                                                                                                                                                          Maximum Allowed Limit for Tenants based on Next Generation

                                                                                                                                                                                                                                                          Sites

                                                                                                                                                                                                                                                          Active

                                                                                                                                                                                                                                                          150

                                                                                                                                                                                                                                                          300

                                                                                                                                                                                                                                                          Sites

                                                                                                                                                                                                                                                          Inactive

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          Agent based

                                                                                                                                                                                                                                                          750

                                                                                                                                                                                                                                                          3000

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          Agent based - Users

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          Agent based - Inactive Users

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          Capacity based

                                                                                                                                                                                                                                                          40

                                                                                                                                                                                                                                                          40

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          Capacity based - Active

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          Capacity based - Inactive

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Auxiliary code

                                                                                                                                                                                                                                                          Idle

                                                                                                                                                                                                                                                          1000

                                                                                                                                                                                                                                                          1000

                                                                                                                                                                                                                                                          Auxiliary codes

                                                                                                                                                                                                                                                          Wrapup

                                                                                                                                                                                                                                                          1000

                                                                                                                                                                                                                                                          1000

                                                                                                                                                                                                                                                          Work type

                                                                                                                                                                                                                                                          Idle

                                                                                                                                                                                                                                                          1000

                                                                                                                                                                                                                                                          1000

                                                                                                                                                                                                                                                          Work type

                                                                                                                                                                                                                                                          Wrapup

                                                                                                                                                                                                                                                          1000

                                                                                                                                                                                                                                                          1000

                                                                                                                                                                                                                                                          Auxiliary Codes

                                                                                                                                                                                                                                                          Idle - Inactive

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Auxiliary Codes

                                                                                                                                                                                                                                                          Wrapup - Inactive

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Work type

                                                                                                                                                                                                                                                          Idle - Inactive

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Work type

                                                                                                                                                                                                                                                          Wrapup - Inactive

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Entry points

                                                                                                                                                                                                                                                          Active

                                                                                                                                                                                                                                                          1000

                                                                                                                                                                                                                                                          6000

                                                                                                                                                                                                                                                          Entry points

                                                                                                                                                                                                                                                          Inactive

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Oudial entry points

                                                                                                                                                                                                                                                          Active

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          1000

                                                                                                                                                                                                                                                          Oudial entry points

                                                                                                                                                                                                                                                          Inactive

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Users

                                                                                                                                                                                                                                                          Active

                                                                                                                                                                                                                                                          7500

                                                                                                                                                                                                                                                          20000

                                                                                                                                                                                                                                                          Users

                                                                                                                                                                                                                                                          Inactive

                                                                                                                                                                                                                                                          5000

                                                                                                                                                                                                                                                          5000

                                                                                                                                                                                                                                                          Users

                                                                                                                                                                                                                                                          Agents

                                                                                                                                                                                                                                                          2500

                                                                                                                                                                                                                                                          5000

                                                                                                                                                                                                                                                          Users

                                                                                                                                                                                                                                                          Supervisors

                                                                                                                                                                                                                                                          750

                                                                                                                                                                                                                                                          3000

                                                                                                                                                                                                                                                          Users

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          Multimedia profiles

                                                                                                                                                                                                                                                          Active

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          150

                                                                                                                                                                                                                                                          Multimedia profiles

                                                                                                                                                                                                                                                          Inactive

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Desktop layouts

                                                                                                                                                                                                                                                          Active

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          200

                                                                                                                                                                                                                                                          Desktop layouts

                                                                                                                                                                                                                                                          Inactive

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Skills

                                                                                                                                                                                                                                                          Active

                                                                                                                                                                                                                                                          1000

                                                                                                                                                                                                                                                          1000

                                                                                                                                                                                                                                                          Skills

                                                                                                                                                                                                                                                          Inactive

                                                                                                                                                                                                                                                          1000

                                                                                                                                                                                                                                                          1000

                                                                                                                                                                                                                                                          Skills

                                                                                                                                                                                                                                                          Text

                                                                                                                                                                                                                                                          200

                                                                                                                                                                                                                                                          200

                                                                                                                                                                                                                                                          Skills

                                                                                                                                                                                                                                                          Text length

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          Skills

                                                                                                                                                                                                                                                          Enum limits

                                                                                                                                                                                                                                                          200

                                                                                                                                                                                                                                                          200

                                                                                                                                                                                                                                                          Skills

                                                                                                                                                                                                                                                          Enum length

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          Skill profiles

                                                                                                                                                                                                                                                          9000

                                                                                                                                                                                                                                                          9000

                                                                                                                                                                                                                                                          Skill profiles

                                                                                                                                                                                                                                                          Skills

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          Global variables

                                                                                                                                                                                                                                                          Active

                                                                                                                                                                                                                                                          5000

                                                                                                                                                                                                                                                          5000

                                                                                                                                                                                                                                                          Global variables

                                                                                                                                                                                                                                                          Inactive

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Threshold rule

                                                                                                                                                                                                                                                          Active

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          1000

                                                                                                                                                                                                                                                          Threshold rule

                                                                                                                                                                                                                                                          Inactive

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Desktop profiles

                                                                                                                                                                                                                                                          Active

                                                                                                                                                                                                                                                          300

                                                                                                                                                                                                                                                          1500

                                                                                                                                                                                                                                                          Desktop profiles

                                                                                                                                                                                                                                                          Inactive

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Desktop profiles

                                                                                                                                                                                                                                                          Maximum autowrapup timeout

                                                                                                                                                                                                                                                          600000 miliseconds

                                                                                                                                                                                                                                                          600000 miliseconds

                                                                                                                                                                                                                                                          Desktop profiles

                                                                                                                                                                                                                                                          Auxiliary codes - wrapup codes

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          Desktop profiles

                                                                                                                                                                                                                                                          Auxiliary codes - idle codes

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          Desktop profiles

                                                                                                                                                                                                                                                          Transfer targets

                                                                                                                                                                                                                                                          150

                                                                                                                                                                                                                                                          150

                                                                                                                                                                                                                                                          Desktop profiles

                                                                                                                                                                                                                                                          Buddy teams

                                                                                                                                                                                                                                                          150

                                                                                                                                                                                                                                                          150

                                                                                                                                                                                                                                                          Desktop profiles

                                                                                                                                                                                                                                                          Dial plans

                                                                                                                                                                                                                                                          10

                                                                                                                                                                                                                                                          10

                                                                                                                                                                                                                                                          Desktop profiles

                                                                                                                                                                                                                                                          Agent Dial number validation criteria

                                                                                                                                                                                                                                                          10

                                                                                                                                                                                                                                                          10

                                                                                                                                                                                                                                                          Desktop profiles

                                                                                                                                                                                                                                                          Viewable statistics queues

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Desktop profiles

                                                                                                                                                                                                                                                          Viewable statistics teams

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          User profiles

                                                                                                                                                                                                                                                          Active

                                                                                                                                                                                                                                                          750

                                                                                                                                                                                                                                                          1500

                                                                                                                                                                                                                                                          User profiles

                                                                                                                                                                                                                                                          Inactive

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          User profiles

                                                                                                                                                                                                                                                          Access rights - sites

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          User profiles

                                                                                                                                                                                                                                                          Access rights - teams

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          User profiles

                                                                                                                                                                                                                                                          Access rights - entry points

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          User profiles

                                                                                                                                                                                                                                                          Access rights - queues

                                                                                                                                                                                                                                                          250

                                                                                                                                                                                                                                                          250

                                                                                                                                                                                                                                                          Routing Strategy

                                                                                                                                                                                                                                                          Global

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          200

                                                                                                                                                                                                                                                          Routing Strategy

                                                                                                                                                                                                                                                          Global entry points

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          Routing Strategy

                                                                                                                                                                                                                                                          Per entry point

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          Dialled numbers

                                                                                                                                                                                                                                                          Entry Point

                                                                                                                                                                                                                                                          15000

                                                                                                                                                                                                                                                          15000

                                                                                                                                                                                                                                                          Dialled numbers

                                                                                                                                                                                                                                                          Per entry point

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          Contact service queue

                                                                                                                                                                                                                                                          Inbound

                                                                                                                                                                                                                                                          5000

                                                                                                                                                                                                                                                          11000

                                                                                                                                                                                                                                                          Contact service queue

                                                                                                                                                                                                                                                          Inbound - inactive

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Contact service queue

                                                                                                                                                                                                                                                          Outbound

                                                                                                                                                                                                                                                          2500

                                                                                                                                                                                                                                                          5000

                                                                                                                                                                                                                                                          Contact service queue

                                                                                                                                                                                                                                                          Outbound - Inactive

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Contact service queue

                                                                                                                                                                                                                                                          Distribution groups

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          Contact service queue

                                                                                                                                                                                                                                                          Distribution groups - teams

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          Contact service queue

                                                                                                                                                                                                                                                          Distribution groups - total teams

                                                                                                                                                                                                                                                          250

                                                                                                                                                                                                                                                          250

                                                                                                                                                                                                                                                          Contact service queue

                                                                                                                                                                                                                                                          Service level threshold - telephony

                                                                                                                                                                                                                                                          86400 seconds

                                                                                                                                                                                                                                                          86400 seconds

                                                                                                                                                                                                                                                          Contact service queue

                                                                                                                                                                                                                                                          Service level threshold - chat

                                                                                                                                                                                                                                                          86400 seconds

                                                                                                                                                                                                                                                          86400 seconds

                                                                                                                                                                                                                                                          Contact service queue

                                                                                                                                                                                                                                                          Service level threshold - digital

                                                                                                                                                                                                                                                          604800 seconds

                                                                                                                                                                                                                                                          604800 seconds

                                                                                                                                                                                                                                                          Contact service queue

                                                                                                                                                                                                                                                          Service level threshold - email

                                                                                                                                                                                                                                                          1209600 seconds

                                                                                                                                                                                                                                                          1209600 seconds

                                                                                                                                                                                                                                                          Contact service queue

                                                                                                                                                                                                                                                          Maximum time in queue - telephony

                                                                                                                                                                                                                                                          86400 seconds

                                                                                                                                                                                                                                                          86400 seconds

                                                                                                                                                                                                                                                          Contact service queue

                                                                                                                                                                                                                                                          Maximum time in queue - chats

                                                                                                                                                                                                                                                          86400 seconds

                                                                                                                                                                                                                                                          86400 seconds

                                                                                                                                                                                                                                                          Contact service queue

                                                                                                                                                                                                                                                          Maximum time in queue - digital

                                                                                                                                                                                                                                                          604800 seconds

                                                                                                                                                                                                                                                          604800 seconds

                                                                                                                                                                                                                                                          Contact service queue

                                                                                                                                                                                                                                                          Maximum time in queue - email

                                                                                                                                                                                                                                                          1209600 seconds

                                                                                                                                                                                                                                                          1209600 seconds

                                                                                                                                                                                                                                                          Call recording schedule

                                                                                                                                                                                                                                                          Per queue

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          Call monitoring Schedule

                                                                                                                                                                                                                                                          1000

                                                                                                                                                                                                                                                          2000

                                                                                                                                                                                                                                                          Call monitoring Schedule

                                                                                                                                                                                                                                                          Queues

                                                                                                                                                                                                                                                          250

                                                                                                                                                                                                                                                          250

                                                                                                                                                                                                                                                          Call monitoring Schedule

                                                                                                                                                                                                                                                          Sites

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          Call monitoring Schedule

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Call monitoring Schedule

                                                                                                                                                                                                                                                          Agents

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          Call recording Schedule

                                                                                                                                                                                                                                                          Sites

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          Call recording Schedule

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Call recording Schedule

                                                                                                                                                                                                                                                          Agents

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          Address Book

                                                                                                                                                                                                                                                          3000

                                                                                                                                                                                                                                                          3000

                                                                                                                                                                                                                                                          Address Book

                                                                                                                                                                                                                                                          Entries

                                                                                                                                                                                                                                                          6000

                                                                                                                                                                                                                                                          6000

                                                                                                                                                                                                                                                          Address Book

                                                                                                                                                                                                                                                          Total entries

                                                                                                                                                                                                                                                          100000

                                                                                                                                                                                                                                                          100000

                                                                                                                                                                                                                                                          Outdial ANI

                                                                                                                                                                                                                                                          300

                                                                                                                                                                                                                                                          400

                                                                                                                                                                                                                                                          Outdial ANI

                                                                                                                                                                                                                                                          Entry

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          200

                                                                                                                                                                                                                                                          Outdial ANI

                                                                                                                                                                                                                                                          Total entries

                                                                                                                                                                                                                                                          2000

                                                                                                                                                                                                                                                          2000

                                                                                                                                                                                                                                                          Audio file

                                                                                                                                                                                                                                                          17250

                                                                                                                                                                                                                                                          17250

                                                                                                                                                                                                                                                          Audio file

                                                                                                                                                                                                                                                          Size in bytes

                                                                                                                                                                                                                                                          5242880

                                                                                                                                                                                                                                                          5242880

                                                                                                                                                                                                                                                          Audio file

                                                                                                                                                                                                                                                          Total size in bytes

                                                                                                                                                                                                                                                          2097152000

                                                                                                                                                                                                                                                          2097152000

                                                                                                                                                                                                                                                          Call monitoring

                                                                                                                                                                                                                                                          Dashboard - queues

                                                                                                                                                                                                                                                          250

                                                                                                                                                                                                                                                          250

                                                                                                                                                                                                                                                          Call monitoring

                                                                                                                                                                                                                                                          Dashboard - sites

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          Call monitoring

                                                                                                                                                                                                                                                          Dashboard - teams

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Call monitoring

                                                                                                                                                                                                                                                          Dashboard - agents

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          Recording management

                                                                                                                                                                                                                                                          Queues

                                                                                                                                                                                                                                                          250

                                                                                                                                                                                                                                                          250

                                                                                                                                                                                                                                                          Recording management

                                                                                                                                                                                                                                                          Sites

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          Recording management

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Recording management

                                                                                                                                                                                                                                                          Agents

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          Recording management

                                                                                                                                                                                                                                                          Wrapup codes

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          Recording management

                                                                                                                                                                                                                                                          Tags

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          Call monitoring

                                                                                                                                                                                                                                                          Maximum concurrent sessions

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          Maximum concurrent supervisor sessions

                                                                                                                                                                                                                                                          Maximum concurrent supervisor sessions

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          Business Hours

                                                                                                                                                                                                                                                          5000

                                                                                                                                                                                                                                                          5000

                                                                                                                                                                                                                                                          Overrides

                                                                                                                                                                                                                                                          Overrides

                                                                                                                                                                                                                                                          5000

                                                                                                                                                                                                                                                          5000

                                                                                                                                                                                                                                                          Holiday list

                                                                                                                                                                                                                                                          5000

                                                                                                                                                                                                                                                          5000

                                                                                                                                                                                                                                                          Business Hours

                                                                                                                                                                                                                                                          Working hours

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          Overrides

                                                                                                                                                                                                                                                          Overrides

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Holiday list

                                                                                                                                                                                                                                                          150

                                                                                                                                                                                                                                                          150

                                                                                                                                                                                                                                                          Number of Connectors

                                                                                                                                                                                                                                                          Per connector Type

                                                                                                                                                                                                                                                          30

                                                                                                                                                                                                                                                          CCAI Config

                                                                                                                                                                                                                                                          100

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

                                                                                                                                                                                                                                                          Table 2. Maximum System Limits for Filters

                                                                                                                                                                                                                                                          Application/Feature

                                                                                                                                                                                                                                                          Object Types with Filters

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Maximum Allowed Limit

                                                                                                                                                                                                                                                          Recording Management

                                                                                                                                                                                                                                                          Queues

                                                                                                                                                                                                                                                          The maximum number of filters for queues.

                                                                                                                                                                                                                                                          250

                                                                                                                                                                                                                                                          Sites

                                                                                                                                                                                                                                                          The maximum number of filters for sites.

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          The maximum number of filters for teams.

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Agents

                                                                                                                                                                                                                                                          The maximum number of filters for agents.

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          Wrap-Up Codes

                                                                                                                                                                                                                                                          The maximum number of filters for wrap-up codes.

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          Tags

                                                                                                                                                                                                                                                          The maximum number of filters for tags.

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          Call Recording Schedules

                                                                                                                                                                                                                                                          Sites

                                                                                                                                                                                                                                                          The maximum number of filters for sites.

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          The maximum number of filters for teams.

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Agents

                                                                                                                                                                                                                                                          The maximum number of filters for agents.

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          Call Monitoring Dashboard

                                                                                                                                                                                                                                                          Queues

                                                                                                                                                                                                                                                          The maximum number of filters for queues.

                                                                                                                                                                                                                                                          250

                                                                                                                                                                                                                                                          Sites

                                                                                                                                                                                                                                                          The maximum number of filters for sites.

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          The maximum number of filters for teams.

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Agents

                                                                                                                                                                                                                                                          The maximum number of filters for agents.

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          Call Monitoring Schedules

                                                                                                                                                                                                                                                          Queues

                                                                                                                                                                                                                                                          The maximum number of filters for queues.

                                                                                                                                                                                                                                                          250

                                                                                                                                                                                                                                                          Sites

                                                                                                                                                                                                                                                          The maximum number of filters for sites.

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          The maximum number of filters for teams.

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Agents

                                                                                                                                                                                                                                                          The maximum number of filters for agents.

                                                                                                                                                                                                                                                          500

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

                                                                                                                                                                                                                                                          • Entry Point

                                                                                                                                                                                                                                                          • Queue

                                                                                                                                                                                                                                                          • Outdial Entry Point

                                                                                                                                                                                                                                                          • Outdial Queue

                                                                                                                                                                                                                                                          • Site

                                                                                                                                                                                                                                                          • Team

                                                                                                                                                                                                                                                          • Users

                                                                                                                                                                                                                                                          • User Profiles

                                                                                                                                                                                                                                                          • Work Types

                                                                                                                                                                                                                                                          • Auxilary Code

                                                                                                                                                                                                                                                          • Desktop Profiles

                                                                                                                                                                                                                                                          • Address Book

                                                                                                                                                                                                                                                          • Outdial ANI

                                                                                                                                                                                                                                                          • Skills Definition

                                                                                                                                                                                                                                                          • Skill Profile

                                                                                                                                                                                                                                                          • Entry Point Mappings

                                                                                                                                                                                                                                                          • Audio Files


                                                                                                                                                                                                                                                           

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

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

                                                                                                                                                                                                                                                          Table 3. Active and maximum configuration limits

                                                                                                                                                                                                                                                          Configurations

                                                                                                                                                                                                                                                          Active Limits

                                                                                                                                                                                                                                                          Maximum Limits

                                                                                                                                                                                                                                                          Maximum number of agents for a team

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Maximum number of teams for a Call Distribution Group

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          Maximum Call Distribution Groups in a queue

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          Maximum number of teams in a queue, across all Call Distribution Groups

                                                                                                                                                                                                                                                          250

                                                                                                                                                                                                                                                          250

                                                                                                                                                                                                                                                          Maximum number of agents for a queue (maximum agents in a team x maximum teams for a Call Distribution Group x maximum Call Distribution Groups in the queue)

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          NA

                                                                                                                                                                                                                                                          Maximum time in a queue (voice)

                                                                                                                                                                                                                                                          1 day

                                                                                                                                                                                                                                                          1 day

                                                                                                                                                                                                                                                          Maximum skills for a skill profile

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          50

                                                                                                                                                                                                                                                          Maximum number for a Capacity-Based Team

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Maximum Capacity-Based Teams for an organization

                                                                                                                                                                                                                                                          20

                                                                                                                                                                                                                                                          40

                                                                                                                                                                                                                                                          Maximum number of concurrent calls for Capacity-Based Teams (maximum number for a Capacity-Based Team x maximum number of Capacity-Based Teams for an organization)

                                                                                                                                                                                                                                                          2000

                                                                                                                                                                                                                                                          NA

                                                                                                                                                                                                                                                          Maximum skill requirements for a contact

                                                                                                                                                                                                                                                          10

                                                                                                                                                                                                                                                          10

                                                                                                                                                                                                                                                          Maximum number of queues for an organization

                                                                                                                                                                                                                                                          1000

                                                                                                                                                                                                                                                          2000

                                                                                                                                                                                                                                                          Maximum number of concurrent calls for call monitoring

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          NA

                                                                                                                                                                                                                                                          Maximum number of agents in a campaign

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          500

                                                                                                                                                                                                                                                          Maximum number of configured agents for a campaign

                                                                                                                                                                                                                                                          NA

                                                                                                                                                                                                                                                          NA

                                                                                                                                                                                                                                                          Maximum number of Preview campaigns for an organization

                                                                                                                                                                                                                                                          NA

                                                                                                                                                                                                                                                          NA

                                                                                                                                                                                                                                                          Maximum number of configured Preview campaigns for an organization

                                                                                                                                                                                                                                                          NA

                                                                                                                                                                                                                                                          NA

                                                                                                                                                                                                                                                          Maximum number of Progressive campaigns for an organization

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          100

                                                                                                                                                                                                                                                          Maximum number of configured Progressive campaigns for an organization

                                                                                                                                                                                                                                                          NA

                                                                                                                                                                                                                                                          NA

                                                                                                                                                                                                                                                          Sign in to Management Portal

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

                                                                                                                                                                                                                                                          To sign in to the Management Portal:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          Sign in to https://admin.webex.com.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click Services from the left pane.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          On the Contact Center card, click Settings.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          Under the Advance Configuration section, click the Management Portal link. You can bookmark this link and access the portal directly with this link.

                                                                                                                                                                                                                                                          The Management Portal landing page appears. For more information, see About Management Portal Components.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          After you sign out, close all Webex Contact Center windows before you sign in again.

                                                                                                                                                                                                                                                          About Management Portal Components

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

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

                                                                                                                                                                                                                                                          Component

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Navigation bar

                                                                                                                                                                                                                                                          Displays the modules that you are authorized to access. For more information, see Webex Contact Center Modules

                                                                                                                                                                                                                                                          You can see either the name of the module or, if the navigation bar is collapsed, an icon that represents the module. Hover the mouse pointer over an icon to display the module name.

                                                                                                                                                                                                                                                          To expand or collapse the navigation bar, click the button on the upper-left side of the landing page.

                                                                                                                                                                                                                                                          Dashboard

                                                                                                                                                                                                                                                          Displays the number of calls that are currently in IVR, in queue, connected, and the number of currently available agents.

                                                                                                                                                                                                                                                          The rest of this panel displays four charts. Three of them provide real-time statistics for the current call activity, interval call activity, and site-level agent activity. The fourth chart provides historical statistics.

                                                                                                                                                                                                                                                          You can click the icon at the top of a chart to display the corresponding report in the Reporting and Analytics module window.

                                                                                                                                                                                                                                                          To change the size of a chart, point to a corner or edge and when the mouse pointer changes to a two-headed arrow, drag the corner or edge to shrink or enlarge the chart.

                                                                                                                                                                                                                                                          To restore the original size of resized charts, click Reset Widgets.

                                                                                                                                                                                                                                                          Settings button

                                                                                                                                                                                                                                                          Expands and collapses a panel where you can do the following:

                                                                                                                                                                                                                                                          Your name button

                                                                                                                                                                                                                                                          Displays the following options in a drop-down list:

                                                                                                                                                                                                                                                          • Help: Opens the Management Portal online help document in a separate window.

                                                                                                                                                                                                                                                          • Sign Out: Closes all of the open modules and signs you out of the Management Portal.

                                                                                                                                                                                                                                                          About Dashboards

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

                                                                                                                                                                                                                                                          • Entry Point - Site level Dashboard (default)

                                                                                                                                                                                                                                                          • Contact Center Overview - Realtime

                                                                                                                                                                                                                                                          • Contact Center Overview - Historical

                                                                                                                                                                                                                                                          • Agent State Data - Realtime

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

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


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • Access to the above listed dashboards is based on access privileges configured in the User Profile settings in the management portal. For more information, see User Profiles.

                                                                                                                                                                                                                                                          • The dashboard summary view is available to all the users who access the Management Portal.

                                                                                                                                                                                                                                                          Entry Point - Site Level Dashboard

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

                                                                                                                                                                                                                                                          • Snapshot Entry Point IVR Realtime - Chart: Indicates the number of calls that are in the IVR.

                                                                                                                                                                                                                                                          • Entry Point Interval Realtime - Chart: Indicates the number of contacts (voice, email, and chat) per entry point in real time for a specific interval. By default, the interval is 30 minutes and the duration is from the start of the day.

                                                                                                                                                                                                                                                          • Site Interval Realtime - Chart: Indicates the number of connected contacts (voice, email, and chat) per site in real time since the start of the day.

                                                                                                                                                                                                                                                          • Entry Point Contact Volume - Chart: Indicates the number of connected contacts per entry point on a daily interval, for the last seven days.

                                                                                                                                                                                                                                                          Contact Center Overview - Historical

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

                                                                                                                                                                                                                                                          The following information is available:

                                                                                                                                                                                                                                                          • Average Service Level: Indicates the percentage of contacts that are handled within the configured service level for the queue.

                                                                                                                                                                                                                                                          • Total Contacts Handled: Indicates the total number of contacts (voice, email, social, and chat) handled.

                                                                                                                                                                                                                                                          • Total Contacts Abandoned: Indicates the total number of contacts (voice, email, social, and chat) abandoned.

                                                                                                                                                                                                                                                          • Average Handled Time: Indicates the average time that is taken to handle a contact (voice, email, social, and chat).

                                                                                                                                                                                                                                                          • Longest Contact in Queue: Indicates the time in queue for the contact (voice, email, social, or chat) with the longest waiting time.

                                                                                                                                                                                                                                                          • Contact Details in Queue: Shows the details of contacts (voice, email, social, and chat) that are currently in queue.

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

                                                                                                                                                                                                                                                          • Teams

                                                                                                                                                                                                                                                          • Agents in Teams

                                                                                                                                                                                                                                                          • Agent Login

                                                                                                                                                                                                                                                          • Contacts handled by the agents

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

                                                                                                                                                                                                                                                          • Agent Name

                                                                                                                                                                                                                                                          • Team Name

                                                                                                                                                                                                                                                          • Interval

                                                                                                                                                                                                                                                          • Duration

                                                                                                                                                                                                                                                          Agent State Data - Realtime

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

                                                                                                                                                                                                                                                          • The name of the agent.

                                                                                                                                                                                                                                                          • The site and team to which the agent is assigned.

                                                                                                                                                                                                                                                          • The login time of the agent.

                                                                                                                                                                                                                                                          • The most recent known state of the agent.

                                                                                                                                                                                                                                                          • The duration for which the agent has been in the most recent state.

                                                                                                                                                                                                                                                          • The idle code, if the agent is in the Idle state.

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

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

                                                                                                                                                                                                                                                          Most Recent State

                                                                                                                                                                                                                                                          Indicates that

                                                                                                                                                                                                                                                          Connected

                                                                                                                                                                                                                                                          The agent is connected to at least one channel. This state includes Ringing and Wrap-Up also. An icon indicates the most recently connected channel in the State Duration field.

                                                                                                                                                                                                                                                          Available

                                                                                                                                                                                                                                                          The agent is available on the desktop, but hasn’t received an active contact.

                                                                                                                                                                                                                                                          Idle

                                                                                                                                                                                                                                                          The agent has set an Idle state. Check the Idle Code field for more information.


                                                                                                                                                                                                                                                           

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


                                                                                                                                                                                                                                                           

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

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


                                                                                                                                                                                                                                                           

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


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • The Social channel type appears in the reports if your enterprise has purchased the Social Channel add-on.

                                                                                                                                                                                                                                                          • The Deployment Name filter appears only for Cloud Connect users.

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

                                                                                                                                                                                                                                                          Change User Interface Colors

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

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          Click the Gears icon at the top-right corner of the Management Portal.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the tab displaying the Wrench icon, and select a skin.

                                                                                                                                                                                                                                                          The colors change immediately.
                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          (Optional) Click the Reset icon to restore the default color.

                                                                                                                                                                                                                                                          Create a Custom Theme

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

                                                                                                                                                                                                                                                          To create a custom theme:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          Click the Gears icon at the top-right corner of the Management Portal.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the tab displaying the Custom Theme icon.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          In Banner Color, enter the HTML (hexadecimal) code for a color or click the small box on the right and select a color.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          (Optional) Click the folder button for each listed image type, navigate to the image file in your system that you want to use, and click Open. The supported file types are PNG, JPG, JPEG, and GIF.

                                                                                                                                                                                                                                                          5

                                                                                                                                                                                                                                                          Click Save.

                                                                                                                                                                                                                                                          The user interface updates with the new theme.
                                                                                                                                                                                                                                                          6

                                                                                                                                                                                                                                                          (Optional) Click Reset to revert your changes.

                                                                                                                                                                                                                                                          View and Regenerate Your API Key

                                                                                                                                                                                                                                                          To view or regenerate your API key:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          Click the Gears icon at the top-right corner of the Management Portal.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the tab displaying the API Key icon.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          (Optional) Click the link to view the API key.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          Click Regenerate Key to regenerate your API key.

                                                                                                                                                                                                                                                          Access Audit Trail Reports

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

                                                                                                                                                                                                                                                          To display an audit trail report:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Audit Trail.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Select the filters:

                                                                                                                                                                                                                                                          Call Status

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Entity

                                                                                                                                                                                                                                                          Select the entity from the drop-down. Entities are the items in the provisioning database tables.

                                                                                                                                                                                                                                                          Action

                                                                                                                                                                                                                                                          Select the action performed on the selected entity, such as Create, Delete, and Update.

                                                                                                                                                                                                                                                          Time Period

                                                                                                                                                                                                                                                          Select a date range of seven days from the calender controls.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Apply Filters.

                                                                                                                                                                                                                                                          4

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

                                                                                                                                                                                                                                                          Provisioning Webex Contact Center Resources

                                                                                                                                                                                                                                                          Tenant Settings


                                                                                                                                                                                                                                                           

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

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

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

                                                                                                                                                                                                                                                          Click the following tabs to configure the tenant settings:

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          The General Settings tab displays the following settings.

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

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

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Tenant

                                                                                                                                                                                                                                                          Partner

                                                                                                                                                                                                                                                          Webex Contact Center

                                                                                                                                                                                                                                                          Tenant Details

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          The name of your enterprise.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optional) The description for your enterprise.

                                                                                                                                                                                                                                                          Time Zone

                                                                                                                                                                                                                                                          The time zone that you provision for your enterprise. For more information, see About Time Zones.

                                                                                                                                                                                                                                                          Status

                                                                                                                                                                                                                                                          The status of the tenant. You cannot change the status of the tenant.

                                                                                                                                                                                                                                                          Desktop settings

                                                                                                                                                                                                                                                          The Desktop section displays the following settings.

                                                                                                                                                                                                                                                          • Agent experience: Set the inactivity timeout and auto wrap-up interval.

                                                                                                                                                                                                                                                          • Voice features: Enable or disable force default DN, end call, and end consult.

                                                                                                                                                                                                                                                          • RONA timeouts: Configure RONA (Redirection on No Answer) timeouts for unanswered calls.

                                                                                                                                                                                                                                                          • System settings: Set lost connection recovery timeouts.

                                                                                                                                                                                                                                                          Manage RONA timeouts

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

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

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          Log in to the customer organization on Control Hub.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Navigate to Services > Contact Center > Settings > Desktop.

                                                                                                                                                                                                                                                          3

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

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

                                                                                                                                                                                                                                                          ChannelsDefault Value (seconds)Minimum Value (seconds)

                                                                                                                                                                                                                                                          Maximum Value (seconds)

                                                                                                                                                                                                                                                          Telephony (inbound and outbound)

                                                                                                                                                                                                                                                          18

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          120

                                                                                                                                                                                                                                                          Chat

                                                                                                                                                                                                                                                          30

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          6000

                                                                                                                                                                                                                                                          Email

                                                                                                                                                                                                                                                          300

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          6000

                                                                                                                                                                                                                                                          Social

                                                                                                                                                                                                                                                          30

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          6000


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • For inbound call scenarios, Webex Contact Center connects the customer call to the agent session for the duration of the unanswered call. The call is then redirected to another agent or skill group. For example, if the Telephony default value is set to 18 seconds and the agent does not receive the call within the specified time, the call goes to RONA state. Webex Contact Center returns the call to the queue and re-routes it to another agent or skill group.

                                                                                                                                                                                                                                                          • For outbound call scenarios, the configured time is inclusive of both agent and customer accepting the expected call for the specified duration. Webex Contact Center will first connect to the agent for the time specified and the remaning time will be utilized to connect to the customer. For example, if the Telephony default value is set to18 seconds and it takes 2 seconds to connect to the agent, the remaining 16 seconds will be utilized to connect to the customer. It is recommended to set an optimal time that balances both the time of the agent and the customer/devices handling the calls.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          Click Save.

                                                                                                                                                                                                                                                          Provisioning

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

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

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          System Profile

                                                                                                                                                                                                                                                          Workforce Options

                                                                                                                                                                                                                                                          Allows the supervisors to manage the human resources. Supervisors can proactively analyze and adjust for daily realities and make smarter decisions to manage resources to optimize service levels.

                                                                                                                                                                                                                                                          Workforce Options enable one or more of the following Workforce Optimization options for your enterprise:

                                                                                                                                                                                                                                                          • Quality Management

                                                                                                                                                                                                                                                          • Workforce Management

                                                                                                                                                                                                                                                          • WFO Analytics

                                                                                                                                                                                                                                                          • Workforce Analytics with Transcriptions

                                                                                                                                                                                                                                                          • Workforce Optimization Bundle

                                                                                                                                                                                                                                                          The availability of these features depends on your license. Contact your organization administrator for more information.

                                                                                                                                                                                                                                                          Campaign Management

                                                                                                                                                                                                                                                          Enables the third-party software List and the Campaign Manager (LCM) module for a tenant. LCM manages the upload, selection, and rescheduling of contacts. It also provides campaign manager reports.

                                                                                                                                                                                                                                                          The availability of this feature depends on your license. Contact your organization administrator for more information.

                                                                                                                                                                                                                                                          Speech Enabled IVR

                                                                                                                                                                                                                                                          If this setting is Yes, your enterprise allows customers to post questions or concerns in plain language to the system.

                                                                                                                                                                                                                                                          The availability of this feature depends on your license. Contact your organization administrator for more information.

                                                                                                                                                                                                                                                          Settings

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

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

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

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Tenant

                                                                                                                                                                                                                                                          Partner

                                                                                                                                                                                                                                                          Webex Contact Center

                                                                                                                                                                                                                                                          Call Settings

                                                                                                                                                                                                                                                          Short Call Threshold

                                                                                                                                                                                                                                                          The time interval, in seconds, to determine whether the call is short or abandoned.

                                                                                                                                                                                                                                                          Sudden Disconnect Threshold

                                                                                                                                                                                                                                                          The time interval in seconds to determine whether the agent handles the call or the call ends. The time determines if there is an issue with the connectivity or with the behavior of the agent. You can consider a call as disconnected, if the call terminates within this time interval after it reaches a destination site.

                                                                                                                                                                                                                                                          Default Outdial ANI

                                                                                                                                                                                                                                                          The default dial number for the tenant to make outdial calls. The default dial number is displayed in the customer's caller ID, if an agent does not select a specific outdial ANI (Automatic Number Identification) for an outdial call.


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • To be available as the default outdial ANI, the dial number must be mapped to an entry point. For more information, see Entry Point Mappings.

                                                                                                                                                                                                                                                          • By default, the first dial number that is mapped to an entry point is displayed as the default outdial ANI. If a dial number is not mapped to an entry point, the Default Outdial ANI field indicates Not Configured.

                                                                                                                                                                                                                                                          To select a default outdial ANI for the tenant, click Edit at the bottom of the page. The Default Outdial ANI drop-down list contains all of the existing dial numbers that are mapped to entry points. To set a dial number as the default outdial ANI, select the dial number from the drop-down list.

                                                                                                                                                                                                                                                          Timeout Settings

                                                                                                                                                                                                                                                          Desktop Inactivity Timeout

                                                                                                                                                                                                                                                          Desktop Inactivity Timeout enables you to automatically sign out an agent from the desktop after being inactive for the specified time. An agent is considered inactive for not performing any activity on the Agent Desktop while in the Idle state. Agent activity includes handling contacts, working on custom widgets, or performing any task on the Agent Desktop.

                                                                                                                                                                                                                                                          The default setting is set to No. If the setting remains at No, then the agents who are signed in will be charged for agent license usage until their session is explicitly signed out.

                                                                                                                                                                                                                                                          If the setting is Yes, system automatically signs out an agent after being idle for the provided timeout duration.

                                                                                                                                                                                                                                                          You can provide an idle timeout value from 3 to 10,000 minutes.

                                                                                                                                                                                                                                                          Concurrent Voice Contact Settings

                                                                                                                                                                                                                                                          Concurrent Voice Contact Entitlements

                                                                                                                                                                                                                                                          The number of concurrent voice contact sessions that the tenant is entitled to.

                                                                                                                                                                                                                                                          This entitlement is based on the following formula:

                                                                                                                                                                                                                                                          ((Number of committed Standard Agent licenses + Number of committed Premium Agent licenses) x 3) + Number of Add-on IVR port licenses

                                                                                                                                                                                                                                                          One session (interaction) in surge protection includes all the inbound and outbound calls related to that session.


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • For zero commitment orders, the default value of Concurrent Voice Contact Entitlements is:

                                                                                                                                                                                                                                                            100 + Number of Add-on IVR port licenses

                                                                                                                                                                                                                                                          • You cannot modify the value of Concurrent Voice Contact Entitlements.

                                                                                                                                                                                                                                                          Voice Contact Surge Percentage

                                                                                                                                                                                                                                                          The percentage of voice contact sessions that the tenant can have, over and above the Concurrent Voice Contact Entitlements.

                                                                                                                                                                                                                                                          The default surge percentage is 30%.

                                                                                                                                                                                                                                                          Maximum Concurrent Voice Contact Threshold

                                                                                                                                                                                                                                                          The maximum number of concurrent voice contact sessions that are allowed for the tenant. The contact center drops any inbound or outbound voice contacts after reaching this threshold.

                                                                                                                                                                                                                                                          This value is derived from the Concurrent Voice Contact Entitlements and the Voice Contact Surge Percentage fields.

                                                                                                                                                                                                                                                          For example, if the concurrent voice contact entitlements is 300 and the surge percentage is 30% (default value), the Maximum Concurrent Voice Contact Threshold is calculated as:

                                                                                                                                                                                                                                                          300 x 1.3 = 390


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • If the Maximum Concurrent Voice Contact Threshold is insufficient for your business requirements for a short duration, submit a service request to Cisco Support to have the value adjusted. Cisco Support will adjust the surge percentage to ensure that the required Maximum Concurrent Voice Contact Threshold is available for your tenant.

                                                                                                                                                                                                                                                          • This field is for production traffic only and reverts to the previous entitlement unless you purchase license in 7 days. This feature is not meant for load testing or any non-production use.

                                                                                                                                                                                                                                                          • Use this field only if there is evidence of calls being rejected. Be wary that if you increase the surge percentage then your monthly invoice may also increase as per the overage.

                                                                                                                                                                                                                                                          Concurrent Digital Contact Settings

                                                                                                                                                                                                                                                          Concurrent Digital Contact Entitlements

                                                                                                                                                                                                                                                          The number of concurrent digital contact sessions that the tenant is entitled to.

                                                                                                                                                                                                                                                          This entitlement is based on the following formula:

                                                                                                                                                                                                                                                          (Number of committed Standard Agent licenses + Number of committed Premium Agent licenses) x 2 x 15


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • For zero commitment orders, the default value of concurrent digital contact entitlements is:

                                                                                                                                                                                                                                                            100 x 15

                                                                                                                                                                                                                                                          • You cannot modify the value of concurrent digital contact entitlements.

                                                                                                                                                                                                                                                          Digital Contact Surge Percentage

                                                                                                                                                                                                                                                          The percentage of digital contact sessions that the tenant can have, over and above the concurrent digital contact entitlements.

                                                                                                                                                                                                                                                          The default surge percentage is 30%.

                                                                                                                                                                                                                                                          Maximum Concurrent Digital Contact Threshold

                                                                                                                                                                                                                                                          The maximum number of concurrent digital contact sessions that are allowed for the tenant. The contact center drops any new digital contacts after reaching this threshold.

                                                                                                                                                                                                                                                          The value of Maximum Concurrent Digital Contact Threshold is set to 30% higher than the concurrent digital contact entitlements.

                                                                                                                                                                                                                                                          Maximum Concurrent Digital Threshold = Concurrent Digital Contact Entitlements * 1.3.

                                                                                                                                                                                                                                                          This value is derived from the Concurrent Digital Contact Entitlements and the Digital Contact Surge Percentage fields:

                                                                                                                                                                                                                                                          Maximum Concurrent Digital Threshold =

                                                                                                                                                                                                                                                          (Number of committed Standard Agent licenses + Number of committed Premium Agent licenses) x 2 x 15 x 1.3

                                                                                                                                                                                                                                                          For example, if the concurrent digital contact entitlements is 300 and the surge percentage is 30% (default value), the maximum concurrent digital contact threshold is calculated as:

                                                                                                                                                                                                                                                          300*1.3 = 390


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • For zero commitment orders, the maximum concurrent digital contact threshold is:

                                                                                                                                                                                                                                                            Max Concurrent Digital Contact Threshold = Concurrent Digital Contact Entitlement * 1.3 =

                                                                                                                                                                                                                                                            1500 * 1.3

                                                                                                                                                                                                                                                          • When incoming contacts are rejected because of the surge, the associated flow generates a flow error on its node. You can find the details of the error in the Surge Protection Statistics report.

                                                                                                                                                                                                                                                          • If the maximum concurrent digital contact threshold is insufficient for your business requirements for a short duration, submit a service request to Cisco Support to have the value adjusted. Cisco Support will adjust the surge percentage to ensure that the required maximum concurrent digital contact threshold is available for your tenant.

                                                                                                                                                                                                                                                          • This field is for production traffic only and reverts to the previous entitlement unless you purchase a license in 7 days. This feature is not meant for load testing or any non-production use.

                                                                                                                                                                                                                                                          • Use this field only if there is evidence of calls being rejected. Be wary that if you increase the surge percentage then your monthly invoice may also increase as per the overage.

                                                                                                                                                                                                                                                          Other Settings

                                                                                                                                                                                                                                                          Maximum Callback Attempts

                                                                                                                                                                                                                                                          The number of times the system attempts a requested callback if the initial callback attempt fails.

                                                                                                                                                                                                                                                          Retry Callback Interval

                                                                                                                                                                                                                                                          The number of seconds between the callback attempts in case the initial callback attempt fails.

                                                                                                                                                                                                                                                          Pause/Resume Enabled

                                                                                                                                                                                                                                                          If this setting is Yes, agents can pause and resume recording a call. For example, the agent can pause a call recording while obtaining sensitive information from the customer, such as credit card information.

                                                                                                                                                                                                                                                          If this setting is No, you can enable this feature for individual queues at another time.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          You can use this feature only if your administrator enables the Privacy Shield feature for your enterprise. For more information, contact your administrator.

                                                                                                                                                                                                                                                          Recording Pause Duration

                                                                                                                                                                                                                                                          This setting specifies the amount of time for which the system pauses the call recording. After the time has elapsed, the system automatically starts recording the call.

                                                                                                                                                                                                                                                          Check Agent Availability

                                                                                                                                                                                                                                                          If this setting is Yes, the system does not route any contacts to the teams with no logged-in agents.

                                                                                                                                                                                                                                                          If this setting is No, you can enable this setting for individual queues. For more information, see Adding an Entry Point or Queue.

                                                                                                                                                                                                                                                          Record All Calls

                                                                                                                                                                                                                                                          If this setting is Yes, the system records all inbound and outdial calls.

                                                                                                                                                                                                                                                          If this setting is No, the system records calls based on the settings for each queue.

                                                                                                                                                                                                                                                          Entry Points and Queues

                                                                                                                                                                                                                                                          Entry points and queues are types of virtual teams. A virtual team is a holding place for incoming customer requests.

                                                                                                                                                                                                                                                          You can create entry points and queues depending on how the Webex Contact Center administrator has configured your profile.

                                                                                                                                                                                                                                                          Entry Point

                                                                                                                                                                                                                                                          The inbound entry point is the initial landing place for a customer contact in the Webex Contact Center system. For the customer calls, you can associate one or more toll-free or dial numbers with a given entry point. The system performs IVR call treatment for a call while the call is in the entry point.

                                                                                                                                                                                                                                                          You can assign a flow to an entry point. Moreover, if you want to implement the business hours to define the working and nonworking hours for your contact center, you can choose a flow that has the business hours activity configured, and assign it to the entry point.

                                                                                                                                                                                                                                                          We strongly recommend you to assign new flows directly to an entry point using the business hours activity. For the existing flows, you should also plan to migrate the routing strategy flow configurations to entry point using business hours.

                                                                                                                                                                                                                                                          If a flow is associated to an entry point and uses business hours, it will take precedence over the same flow that is associated with a routing strategy as well.

                                                                                                                                                                                                                                                          For more information on how to configure Business Hours in a flow, see Business Hours.

                                                                                                                                                                                                                                                          To use entry points for the telephony channel type, ensure that you do the following:

                                                                                                                                                                                                                                                          • Map a dial number (DN) to the entry point. For more information, see Entry Point Mappings.

                                                                                                                                                                                                                                                          • Assign a flow to an entry point. For more information, see Create an Entry Point.

                                                                                                                                                                                                                                                          • Contact your Webex Contact Center administrator for other Provisioning configurations.

                                                                                                                                                                                                                                                          Queue

                                                                                                                                                                                                                                                          An inbound queue is where the customer contact waits before the system assigns the customer to an agent or DN.

                                                                                                                                                                                                                                                          The inbound queue that represents a third-party Automatic Call Distributor (ACD) is known as a proxy queue. Calls that are sent to an external ACD are distributed to agents by the external ACD. Webex Contact Center uses proxy queues to track the call activity that occurs on the external ACD queues. There are two types of proxy queues: dedicated and shared. Agents signed in to a dedicated proxy queue serve only the Webex Contact Center customer; agents signed in to a shared queue serve multiple customers.

                                                                                                                                                                                                                                                          Outdial Entry Point

                                                                                                                                                                                                                                                          The outdial entry point is provisioned for outbound (outdial) customer calls in the Webex Contact Center system.

                                                                                                                                                                                                                                                          In the Outdial Entry Point list, a system-generated Outdial Transfer to Queue entry point is automatically created. If the outdial calls need to be transferred to the queue, map the DN to the Outdial Transfer to Queue entry point. For more information on mapping an outdial entry point, see Map an Entry Point.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          You can’t edit the system-generated Outdial Transfer to Queue entry point.

                                                                                                                                                                                                                                                          Outdial Queue

                                                                                                                                                                                                                                                          The outdial queue where the customer contact waits for the system to assign the customer to an agent or DN.

                                                                                                                                                                                                                                                          Create an Entry Point

                                                                                                                                                                                                                                                          To create an entry point:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Choose Entry Point.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click + New Entry Point.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          In the General Settings area, enter the following settings:

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          The name of the entry point.


                                                                                                                                                                                                                                                           

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

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          A short description of the entry point.

                                                                                                                                                                                                                                                          Channel Type

                                                                                                                                                                                                                                                          Choose a channel type, such as Telephony, Email, and Chat.

                                                                                                                                                                                                                                                          The default channel type is Telephony.

                                                                                                                                                                                                                                                          Outdial Primary DID URL

                                                                                                                                                                                                                                                          The full pathname of the DID .xml file that supports outbound dialing. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                                                                          This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                                                                          Outdial Backup DID URL

                                                                                                                                                                                                                                                          The full pathname of the backup DID .xml file. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                                                                          This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                                                                          5

                                                                                                                                                                                                                                                          In the Advanced Settings area, enter the following settings:

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Service Level Threshold

                                                                                                                                                                                                                                                          The service level threshold field has no functional impact on the system's calculations, you may enter any dummy number for the threshold duration.

                                                                                                                                                                                                                                                          Control Script URL

                                                                                                                                                                                                                                                          The system automatically populates this field with the URL for this entry point or the default control script of the queue. It happens when you don’t configure the control script using the Webex Contact Center Routing Strategy module.

                                                                                                                                                                                                                                                          This setting is available for the Telephony channel type.

                                                                                                                                                                                                                                                          IVR Requeue URL

                                                                                                                                                                                                                                                          Currently we don’t support this setting.

                                                                                                                                                                                                                                                          Overflow Number

                                                                                                                                                                                                                                                          Enter the destination phone number to which the system diverts the customer calls when they exceed the Maximum Time in Queue that you have set in the routing strategy.

                                                                                                                                                                                                                                                          This setting is applicable only for the Telephony channel type.

                                                                                                                                                                                                                                                          Vendor ID

                                                                                                                                                                                                                                                          Enter the unique alphanumeric string that maps this entry point to the vendor.

                                                                                                                                                                                                                                                          Currently, we don’t support this setting.

                                                                                                                                                                                                                                                          Time Zone (Routing Strategies Only)

                                                                                                                                                                                                                                                          (Optional) Enter the time zone that routing strategies use for this entry point.

                                                                                                                                                                                                                                                          The default time zone is the time zone of the tenant.

                                                                                                                                                                                                                                                          DN List

                                                                                                                                                                                                                                                          IVR DN List

                                                                                                                                                                                                                                                          Enter the DN pool list numbers if you want to integrate this entry point with an external IVR.

                                                                                                                                                                                                                                                          This setting is available for the Telephony channel type.

                                                                                                                                                                                                                                                          Flow

                                                                                                                                                                                                                                                          Choose a flow from the drop-down list to assign that flow to this entry point.

                                                                                                                                                                                                                                                          This list contains all flows that are created in the Routing Strategy > Flow page of Management Portal.

                                                                                                                                                                                                                                                          If you want to implement the business hours entities to define working and non-working hours for your organization, we recommend you to choose only those flows in which the Business Hours activity is configured. The Business Hours activity takes the appropriate branch based on the business hours configuration associated with it. For more information about creating business hours entities in Control Hub, see Set up Business Hours in Webex Contact Center.

                                                                                                                                                                                                                                                          For more information on how to configure Business Hours activity, see Business Hours.

                                                                                                                                                                                                                                                          6

                                                                                                                                                                                                                                                          Click Save.

                                                                                                                                                                                                                                                          View the Details of an Entry Point

                                                                                                                                                                                                                                                          To view an entry point:
                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Choose Entry Point .

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click the ellipsis icon beside an entry point and click View. You can view the following details:

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          The name of the entry point.


                                                                                                                                                                                                                                                           

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

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          A short description of the entry point.

                                                                                                                                                                                                                                                          Channel Type

                                                                                                                                                                                                                                                          Choose a channel type, such as Telephony, Email, and Chat.

                                                                                                                                                                                                                                                          The default channel type is Telephony.

                                                                                                                                                                                                                                                          Outdial Primary DID URL

                                                                                                                                                                                                                                                          The full pathname of the DID .xml file that supports outbound dialing. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                                                                          This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                                                                          Outdial Backup DID URL

                                                                                                                                                                                                                                                          The full pathname of the backup DID .xml file. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                                                                          This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                                                                          Edit an Entry Point

                                                                                                                                                                                                                                                          To edit an entry point or an outdial entry point:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Choose Entry Point.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click the ellipsis icon beside an entry point and click Edit.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          You can edit the following fields:

                                                                                                                                                                                                                                                          Vendor ID

                                                                                                                                                                                                                                                          Enter the unique alphanumeric string that maps this entry point to the vendor. You use this setting in the following scenario:

                                                                                                                                                                                                                                                          • If the queue is a proxy queue.

                                                                                                                                                                                                                                                          • If it is an entry point that you use for any channel except Telephony.

                                                                                                                                                                                                                                                          Currently, we do not support this setting.

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          The name of the entry point.


                                                                                                                                                                                                                                                           

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

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          A short description of the entry point.

                                                                                                                                                                                                                                                          Channel Type

                                                                                                                                                                                                                                                          Choose a channel type, such as Telephony, Email, and Chat.

                                                                                                                                                                                                                                                          The default channel type is Telephony.

                                                                                                                                                                                                                                                          Outdial Primary DID URL

                                                                                                                                                                                                                                                          The full pathname of the DID .xml file that supports outbound dialing. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                                                                          This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                                                                          Outdial Backup DID URL

                                                                                                                                                                                                                                                          The full pathname of the backup DID .xml file. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                                                                          This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                                                                          If you are viewing a proxy queue, you can click the search button in the DNIS Pool Data field to open a pop-up window displaying the list of DNIS entries for the queue. You can click a button bottom of the pop-up window to print the list or download the data as a .csv file.

                                                                                                                                                                                                                                                          If you are editing a proxy queue configured to use the blocked area codes feature, you can click the edit button to edit the list of blocked area codes. For more information, see Block an Area Code

                                                                                                                                                                                                                                                          Copy an Entry Point

                                                                                                                                                                                                                                                          To copy an entry point:
                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Choose Entry Point.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click the ellipsis icon beside an entry point and click Copy.

                                                                                                                                                                                                                                                          A copy of the selected entry point appears. The fields have the same values as the original entry point.

                                                                                                                                                                                                                                                          You can save the same entry point with a different name or edit and save the entry point.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          You can edit the following details:


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          There are some settings that you cannot edit. You can edit the Chat Template settings from https://admin.webex.com/.

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          The name of the entry point.


                                                                                                                                                                                                                                                           

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

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          A short description of the entry point.

                                                                                                                                                                                                                                                          Channel Type

                                                                                                                                                                                                                                                          Choose a channel type, such as Telephony, Email, and Chat.

                                                                                                                                                                                                                                                          The default channel type is Telephony.

                                                                                                                                                                                                                                                          Outdial Primary DID URL

                                                                                                                                                                                                                                                          The full pathname of the DID .xml file that supports outbound dialing. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                                                                          This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                                                                          Outdial Backup DID URL

                                                                                                                                                                                                                                                          The full pathname of the backup DID .xml file. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                                                                          This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                                                                          Create an Outdial Entry Point

                                                                                                                                                                                                                                                          To create an outdial entry point:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Choose Outdial Entry Point.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click + Outdial Entry Point.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          In the General Settings area, enter the following settings:

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          The name of the outdial entry point.


                                                                                                                                                                                                                                                           

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

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          A short description of the outdial entry point.

                                                                                                                                                                                                                                                          Channel Type

                                                                                                                                                                                                                                                          Choose a channel type as Telephony.

                                                                                                                                                                                                                                                          The default channel type is Telephony.

                                                                                                                                                                                                                                                          Outdial Primary DID URL

                                                                                                                                                                                                                                                          The full pathname of the DID .xml file that supports outbound dialing. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                                                                          This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                                                                          Outdial Backup DID URL

                                                                                                                                                                                                                                                          The full pathname of the backup DID .xml file. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                                                                          This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                                                                          5

                                                                                                                                                                                                                                                          In the Advanced Settings area, enter the following settings:

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Service Level Threshold

                                                                                                                                                                                                                                                          Enter the duration for which a customer request can be in a queue before the system flags it as outside the service level. If the agent completes a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                                                                          Control Script URL

                                                                                                                                                                                                                                                          The system automatically populates this field with the URL for this entry point or the default control script of the queue. It happens when you do not configure the control script using the Webex Contact Center Routing Strategy module.

                                                                                                                                                                                                                                                          This setting is available for the Telephony channel type.

                                                                                                                                                                                                                                                          IVR Requeue URL

                                                                                                                                                                                                                                                          Currently we do not support this setting.

                                                                                                                                                                                                                                                          Overflow Number

                                                                                                                                                                                                                                                          Enter the destination phone number to which the system diverts the customer calls when they exceed the Maximum Time in Queue that you have set in the routing strategy.

                                                                                                                                                                                                                                                          This setting is applicable only for the Telephony channel type.

                                                                                                                                                                                                                                                          Vendor ID

                                                                                                                                                                                                                                                          Enter the unique alphanumeric string that maps this entry point to the vendor.

                                                                                                                                                                                                                                                          Currently, we do not support this setting.

                                                                                                                                                                                                                                                          Time Zone (Routing Strategies Only)

                                                                                                                                                                                                                                                          (Optional) Enter the time zone that routing strategies use for this outdial entry point.

                                                                                                                                                                                                                                                          Flow

                                                                                                                                                                                                                                                          Contact Center supports building flows and event flows using the flow designer. You can use these flows in an Outdial Entry Point.

                                                                                                                                                                                                                                                          Choose the flow that you want to assign for the Outdial Entry Point.


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • This outdial queue will be used for reporting purposes.

                                                                                                                                                                                                                                                          • You can choose either a routing strategy or a flow for any outdial entry point. If you choose a routing strategy, you can't customize the outdial features such as selecting flow, music, and outdial queues. You can't use flow control configurations such as Customize ANI, Screen pop, Global variable and so on, as part of the outdial experience. We recommend that you use flows instead of routing strategies to avail any advanced configurations such as Screen pop, Customize ANI and so on.

                                                                                                                                                                                                                                                          • For activities that are supported, see Support for workflows in Outdial Entry Point.

                                                                                                                                                                                                                                                          Music on Hold

                                                                                                                                                                                                                                                          Select the music file that you want use in the Outdial Entry Point.

                                                                                                                                                                                                                                                          Outdial Queue

                                                                                                                                                                                                                                                          Select the outdial queue from the list for the Outdial Entry Point.

                                                                                                                                                                                                                                                          DN List

                                                                                                                                                                                                                                                          IVR DN List

                                                                                                                                                                                                                                                          Enter the DN pool list numbers if you want to integrate this entry point with an external IVR.

                                                                                                                                                                                                                                                          This setting is available for the Telephony channel type.

                                                                                                                                                                                                                                                          6

                                                                                                                                                                                                                                                          Click Save.

                                                                                                                                                                                                                                                          View the Details of an Outdial Entry Point

                                                                                                                                                                                                                                                          To view an outdial entry point:
                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Choose Outdial Entry Point.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click the ellipsis icon beside an entry point and click View. You can view the following details:

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          The name of the outdial entry point.


                                                                                                                                                                                                                                                           

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

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          A short description of the outdial entry point.

                                                                                                                                                                                                                                                          Channel Type

                                                                                                                                                                                                                                                          Choose a channel type as Telephony.

                                                                                                                                                                                                                                                          The default channel type is Telephony.

                                                                                                                                                                                                                                                          Outdial Primary DID URL

                                                                                                                                                                                                                                                          The full pathname of the DID .xml file that supports outbound dialing. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                                                                          This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                                                                          Outdial Backup DID URL

                                                                                                                                                                                                                                                          The full pathname of the backup DID .xml file. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                                                                          This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                                                                          Edit an Outdial Entry Point

                                                                                                                                                                                                                                                          To edit an outdial entry point:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Choose Outdial Entry Point.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click the ellipsis icon beside an outdial entry point and click Edit.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          You can edit the following fields:

                                                                                                                                                                                                                                                          Vendor ID

                                                                                                                                                                                                                                                          Enter the unique alphanumeric string that maps this entry point to the vendor. You use this setting in the following scenario:

                                                                                                                                                                                                                                                          • If the queue is a proxy queue.

                                                                                                                                                                                                                                                          • If it is an entry point that you use for any channel except Telephony.

                                                                                                                                                                                                                                                          Currently, we do not support this setting.

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          The name of the outdial entry point.


                                                                                                                                                                                                                                                           

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

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          A short description of the outdial entry point.

                                                                                                                                                                                                                                                          Channel Type

                                                                                                                                                                                                                                                          Choose a channel type as Telephony.

                                                                                                                                                                                                                                                          The default channel type is Telephony.

                                                                                                                                                                                                                                                          Outdial Primary DID URL

                                                                                                                                                                                                                                                          The full pathname of the DID .xml file that supports outbound dialing. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                                                                          This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                                                                          Outdial Backup DID URL

                                                                                                                                                                                                                                                          The full pathname of the backup DID .xml file. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                                                                          This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                                                                          Copy an Outdial Entry Point

                                                                                                                                                                                                                                                          To copy an outdial entry point:
                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Choose Outdial Entry Point.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click the ellipsis icon beside an entry point and click Copy.

                                                                                                                                                                                                                                                          A copy of the selected outdial entry point appears. The fields have the same values as the original outdial entry point.

                                                                                                                                                                                                                                                          You can save the same outdial entry point with a different name or edit and save the outdial entry point.

                                                                                                                                                                                                                                                          You can edit the following details:

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          The name of the outdial entry point.


                                                                                                                                                                                                                                                           

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

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          A short description of the outdial entry point.

                                                                                                                                                                                                                                                          Channel Type

                                                                                                                                                                                                                                                          Choose a channel type as Telephony.

                                                                                                                                                                                                                                                          The default channel type is Telephony.

                                                                                                                                                                                                                                                          Outdial Primary DID URL

                                                                                                                                                                                                                                                          The full pathname of the DID .xml file that supports outbound dialing. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                                                                          This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                                                                          Outdial Backup DID URL

                                                                                                                                                                                                                                                          The full pathname of the backup DID .xml file. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                                                                          This setting is applicable only for Outdial Entry Point.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          You cannot edit certain settings. You can edit the Chat Template settings from https://admin.webex.com/.

                                                                                                                                                                                                                                                          Create a Queue and an Outdial Queue

                                                                                                                                                                                                                                                          To create a queue:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Choose Queue or Outdial Queue.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click + New Queue or + New Outdial Queue.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          Enter the following settings for the queue and click Save:

                                                                                                                                                                                                                                                          Table 1. Configuration for Channel Type Telephony

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the queue.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optional) Enter a short description for the queue.

                                                                                                                                                                                                                                                          Type

                                                                                                                                                                                                                                                          (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                                                                          Channel Type

                                                                                                                                                                                                                                                          The available channel types are:

                                                                                                                                                                                                                                                          Telephony
                                                                                                                                                                                                                                                          The default channel type.
                                                                                                                                                                                                                                                          Email
                                                                                                                                                                                                                                                          Email channel.
                                                                                                                                                                                                                                                          Chat
                                                                                                                                                                                                                                                          Chat channel.

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          For outdial queues, the only channel type that is supported is Telephony.

                                                                                                                                                                                                                                                          Contact Routing Settings

                                                                                                                                                                                                                                                          If Campaign Management is enabled in the System Profile (see Provisioning), then the Contact Routing Settings section is displayed for the Outdial queues.

                                                                                                                                                                                                                                                          Queue Routing Type

                                                                                                                                                                                                                                                          The supported queue routing types are:

                                                                                                                                                                                                                                                          • Longest Available Agent: Calls are routed to the agent who has been available for the longest time in all teams assigned to the queue in the Call Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                                                                          • Skills Based: Calls are routed to agents based on skill requirements configured in the Flow that is associated with the entry point.

                                                                                                                                                                                                                                                            The Skills Based routing type is available only if your queue is provisioned with Channel Type as Telephony.

                                                                                                                                                                                                                                                            When you select Skills Based as the routing type, two other options appear for you to specify how to route a call when more than one agent with the required skill set is available:

                                                                                                                                                                                                                                                            Longest Available Agent: The call is routed to the agent who has been available for the longest duration.

                                                                                                                                                                                                                                                            Best Available Agent: The call is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                                                                          You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                                                                          Outbound Campaign Enabled

                                                                                                                                                                                                                                                          This toggle button is displayed for outdial queues.

                                                                                                                                                                                                                                                          If the toggle button is enabled, then the Call Distribution and Queue Routing Type fields are displayed. This field cannot be edited later. The Longest Available Agent is the only supported queue routing type for outdial queues.

                                                                                                                                                                                                                                                          Call Distribution

                                                                                                                                                                                                                                                          Add Group

                                                                                                                                                                                                                                                          Add a Call Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute calls to more teams as time in queue progresses.

                                                                                                                                                                                                                                                          Advanced Settings

                                                                                                                                                                                                                                                          Permit Monitoring

                                                                                                                                                                                                                                                          Click Yes or No to specify whether users can monitor the calls.

                                                                                                                                                                                                                                                          This setting is available for the Telephony channel type.

                                                                                                                                                                                                                                                          Permit Recording

                                                                                                                                                                                                                                                          Click Yes or No to specify whether the system can record the calls.

                                                                                                                                                                                                                                                          This setting is available for the Telephony channel type.

                                                                                                                                                                                                                                                          Record All Calls

                                                                                                                                                                                                                                                          This setting is available if you enable Permit Recording.

                                                                                                                                                                                                                                                          Click Yes or No to indicate whether the system can record all the calls for this queue.

                                                                                                                                                                                                                                                          This setting is available for the Telephony channel type.

                                                                                                                                                                                                                                                          Pause/Resume Enabled

                                                                                                                                                                                                                                                          Click Yes or No to specify whether the agents can pause and resume a call recording. For example, the agent can pause call recording while discussing sensitive information from the customer, such as credit card details.

                                                                                                                                                                                                                                                          If you enable the Pause/Resume Enabled feature in the Tenant settings, the system overrides a No setting here. For more information, see Tenant Settings.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Agents can use this feature if your organization administrator enables the Privacy Shield feature in the Webex Contact Center service configuration.

                                                                                                                                                                                                                                                          Recording Pause Duration

                                                                                                                                                                                                                                                          This setting is available if you set Pause/Resume Enabled to Yes.

                                                                                                                                                                                                                                                          This setting specifies the time in seconds, after which the recording resumes automatically.

                                                                                                                                                                                                                                                          This setting is available for the Telephony channel type.

                                                                                                                                                                                                                                                          Service Level Threshold

                                                                                                                                                                                                                                                          Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                                                                          Maximum Time in Queue

                                                                                                                                                                                                                                                          Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                                                                          Default Music in Queue

                                                                                                                                                                                                                                                          Select the name of the audio (.wav) file to play for calls when the calls arrive or wait in the queue. This is the default audio file.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          If Play Music is not configured in the Queue Contact activity, then the default music file is played.

                                                                                                                                                                                                                                                          Time Zone (Routing Strategies Only)

                                                                                                                                                                                                                                                          (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                                                                          Table 2. Configuration for Channel Type Chat

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the queue.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optional) Enter a short description for the queue.

                                                                                                                                                                                                                                                          Type

                                                                                                                                                                                                                                                          (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                                                                          Channel Type

                                                                                                                                                                                                                                                          The channel type is: Chat


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          For outdial queues, the only channel type supported is Telephony.

                                                                                                                                                                                                                                                          Contact Routing Settings

                                                                                                                                                                                                                                                          Queue Routing Type

                                                                                                                                                                                                                                                          The supported queue routing types are:

                                                                                                                                                                                                                                                          • Longest Available Agent: Chats are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Chat Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                                                                          • Skills Based: Chats are routed to agents based on skill requirements configured in the Webex Connect flow.

                                                                                                                                                                                                                                                            When you select Skills Based as the routing type, two other options appear for you to specify how to route a chat when more than one agent with the required skill set is available:

                                                                                                                                                                                                                                                            Longest Available Agent: The chat is routed to the agent who has been available for the longest duration. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                                                                            Best Available Agent: When you select this setting, the chat is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                                                                          You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                                                                          Add Group

                                                                                                                                                                                                                                                          Add a Chat Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute chats to more teams as time in queue progresses.

                                                                                                                                                                                                                                                          Advanced Settings

                                                                                                                                                                                                                                                          Service Level Threshold

                                                                                                                                                                                                                                                          Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                                                                          Maximum Time in Queue

                                                                                                                                                                                                                                                          Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                                                                          Time Zone (Routing Strategies Only)

                                                                                                                                                                                                                                                          (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                                                                          Table 3. Configuration for Channel Type Email

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the queue.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optional) Enter a short description for the queue.

                                                                                                                                                                                                                                                          Type

                                                                                                                                                                                                                                                          (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                                                                          Channel Type

                                                                                                                                                                                                                                                          The channel type is: Email


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          For outdial queues, the only channel type supported is Telephony.

                                                                                                                                                                                                                                                          Contact Routing Settings

                                                                                                                                                                                                                                                          Queue Routing Type

                                                                                                                                                                                                                                                          The supported queue routing types are:

                                                                                                                                                                                                                                                          • Longest Available Agent: Emails are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Email Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                                                                          • Skills Based: Emails are routed to agents based on skill requirements configured in the Webex Connect flow.

                                                                                                                                                                                                                                                            When you select Skills Based as the routing type, two other options appear for you to specify how to route an email when more than one agent with the required skill set is available:

                                                                                                                                                                                                                                                            Longest Available Agent: The email is routed to the agent who has been available for the longest duration.

                                                                                                                                                                                                                                                            Best Available Agent: When you select this setting, the email is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                                                                          You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                                                                          Add Group

                                                                                                                                                                                                                                                          Add an Email Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute emails to more teams as time in queue progresses.

                                                                                                                                                                                                                                                          Advanced Settings

                                                                                                                                                                                                                                                          Service Level Threshold

                                                                                                                                                                                                                                                          Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                                                                          Maximum Time in Queue

                                                                                                                                                                                                                                                          Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                                                                          Time Zone (Routing Strategies Only)

                                                                                                                                                                                                                                                          (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                                                                          View the Details of a Queue or an Outdial Queue

                                                                                                                                                                                                                                                          To view a queue or an outdial queue:
                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Choose Queue or Outdial Queue.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click the ellipsis icon beside a queue and click View. You can view the following details:

                                                                                                                                                                                                                                                          Table 4. Configuration for Channel Type Telephony

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the queue.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optional) Enter a short description for the queue.

                                                                                                                                                                                                                                                          Type

                                                                                                                                                                                                                                                          (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                                                                          Channel Type

                                                                                                                                                                                                                                                          The available channel types are:

                                                                                                                                                                                                                                                          Telephony
                                                                                                                                                                                                                                                          The default channel type.
                                                                                                                                                                                                                                                          Email
                                                                                                                                                                                                                                                          Email channel.
                                                                                                                                                                                                                                                          Chat
                                                                                                                                                                                                                                                          Chat channel.

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          For outdial queues, the only channel type that is supported is Telephony.

                                                                                                                                                                                                                                                          Contact Routing Settings

                                                                                                                                                                                                                                                          If Campaign Management is enabled in the System Profile (see Provisioning), then the Contact Routing Settings section is displayed for the Outdial queues.

                                                                                                                                                                                                                                                          Queue Routing Type

                                                                                                                                                                                                                                                          The supported queue routing types are:

                                                                                                                                                                                                                                                          • Longest Available Agent: Calls are routed to the agent who has been available for the longest time in all teams assigned to the queue in the Call Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                                                                          • Skills Based: Calls are routed to agents based on skill requirements configured in the Flow that is associated with the entry point.

                                                                                                                                                                                                                                                            The Skills Based routing type is available only if your queue is provisioned with Channel Type as Telephony.

                                                                                                                                                                                                                                                            When you select Skills Based as the routing type, two other options appear for you to specify how to route a call when more than one agent with the required skill set is available:

                                                                                                                                                                                                                                                            Longest Available Agent: The call is routed to the agent who has been available for the longest duration.

                                                                                                                                                                                                                                                            Best Available Agent: The call is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                                                                          You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                                                                          Outbound Campaign Enabled

                                                                                                                                                                                                                                                          This toggle button is displayed for outdial queues.

                                                                                                                                                                                                                                                          If the toggle button is enabled, then the Call Distribution and Queue Routing Type fields are displayed. This field cannot be edited later. The Longest Available Agent is the only supported queue routing type for outdial queues.

                                                                                                                                                                                                                                                          Call Distribution

                                                                                                                                                                                                                                                          Add Group

                                                                                                                                                                                                                                                          Add a Call Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute calls to more teams as time in queue progresses.

                                                                                                                                                                                                                                                          Advanced Settings

                                                                                                                                                                                                                                                          Permit Monitoring

                                                                                                                                                                                                                                                          Click Yes or No to specify whether users can monitor the calls.

                                                                                                                                                                                                                                                          This setting is available for the Telephony channel type.

                                                                                                                                                                                                                                                          Permit Recording

                                                                                                                                                                                                                                                          Click Yes or No to specify whether the system can record the calls.

                                                                                                                                                                                                                                                          This setting is available for the Telephony channel type.

                                                                                                                                                                                                                                                          Record All Calls

                                                                                                                                                                                                                                                          This setting is available if you enable Permit Recording.

                                                                                                                                                                                                                                                          Click Yes or No to indicate whether the system can record all the calls for this queue.

                                                                                                                                                                                                                                                          This setting is available for the Telephony channel type.

                                                                                                                                                                                                                                                          Pause/Resume Enabled

                                                                                                                                                                                                                                                          Click Yes or No to specify whether the agents can pause and resume a call recording. For example, the agent can pause call recording while discussing sensitive information from the customer, such as credit card details.

                                                                                                                                                                                                                                                          If you enable the Pause/Resume Enabled feature in the Tenant settings, the system overrides a No setting here. For more information, see Tenant Settings.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Agents can use this feature if your organization administrator enables the Privacy Shield feature in the Webex Contact Center service configuration.

                                                                                                                                                                                                                                                          Recording Pause Duration

                                                                                                                                                                                                                                                          This setting is available if you set Pause/Resume Enabled to Yes.

                                                                                                                                                                                                                                                          This setting specifies the time in seconds, after which the recording resumes automatically.

                                                                                                                                                                                                                                                          This setting is available for the Telephony channel type.

                                                                                                                                                                                                                                                          Service Level Threshold

                                                                                                                                                                                                                                                          Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                                                                          Maximum Time in Queue

                                                                                                                                                                                                                                                          Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                                                                          Default Music in Queue

                                                                                                                                                                                                                                                          Select the name of the audio (.wav) file to play for calls when the calls arrive or wait in the queue. This is the default audio file.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          If Play Music is not configured in the Queue Contact activity, then the default music file is played.

                                                                                                                                                                                                                                                          Time Zone (Routing Strategies Only)

                                                                                                                                                                                                                                                          (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                                                                          Table 5. Configuration for Channel Type Chat

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the queue.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optional) Enter a short description for the queue.

                                                                                                                                                                                                                                                          Type

                                                                                                                                                                                                                                                          (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                                                                          Channel Type

                                                                                                                                                                                                                                                          The channel type is: Chat


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          For outdial queues, the only channel type supported is Telephony.

                                                                                                                                                                                                                                                          Contact Routing Settings

                                                                                                                                                                                                                                                          Queue Routing Type

                                                                                                                                                                                                                                                          The supported queue routing types are:

                                                                                                                                                                                                                                                          • Longest Available Agent: Chats are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Chat Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                                                                          • Skills Based: Chats are routed to agents based on skill requirements configured in the Webex Connect flow.

                                                                                                                                                                                                                                                            When you select Skills Based as the routing type, two other options appear for you to specify how to route a chat when more than one agent with the required skill set is available:

                                                                                                                                                                                                                                                            Longest Available Agent: The chat is routed to the agent who has been available for the longest duration. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                                                                            Best Available Agent: When you select this setting, the chat is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                                                                          You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                                                                          Add Group

                                                                                                                                                                                                                                                          Add a Chat Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute chats to more teams as time in queue progresses.

                                                                                                                                                                                                                                                          Advanced Settings

                                                                                                                                                                                                                                                          Service Level Threshold

                                                                                                                                                                                                                                                          Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                                                                          Maximum Time in Queue

                                                                                                                                                                                                                                                          Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                                                                          Time Zone (Routing Strategies Only)

                                                                                                                                                                                                                                                          (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                                                                          Table 6. Configuration for Channel Type Email

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the queue.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optional) Enter a short description for the queue.

                                                                                                                                                                                                                                                          Type

                                                                                                                                                                                                                                                          (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                                                                          Channel Type

                                                                                                                                                                                                                                                          The channel type is: Email


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          For outdial queues, the only channel type supported is Telephony.

                                                                                                                                                                                                                                                          Contact Routing Settings

                                                                                                                                                                                                                                                          Queue Routing Type

                                                                                                                                                                                                                                                          The supported queue routing types are:

                                                                                                                                                                                                                                                          • Longest Available Agent: Emails are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Email Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                                                                          • Skills Based: Emails are routed to agents based on skill requirements configured in the Webex Connect flow.

                                                                                                                                                                                                                                                            When you select Skills Based as the routing type, two other options appear for you to specify how to route an email when more than one agent with the required skill set is available:

                                                                                                                                                                                                                                                            Longest Available Agent: The email is routed to the agent who has been available for the longest duration.

                                                                                                                                                                                                                                                            Best Available Agent: When you select this setting, the email is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                                                                          You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                                                                          Add Group

                                                                                                                                                                                                                                                          Add an Email Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute emails to more teams as time in queue progresses.

                                                                                                                                                                                                                                                          Advanced Settings

                                                                                                                                                                                                                                                          Service Level Threshold

                                                                                                                                                                                                                                                          Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                                                                          Maximum Time in Queue

                                                                                                                                                                                                                                                          Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                                                                          Time Zone (Routing Strategies Only)

                                                                                                                                                                                                                                                          (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                                                                          Edit a Queue or an Outdial Queue

                                                                                                                                                                                                                                                          To edit a queue or an outdial queue:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Choose Queue or Outdial Queue.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click the ellipsis icon to beside a queue and click Edit.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          You can edit the following fields:


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          You cannot edit some settings. You can edit the Chat Template settings from Cisco Webex Control Hub.

                                                                                                                                                                                                                                                          Table 7. Configuration for Channel Type Telephony

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the queue.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optional) Enter a short description for the queue.

                                                                                                                                                                                                                                                          Type

                                                                                                                                                                                                                                                          (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                                                                          Channel Type

                                                                                                                                                                                                                                                          The available channel types are:

                                                                                                                                                                                                                                                          Telephony
                                                                                                                                                                                                                                                          The default channel type.
                                                                                                                                                                                                                                                          Email
                                                                                                                                                                                                                                                          Email channel.
                                                                                                                                                                                                                                                          Chat
                                                                                                                                                                                                                                                          Chat channel.

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          For outdial queues, the only channel type that is supported is Telephony.

                                                                                                                                                                                                                                                          Contact Routing Settings

                                                                                                                                                                                                                                                          If Campaign Management is enabled in the System Profile (see Provisioning), then the Contact Routing Settings section is displayed for the Outdial queues.

                                                                                                                                                                                                                                                          Queue Routing Type

                                                                                                                                                                                                                                                          The supported queue routing types are:

                                                                                                                                                                                                                                                          • Longest Available Agent: Calls are routed to the agent who has been available for the longest time in all teams assigned to the queue in the Call Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                                                                          • Skills Based: Calls are routed to agents based on skill requirements configured in the Flow that is associated with the entry point.

                                                                                                                                                                                                                                                            The Skills Based routing type is available only if your queue is provisioned with Channel Type as Telephony.

                                                                                                                                                                                                                                                            When you select Skills Based as the routing type, two other options appear for you to specify how to route a call when more than one agent with the required skill set is available:

                                                                                                                                                                                                                                                            Longest Available Agent: The call is routed to the agent who has been available for the longest duration.

                                                                                                                                                                                                                                                            Best Available Agent: The call is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                                                                          You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                                                                          Outbound Campaign Enabled

                                                                                                                                                                                                                                                          This toggle button is displayed for outdial queues.

                                                                                                                                                                                                                                                          If the toggle button is enabled, then the Call Distribution and Queue Routing Type fields are displayed. This field cannot be edited later. The Longest Available Agent is the only supported queue routing type for outdial queues.

                                                                                                                                                                                                                                                          Call Distribution

                                                                                                                                                                                                                                                          Add Group

                                                                                                                                                                                                                                                          Add a Call Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute calls to more teams as time in queue progresses.

                                                                                                                                                                                                                                                          Advanced Settings

                                                                                                                                                                                                                                                          Permit Monitoring

                                                                                                                                                                                                                                                          Click Yes or No to specify whether users can monitor the calls.

                                                                                                                                                                                                                                                          This setting is available for the Telephony channel type.

                                                                                                                                                                                                                                                          Permit Recording

                                                                                                                                                                                                                                                          Click Yes or No to specify whether the system can record the calls.

                                                                                                                                                                                                                                                          This setting is available for the Telephony channel type.

                                                                                                                                                                                                                                                          Record All Calls

                                                                                                                                                                                                                                                          This setting is available if you enable Permit Recording.

                                                                                                                                                                                                                                                          Click Yes or No to indicate whether the system can record all the calls for this queue.

                                                                                                                                                                                                                                                          This setting is available for the Telephony channel type.

                                                                                                                                                                                                                                                          Pause/Resume Enabled

                                                                                                                                                                                                                                                          Click Yes or No to specify whether the agents can pause and resume a call recording. For example, the agent can pause call recording while discussing sensitive information from the customer, such as credit card details.

                                                                                                                                                                                                                                                          If you enable the Pause/Resume Enabled feature in the Tenant settings, the system overrides a No setting here. For more information, see Tenant Settings.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Agents can use this feature if your organization administrator enables the Privacy Shield feature in the Webex Contact Center service configuration.

                                                                                                                                                                                                                                                          Recording Pause Duration

                                                                                                                                                                                                                                                          This setting is available if you set Pause/Resume Enabled to Yes.

                                                                                                                                                                                                                                                          This setting specifies the time in seconds, after which the recording resumes automatically.

                                                                                                                                                                                                                                                          This setting is available for the Telephony channel type.

                                                                                                                                                                                                                                                          Service Level Threshold

                                                                                                                                                                                                                                                          Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                                                                          Maximum Time in Queue

                                                                                                                                                                                                                                                          Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                                                                          Default Music in Queue

                                                                                                                                                                                                                                                          Select the name of the audio (.wav) file to play for calls when the calls arrive or wait in the queue. This is the default audio file.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          If Play Music is not configured in the Queue Contact activity, then the default music file is played.

                                                                                                                                                                                                                                                          Time Zone (Routing Strategies Only)

                                                                                                                                                                                                                                                          (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                                                                          Table 8. Configuration for Channel Type Chat

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the queue.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optional) Enter a short description for the queue.

                                                                                                                                                                                                                                                          Type

                                                                                                                                                                                                                                                          (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                                                                          Channel Type

                                                                                                                                                                                                                                                          The channel type is: Chat


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          For outdial queues, the only channel type supported is Telephony.

                                                                                                                                                                                                                                                          Contact Routing Settings

                                                                                                                                                                                                                                                          Queue Routing Type

                                                                                                                                                                                                                                                          The supported queue routing types are:

                                                                                                                                                                                                                                                          • Longest Available Agent: Chats are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Chat Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                                                                          • Skills Based: Chats are routed to agents based on skill requirements configured in the Webex Connect flow.

                                                                                                                                                                                                                                                            When you select Skills Based as the routing type, two other options appear for you to specify how to route a chat when more than one agent with the required skill set is available:

                                                                                                                                                                                                                                                            Longest Available Agent: The chat is routed to the agent who has been available for the longest duration. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                                                                            Best Available Agent: When you select this setting, the chat is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                                                                          You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                                                                          Add Group

                                                                                                                                                                                                                                                          Add a Chat Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute chats to more teams as time in queue progresses.

                                                                                                                                                                                                                                                          Advanced Settings

                                                                                                                                                                                                                                                          Service Level Threshold

                                                                                                                                                                                                                                                          Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                                                                          Maximum Time in Queue

                                                                                                                                                                                                                                                          Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                                                                          Time Zone (Routing Strategies Only)

                                                                                                                                                                                                                                                          (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                                                                          Table 9. Configuration for Channel Type Email

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the queue.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optional) Enter a short description for the queue.

                                                                                                                                                                                                                                                          Type

                                                                                                                                                                                                                                                          (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                                                                          Channel Type

                                                                                                                                                                                                                                                          The channel type is: Email


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          For outdial queues, the only channel type supported is Telephony.

                                                                                                                                                                                                                                                          Contact Routing Settings

                                                                                                                                                                                                                                                          Queue Routing Type

                                                                                                                                                                                                                                                          The supported queue routing types are:

                                                                                                                                                                                                                                                          • Longest Available Agent: Emails are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Email Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                                                                          • Skills Based: Emails are routed to agents based on skill requirements configured in the Webex Connect flow.

                                                                                                                                                                                                                                                            When you select Skills Based as the routing type, two other options appear for you to specify how to route an email when more than one agent with the required skill set is available:

                                                                                                                                                                                                                                                            Longest Available Agent: The email is routed to the agent who has been available for the longest duration.

                                                                                                                                                                                                                                                            Best Available Agent: When you select this setting, the email is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                                                                          You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                                                                          Add Group

                                                                                                                                                                                                                                                          Add an Email Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute emails to more teams as time in queue progresses.

                                                                                                                                                                                                                                                          Advanced Settings

                                                                                                                                                                                                                                                          Service Level Threshold

                                                                                                                                                                                                                                                          Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                                                                          Maximum Time in Queue

                                                                                                                                                                                                                                                          Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                                                                          Time Zone (Routing Strategies Only)

                                                                                                                                                                                                                                                          (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                                                                          Copy a Queue or an Outdial Queue

                                                                                                                                                                                                                                                          To copy a queue:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Choose Queue or Outdial Queue.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click the ellipsis icon beside a queue and click Copy.

                                                                                                                                                                                                                                                          A copy of the queue page appears. The fields have the same values as the original queue.

                                                                                                                                                                                                                                                          You can save the same queue with a different name or edit the queue.

                                                                                                                                                                                                                                                          You can edit the following details:


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Deactivate an Entry Point or a Queue

                                                                                                                                                                                                                                                          You cannot deactivate an entry point or queue if you associate it with any other entities such as dial numbers or other routing strategy. When you try to deactivate these entry points or queues, you get an error message. Click the information icon at the end of the message to view the list of all the associated entities.

                                                                                                                                                                                                                                                          After you deactivate an entry point or queue, you can still see it in the Entry Points/Queues page as Not Active. Historical reports also display details of the deactivated entry points or queues.

                                                                                                                                                                                                                                                          In the Entry Points/Queues page, you can click the ellipsis icon and then the restore icon to reactivate an entry point or queue.

                                                                                                                                                                                                                                                          To deactivate an entry point or queue:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Choose the type of entry point or queue that you want to deactivate.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click the ellipsis icon beside an entry point or queue and click Mark Inactive.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          Click Yes to confirm.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

                                                                                                                                                                                                                                                          Activate an Entry Point or a Queue

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Choose the type of entry point or queue that you want to activate.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the entry point or queue with the status Not Active and click Restore.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          The status of the entry point or queue changes to Active.

                                                                                                                                                                                                                                                          Sites

                                                                                                                                                                                                                                                          A site is a physical contact center location under the control of your enterprise. For example, enterprise Acme can have sites in Chicago, Manila, and Bangalore with agents to handle customer contacts.

                                                                                                                                                                                                                                                          When you create a site, the system automatically adds a team and a multimedia profile to the new site. You can change the team name and other settings, but cannot change the team type from Capacity based to Agent based. Do not delete the team without adding another team for the new site.

                                                                                                                                                                                                                                                          Create a Site

                                                                                                                                                                                                                                                          To create a site:
                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Site.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click + New Site.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Enter the following details and click Save:

                                                                                                                                                                                                                                                          Settings

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the site.

                                                                                                                                                                                                                                                          Advanced Settings

                                                                                                                                                                                                                                                          Multimedia Profile

                                                                                                                                                                                                                                                          This setting is available, if your administrator enables Multimedia for your enterprise.

                                                                                                                                                                                                                                                          Select a multimedia profile for the site. If you do not assign, the system assigns the Default_Telephony_Profile. For more information, see Multimedia Profiles.

                                                                                                                                                                                                                                                          View the Details of a Site

                                                                                                                                                                                                                                                          To view the details of a site:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Site.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the site that you want to view, and click View.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          You can view the following settings:

                                                                                                                                                                                                                                                          Edit a Site

                                                                                                                                                                                                                                                          To edit a site:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Site.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the site that you want to edit, and click Edit.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          You can edit the following settings. Click Save after you have made the changes:

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Edit the name of the site. Generally, it is the name of the geographical location.

                                                                                                                                                                                                                                                          Advanced Settings

                                                                                                                                                                                                                                                          Status

                                                                                                                                                                                                                                                          Modify the status of the site.

                                                                                                                                                                                                                                                          Multimedia Profile

                                                                                                                                                                                                                                                          Modify the multimedia profile for the site.

                                                                                                                                                                                                                                                          If you do not assign a profile to the site, the system assigns the Default_Telephony_Profile. This setting is available if the administrator has enabled Multimedia for your enterprise. For more information, see Multimedia Profiles.

                                                                                                                                                                                                                                                          Deactivate a Site

                                                                                                                                                                                                                                                          You cannot deactivate a site if agents or active teams are associated with the site. If you try to deactivate such a site, a message informs you that you cannot deactivate the site. You can click the information icon in the message to view the list of entities that are associated with this site.

                                                                                                                                                                                                                                                          If you deactivate a site, you can still see it in the Sites page as Not Active. Historical reports also display details of the deactivated sites.

                                                                                                                                                                                                                                                          To deactivate a site:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Site.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the site you want to deactivate, and click Mark Inactive.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          The status of the site changes to Not Active.

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

                                                                                                                                                                                                                                                          Activate a Site

                                                                                                                                                                                                                                                          To activate a site:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Site.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the site that you want to activate and click Restore.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          The status of the site changes to Active.

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          A team is a group of people who support a specific group of functions. For example, supporting the Gold customers or managing billing, and so on. A team consists of agents and is associated with a specific site.

                                                                                                                                                                                                                                                          Create a team

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Team.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click + New Team.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Enter the following details:

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          Site

                                                                                                                                                                                                                                                          Choose the site from the drop-down list. You can’t edit the site later.

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the team. Use names that indicate the function of the team, such as Billing or Customer Support.

                                                                                                                                                                                                                                                          Type

                                                                                                                                                                                                                                                          Choose a team type:

                                                                                                                                                                                                                                                          • Agent Based: You assign a specific number of agents to the team.

                                                                                                                                                                                                                                                          • Capacity Based: You don’t assign any specific number of agents to the team. You use capacity-based teams for voice mailboxes or agent groups that Webex Contact Center does not manage.

                                                                                                                                                                                                                                                          Advanced Settings

                                                                                                                                                                                                                                                          DN

                                                                                                                                                                                                                                                          Enter the dial number where the system distributes the calls for this team. This setting is applicable only for capacity-based teams.

                                                                                                                                                                                                                                                          Capacity

                                                                                                                                                                                                                                                          If Capacity Based is specified in the Team Type field, specify the maximum number of simultaneous calls that this team can handle.You can specify a maximum of up to 10,000. Calls will be routed toother sites or will be queued after the team capacity has beenreached.

                                                                                                                                                                                                                                                          Priority

                                                                                                                                                                                                                                                          The priority of the team. Currently Cisco doesn’t support this feature.

                                                                                                                                                                                                                                                          Skill Profile

                                                                                                                                                                                                                                                          (Optional) If your organization administrator enables the optional Skills-based Routing feature for your enterprise, you can select a skill profile for this team. For more information, see Skill Profiles.


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • As an administrator, you can update the skill profile of agents. These changes are applied to all relevant agents without the need for these agents to sign out and sign in again to the Desktop.

                                                                                                                                                                                                                                                          • You can’t assign this setting to a capacity-based team.

                                                                                                                                                                                                                                                          Multimedia Profile

                                                                                                                                                                                                                                                          (Optional) If your organization administrator enables Multimedia for your enterprise, you can select a multimedia profile for this team. For more information, see Multimedia Profiles. This profile overrides the multimedia profile that you assign to the site of this team.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          You can’t assign this profile to a capacity-based team.

                                                                                                                                                                                                                                                          Agents

                                                                                                                                                                                                                                                          From the drop-down list, choose the agents you want to add to the team. You can assign only the agents that your organization administrator configures for your enterprise. For more information, see View the Details of a User.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          You can’t assign this profile to a capacity-based team.

                                                                                                                                                                                                                                                          Desktop Layout

                                                                                                                                                                                                                                                          (Optional) For agent-based teams, choose a desktop layout from the drop-down list. To create a desktop layout for agent-based teams, see Create a Desktop Layout.


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • If the team uses an unmodified layout, the new layout-based features appear automatically on the Desktop. The Desktop users can view the new layout-based features when they sign in or reload the browser.

                                                                                                                                                                                                                                                          • This setting is not applicable for a capacity-based team.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          Click Save.

                                                                                                                                                                                                                                                          View a team

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Team.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the team that you want to view, and click View. You can view all of the configured details.

                                                                                                                                                                                                                                                          Edit a team

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Team.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the team that you want to edit, and click Edit. You can edit the following settings:

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          Site

                                                                                                                                                                                                                                                          Displays the site chosen for creating a team. This field cannot be edited.

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the team. Use names that indicate the function of the team, such as Billing or Customer Support.

                                                                                                                                                                                                                                                          Type

                                                                                                                                                                                                                                                          Choose a team type:

                                                                                                                                                                                                                                                          • Agent Based: You assign a specific number of agents to the team.

                                                                                                                                                                                                                                                          • Capacity Based: You don’t assign any specific number of agents to the team. You use capacity-based teams for voice mailboxes or agent groups that Webex Contact Center does not manage.

                                                                                                                                                                                                                                                          Advanced Settings

                                                                                                                                                                                                                                                          DN

                                                                                                                                                                                                                                                          Enter the dial number where the system distributes the calls for this team. This setting is applicable only for capacity-based teams.

                                                                                                                                                                                                                                                          Priority

                                                                                                                                                                                                                                                          The priority of the team. Currently Cisco doesn’t support this feature.

                                                                                                                                                                                                                                                          Skill Profile

                                                                                                                                                                                                                                                          (Optional) If your organization administrator enables the optional Skills-based Routing feature for your enterprise, you can select a skill profile for this team. For more information, see Skill Profiles.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          As an administrator, you can update the skill profile of agents. These changes are applied to all relevant agents without the need for these agents to sign out and sign in again to the Desktop.

                                                                                                                                                                                                                                                          Multimedia Profile

                                                                                                                                                                                                                                                          (Optional) If your organization administrator enables Multimedia for your enterprise, you can select a multimedia profile for this team. For more information, see Multimedia Profiles. This profile overrides the multimedia profile that you assign to the site of this team.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          You can’t assign this profile to a capacity-based team.

                                                                                                                                                                                                                                                          Agents

                                                                                                                                                                                                                                                          From the drop-down list, choose the agents you want to add to the team. You can assign only the agents that your organization administrator configures for your enterprise. For more information, see View the Details of a User.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          You can’t assign this profile to a capacity-based team.

                                                                                                                                                                                                                                                          Desktop Layout

                                                                                                                                                                                                                                                          (Optional) For agent-based teams, choose a desktop layout from the drop-down list. To create a desktop layout for agent-based teams, see Create a Desktop Layout.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          If the team uses an unmodified layout, the new layout-based features appear automatically on the Desktop. The Desktop users can view the new layout-based features when they sign in or reload the browser.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Save.

                                                                                                                                                                                                                                                          Deactivate a team

                                                                                                                                                                                                                                                          You cannot deactivate teams associated with agents or active routing strategies. When you try to deactivate such teams, Management Portal displays a message that the team cannot be deactivated. You can click the information icon in the message to view the list of entities associated with a team.

                                                                                                                                                                                                                                                          If you deactivate a team, you still see the Teams page as Not Active. Historical reports also display details of deactivated teams.

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Team.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the team that you want to deactivate, and click Mark Inactive.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          The status of the team changes to Not Active.

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

                                                                                                                                                                                                                                                          Activate a Team

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Team.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the team that you want to activate and click Restore.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          The status of the team changes to Active.

                                                                                                                                                                                                                                                          Users

                                                                                                                                                                                                                                                          Users of a contact center are agents, supervisors, and managers. A user profile defines a user's access privileges for the Management Portal. Management Portal modules provide users with real-time visibility and control over resources for which they are responsible.

                                                                                                                                                                                                                                                          An agent user account must include a user profile granting access to the Agent Desktop module, and must include a desktop profile, as described in Desktop Profiles. Agents use the Webex Contact Center Desktop to manage customer interactions and supervisors to manage supervisor capabilities.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          You can create and delete users through Control Hub.

                                                                                                                                                                                                                                                          Management Portal synchronizes users with contact center licenses from Control Hub, irrespective of their status.

                                                                                                                                                                                                                                                          By default, you are shown only active users. To view inactive users, check the Show Inactive Users check box.

                                                                                                                                                                                                                                                          View the Details of a User

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Users.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          To view the details of a user, click the ellipsis icon beside the first name, and then click View.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          You can search users using one of the following parameters:

                                                                                                                                                                                                                                                          • First Name

                                                                                                                                                                                                                                                          • Last Name

                                                                                                                                                                                                                                                          • Email

                                                                                                                                                                                                                                                          The search results display 20 users per page. Enter any three characters in the Search box. The search results display the users that match the search criteria. Follow one of these steps to navigate the user list page:

                                                                                                                                                                                                                                                          • Click Next to navigate to the next page.

                                                                                                                                                                                                                                                          • Click Last to navigate to the last page.

                                                                                                                                                                                                                                                          • Click Previous to navigate to the previous page.

                                                                                                                                                                                                                                                          • Click First to navigate to the first page.

                                                                                                                                                                                                                                                          You can view the following details of the user:

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          Username

                                                                                                                                                                                                                                                          The name the user uses to log in to the Webex Contact Center Management Portal.

                                                                                                                                                                                                                                                          First Name

                                                                                                                                                                                                                                                          The first name of the user.

                                                                                                                                                                                                                                                          Last Name

                                                                                                                                                                                                                                                          The last name of the user.

                                                                                                                                                                                                                                                          Email

                                                                                                                                                                                                                                                          The email address of the user.

                                                                                                                                                                                                                                                          Work

                                                                                                                                                                                                                                                          The work phone number of the user.

                                                                                                                                                                                                                                                          Mobile

                                                                                                                                                                                                                                                          The mobile phone number of the user. The system displays the number as a string without dashes; for example, 4155551212.

                                                                                                                                                                                                                                                          User Profile

                                                                                                                                                                                                                                                          The profile of the user. For more information, see Manage a User Profile.

                                                                                                                                                                                                                                                          Contact Center Enabled

                                                                                                                                                                                                                                                          The setting to access the Agent Desktop and handle customer requests.

                                                                                                                                                                                                                                                          Status

                                                                                                                                                                                                                                                          The status of the user.

                                                                                                                                                                                                                                                          Agent Settings

                                                                                                                                                                                                                                                          Site

                                                                                                                                                                                                                                                          The site of the agent. For more information, see Create a Site.

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          The teams to which the agent belongs. For more information, see Create a team


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          If a user doesn't belong to any team, then the user is a supervisor.

                                                                                                                                                                                                                                                          If a user belongs to any team, then the user is both a supervisor and an agent.

                                                                                                                                                                                                                                                          Skill Profile

                                                                                                                                                                                                                                                          The skill profile of the agent.

                                                                                                                                                                                                                                                          This feature is available if your administrator has enabled the optional Skills-Based Routing feature for your enterprise. This profile overrides any skill profile at the team level that is associated with the agent. For more information, see Skill Profiles.

                                                                                                                                                                                                                                                          Desktop Profile

                                                                                                                                                                                                                                                          The profile of the agent. For more information, see Desktop Profiles.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          An agent can belong to several teams, but can have only one desktop profile.

                                                                                                                                                                                                                                                          Multimedia Profile

                                                                                                                                                                                                                                                          The multimedia profile of the agent.

                                                                                                                                                                                                                                                          This feature is available if your administrator enables the optional Multimedia feature for your enterprise. This profile overrides the multimedia profile of the team that the agent uses to sign in to the Desktop. For more information, see Multimedia Profiles.

                                                                                                                                                                                                                                                          External ID

                                                                                                                                                                                                                                                          Agent identification details, such as the employee number.

                                                                                                                                                                                                                                                          Default DN

                                                                                                                                                                                                                                                          The dial number of the agent.

                                                                                                                                                                                                                                                          The dial number can be in one of the following formats:

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

                                                                                                                                                                                                                                                            Example: +11234567890

                                                                                                                                                                                                                                                          • IDD (International Direct Dialing) format: [IDD][Country Code][Number]

                                                                                                                                                                                                                                                            Example: 01161123456789

                                                                                                                                                                                                                                                          Edit a User

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Users.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          To edit the details of a user, click the ellipsis button next to the first name of the user and then click Edit. You can edit the following settings:

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          Username

                                                                                                                                                                                                                                                          Enter the name that the user uses to log in to the Webex Contact Center system. The username must be a valid email address. You can’t edit this setting.

                                                                                                                                                                                                                                                          First Name

                                                                                                                                                                                                                                                          Enter the first name of the user.

                                                                                                                                                                                                                                                          Last Name

                                                                                                                                                                                                                                                          Enter the last name of the user.

                                                                                                                                                                                                                                                          Email

                                                                                                                                                                                                                                                          Optionally, enter the email address of the user.

                                                                                                                                                                                                                                                          Agent Settings

                                                                                                                                                                                                                                                          External ID

                                                                                                                                                                                                                                                          Optionally, enter another means of identifying the agent, such as an employee number.

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          Country

                                                                                                                                                                                                                                                          Edit the country in which the user resides.

                                                                                                                                                                                                                                                          State

                                                                                                                                                                                                                                                          Edit the state in which the user resides.

                                                                                                                                                                                                                                                          City

                                                                                                                                                                                                                                                          Edit the city in which the user resides.

                                                                                                                                                                                                                                                          Street

                                                                                                                                                                                                                                                          Edit the street in which the user resides.

                                                                                                                                                                                                                                                          Work

                                                                                                                                                                                                                                                          Edit the work phone number of the user.

                                                                                                                                                                                                                                                          Mobile

                                                                                                                                                                                                                                                          Edit the mobile phone number of the user.

                                                                                                                                                                                                                                                          Zip Code

                                                                                                                                                                                                                                                          Edit the postal code of the user.

                                                                                                                                                                                                                                                          User Profile

                                                                                                                                                                                                                                                          Edit the profile of the user. For more information, see Manage a User Profile.

                                                                                                                                                                                                                                                          Contact Center Enabled

                                                                                                                                                                                                                                                          Click On to provide the user access to Agent Desktop.

                                                                                                                                                                                                                                                          Status

                                                                                                                                                                                                                                                          Edit the status of the user.

                                                                                                                                                                                                                                                          Supervisor Settings

                                                                                                                                                                                                                                                          Primary Team

                                                                                                                                                                                                                                                          Edit the team for the supervisor.

                                                                                                                                                                                                                                                          Agent Settings

                                                                                                                                                                                                                                                          Site

                                                                                                                                                                                                                                                          The site of the agent. For more information, see Create a Site.

                                                                                                                                                                                                                                                          Ensure that the following conditions are met when you change the site of a user:

                                                                                                                                                                                                                                                          • The agent isn’t signed in to the Agent Desktop when the site is changed. You can sign out the agent explicitly or change the site during a scheduled maintenance.

                                                                                                                                                                                                                                                          • If the site attribute is changed while an agent is signed in, the agent experiences errors and unexpected desktop behavior.

                                                                                                                                                                                                                                                          When you change the site:

                                                                                                                                                                                                                                                          • The team assigned to the agent is automatically reset. You must assign a new team to the agent.

                                                                                                                                                                                                                                                          • The desktop profileis reset if its parent type attribute is Site. The desktop profile isn’t reset if its parent type attribute is Tenant.

                                                                                                                                                                                                                                                          • The agent can't see the data that is related to the previously assigned site in the Agent Performance Statistics Reports on the Agent Desktop.

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          The teams to which the agent belongs. To assign the agent to one or more teams, choose the teams from the drop-down list.

                                                                                                                                                                                                                                                          Skill Profile

                                                                                                                                                                                                                                                          Edit the skill profile of the agent. Choose a profile from the drop-down list.

                                                                                                                                                                                                                                                          This feature is available if your administrator enables the optional Skills-Based Routing feature for your enterprise. This profile overrides any skill profile at the team level that is associated with the agent. For more information, see Skill Profiles.

                                                                                                                                                                                                                                                          Desktop Profile

                                                                                                                                                                                                                                                          Edit the profile of the agent. Choose a profile from the drop-down list. For more information, see Desktop Profiles.

                                                                                                                                                                                                                                                          Note: An agent can belong to several teams, but has a single desktop profile.

                                                                                                                                                                                                                                                          Multimedia Profile

                                                                                                                                                                                                                                                          Edit the multimedia profile of the agent. Choose a profile from the drop-down list.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          You can't assign custom multimedia profiles to standard agents. This field is grayed out by default when you choose a standard agent.

                                                                                                                                                                                                                                                          This feature is available if your administrator enables the optional Multimedia feature for your enterprise. This profile overrides the multimedia profile of the team that the agent uses to log in to the Agent Desktop. For more information, see Multimedia Profiles.

                                                                                                                                                                                                                                                          Default DN

                                                                                                                                                                                                                                                          (Optional) Edit the dial number of the agent. If a dial number isn’t specified for the agent, you can add a dial number.

                                                                                                                                                                                                                                                          Enter the dial number in one of the following formats:

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

                                                                                                                                                                                                                                                            Example: +11234567890

                                                                                                                                                                                                                                                          • IDD (International Direct Dialing) format: [IDD][Country Code][Number]

                                                                                                                                                                                                                                                            Example: 01161123456789

                                                                                                                                                                                                                                                          External ID

                                                                                                                                                                                                                                                          (Optional) Edit the identification details of the agent, such as the employee number.

                                                                                                                                                                                                                                                          You can edit the following settings from Cisco Webex Control Hub:

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          Username

                                                                                                                                                                                                                                                          The name that the user uses to log in to Management Portal.

                                                                                                                                                                                                                                                          First Name

                                                                                                                                                                                                                                                          The first name of the user.

                                                                                                                                                                                                                                                          Last Name

                                                                                                                                                                                                                                                          The last name of the user.

                                                                                                                                                                                                                                                          Email

                                                                                                                                                                                                                                                          The email address of the user.

                                                                                                                                                                                                                                                          Export Items Provisioned for a User

                                                                                                                                                                                                                                                          To export the details of the items that you have provisioned for a user:
                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Users.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside a username and click Excel or PDF. The report contains details of the following items:

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Active Inbound Entry Point Details

                                                                                                                                                                                                                                                          The details of the entry points that you map to the user.

                                                                                                                                                                                                                                                          Outdial Entry Points

                                                                                                                                                                                                                                                          The details of outdial entry points that you map to the user.

                                                                                                                                                                                                                                                          Inbound Queues

                                                                                                                                                                                                                                                          The details of inbound queues that you map to the user.

                                                                                                                                                                                                                                                          Outdial Queues

                                                                                                                                                                                                                                                          The details of outdial queues that you map to the user.

                                                                                                                                                                                                                                                          Sites

                                                                                                                                                                                                                                                          The details of the sites that you map to the user.

                                                                                                                                                                                                                                                          Teams

                                                                                                                                                                                                                                                          The details of the teams that you map to the user.

                                                                                                                                                                                                                                                          Agents

                                                                                                                                                                                                                                                          The details of the agents that you map to the user.

                                                                                                                                                                                                                                                          Revoke API Key for a User

                                                                                                                                                                                                                                                          To revoke API key for a user:
                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Users.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the required user and click Revoke API Key.

                                                                                                                                                                                                                                                          A message appears that you have successfully revoked the API Key for the user.

                                                                                                                                                                                                                                                          If you do not map an API key to the profile of that user, an error message appears that the user does not have an API key.

                                                                                                                                                                                                                                                          Update and Upload Agent Template

                                                                                                                                                                                                                                                          To upload the details of multiple agents simultaneously:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Users.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          To download the template, click the Export as CSV () icon.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Bulk Update () icon.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          Browse the Agent Update template from your local system and choose the template.

                                                                                                                                                                                                                                                          5

                                                                                                                                                                                                                                                          Click Upload.

                                                                                                                                                                                                                                                          6

                                                                                                                                                                                                                                                          (Optional) Check the status of the upload from Bulk Operations Status in Provisioning.

                                                                                                                                                                                                                                                          User Profiles

                                                                                                                                                                                                                                                          User profiles determine the features accessible to a user in Cisco Contact Center.

                                                                                                                                                                                                                                                          Manage a User Profile

                                                                                                                                                                                                                                                          To create a user profile:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > User Profiles.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the + New User Profile.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Enter the details in the following tabs and click Save in each tab.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          From the User Profiles page, you can also do the following:

                                                                                                                                                                                                                                                          • To view the settings for a profile, click the ellipsis beside the user profile that you want to view, and click View.

                                                                                                                                                                                                                                                          • To edit the settings for a profile, click the ellipsis icon beside the user profile that you want to edit, and click Edit. Modify the settings and click Save.

                                                                                                                                                                                                                                                          • To export the settings for a profile, click the button to the left of the user profile and click Excel or PDF.

                                                                                                                                                                                                                                                          • To revoke the API key for the profile, click the button to the left of the user profile and click Revoke API Key.

                                                                                                                                                                                                                                                          General Settings

                                                                                                                                                                                                                                                          When you configure a new user profile or edit an existing user profile, you can change the following settings in the General Settings tab.

                                                                                                                                                                                                                                                          Parameter

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the user profile.

                                                                                                                                                                                                                                                          When you copy a user profile, the system appends the words copy_of before the name of the original user profile. You can keep the same name or edit it as per your requirement.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optional) Enter a description for the profile.

                                                                                                                                                                                                                                                          Profile Type

                                                                                                                                                                                                                                                          Choose a type to determine the privilege level for this profile.

                                                                                                                                                                                                                                                          For Management Portal, generic profile and module mapping are:

                                                                                                                                                                                                                                                          • Standard Agent—Has access to Desktop module.

                                                                                                                                                                                                                                                          • Premium Agent—Has access to Desktop and Multimedia module.

                                                                                                                                                                                                                                                          • Supervisor—Has access to all modules but can't manage tenants in the Provisioning module.

                                                                                                                                                                                                                                                          • Administrator—Has access to all modules.

                                                                                                                                                                                                                                                          • Administration Only—Has access to the Provisioning, Routing Strategy, and Call Recording modules.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Multimedia mode access to Standard Agent is only applicable if you have subscribed to Flex 3.0 plan. For more information, refer to Flex 3.0 Contact Center Ordering Guide.

                                                                                                                                                                                                                                                          You can’t edit the profile type later.

                                                                                                                                                                                                                                                          Status

                                                                                                                                                                                                                                                          You can view and change this setting only when you edit or copy a user profile.

                                                                                                                                                                                                                                                          Module Settings

                                                                                                                                                                                                                                                          You can use user profiles to control access to Management Portal. The Module Settings tab allows you to specify permissions to the Management Portal modules. You can set module access when you create a new user profile, or edit or copy an existing user profile.

                                                                                                                                                                                                                                                          The Module Access has the following options:

                                                                                                                                                                                                                                                          If you click All for Module Access, then the user profile can access all of the modules. Click Specific if you want to provide the user access to selected modules only.

                                                                                                                                                                                                                                                          You can specify access to the following specific modules.

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Additional Supervisory Features

                                                                                                                                                                                                                                                          Allows the administrator to manage additional supervisory features for the agents.

                                                                                                                                                                                                                                                          To enable the following setting, click the toggle button:

                                                                                                                                                                                                                                                          • Send Messages: Allows the supervisor to send a message to an agent from the Team Performance Details page.

                                                                                                                                                                                                                                                          • Change Agent States: Allows the supervisor to change the agent state from the Team Performance Details page.

                                                                                                                                                                                                                                                          Agent Desktop

                                                                                                                                                                                                                                                          Allows the user to access the Desktop.

                                                                                                                                                                                                                                                          Call Monitoring

                                                                                                                                                                                                                                                          Allows the user to silently monitor the quality of service that is delivered to customers across multisource contact centers. The user can silently monitor a selected queue, team, site, or agent if you enable Call Monitoring for the user.

                                                                                                                                                                                                                                                          To enable the following settings, click the toggle button:

                                                                                                                                                                                                                                                          • Whisper Coach: Allows the user who is monitoring the call to speak to the agent (who is handling the call), without the customer hearing the conversation.

                                                                                                                                                                                                                                                          • Restricted Monitor Only: Prevents the user from viewing and editing monitoring schedules that the user did not create.

                                                                                                                                                                                                                                                          • View Blind Monitor Requests: Allows the user to view blind monitoring requests of other users.

                                                                                                                                                                                                                                                          Call Recording

                                                                                                                                                                                                                                                          Allows the user to record any active Webex Contact Center call. The user can select the call from a queue, team, site, or agent, and specify the duration for which to record the call.

                                                                                                                                                                                                                                                          Multimedia

                                                                                                                                                                                                                                                          Allows authorized users to choose a multimedia profile for the user, that includes all types of media such as voice, chat, email, and social. If Multimedia is not enabled, when you edit the user's details via Provisioning > Users, the Multimedia Profile drop-down list displays only the default telephony profile.

                                                                                                                                                                                                                                                          Users who have subscribed to Flex 3.0 plan can access the following:

                                                                                                                                                                                                                                                          • Digital Channels - Access to chat and email only

                                                                                                                                                                                                                                                          • Social Channels - Access to social integrations


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Users with Standard Agent user profile have access to Digital Channels only.

                                                                                                                                                                                                                                                          Provisioning

                                                                                                                                                                                                                                                          Provides the user access to the Provisioning module. The user can perform provisioning activities for the enterprise only if you select Edit in the Provisioning drop-down list. You can control access for an administrator user to perform the following provisioning activities for the enterprise:

                                                                                                                                                                                                                                                          • Manage Entry Points/Queues: Allows the user to manage Webex Contact Center entry points and queues.

                                                                                                                                                                                                                                                          • Manage Sites: Allows the user to manage Webex Contact Center sites.

                                                                                                                                                                                                                                                          • Manage Teams: Allows the user to manage Webex Contact Center teams.

                                                                                                                                                                                                                                                          • Manage Users: Allows the user to manage Webex Contact Center users.

                                                                                                                                                                                                                                                          • Manage User Profiles: Allows the user to manage Webex Contact Center user profiles.

                                                                                                                                                                                                                                                          • Entry PointDN Mappings: Allows the user to map DNs to entry points.

                                                                                                                                                                                                                                                          • Manage Dial Plans: Allows the user to create and edit dial plans.

                                                                                                                                                                                                                                                          • Audit Trail: Allows the user to access the Audit Trail interface. This interface allows users to view details of the provisioning changes for the enterprise.

                                                                                                                                                                                                                                                          • Branding: Provides the user access to the Custom Theme settings on the Management Portal landing page. The user can customize the banner color and images on the Management Portal pages.

                                                                                                                                                                                                                                                          • Manage Tenants: Allows the user to edit some of the tenant settings.

                                                                                                                                                                                                                                                          • Revoke API Key: Allows the user to revoke the API key of a Webex Contact Center user.

                                                                                                                                                                                                                                                          • Manage Desktop profiles: Allows the user to manage desktop profiles.

                                                                                                                                                                                                                                                          • Manage Skill Definitions: Allows the user to manage skill definitions.

                                                                                                                                                                                                                                                          • Manage Skill Profiles: Allows the user to manage skill profiles.

                                                                                                                                                                                                                                                          • Mange Work Types : Allows the user to manage work types.

                                                                                                                                                                                                                                                          • Manage Auxilliary Codes: Allows the user to manage auxilliary codes.

                                                                                                                                                                                                                                                          • Manage Outdial ANIs: Allows the user to manage Outdial ANIs.

                                                                                                                                                                                                                                                          • Manage Desktop Layout : Allows the user to manage desktop layouts.

                                                                                                                                                                                                                                                          • Manage Multimedia Profile: Allows the user to manage multimedia profiles.

                                                                                                                                                                                                                                                          • Manage Address Books: Allows the user to manage address books.

                                                                                                                                                                                                                                                          Recording Management

                                                                                                                                                                                                                                                          Provides access to the Recording Management module, which allows the user to search for and play audio files recorded through the Webex Contact Center Call Recording feature. You can enable the following permissions to the Recording Management module:

                                                                                                                                                                                                                                                          • Tags: Allows the user to access the Tags tab to view, create, and edit tags that can be assigned to audio files. You can use these tags as search criteria.

                                                                                                                                                                                                                                                          • Security Keys: Allows the user to access the Security Keys tab to view and change the schedule for generating security key pairs.

                                                                                                                                                                                                                                                          This setting allows Supervisors to access Quality Management widget through Desktop.

                                                                                                                                                                                                                                                          Reporting and Analytics

                                                                                                                                                                                                                                                          Provides access to the Reporting and Analytics module. The Reporting and Analytics module allows the user to segment, profile, and visualize the data in contact center systems. This module also helps to identify the key variables that impact productivity and desired business outcomes. Users can configure and modify the Analyzer schemas using this module.

                                                                                                                                                                                                                                                          You can provide the user access to Business Rules if you have enabled View or Edit permissions for the Reporting and Analytics module. Business Rules enable the user to incorporate customer data into the Webex Contact Center environment for custom routing and other generic implementation.

                                                                                                                                                                                                                                                          Routing Resources

                                                                                                                                                                                                                                                          Provides you access to the web-based user interface for managing and configuring call handling strategies.

                                                                                                                                                                                                                                                          You can create and schedule global call routing and team capacity strategies and alter them in real-time in response to changes in business dynamics.

                                                                                                                                                                                                                                                          You can enable the following permissions to the Routing Strategy module:

                                                                                                                                                                                                                                                          • Manage Call Flow Scripts: Allows you to upload and update call control scripts. A control script defines how calls are handled.

                                                                                                                                                                                                                                                          • Manage Flows: Allows you to create and manage flows. A flow defines how you handle the calls.

                                                                                                                                                                                                                                                          • Manage Audio Files: Allows you to upload and update media resources such as audio-on-hold files for use in routing strategies. Resource files with .wav, .ulaw, .au, .php, and .xml extensions are supported along with other formats, depending on how the tenant’s system is configured.

                                                                                                                                                                                                                                                          Provides you access to the Flow Control module based on the option selected such as None, View, and Edit. You can provide the user access to Manage Call Flow Scripts and if you have enabled the View or Edit permission for the Routing Strategy module.

                                                                                                                                                                                                                                                          • View: If you set Routing Strategy to View, the portal provides only the Open option in the flows table.


                                                                                                                                                                                                                                                             

                                                                                                                                                                                                                                                            When this configuration is set to View, the Copy and Delete options are not provided in the Flows tab even when you set the Manage Call Flow Scripts toggle to On.

                                                                                                                                                                                                                                                          • Edit: If you set Routing Strategy to Edit, you can configure the following settings:

                                                                                                                                                                                                                                                            • Using this toggle, you can either enable or disable access to the Flow Control module.

                                                                                                                                                                                                                                                              If you disable the permission in the portal for a user, then the portal blocks the Flow Control module to load by stating- "Flow access denied - You do not have permission to edit flows for your organization".

                                                                                                                                                                                                                                                              If you enable the permission in the portal for a user, then the portal allows such user to work with the Flow Control module.

                                                                                                                                                                                                                                                            • Allows you to upload and update media resources such as audio-on-hold files for use in routing strategies. Resource files with .wav, .ulaw, .au, .php, and .xml extensions are supported along with other formats, depending on how the tenant’s system is configured.

                                                                                                                                                                                                                                                          Workforce Optimization

                                                                                                                                                                                                                                                          Allows supervisor to access the workforce optimization features to manage human resources. Supervisors can proactively analyze and manage resources for optimizing service levels.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          The availability of workforce optimization features depends on your license.

                                                                                                                                                                                                                                                          Access Rights

                                                                                                                                                                                                                                                          You can configure the following settings from the Access Rights tab when you configure a new user profile or edit an existing user profile:

                                                                                                                                                                                                                                                          • Entry Points

                                                                                                                                                                                                                                                          • Queues

                                                                                                                                                                                                                                                          • Sites

                                                                                                                                                                                                                                                          • Teams

                                                                                                                                                                                                                                                          From the drop-down list, choose the specific entities that the user can access. You can choose All to provide access to all entities of that type.

                                                                                                                                                                                                                                                          View the Details of a User Profile

                                                                                                                                                                                                                                                          To view the details of a user profile:
                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > User Profiles.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside a user profile and click View.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          You can view the following details:

                                                                                                                                                                                                                                                          Edit a User Profile

                                                                                                                                                                                                                                                          To edit a user profile:
                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > User Profiles.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside a user profile that you want to edit and click Edit.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          You can edit the details in the following tabs and click Save in each tab:

                                                                                                                                                                                                                                                          Deactivate a User Profile

                                                                                                                                                                                                                                                          Before you begin

                                                                                                                                                                                                                                                          Ensure that you do not associate the user profile to any entity before you deactivate the user profile.

                                                                                                                                                                                                                                                          To deactivate a user profile:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > User Profiles.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside a user profile and click Mark Inactive.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          The status of the user profile changes to Not Active.

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

                                                                                                                                                                                                                                                          Activate a User Profile

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > User Profiles.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the user profile that you want to activate and click Restore.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          The status of the user profile changes to Active.

                                                                                                                                                                                                                                                          Copy a User Profile

                                                                                                                                                                                                                                                          You can copy an existing user profile, update the details, and save the profile with a different name.

                                                                                                                                                                                                                                                          To copy a user profile:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > User Profiles.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside a user profile that you want to copy, and click Copy.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Enter the details in the following tabs and click Save in each tab.

                                                                                                                                                                                                                                                          Work Types

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

                                                                                                                                                                                                                                                          Create a Work Type

                                                                                                                                                                                                                                                          To create a work type:

                                                                                                                                                                                                                                                          1

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

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click + New Work Type.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Enter the following details and click Save:

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the work type.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optional) Enter a description of the work type.

                                                                                                                                                                                                                                                          Type

                                                                                                                                                                                                                                                          Specify the type of auxiliary code to associate with the work type.

                                                                                                                                                                                                                                                          Edit a Work Type

                                                                                                                                                                                                                                                          To edit a work type:

                                                                                                                                                                                                                                                          1

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

                                                                                                                                                                                                                                                          2

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

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Edit the name for the work type.

                                                                                                                                                                                                                                                          Status

                                                                                                                                                                                                                                                          You cannot edit the status. It can only be changed if the Restore option is used.

                                                                                                                                                                                                                                                          You cannot assign an inactive work type to an auxiliary code.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optionally) Edit the description of the work type.

                                                                                                                                                                                                                                                          Type

                                                                                                                                                                                                                                                          Specifies the type of auxiliary code. You cannot edit this setting.

                                                                                                                                                                                                                                                          Deactivate a Work Type

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

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

                                                                                                                                                                                                                                                          To deactivate a work type:

                                                                                                                                                                                                                                                          1

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

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the work type that you want to deactivate and click Mark Inactive.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          The status of the work type changes to Not Active.

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

                                                                                                                                                                                                                                                          Activate a Work Type

                                                                                                                                                                                                                                                          To activate a work type:

                                                                                                                                                                                                                                                          1

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

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the work type that you want to activate and click Restore.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          The status of the work type changes to Active.

                                                                                                                                                                                                                                                          Auxiliary Codes

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

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

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


                                                                                                                                                                                                                                                           

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

                                                                                                                                                                                                                                                          Create Idle or Wrap-Up Codes

                                                                                                                                                                                                                                                          To create an idle or wrap-up code:

                                                                                                                                                                                                                                                          1

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

                                                                                                                                                                                                                                                          The Aux Codes Idle Codes page appears. To view the list of wrap-up codes, click Wrap Up Codes at the top of the page.
                                                                                                                                                                                                                                                          2

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

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Enter the following details and click Save.

                                                                                                                                                                                                                                                          Is System Auxiliary Code

                                                                                                                                                                                                                                                          Click Yes or No to indicate whether this is the system code. System auxiliary codes are used by the multimedia subsystem.

                                                                                                                                                                                                                                                          Status

                                                                                                                                                                                                                                                          Displayed on the View and Edit pages to specify whether the code is Active or Not Active.

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter the code name.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optional) Enter a description of the code.

                                                                                                                                                                                                                                                          Is Default

                                                                                                                                                                                                                                                          Click Yes or No to indicate whether this is the default code.

                                                                                                                                                                                                                                                          • If this is the first idle or wrap-up code for your organization, you must make it the default. You can modify it later after you create more codes.

                                                                                                                                                                                                                                                          • When you make a code default, the system overrides the existing default code. At one point, there can be only one default code each for Idle and wrap-up.

                                                                                                                                                                                                                                                          You must assign the default idle and wrap-up codes in desktop profiles. For more information, see Desktop Profiles.

                                                                                                                                                                                                                                                          • The default wrap-up code is used when the agent’s profile specifies Auto Wrap Up. These agents do not enter wrap-up codes. Instead, they automatically go into the Available state after completing an incoming call and automatically go into the Idle state after making an outdial call.

                                                                                                                                                                                                                                                          • The default idle code is used when the agent initially logs in and after the agent makes an outdial call if the agent’s profile specifies Auto wrap-up.

                                                                                                                                                                                                                                                          Work Type

                                                                                                                                                                                                                                                          Select the work type that you want to associate with this code.

                                                                                                                                                                                                                                                          Edit Idle or Wrap-Up Codes

                                                                                                                                                                                                                                                          1

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

                                                                                                                                                                                                                                                          2

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

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Enter the following details and click Save.

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter the code name.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optional) Enter a description of the code.

                                                                                                                                                                                                                                                          Is Default

                                                                                                                                                                                                                                                          Click Yes or No to indicate whether this code is the default code.

                                                                                                                                                                                                                                                          • If this code is the first idle or wrap-up code that you create, you must make it the default code. You can modify it later after you create other codes.

                                                                                                                                                                                                                                                          You must include the default idle and wrap-up codes in desktop profiles. For more information, see Desktop Profiles.

                                                                                                                                                                                                                                                          • The system uses the default wrap-up code when the profile of the agent specifies Auto Wrap Up. These agents do not enter wrap-up codes. Instead, they automatically go into the Available state after completing an incoming call and automatically go into the Idle state after making an outdial call.

                                                                                                                                                                                                                                                          • The system uses the default idle code when the desktop profile has Auto Wrap enabled.

                                                                                                                                                                                                                                                          Is System Auxiliary Code

                                                                                                                                                                                                                                                          Click Yes or No to indicate whether this code is the system code. The multimedia subsystem uses the System auxiliary codes.

                                                                                                                                                                                                                                                          Work Type

                                                                                                                                                                                                                                                          Select the work type that you want to associate with this code.

                                                                                                                                                                                                                                                          Delete Idle or Wrap-up Codes

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

                                                                                                                                                                                                                                                          1

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

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the idle or wrap-up code and click Mark Inactive.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          The status of the idle or wrap-up code changes to Not Active.

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

                                                                                                                                                                                                                                                          Desktop Profiles

                                                                                                                                                                                                                                                          Desktop Profile is a group of permissions and Desktop behaviors that you assign to agents and supervisors. Each desktop profile specifies the following permissions and settings:

                                                                                                                                                                                                                                                          • Queue Transfer

                                                                                                                                                                                                                                                          • Agent Consult and Transfer

                                                                                                                                                                                                                                                          • Wrap-up and Idle Codes

                                                                                                                                                                                                                                                          • Wrap-up Timeout Values

                                                                                                                                                                                                                                                          • Agent Auto Available

                                                                                                                                                                                                                                                          • Dialing Capabilities

                                                                                                                                                                                                                                                          • Dial Number Capabilities

                                                                                                                                                                                                                                                          • Access to the agent personal statistics

                                                                                                                                                                                                                                                          • Auto Answer

                                                                                                                                                                                                                                                          For reports in the Agent Personal Statistics (APS) pane on Agent Desktop, desktop profile settings are applied.

                                                                                                                                                                                                                                                          Create a Desktop Profile

                                                                                                                                                                                                                                                          To create a desktop profile:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Desktop Profiles .

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the + New Desktop Profile and enter the following settings:

                                                                                                                                                                                                                                                          General Information

                                                                                                                                                                                                                                                          The General Information tab displays the following settings.

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the desktop profile. You can create a desktop profile from a copy of another desktop profile. When you copy a profile, the system renames the copy. The copy name consists of the name of the profile from which the copy is made and the words copy_of appended as a prefix. You can retain the name the system assigned to the file or rename it.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optional) Enter a description for the profile.

                                                                                                                                                                                                                                                          Status

                                                                                                                                                                                                                                                          This setting appears only on the Edit page to indicate if the profile is active.

                                                                                                                                                                                                                                                          • Active: You can assign the profile to an agent.

                                                                                                                                                                                                                                                          • Not Active: You can't assign the profile to an agent.

                                                                                                                                                                                                                                                          Parent Type

                                                                                                                                                                                                                                                          Choose a parent type:

                                                                                                                                                                                                                                                          • Tenant: The desktop profile is available to all sites at your enterprise.

                                                                                                                                                                                                                                                          • Site: The desktop profile is available to a specific site.

                                                                                                                                                                                                                                                          Parent Name

                                                                                                                                                                                                                                                          This setting is available if you choose Parent Type as Site. Choose the site for which this desktop profile is available.

                                                                                                                                                                                                                                                          Screen Popups

                                                                                                                                                                                                                                                          Click On or Off to specify whether you want to allow external pop-up screens.

                                                                                                                                                                                                                                                          Auto Answer

                                                                                                                                                                                                                                                          Click Yes or No to specify whether incoming and outgoing calls on the Agent Desktop must automatically answer for an agent.

                                                                                                                                                                                                                                                          If you choose Yes, Auto Answer works in both the following scenarios:

                                                                                                                                                                                                                                                          Scenario 1: On Next Generation voice media platform, the agent uses Desktop as the voice channel option.

                                                                                                                                                                                                                                                          Scenario 2: All the following conditions are met:

                                                                                                                                                                                                                                                          If you choose Yes, Auto Answer works when all of the following conditions exist:

                                                                                                                                                                                                                                                          • The deployment type is either a Webex Calling Cloud Connected PSTN or Local Gateway configuration.

                                                                                                                                                                                                                                                          • On Control Hub, the Webex Contact Center Telephony option is Webex Calling.

                                                                                                                                                                                                                                                          • On Control Hub, the setting enableAutoAnswer is on.

                                                                                                                                                                                                                                                          • Agents use only one device.

                                                                                                                                                                                                                                                            If agents use a Multiplatform Phone (MPP), you don't configure Webex App for the user on Control Hub.

                                                                                                                                                                                                                                                            If agents use the Webex App, you configure the Desktop option for the user on Control Hub.

                                                                                                                                                                                                                                                          When all the preceding conditions exist, calls are automatically answered for agents with only one device. Agents with more than one device must answer calls manually. Incoming calls to an agent are automatically answered and appear on the Agent Desktop. With outdial calls, the branch to the agent is automatically answered. The system doesn't invoke Auto Answer for simultaneous ring destinations, or if the agent forwards or redirects the call.


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          In Webex Contact Center, you must not configure voicemail on agent devices, because if an agent declines a call and it is subsequently redirected to voicemail, the system will categorize the call as 'answered'.

                                                                                                                                                                                                                                                          Auxiliary Codes

                                                                                                                                                                                                                                                          The Desktop Profile > Auxiliary Codes page displays settings for the wrap up and idle codes and permissions that are related to wrap up and agent availability.

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Wrap Up Settings

                                                                                                                                                                                                                                                          When you click Auto Wrap Up with Time Out Of and enter the time, the system automatically enters the default wrap-up code after an agent completes a conversation. The agent, however, can select a different code within the time period that you specify here.

                                                                                                                                                                                                                                                          Click Manual Wrap Up if you want the agent to select a wrap-up code after completing a call. No timeout is associated with manual wrap-up.

                                                                                                                                                                                                                                                          Agent Available After Outdial

                                                                                                                                                                                                                                                          Click On if you want the agent to go into the Available state after completing and wrapping up an outdial call.

                                                                                                                                                                                                                                                          By default, an agent becomes available after the outdial call. However, if the agent does not want to be available after the outdial call, He/she can select an idle state from the Agent Availability State drop down list on the Desktop before the call is wrapped up.

                                                                                                                                                                                                                                                          Click Off if you want the agent to go into the Idle state after completing and wrapping up an outdial call.

                                                                                                                                                                                                                                                          Allow Auto Wrap Up Extension

                                                                                                                                                                                                                                                          Click On if you want agents to cancel the auto wrap-up time and extend the wrap-up time.

                                                                                                                                                                                                                                                          When this option set to On, the system displays the Cancel Auto Wrap Up option when the agent is in auto wrap-up mode.

                                                                                                                                                                                                                                                          Wrap Up Codes

                                                                                                                                                                                                                                                          Specify the wrap-up codes that the agents can select when they wrap up a contact:

                                                                                                                                                                                                                                                          • Click All to make all wrap-up codes available.

                                                                                                                                                                                                                                                          • Click Specific to make specific codes available; then choose codes from the drop-down list. To remove a code, click X on the left side of the listed code name.

                                                                                                                                                                                                                                                          You must add the default wrap-up code in the Selected Codes list. The system uses the default code when you have enabled Auto Wrap Up in the profile of the agent. These agents do not enter wrap-up codes.

                                                                                                                                                                                                                                                          Idle Codes

                                                                                                                                                                                                                                                          Specify the Idle codes that the agents can select in Agent Desktop:

                                                                                                                                                                                                                                                          • Click All to make all idle codes available.

                                                                                                                                                                                                                                                          • Click Specific to make specific codes available; then select codes from the drop-down list. To remove a code, click X on the left side of the listed code name.

                                                                                                                                                                                                                                                          You must add the default idle code in the Selected list. The system uses default codes in the following scenarios:

                                                                                                                                                                                                                                                          • When the agent initially logs in.

                                                                                                                                                                                                                                                          • After the agent makes an outdial call if you have enabled Auto Wrap Up in the profile of the agent.

                                                                                                                                                                                                                                                          Collaboration

                                                                                                                                                                                                                                                          The Desktop Profile > Collaboration page displays the following settings:

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Entry Point/Queue Transfer Targets

                                                                                                                                                                                                                                                          Specify the entry points or queues that the agents can choose from the Queue drop-down list on the Agent Desktop:

                                                                                                                                                                                                                                                          • Click All to make all entry points and queues available.


                                                                                                                                                                                                                                                             

                                                                                                                                                                                                                                                            A maximum of 1000 entry points or queues are listed for an organization.

                                                                                                                                                                                                                                                          • Click Specific to make specific entry points and queues available; then choose entry points and queues from the drop-down list.

                                                                                                                                                                                                                                                          • Click None if you do not want to make any entry points or queues available as transfer targets.

                                                                                                                                                                                                                                                          Buddy Teams

                                                                                                                                                                                                                                                          Specify the teams that the agents can choose from the Agent drop-down list on the Agent Desktop.

                                                                                                                                                                                                                                                          Agents can consult with, conference with, and transfer calls to the agents from the teams that they choose.

                                                                                                                                                                                                                                                          • Click All to make the agents on all teams available.

                                                                                                                                                                                                                                                          • Click Specific to make agents on specific teams available; then select teams from the drop-down list.

                                                                                                                                                                                                                                                          • Click None if you do not want to make any teams available for consultation, conference, or call transfer.

                                                                                                                                                                                                                                                          Consult To Queue

                                                                                                                                                                                                                                                          Click On if you want the agent to be able to select a queue in the Queue drop-down list as a target for a consultation. The target must be an inbound Webex Contact Center queue.

                                                                                                                                                                                                                                                          • If the agent selects an entry point as the target, the system disables the Consult button.

                                                                                                                                                                                                                                                          • The system supports Consult to Queue only for queues that have teams serving them. If the agent attempts to consult to a queue that only redirects to another entry point or queue, the system displays a Consult Failed message.

                                                                                                                                                                                                                                                          Dial Plan

                                                                                                                                                                                                                                                          The Desktop Profile> Dial Plan page allows you to configure settings related to agent outdialing. The following table describes these settings.

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Outdial Enabled

                                                                                                                                                                                                                                                          If you want the agent to be able to make outdial calls, click the Outdial Enabled field to toggle to Yes.

                                                                                                                                                                                                                                                          If you don't want the agent to make outdial calls, click the Outdial Enabled field to toggle to No. This setting prevents the dial pad from appearing on the Agent Desktop.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          To display the dial pad, you must have an appropriate setup. Contact the full administrator for the setup.

                                                                                                                                                                                                                                                          Outdial Entry Points

                                                                                                                                                                                                                                                          If you set Outdial Enabled to Yes, choose an entry point that the agent can use to make outdial calls from the drop-down list in the Outdial Entry Point field.

                                                                                                                                                                                                                                                          Address Book

                                                                                                                                                                                                                                                          Choose an address book from the drop-down list in the Address Book field. An address book includes the speed-dial numbers that the agent can choose from to make outdial and consult calls.

                                                                                                                                                                                                                                                          If you set Outdial Enabled to No and you choose an address book, the agent can select a name from the address book for consults and transfers, but can't make outdial calls.

                                                                                                                                                                                                                                                          Choose None if you don't want to make an address book available to the agent.

                                                                                                                                                                                                                                                          See Create an Address Book for more information.

                                                                                                                                                                                                                                                          Dial Plan Enabled

                                                                                                                                                                                                                                                          If you want the agent to be able to make ad-hoc outdial calls, click the Dial Plan Enabled field to toggle to Yes.

                                                                                                                                                                                                                                                          If you don't want the agent to be able to make ad-hoc outdial calls, click the Dial Plan Enabled field to toggle to No.

                                                                                                                                                                                                                                                          When the Dial Plan Enabled setting is No, and the Outdial Enabled setting is Yes, the agent can make an outdial call, but only by either selecting an entry from the address book or typing a name from the address book in the Enter number to call field on the dial pad.

                                                                                                                                                                                                                                                          Select Dial Plan

                                                                                                                                                                                                                                                          This setting appears only if you set Dial Plan Enabled to Yes. Choose one or more dial plans for the system to use to validate the Dial Numbers (DN) that the agent enters in the Enter number to call field.

                                                                                                                                                                                                                                                          Two default dial plans are available. You can also create custom dial plans for your enterprise. The default dial plans are:

                                                                                                                                                                                                                                                          • US accepts input text such as the following:

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

                                                                                                                                                                                                                                                          • Any Format accepts input such as the following:

                                                                                                                                                                                                                                                            123
5551234
555-1234
1-800-FLOWERS
(800) 555-1234
John.Smith

                                                                                                                                                                                                                                                          Outdial ANI

                                                                                                                                                                                                                                                          This setting appears only if you set Outdial Enabled to Yes. Optionally, from the drop-down list in the Outdial ANI field, choose the name associated with the list of phone numbers that the agent can use to make an outdial call. The system uses the number that the agent uses as the caller ID for the call. For more information, see Create an Outdial ANI.

                                                                                                                                                                                                                                                          Agent DN validation

                                                                                                                                                                                                                                                          The Desktop Profile > Voice Channel options page displays the following settings.

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Voice Channel options

                                                                                                                                                                                                                                                          Agent DN — Allows agents to sign in using a DN

                                                                                                                                                                                                                                                          Extension — Allows agents to sign in through a specific extension number

                                                                                                                                                                                                                                                          Validation for Agent DN

                                                                                                                                                                                                                                                          Click Unrestricted to allow agents to use any DN to sign in through the Station Credentials prompt on the Agent Desktop.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          If an agent enters an ad-hoc DN and the entry does not meet the sign-in syntax rules, the system rejects the agent sign-in.

                                                                                                                                                                                                                                                          To restrict the DN that the agent can enter, click one of the following:

                                                                                                                                                                                                                                                          • Provisioned Value restricts the sign-in DN to the default value you provision for the agent.

                                                                                                                                                                                                                                                            Note: To provision or change an agent's default DN, edit the agent's user settings. Choose Provisioning > User > Edit > Agent Settings and enter a DN in the Default DN field. If you do not provision a DN, the agent can enter any DN to sign in.

                                                                                                                                                                                                                                                          • Validation Criteria (Select from list) restricts the sign-in DN to the one or more dial plans you specify in the Validation Criteria setting.

                                                                                                                                                                                                                                                          Validation Criteria

                                                                                                                                                                                                                                                          This setting appears only if you set Validation for Agent DN to Validation Criteria.

                                                                                                                                                                                                                                                          Select the dial plan to use for the DN validation:

                                                                                                                                                                                                                                                          • Click All to validate the DN against all available dial plan formats.

                                                                                                                                                                                                                                                          • Click Specific to validate the DN against one or more dial plans that you can choose from the Select Validation Criteria drop-down list. For more information, see Dial Plan.

                                                                                                                                                                                                                                                          Agent Statistics

                                                                                                                                                                                                                                                          The Desktop Profile > Agent Statistics page displays the following settings.

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Agent Statistics

                                                                                                                                                                                                                                                          Click On or Off to specify whether you want the agents to view their personal statistics in Agent Desktop.

                                                                                                                                                                                                                                                          Queue Statistics

                                                                                                                                                                                                                                                          This setting controls whether the agent can display statistics for all or some queues in the Agent Personal Statistics tab. Do one of the following:

                                                                                                                                                                                                                                                          • Click All to enable the agent to display statistics for all queues.

                                                                                                                                                                                                                                                          • Click Specific and then choose the queues from the Select Queues drop-down list to enable the agent to display statistics for specific queues.

                                                                                                                                                                                                                                                          • Click None to prevent the agent from displaying queue statistics.

                                                                                                                                                                                                                                                          Logged-in Team Statistics

                                                                                                                                                                                                                                                          Click On or Off to specify whether the agent can view statistics for the team.


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • Settings for Logged-in Team Statistics and Team Statistics are independent of each other.

                                                                                                                                                                                                                                                          • This toggle has no impact on Analyzer user reports.

                                                                                                                                                                                                                                                          Team Statistics

                                                                                                                                                                                                                                                          This setting controls whether the agent can display statistics for all or some teams in the Agent Personal Statistics tab. Do one of the following:

                                                                                                                                                                                                                                                          • Click All to enable the agent to display statistics for all teams.

                                                                                                                                                                                                                                                          • Click Specific and then choose the teams from the Select Teams drop-down list to enable the agent to display statistics for specific teams.

                                                                                                                                                                                                                                                          • Click None to prevent the agent from displaying teams statistics.

                                                                                                                                                                                                                                                          Access To Recordings

                                                                                                                                                                                                                                                          This feature is currently not supported. By default, it's set to No.

                                                                                                                                                                                                                                                          Agent Thresholds

                                                                                                                                                                                                                                                          The Agent Thresholds page appears only if your enterprise uses the Threshold Alerts feature. This page provides settings to specify the alerts that the agent can display in the Agent Personal Statistics tab on the Agent Desktop.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          This feature is not supported. Enabling or disabling the Allow Agent Threshold under tenant settings to show the agent threshold on the desktop profile page will be removed in sometime.

                                                                                                                                                                                                                                                          If your enterprise uses the Agent Threshold Alerts feature, the page also provides settings to specify the thresholds associated with the agent.

                                                                                                                                                                                                                                                          For more information, see Threshold Rules.

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Agent Viewable Threshold Alerts

                                                                                                                                                                                                                                                          Choose rules from the drop-down list to specify the alerts that you want the agent to receive.

                                                                                                                                                                                                                                                          When an agent breaches a threshold rule, the system generates an alert and displays it in the Agent Personal Statistics tab in Agent Desktop.

                                                                                                                                                                                                                                                          Enable Agent Threshold Alerts

                                                                                                                                                                                                                                                          This setting appears only if your enterprise uses the Agent Threshold Alerts feature.

                                                                                                                                                                                                                                                          Click On or Off to specify whether you want the agent and the supervisor to receive alerts when the agent breaches specified threshold rules.

                                                                                                                                                                                                                                                          If the agent breaches a selected rule, the system generates the alert and displays it in the Agent Threshold Alerts section of the Agent Personal Statistics tab. The supervisor also receives the alert in their Webex Contact Center Management Portal.

                                                                                                                                                                                                                                                          Threshold Alerts

                                                                                                                                                                                                                                                          This is available if you enable threshold alerts. If agent viewable threshold alerts are available, choose the rules for triggering the alerts from the drop-down list.

                                                                                                                                                                                                                                                          Choose rules from the drop-down list to specify the alerts that you want the agent and supervisor to receive.

                                                                                                                                                                                                                                                          Agent Timeout

                                                                                                                                                                                                                                                          Agent Timeout enables you to automatically sign out an agent from the desktop after being inactive for the specified time. An agent is considered inactive if not performing any activity on the Agent Desktop while in the Idle state. Agent activity includes handling contacts, working on custom widgets, or performing any task on the Agent Desktop.

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Desktop Inactivity Timeout

                                                                                                                                                                                                                                                          Choose an idle timeout setting for an agent from the following options:

                                                                                                                                                                                                                                                          Default Value: Select this to inherit the values given in Timeout Settings at the tenant level configuration.

                                                                                                                                                                                                                                                          Custom Value: Type the value in minutes to set the idle timeout. Enter any value from 3 to 10,000 minutes in the text box. This overrides the value given in Timeout Settings at the tenant level configuration.

                                                                                                                                                                                                                                                          Deactivate a Desktop Profile

                                                                                                                                                                                                                                                          You cannot deactivate a desktop profile if you associate it with any other entities such as, dial numbers or any other routing strategy. When you try to deactivate these desktop profiles, you get an error message. Click the information icon at the end of the message to view the list of all the associated entities.

                                                                                                                                                                                                                                                          After you deactivate a desktop profile, you can still see it in the Desktop Profiles page as Not Active. Historical reports also display details of the deactivated desktop profile.

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Desktop Profiles.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside a desktop profile and click Mark Inactive.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          The status of the desktop profile changes to Not Active.

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

                                                                                                                                                                                                                                                          Activate a Desktop Profile

                                                                                                                                                                                                                                                          To activate a desktop profile:
                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Desktop Profiles.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside a desktop profile with the status Not Active and click Restore.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          The status of the desktop profile changes to Active.

                                                                                                                                                                                                                                                          Address Books

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

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


                                                                                                                                                                                                                                                           

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

                                                                                                                                                                                                                                                          Create an Address Book

                                                                                                                                                                                                                                                          To create a new address book:

                                                                                                                                                                                                                                                          1

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

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click + New Address Book.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Enter the following details and click Save.

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the address book.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optional) Enter a description for the address book.

                                                                                                                                                                                                                                                          Parent Type

                                                                                                                                                                                                                                                          Select a parent type:

                                                                                                                                                                                                                                                          • Tenant: The address book is available to all sites at your enterprise.

                                                                                                                                                                                                                                                          • Site: The address book is only available for a specific site.

                                                                                                                                                                                                                                                          Parent Name

                                                                                                                                                                                                                                                          Select the site for the address book to be available. This field is available only if you select the Parent Type as Site.

                                                                                                                                                                                                                                                          4

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

                                                                                                                                                                                                                                                          5

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

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter the name of the entry.

                                                                                                                                                                                                                                                          Phone Number

                                                                                                                                                                                                                                                          Enter the phone number for the entry.

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

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

                                                                                                                                                                                                                                                            Example: +11234567890

                                                                                                                                                                                                                                                          • IDD (International Direct Dialing) format: [IDD][Country Code][Number]

                                                                                                                                                                                                                                                            Example: 01161123456789


                                                                                                                                                                                                                                                           

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

                                                                                                                                                                                                                                                          Edit an Address Book

                                                                                                                                                                                                                                                          You can edit the general settings and the entries of an address book.
                                                                                                                                                                                                                                                          1

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

                                                                                                                                                                                                                                                          2

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

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

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Edit the name of the address book.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Edit the description of the address book.

                                                                                                                                                                                                                                                          Parent Name

                                                                                                                                                                                                                                                          Edit the site for the address book. This field is available only if the parent type is Site.

                                                                                                                                                                                                                                                          3

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

                                                                                                                                                                                                                                                          4

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

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Edit the name of the entry.

                                                                                                                                                                                                                                                          Phone Number

                                                                                                                                                                                                                                                          Edit the phone number of the entry.

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

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

                                                                                                                                                                                                                                                            Example: +11234567890

                                                                                                                                                                                                                                                          • IDD (International Direct Dialing) format: [IDD][Country Code][Number]

                                                                                                                                                                                                                                                            Example: 01161123456789

                                                                                                                                                                                                                                                          5

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

                                                                                                                                                                                                                                                          6

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

                                                                                                                                                                                                                                                          7

                                                                                                                                                                                                                                                          Click Save.

                                                                                                                                                                                                                                                          Delete an Address Book

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

                                                                                                                                                                                                                                                          1

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

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the address book that you want to delete and click Delete.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          Outdial Automatic Number Identification (ANI)

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

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

                                                                                                                                                                                                                                                          Create an Outdial ANI

                                                                                                                                                                                                                                                          To create an outdial ANI:

                                                                                                                                                                                                                                                          1

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

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click + New Outdial ANI.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Enter the following details in the General Settings section:

                                                                                                                                                                                                                                                          Field

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the outdial ANI.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          (Optional) Enter a description for the outdial ANI.


                                                                                                                                                                                                                                                           

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

                                                                                                                                                                                                                                                          4

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

                                                                                                                                                                                                                                                          5

                                                                                                                                                                                                                                                          Enter the following details in the Add Outdial ANI dialog:

                                                                                                                                                                                                                                                          Field

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the outdial ANI entry.

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

                                                                                                                                                                                                                                                          Number

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

                                                                                                                                                                                                                                                          6

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

                                                                                                                                                                                                                                                          7

                                                                                                                                                                                                                                                          Click Save.

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

                                                                                                                                                                                                                                                          Edit an Outdial ANI

                                                                                                                                                                                                                                                          To edit an outdial ANI:

                                                                                                                                                                                                                                                          1

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

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the outdial ANI that you want to edit and click Edit.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          You can edit the following:

                                                                                                                                                                                                                                                          • General Settings section—Edit the Name or Description of the outdial ANI.

                                                                                                                                                                                                                                                          • Outdial ANI Entry List section—Edit the name or dial number of an outdial ANI entry.

                                                                                                                                                                                                                                                            1. In the Action column, click the Edit icon next to an entry.

                                                                                                                                                                                                                                                            2. Edit the outdial ANI entry Name or Number.

                                                                                                                                                                                                                                                            3. (Optional) To delete an entry, click the corresponding Delete icon in the Action column.

                                                                                                                                                                                                                                                              Click Yes to the prompt message to confirm the deletion.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          Click Save.

                                                                                                                                                                                                                                                          Delete an Outdial ANI


                                                                                                                                                                                                                                                           

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

                                                                                                                                                                                                                                                          To delete an outdial ANI:

                                                                                                                                                                                                                                                          1

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

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the outdial ANI that you want to delete and click Delete.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          Dial Plans

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

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

                                                                                                                                                                                                                                                          • DN that an agent uses for outdialing.

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

                                                                                                                                                                                                                                                          DN usage

                                                                                                                                                                                                                                                          Validation prerequisites

                                                                                                                                                                                                                                                          Agent Desktop sign-in

                                                                                                                                                                                                                                                          Configure Desktop Profiles > Agent DN Validation as follows:

                                                                                                                                                                                                                                                          • Set Validation for Agent DN to Validation Criteria (Select from list).

                                                                                                                                                                                                                                                          • Set Validation Criteria field to Specific.

                                                                                                                                                                                                                                                          • Choose a dial plan from the drop-down list in the Select Validation Criteria field. Default dial plans and any dial plan you create appear in this list.

                                                                                                                                                                                                                                                          Outdial calls

                                                                                                                                                                                                                                                          Configure Desktop Profiles > Dial Plan as follows:

                                                                                                                                                                                                                                                          • Set Outdial Enabled to Yes.

                                                                                                                                                                                                                                                          • Set Dial Plan Enabled to Yes.

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


                                                                                                                                                                                                                                                           

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


                                                                                                                                                                                                                                                           

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

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

                                                                                                                                                                                                                                                          • US

                                                                                                                                                                                                                                                          • Any Format

                                                                                                                                                                                                                                                          The default US dial plan accepts entries such as:

                                                                                                                                                                                                                                                          • 1-800-555-1234


                                                                                                                                                                                                                                                          • 1 (800) 555-1234


                                                                                                                                                                                                                                                          • 18005551234


                                                                                                                                                                                                                                                          • 18005551234,,,222

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

                                                                                                                                                                                                                                                          The default Any Format dial plan accepts entries such as:

                                                                                                                                                                                                                                                          • 123

                                                                                                                                                                                                                                                          • 5551234

                                                                                                                                                                                                                                                          • 555-1234

                                                                                                                                                                                                                                                          • 8005551234

                                                                                                                                                                                                                                                          • 1800FLOWERS

                                                                                                                                                                                                                                                          • bruce.matthews


                                                                                                                                                                                                                                                           

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

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

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

                                                                                                                                                                                                                                                          • DN that an agent uses to sign in to the Desktop Station Credentials pop-up window.

                                                                                                                                                                                                                                                          • DN an agent enters in the Enter number to call field of the Desktop dial pad.

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

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

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

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


                                                                                                                                                                                                                                                             

                                                                                                                                                                                                                                                            In the default US and Any Format dial plans, the specified Stripped Characters are left parenthesis, right parenthesis, space, and hyphen.

                                                                                                                                                                                                                                                          2. Validate the resulting entry according to the criteria defined in the regular expression of the chosen dial plan. If the entry meets the criteria, it's deemed valid.

                                                                                                                                                                                                                                                          3. If the entry is invalid, prepend the entry that is specified in the Prefix field.


                                                                                                                                                                                                                                                             

                                                                                                                                                                                                                                                            In the US dial plan, the specified prefix is number 1.

                                                                                                                                                                                                                                                          4. Validate the resulting entry according to the defined regular expression again.

                                                                                                                                                                                                                                                          Regular expression for the default US dial plan

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

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

                                                                                                                                                                                                                                                          Following is a description of what this regular expression specifies.

                                                                                                                                                                                                                                                          • The first digit must be 1.

                                                                                                                                                                                                                                                          • Three digits in the range of 0–9 must follow.

                                                                                                                                                                                                                                                            {3} means 3 digits in the preceding range [0-9]

                                                                                                                                                                                                                                                          • One digit in the range of 2-9 must follow.

                                                                                                                                                                                                                                                          • Six digits in the range of 0-9 must follow.

                                                                                                                                                                                                                                                            {6} means six digits in the preceding range [0-9]

                                                                                                                                                                                                                                                          • Zero or one occurrence of the following sequence can follow: between one and ten commas [,] followed by one or more digits [0-9].

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

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

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

                                                                                                                                                                                                                                                          Regular expression for the default Any Format dial plan

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

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

                                                                                                                                                                                                                                                          Following is a description of what this regular expression specifies.

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

                                                                                                                                                                                                                                                            one or more alphanumeric characters [0-9a-zA-Z] followed by one hyphen, period, or underscore [-._].

                                                                                                                                                                                                                                                            • + means one or more alphanumeric characters in the preceding range [0-9a-zA-Z]

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

                                                                                                                                                                                                                                                          • One or more alphanumeric characters [0-9a-zA-Z] must follow.

                                                                                                                                                                                                                                                          Create a Dial Plan

                                                                                                                                                                                                                                                          Before you begin

                                                                                                                                                                                                                                                          You require Administrator privileges to complete this procedure.
                                                                                                                                                                                                                                                          1

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

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

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click + New Dial Plan.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Configure the following settings.

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name for the Dial Plan. You can assign one or more dial plans to an agent when you create or edit the agent's profile, and when you configure Agent DN validation.

                                                                                                                                                                                                                                                          Regular Expression

                                                                                                                                                                                                                                                          Enter a regular expression. The regular expression comprises the valid syntax for dial numbers (DN) the agent enters in the Desktop environment. Each dial plan requires a regular expression.

                                                                                                                                                                                                                                                          For examples of the regular expressions of the default dial plans, see the following sections. Use the examples shown in these sections to formulate regular expressions for the dial plans you create.

                                                                                                                                                                                                                                                          Prefix

                                                                                                                                                                                                                                                          (Optional) Enter a prefix that the system automatically adds to the phone number that the agent enters. For example, enter the digit 1 for long-distance calls within the United States.

                                                                                                                                                                                                                                                          The system adds a prefix only if the agent does not add it when entering a DN in the Desktop environment.

                                                                                                                                                                                                                                                          Stripped Character

                                                                                                                                                                                                                                                          Enter the characters that the system removes from the DN that an agent enters in the Desktop environment.

                                                                                                                                                                                                                                                          The system automatically removes the following characters from the number that an agent enters: left and right parentheses, space, and hyphen.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          Click Save.

                                                                                                                                                                                                                                                          Edit a Dial Plan

                                                                                                                                                                                                                                                          Before you begin

                                                                                                                                                                                                                                                          You require Administrator privileges to complete this procedure.
                                                                                                                                                                                                                                                          1

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

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

                                                                                                                                                                                                                                                          2

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

                                                                                                                                                                                                                                                          The Edit Dial Plan page appears.
                                                                                                                                                                                                                                                          3

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

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Edit the name of the Dial Plan.

                                                                                                                                                                                                                                                          Regular Expression

                                                                                                                                                                                                                                                          Edit the Regular Expression.

                                                                                                                                                                                                                                                          The regular expression comprises the valid syntax for dial numbers (DN) the agent enters in the Desktop environment. Each dial plan requires a regular expression.

                                                                                                                                                                                                                                                          Prefix

                                                                                                                                                                                                                                                          Enter a DN in the Desktop environment.

                                                                                                                                                                                                                                                          Stripped Character

                                                                                                                                                                                                                                                          Edit the Stripped Character. The system automatically removes the following characters from the number that the agent enters: left and right parentheses, space, and hyphen.

                                                                                                                                                                                                                                                          Delete a Dial Plan

                                                                                                                                                                                                                                                          Before you begin

                                                                                                                                                                                                                                                          • You require Administrator privileges to complete this procedure.

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

                                                                                                                                                                                                                                                          1

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

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

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the dial plan you want to delete and choose Delete.

                                                                                                                                                                                                                                                          The Heads Up! dialog box appears.
                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          Global Variables

                                                                                                                                                                                                                                                          Global variables are custom variables defined in the Provisioning module and accessible throughout a flow. Flow developers can add global variables to the flow as required. For more information, see Global Variables in Flow Designer.

                                                                                                                                                                                                                                                          Global variables are specific to the Webex Contact Center voice channel. They collect one of the following types of data values:

                                                                                                                                                                                                                                                          • Caller-entered data: Data that a customer enters using IVR during a call, such as an account number.

                                                                                                                                                                                                                                                          • Agent-entered data: Data that an agent enters into the Interaction Control pane of the Desktop during an active call with a customer, such as a case number or action code.

                                                                                                                                                                                                                                                          You can create any number of global variables. However, you can enable only up to 100 global variables for reporting at a time.

                                                                                                                                                                                                                                                          For more information, see Create a Global Variable.

                                                                                                                                                                                                                                                          By default, you are shown only active global variables. To view inactive global variables, check the Show Inactive Global Variables check box.


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • Global variable values are visible to users who have access to historical records on the Management Portal. Never store secure data such as credit card numbers, personal identification numbers, or social security numbers using global variables.

                                                                                                                                                                                                                                                          • You can't delete Global variables; but you can deactivate a global variable that isn’t in use in any flow. You can’t use an inactive global variable to store data. For more information on how to deactivate a global variable, see Create a Global Variable.

                                                                                                                                                                                                                                                          System-Defined Variables

                                                                                                                                                                                                                                                          System-defined variables are the predefined global variables used by the Webex Contact Center.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          You can edit the system-defined variables in the Provisioning module; but you can’t create or deactivate system-defined variables.

                                                                                                                                                                                                                                                          Webex Contact Center uses the following system-defined variables:

                                                                                                                                                                                                                                                          • Global_FeedbackSurveyOptin: Indicates whether the customer chooses to participate in (opt-in) or not participate in (opt-out) a post call survey. The Variable Type is defined as String; while the default value is uninitialized, meaning there is no initial value.

                                                                                                                                                                                                                                                          • Global_Language: Indicates the language that a customer uses in the flow. The Variable Type is defined as String; and the default value is en-US. For more information, see Webex Experience Management Language Support.

                                                                                                                                                                                                                                                          • Global_VoiceName: Indicates the output-recorded name used in the flow. The Variable Type is defined as String; while the default value is Automatic. When the value is Automatic, Google Dialogflow chooses the voice name for a given language.

                                                                                                                                                                                                                                                          Create a Global Variable

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Global Variables.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click + New Global Variable.

                                                                                                                                                                                                                                                          The Global Variable window appears.
                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Enter a Name for the variable.


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • You can't edit a name after it's created.

                                                                                                                                                                                                                                                          • The name supports only alphanumeric characters and underscores. Spaces are not supported.

                                                                                                                                                                                                                                                          • The name supports a maximum of 80 characters, but only 50 characters are displayed. If you hover the mouse pointer, the tooltip displays the complete name.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          Enter a Description for the variable.

                                                                                                                                                                                                                                                          5

                                                                                                                                                                                                                                                          Choose one of the following types from the Variable Type drop-down list and specify the variable value.

                                                                                                                                                                                                                                                          Variable TypeDefault Value

                                                                                                                                                                                                                                                          Boolean

                                                                                                                                                                                                                                                          Select True or False.

                                                                                                                                                                                                                                                          String

                                                                                                                                                                                                                                                          Enter a string value. The string can be a maximum of 256 characters long for each variable. Strings support alphanumeric characters, special characters and spaces.

                                                                                                                                                                                                                                                          Integer

                                                                                                                                                                                                                                                          Enter an integer value.

                                                                                                                                                                                                                                                          Decimal

                                                                                                                                                                                                                                                          Enter a decimal value.

                                                                                                                                                                                                                                                          Date Time

                                                                                                                                                                                                                                                          Enter a date in Tenant Timezone in one of the supported formats:

                                                                                                                                                                                                                                                          • YYYY-MM-DD

                                                                                                                                                                                                                                                          • YYYY-MM-DDThh:mm


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          You can’t edit the variable type after the variable is created.

                                                                                                                                                                                                                                                          6

                                                                                                                                                                                                                                                          (Optional) Disable the Status toggle button to make the variable Not Active.

                                                                                                                                                                                                                                                          7

                                                                                                                                                                                                                                                          (Optional) Enable the Make Reportable toggle button to display the variable in the Analyzer for reporting purposes.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          You can enable up to 100 global variables for reporting.

                                                                                                                                                                                                                                                          8

                                                                                                                                                                                                                                                          (Optional) Enable the Make Agent Viewable toggle button to display the variable on the Desktop along with the value entered as part of the flow.

                                                                                                                                                                                                                                                          When you enable the Make Agent Viewable toggle button, the following configurations appear:

                                                                                                                                                                                                                                                          • Desktop Label: This label appears on the Desktop in place of the variable name. Enter a clearer label than the variable name itself, so that agents can understand the data that is being passed to them.


                                                                                                                                                                                                                                                             

                                                                                                                                                                                                                                                            The desktop label supports a maximum of 50 characters.

                                                                                                                                                                                                                                                          • Agent Editable: Enable this toggle button when you want the agent to be able to edit the value of the variable as part of the interaction session. Any updates to the variable that is made in the Desktop are available in the flow. The agent can edit the variable and click the Save button in the Desktop. If the call gets disconnected before the edits are saved, the variable update doesn’t take place.

                                                                                                                                                                                                                                                          9

                                                                                                                                                                                                                                                          Click Save.

                                                                                                                                                                                                                                                          Edit a Global Variable

                                                                                                                                                                                                                                                          To edit a global variable:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Global Variables.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the required global variable and click Edit.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Make the necessary changes and click Save.


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • You can’t edit the Name and Variable Type fields of a global variable.

                                                                                                                                                                                                                                                          • You can enable up to 100 global variables for reporting. For more information, see Create a Global Variable.

                                                                                                                                                                                                                                                          Deactivate a Global Variable

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Global Variables.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the global variable that you want to deactivate and click Mark Inactive.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          The status of the global variable changes to Not Active.

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

                                                                                                                                                                                                                                                          Activate a Global Variable

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Global Variables.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the required global variable and click Restore.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          The status changes from Not Active to Active.

                                                                                                                                                                                                                                                          Multimedia Profiles

                                                                                                                                                                                                                                                          If your administrator enables multimedia for your enterprise, you can assign each agent with a multimedia profile. Each profile specifies the number of each type of media, such as email, chat, or telephone, that the agent can handle simultaneously.

                                                                                                                                                                                                                                                          The optional multimedia feature enables the Webex Contact Center system to manage routing strategies for email, telephone, and chat contacts.

                                                                                                                                                                                                                                                          You can assign multimedia profiles to sites, teams, or individual agents. By default, the system assigns the Default_Telephony_Profile to every site. You cannot edit or delete this profile, but can re-assign a different multimedia profile to the site.

                                                                                                                                                                                                                                                          All of the teams under a site have the same multimedia profile as that of the site, unless you assign a different profile to the teams. Similarly, all of the agents under the teams have the same profile as that of the team, unless you change the profile for the agents.

                                                                                                                                                                                                                                                          Create a Multimedia Profile

                                                                                                                                                                                                                                                          To configure a multimedia profile:

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Multimedia Profiles

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click + New Multimedia Profile.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Do the following:

                                                                                                                                                                                                                                                          1. In the Profile Details area, enter the following details:

                                                                                                                                                                                                                                                            Setting

                                                                                                                                                                                                                                                            Description

                                                                                                                                                                                                                                                            Name

                                                                                                                                                                                                                                                            Enter a name for the multimedia profile.

                                                                                                                                                                                                                                                            Description

                                                                                                                                                                                                                                                            (Optional) Enter a description for the profile.

                                                                                                                                                                                                                                                          2. In the Media Details area, enter the following details:

                                                                                                                                                                                                                                                            Setting

                                                                                                                                                                                                                                                            Description

                                                                                                                                                                                                                                                            Blended

                                                                                                                                                                                                                                                            Allows agents to handle multiple contacts simultaneously for different channel types. Set the number for each channel type.


                                                                                                                                                                                                                                                             

                                                                                                                                                                                                                                                            Number of contacts that you can set:

                                                                                                                                                                                                                                                            • Voice: 0–1

                                                                                                                                                                                                                                                            • Chat, Email, and Social Channel: 0–5

                                                                                                                                                                                                                                                            Blended Real-time

                                                                                                                                                                                                                                                            Allows agents to handle one mandatory real-time channel, either Voice or Chat, and in addition you can set the limit for Email.


                                                                                                                                                                                                                                                             

                                                                                                                                                                                                                                                            Number of contacts that you can set:

                                                                                                                                                                                                                                                            • Voice: 1 (mandatory)

                                                                                                                                                                                                                                                            • Chat: 1–5

                                                                                                                                                                                                                                                            • Email: 0–5

                                                                                                                                                                                                                                                            Exclusive

                                                                                                                                                                                                                                                            Allows agents to focus on one customer contact at a time. Check the channel types for which the agents receive contacts.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          Click Save.

                                                                                                                                                                                                                                                          View the Details of a Multimedia Profile

                                                                                                                                                                                                                                                          To view the details of a multimedia profile:
                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Webex Contact Center Portal navigation bar, choose Provisioning.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside a multimedia profile and click View.

                                                                                                                                                                                                                                                          1. In the Profile Details area, view the following information about the multimedia profile:

                                                                                                                                                                                                                                                            Setting

                                                                                                                                                                                                                                                            Description

                                                                                                                                                                                                                                                            Name

                                                                                                                                                                                                                                                            The name of the multimedia profile.

                                                                                                                                                                                                                                                            Description

                                                                                                                                                                                                                                                            The description of the profile.

                                                                                                                                                                                                                                                            Status

                                                                                                                                                                                                                                                            The status of the multimedia profile. The status can be either Active or Inactive.

                                                                                                                                                                                                                                                          2. In the Media Details area, view the following information about the multimedia profile:

                                                                                                                                                                                                                                                            Setting

                                                                                                                                                                                                                                                            Description

                                                                                                                                                                                                                                                            Voice

                                                                                                                                                                                                                                                            Displays the number of contacts for the voice channel.

                                                                                                                                                                                                                                                            Chat

                                                                                                                                                                                                                                                            Displays the number of contacts for the chat channel.

                                                                                                                                                                                                                                                            Email

                                                                                                                                                                                                                                                            Displays the number of contacts for the email channel.


                                                                                                                                                                                                                                                             

                                                                                                                                                                                                                                                            You can define the maximum number of media types in Maximum Channels Per Profile in the Module Permissions page of the tenant settings for your enterprise. For more information, see Tenant Settings.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          (Optional) Click Edit to change the settings. For more information, see Edit a Multimedia Profile.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          (Optional) Click Delete to deactivate the settings. For more information, see Deactivate a Multimedia Profile.

                                                                                                                                                                                                                                                          Edit a Multimedia Profile

                                                                                                                                                                                                                                                          To edit a multimedia profile:
                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Multimedia Profiles.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside a multimedia profile and click Edit.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Do the following:

                                                                                                                                                                                                                                                          1. In the Profile Details area, edit the following details:

                                                                                                                                                                                                                                                            Setting

                                                                                                                                                                                                                                                            Description

                                                                                                                                                                                                                                                            Name

                                                                                                                                                                                                                                                            Enter a name for the multimedia profile.

                                                                                                                                                                                                                                                            Description

                                                                                                                                                                                                                                                            (Optional) Enter a description for the profile.

                                                                                                                                                                                                                                                          2. In the Media Details area, edit the following details:

                                                                                                                                                                                                                                                            Setting

                                                                                                                                                                                                                                                            Description

                                                                                                                                                                                                                                                            Blended

                                                                                                                                                                                                                                                            Allows agents to handle multiple contacts simultaneously for different channel types. Set the number for each channel type.


                                                                                                                                                                                                                                                             

                                                                                                                                                                                                                                                            Number of contacts that you can set:

                                                                                                                                                                                                                                                            • Voice: 0–1

                                                                                                                                                                                                                                                            • Chat, Email: 0–5

                                                                                                                                                                                                                                                            Blended Real-time

                                                                                                                                                                                                                                                            Allows agents to handle one mandatory real-time channel, either Voice or Chat, and in addition you can set the limit for Email.


                                                                                                                                                                                                                                                             

                                                                                                                                                                                                                                                            Number of contacts that you can set:

                                                                                                                                                                                                                                                            • Voice: 1 (mandatory)

                                                                                                                                                                                                                                                            • Chat: 1–5

                                                                                                                                                                                                                                                            • Email: 0–5

                                                                                                                                                                                                                                                            Exclusive

                                                                                                                                                                                                                                                            Allows agents to focus on one customer contact at a time. Check the channel types for which the agents receive contacts.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          Click Save.

                                                                                                                                                                                                                                                          Deactivate a Multimedia Profile


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          You cannot deactivate a multimedia profile if you associate it with any entity.

                                                                                                                                                                                                                                                          To delete a multimedia profile:
                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Multimedia Profiles.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside the multimedia profile that you want to deactivate, and click Mark Inactive.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          The status of the multimedia profile changes to Not Active.

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

                                                                                                                                                                                                                                                          Activate a Multimedia Profile

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Multimedia Profiles.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click the ellipsis icon beside a multimedia profile with the status Not Active and click Restore.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Click Yes to confirm.

                                                                                                                                                                                                                                                          The status of the multimedia profile changes to Active.

                                                                                                                                                                                                                                                          Desktop Layout

                                                                                                                                                                                                                                                          The Desktop Layout feature allows you to configure the Webex Contact Center Desktop as per your business requirements. You can customize elements such as logo, title, and widgets. For the complete list of elements that you can customize, see Define a Custom Desktop Layout. You can create a desktop layout and assign it to a team. This layout generates the agent experience on the desktop for all agents who sign in as part of that team.

                                                                                                                                                                                                                                                          There are two types of layouts:

                                                                                                                                                                                                                                                          • Global Layout: This layout is a system-generated layout that gets assigned by default when you create a team. For more information, see Create a team. When you create a team, the Global Layout is automatically set as the desktop layout for the team. You cannot delete this layout.

                                                                                                                                                                                                                                                          • Custom Layout: A layout that provides a customized desktop experience. You can create a custom layout for one or more teams.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          If you assign a new desktop layout when an agent is signed in, the agent must reload the page to see the new layout.

                                                                                                                                                                                                                                                          The Webex Contact Center Desktop supports three personas:

                                                                                                                                                                                                                                                          • Agent

                                                                                                                                                                                                                                                          • Supervisor

                                                                                                                                                                                                                                                          • Supervisor and an Agent

                                                                                                                                                                                                                                                          The JSON layout file has separate sections for each of the personas. The administrator should configure the settings for each persona in the corresponding section of the JSON layout file. For more information about a sample JSON layout file, see JSON Layout Top-Level Properties.

                                                                                                                                                                                                                                                          When Cisco adds a new feature to the Desktop Layout, the unmodified layout is updated automatically with the new features. The updated desktop layout is automatically available to the existing teams that use the unmodified desktop layout. The Desktop users using the unmodified desktop layout receive the new layout-based features when they sign in or reload the browser.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          If you are using the Default Desktop Layout.json file without any modification, then it is considered an unmodified layout. However, if you download the Default Desktop Layout.json file and upload it again, it is considered a modified layout even if the file content or filename is not modified.

                                                                                                                                                                                                                                                          Create a Desktop Layout

                                                                                                                                                                                                                                                          To create a custom desktop layout:

                                                                                                                                                                                                                                                          Before you begin

                                                                                                                                                                                                                                                          Ensure that you have a custom JSON layout file that defines your layout. To create a custom JSON layout file, download the Default Desktop Layout.json file from the Desktop Layout page and customize the layout as described in Define a Custom Desktop Layout.
                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Provisioning > Desktop Layout.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Click New Layout.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          Enter the following details:

                                                                                                                                                                                                                                                          Setting

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Name

                                                                                                                                                                                                                                                          Enter a name that identifies the purpose of the layout.

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          Enter a description.

                                                                                                                                                                                                                                                          Team

                                                                                                                                                                                                                                                          Choose a team name from the drop-down list.


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • If a custom layout is already assigned to a team, then that team name doesn’t appear in this drop-down list. For more information on the Team settings, see Create a team.

                                                                                                                                                                                                                                                          • If you assign a custom layout on this page, you overwrite the global layout, which is the default layout for all teams.

                                                                                                                                                                                                                                                          JSON FileClick to download the Default Desktop Layout.json file and customize the layout as described in Define a Custom Desktop Layout.

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          If you use the unmodified layout, the new layout-based features appear automatically on the Desktop. The Desktop users can view the new layout-based features when they sign in or reload the browser.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          Upload the JSON file that you customized to define the custom desktop layout.


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • The system validates the JSON file for errors and an appropriate message appears.

                                                                                                                                                                                                                                                            The system enables the Save button when the validation is complete.

                                                                                                                                                                                                                                                          • To integrate Webex Experience Management widgets, see the Webex Experience Management documentation.

                                                                                                                                                                                                                                                          5

                                                                                                                                                                                                                                                          If the uploaded custom layout has validation errors, click Restore to restore the default layout.

                                                                                                                                                                                                                                                          6

                                                                                                                                                                                                                                                          Click Save to save the configuration.

                                                                                                                                                                                                                                                          Important:

                                                                                                                                                                                                                                                          To verify the layout experience, see View Layout Experience on Desktop.

                                                                                                                                                                                                                                                          View Layout Experience on Desktop

                                                                                                                                                                                                                                                          1

                                                                                                                                                                                                                                                          Create a test team. For more information, see Create a team.

                                                                                                                                                                                                                                                          2

                                                                                                                                                                                                                                                          Assign yourself to the test team.

                                                                                                                                                                                                                                                          3

                                                                                                                                                                                                                                                          From the Management Portal navigation bar, choose Desktop Agent Desktop.

                                                                                                                                                                                                                                                          4

                                                                                                                                                                                                                                                          Select the test team and validate the experience.

                                                                                                                                                                                                                                                          Define a Custom Desktop Layout

                                                                                                                                                                                                                                                          This topic discusses how to create a custom layout by editing the JSON file and provides sample use cases to get started with widgets such as the Customer Experience Management Metrics widget and Customer Experience Journey widget.

                                                                                                                                                                                                                                                          Before You Begin

                                                                                                                                                                                                                                                          The following are good-to-have skills to customize the Desktop layout:

                                                                                                                                                                                                                                                          1. Understanding of the HTML structure

                                                                                                                                                                                                                                                          2. Understanding of the document tree model in a browser

                                                                                                                                                                                                                                                          3. Understanding of the JSON format

                                                                                                                                                                                                                                                          Desktop Layout Overview

                                                                                                                                                                                                                                                          In the Desktop, there are two types of widgets—iframe-based and web component-based. The header, navigation (custom page), persistent area, headless area, and aux panel are the customizable area in a Desktop. These are not widgets.

                                                                                                                                                                                                                                                          The following list details the spaces that you can configure. The images illustrates the layout of the Desktop:

                                                                                                                                                                                                                                                          1. Title and Logo area: This space displays the Webex Contact Center logo and name (default) at the top-left corner of your screen.

                                                                                                                                                                                                                                                          2. Horizontal Header area: This space has a configurable area that is populated with custom widgets. These widgets can display, for example, inline information and drop-down menus. As the height of this header is only 64 pixels, the widget height cannot cross the header height.

                                                                                                                                                                                                                                                          3. Workspace area: This space changes as per the selection on the navigation bar or when an agent is interacting with customers. When an agent is on a call, this area displays the interaction control and auxiliary information pane (that includes custom widgets and persistent widgets). When an agent is interacting on email, chat, or social channels, this area displays the workspace area and auxiliary information pane (that includes the persistent widget area).

                                                                                                                                                                                                                                                            Custom Page displays on the Desktop interface in the workspace pane. You can access the custom page through icons on the navigation bar. Each custom page can contain one or more custom widgets.

                                                                                                                                                                                                                                                            Custom Widget is a third-party application that is configured in the JSON layout. You can place the custom widget on the custom page, custom tab (Auxiliary Information pane), or on the horizontal header of the Desktop.

                                                                                                                                                                                                                                                          4. Navigation Bar area: Use this space to add navigation items to access custom pages.

                                                                                                                                                                                                                                                          Sample Desktop UI for Voice
                                                                                                                                                                                                                                                          Sample Desktop UI for New Digital Channels
                                                                                                                                                                                                                                                          JSON Layout Top-Level Properties
                                                                                                                                                                                                                                                          Roles

                                                                                                                                                                                                                                                          The default JSON layout has following three roles.

                                                                                                                                                                                                                                                          • agent—To set the Desktop Layout to be displayed when an agent signs in to the Webex Contact Center Desktop to handle agent activities.

                                                                                                                                                                                                                                                          • supervisor—To set the Desktop Layout to be displayed when a supervisor signs in to the Webex Contact Center Desktop to handle only supervisor capabilities.


                                                                                                                                                                                                                                                             

                                                                                                                                                                                                                                                            When a supervisor signs in to the Desktop, the desktop layout that is specified for the primary team is applied. If you do not provide a primary team, the global layout applies. By default, APS reports are disabled.

                                                                                                                                                                                                                                                          • supervisorAgent—To set the Desktop Layout to be displayed when a supervisor signs in to the Webex Contact Center Desktop to handle both supervisor capabilities and agent activities.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          You can either add or modify widgets for each role in the corresponding persona of the relevant JSON layout file.

                                                                                                                                                                                                                                                          The following are the top-level properties for JSON layout based on the role:

                                                                                                                                                                                                                                                          {
                                                                                                                                                                                                                                                              "agent": {
                                                                                                                                                                                                                                                                  "version": "0.1.0",
                                                                                                                                                                                                                                                                  "appTitle": "Webex Contact Center",
                                                                                                                                                                                                                                                                  "logo": "",
                                                                                                                                                                                                                                                                  "taskPageIllustration": "https://www.abc.com/image/logo.jpg",
                                                                                                                                                                                                                                                                  "stopNavigateOnAcceptTask": false,
                                                                                                                                                                                                                                                                  "dragDropEnabled": false,
                                                                                                                                                                                                                                                                  "notificationTimer": 8,
                                                                                                                                                                                                                                                                  "maximumNotificationCount": 3,
                                                                                                                                                                                                                                                                  "browserNotificationTimer": 8,
                                                                                                                                                                                                                                                                  "wxmConfigured": false,
                                                                                                                                                                                                                                                                  "desktopChatApp": {
                                                                                                                                                                                                                                                                      "webexConfigured": false,
                                                                                                                                                                                                                                                                  }
                                                                                                                                                                                                                                                                  "headerActions": ["outdial", "notification"],
                                                                                                                                                                                                                                                                  "area": {
                                                                                                                                                                                                                                                                      "advancedHeader": {
                                                                                                                                                                                                                                                                          ...
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "panel": {
                                                                                                                                                                                                                                                                          ...
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "navigation": {
                                                                                                                                                                                                                                                                          ...
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "persistent": {
                                                                                                                                                                                                                                                                          ...
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "headless": {
                                                                                                                                                                                                                                                                          ...
                                                                                                                                                                                                                                                                      }
                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                              "supervisor": {
                                                                                                                                                                                                                                                                  "version": "0.1.0",
                                                                                                                                                                                                                                                                  "appTitle": "Webex Contact Center",
                                                                                                                                                                                                                                                                  "logo": "",
                                                                                                                                                                                                                                                                  "taskPageIllustration": "https://www.abc.com/image/logo.jpg",
                                                                                                                                                                                                                                                                  "stopNavigateOnAcceptTask": false,
                                                                                                                                                                                                                                                                  "dragDropEnabled": false,
                                                                                                                                                                                                                                                                  "notificationTimer": 8,
                                                                                                                                                                                                                                                                  "maximumNotificationCount": 3,
                                                                                                                                                                                                                                                                  "browserNotificationTimer": 8,
                                                                                                                                                                                                                                                                  "wxmConfigured": false,
                                                                                                                                                                                                                                                                  "desktopChatApp": {
                                                                                                                                                                                                                                                                      "webexConfigured": false,
                                                                                                                                                                                                                                                                  }
                                                                                                                                                                                                                                                                  "headerActions": ["outdial", "notification"],
                                                                                                                                                                                                                                                                  "area": {
                                                                                                                                                                                                                                                                      "advancedHeader": {
                                                                                                                                                                                                                                                                          ...
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "panel": {
                                                                                                                                                                                                                                                                          ...
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "navigation": {
                                                                                                                                                                                                                                                                          ...
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "persistent": {
                                                                                                                                                                                                                                                                          ...
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "headless": {
                                                                                                                                                                                                                                                                          ...
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "homePage": {
                                                                                                                                                                                                                                                                          ...
                                                                                                                                                                                                                                                                      }
                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                              }
                                                                                                                                                                                                                                                              "supervisorAgent": {
                                                                                                                                                                                                                                                                  "version": "0.1.0",
                                                                                                                                                                                                                                                                  "appTitle": "Webex Contact Center",
                                                                                                                                                                                                                                                                  "logo": "",
                                                                                                                                                                                                                                                                  "taskPageIllustration": "https://www.abc.com/image/logo.jpg",
                                                                                                                                                                                                                                                                  "stopNavigateOnAcceptTask": false,
                                                                                                                                                                                                                                                                  "dragDropEnabled": false,
                                                                                                                                                                                                                                                                  "notificationTimer": 8,
                                                                                                                                                                                                                                                                  "maximumNotificationCount": 3,
                                                                                                                                                                                                                                                                  "browserNotificationTimer": 8,
                                                                                                                                                                                                                                                                  "wxmConfigured": false,
                                                                                                                                                                                                                                                                  "desktopChatApp": {
                                                                                                                                                                                                                                                                      "webexConfigured": false,
                                                                                                                                                                                                                                                                  }
                                                                                                                                                                                                                                                                  "headerActions": ["outdial", "notification"],
                                                                                                                                                                                                                                                                  "area": {
                                                                                                                                                                                                                                                                      "advancedHeader": {
                                                                                                                                                                                                                                                                          ...
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "panel": {
                                                                                                                                                                                                                                                                          ...
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "navigation": {
                                                                                                                                                                                                                                                                          ...
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "persistent": {
                                                                                                                                                                                                                                                                          ...
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "headless": {
                                                                                                                                                                                                                                                                          ...
                                                                                                                                                                                                                                                                      }
                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                              }
                                                                                                                                                                                                                                                          },

                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • The changes made to the JSON layout properties take effect when the Desktop browser is refreshed.

                                                                                                                                                                                                                                                          • If a feature that you enabled on JSON layout is not available on the Desktop, contact Cisco Support to enable the feature.

                                                                                                                                                                                                                                                          • All the properties in the JSON layout are case sensitive.

                                                                                                                                                                                                                                                          appTitle

                                                                                                                                                                                                                                                          To specify a title on the horizontal header of the Desktop. The default title is Webex Contact Center.

                                                                                                                                                                                                                                                          Example:

                                                                                                                                                                                                                                                          "appTitle": "Webex Contact Center"


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          The default appTitle is changed from Contact Center Desktop to Webex Contact Center. There is no impact on the existing custom layouts that use the old default appTitle (Contact Center Desktop). To use the new appTitle, you must modify the custom layout. However, the new global layout uses the default appTitle as Webex Contact Center.

                                                                                                                                                                                                                                                          The title can either be text, an image, or an empty string. The title text appears in two rows. If the text extends beyond the second row, an ellipsis icon is displayed, and the tooltip displays the complete title. Styles cannot be applied to the title.

                                                                                                                                                                                                                                                          You can either use data URIs (Uniform Resource Identifier) or host a custom title image on a content delivery network (CDN), Amazon Web Services (AWS) Simple Storage Service (S3) bucket, or a similar hosting service, and then specify the URL to the hosted image. The supported title image formats are PNG, JPG, JPEG, GIF, SVG, and WebP. The supported title image size is 184 x 32 pixels (width x height).

                                                                                                                                                                                                                                                          logo

                                                                                                                                                                                                                                                          To specify a URL for the company logo. If you do not provide a URL, then the Webex Contact Center logo appears by default.

                                                                                                                                                                                                                                                          Example:

                                                                                                                                                                                                                                                          "logo": "https://my-cdn.com/logo.png"

                                                                                                                                                                                                                                                          You can host a custom logo image on a CDN, Amazon Web Services (AWS) Simple Storage Service (S3) bucket, or a similar hosting service, and then specify the URL to the hosted image. The supported logo image formats are PNG, JPG, JPEG, GIF, SVG, and WebP. The supported logo image size is 96 x 32 pixels (width x height).

                                                                                                                                                                                                                                                          Table 10. Display Matrix for appTitle and logo Based on the Desktop Layout Configuration
                                                                                                                                                                                                                                                          Condition Example appTitle logo
                                                                                                                                                                                                                                                          If appTitle and logo are not configured
                                                                                                                                                                                                                                                          "appTitle": "",
                                                                                                                                                                                                                                                            "logo": "",
                                                                                                                                                                                                                                                          
                                                                                                                                                                                                                                                          No title Default logo
                                                                                                                                                                                                                                                          If appTitle and logo are configured
                                                                                                                                                                                                                                                          "appTitle": "ABC Company",
                                                                                                                                                                                                                                                            "logo": "https://my-cdn.com/abclogo.png",
                                                                                                                                                                                                                                                          
                                                                                                                                                                                                                                                          Configured text Configured logo
                                                                                                                                                                                                                                                          If appTitle is configured and logo is not configured
                                                                                                                                                                                                                                                          "appTitle": "ABC Company",
                                                                                                                                                                                                                                                            "logo": "",
                                                                                                                                                                                                                                                          
                                                                                                                                                                                                                                                          Configured text Default logo

                                                                                                                                                                                                                                                          If appTitle is not configured and logo is configured

                                                                                                                                                                                                                                                          "appTitle": "",
                                                                                                                                                                                                                                                            "logo": "https://my-cdn.com/abclogo.png",
                                                                                                                                                                                                                                                          
                                                                                                                                                                                                                                                          No title Configured logo
                                                                                                                                                                                                                                                          If appTitle is configured and logo is not preferred
                                                                                                                                                                                                                                                          "appTitle": "ABC Company",
                                                                                                                                                                                                                                                            "logo": "no-logo",
                                                                                                                                                                                                                                                          
                                                                                                                                                                                                                                                          Configured text No logo

                                                                                                                                                                                                                                                          If appTitle is not configured and logo is not preferred

                                                                                                                                                                                                                                                          "appTitle": "",
                                                                                                                                                                                                                                                            "logo": "no-logo",
                                                                                                                                                                                                                                                          
                                                                                                                                                                                                                                                          No title No logo
                                                                                                                                                                                                                                                          If appTitle is added as an image and logo is configured
                                                                                                                                                                                                                                                          "appTitle": "https://my-cdn.com/abccompanylogo.png ",
                                                                                                                                                                                                                                                            "logo": "https://my-cdn.com/abclogo.png",
                                                                                                                                                                                                                                                          
                                                                                                                                                                                                                                                          Configured image Configured logo

                                                                                                                                                                                                                                                          If appTitle is added as an image and logo is not configured

                                                                                                                                                                                                                                                          "appTitle": "https://my-cdn.com/abccompanylogo.png ",
                                                                                                                                                                                                                                                            "logo": "",
                                                                                                                                                                                                                                                          
                                                                                                                                                                                                                                                          Configured image Default logo

                                                                                                                                                                                                                                                          If appTitle is added as an image and logo is not preferred

                                                                                                                                                                                                                                                          "appTitle": "https://my-cdn.com/abccompanylogo.png ",
                                                                                                                                                                                                                                                            "logo": "no-logo",
                                                                                                                                                                                                                                                          
                                                                                                                                                                                                                                                          Configured image No logo

                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • The custom image size is adjusted based on the aspect ratio. The custom title text that is configured earlier may now appear in two rows on the Desktop. To avoid this, you can modify the custom title text.

                                                                                                                                                                                                                                                          • If title and logo are not configured in the horizontal header of the Desktop, that space is used by the header widgets. The header widgets must be configured correctly to use the title and logo space.

                                                                                                                                                                                                                                                          • The title and logo together cannot exceed the maximum width of 304 pixels (including padding). If the logo width is lesser than 96 pixels, the remaining width can be used for the title.

                                                                                                                                                                                                                                                          • If the custom image size is higher than the supported size, the image size is adjusted based on the aspect ratio in the horizontal header. If the custom image size is lesser than the supported size, the actual image size is retained in the horizontal header.

                                                                                                                                                                                                                                                          taskPageIllustration

                                                                                                                                                                                                                                                          To specify a custom illustration for the task page based on organization preferences and brand alignment. When an agent signs in, the task page displays the configured illustration as a background. By default, the task page appears without illustration.

                                                                                                                                                                                                                                                          Example:

                                                                                                                                                                                                                                                          "taskPageIllustration": "https://www.abc.com/image/logo.jpg",

                                                                                                                                                                                                                                                          You can either use data URIs or host a custom illustration on a content delivery network (CDN), Amazon Web Services (AWS) Simple Storage Service (S3) bucket, or a similar hosting service, and then specify the URL to the hosted illustration. The illustration can be configured at the global or team level based on the layout definition. Ensure to configure the correct URL to prevent the broken image from being displayed on the Desktop.

                                                                                                                                                                                                                                                          The supported task page illustration formats are PNG, JPG, JPEG, GIF, SVG, and WebP. The recommended illustration size is 400 x 400 pixels (width x height). If the custom illustration size is larger than the recommended size, the illustration size is adjusted based on the aspect ratio in the task page. If the custom illustration size is smaller than the recommended size, the actual illustration size is retained in the task page.

                                                                                                                                                                                                                                                          Sample example for a custom illustration retaining the actual size
                                                                                                                                                                                                                                                          Sample example for a custom illustration adjusted based on the aspect ratio
                                                                                                                                                                                                                                                          stopNavigateOnAcceptTask

                                                                                                                                                                                                                                                          To determine whether to shift the focus to a newly accepted task, when the agent accepts the new task while working on a previous task. The default value is false.

                                                                                                                                                                                                                                                          Example:

                                                                                                                                                                                                                                                          "stopNavigateOnAcceptTask": false

                                                                                                                                                                                                                                                          If the value is set as true, when the user accepts a new task on the Desktop, the focus is retained on the previous task and does not shift to the newly accepted task. This setting prevents the user from losing any data when accepting a new request.

                                                                                                                                                                                                                                                          For example, consider that Agent 1 is on chat with Customer 1 and simultaneously on a voice call with Customer 2. During the voice call, Agent 1 is updating the details of Customer 2 in the Interaction Control pane. Currently, Agent 1 has two active tasks in the Task List pane, and the focus is on the Interaction Control pane. When Agent 1 accepts a new chat request from Customer 3, the focus remains on the Interaction Control pane with Customer 2 and does not shift to the newly accepted chat request.

                                                                                                                                                                                                                                                          To retain the focus on the previous task and not to shift to the newly accepted task, select the custom layout with the stopNavigateOnAcceptTask property value set to true.

                                                                                                                                                                                                                                                          If the stopNavigateOnAcceptTask property value is not entered in the JSON layout, the Desktop shifts the focus to the newly accepted task. The behavior is similar to when the stopNavigateOnAcceptTask property value is set to false.


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • The setting applies to all tasks (voice and digital channels) performed on the Desktop—such as accepting a task, conference, consult, or transfer, and for outdial calls, outbound campaign calls, auto wrap up, and so on.

                                                                                                                                                                                                                                                          • The setting does not apply if the Desktop user is on the Home page, with no active task in the Task List pane. In such a case, when a new task is accepted, the focus is shifted from the Home page to the newly accepted task.

                                                                                                                                                                                                                                                          dragDropEnabled

                                                                                                                                                                                                                                                          To enable the drag-and-drop and resizing of the widgets on the custom pages, set the value to true. The default value is false.

                                                                                                                                                                                                                                                          Example:

                                                                                                                                                                                                                                                          "dragDropEnabled": false

                                                                                                                                                                                                                                                          For more information about enabling the drag-and-drop feature for the tabs in the Auxiliary Information pane, see Auxiliary Information Pane.

                                                                                                                                                                                                                                                          notificationTimer

                                                                                                                                                                                                                                                          To set the duration (in seconds) after which the desktop notifications on the Desktop are automatically dismissed. The notification appears at the top-right corner of the Desktop. The default timeout value is 8 seconds. The valid range for timeout values is 1-10 seconds. For the timeout changes to take effect, the browser must be refreshed after the changes are made.

                                                                                                                                                                                                                                                          Example:

                                                                                                                                                                                                                                                          "notificationTimer": 8
                                                                                                                                                                                                                                                          maximumNotificationCount

                                                                                                                                                                                                                                                          To set the number of desktop notifications to be displayed at a time on the Desktop. The default value is 3. The range for desktop notifications is 1-10. The desktop notifications are stacked. If there are many notifications, they appear with a slight delay depending on the notificationTimer settings.

                                                                                                                                                                                                                                                          Example:

                                                                                                                                                                                                                                                          "maximumNotificationCount": 3
                                                                                                                                                                                                                                                          browserNotificationTimer

                                                                                                                                                                                                                                                          To set the duration (in seconds) after which the browser toaster notifications on the Desktop are automatically dismissed. Toaster is a native browser notification that appears only if the Desktop is not the active browser window or tab. The Desktop browser window or tab is inactive when

                                                                                                                                                                                                                                                          • You are working on other browser windows or tabs.

                                                                                                                                                                                                                                                          • You are working on other applications.

                                                                                                                                                                                                                                                          • You have minimized the Desktop browser window.

                                                                                                                                                                                                                                                          The notification appears at the top-right corner of the Desktop. The default timeout value is 8 seconds. The recommended range for timeout values is 5-15 seconds. For the timeout changes to take effect, the browser must be refreshed after the changes are made.

                                                                                                                                                                                                                                                          Example:

                                                                                                                                                                                                                                                          "browserNotificationTimer": 8

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          The configured timeout for browser notifications depends on the operating system and browser settings. The timeout value is honored in the Chrome browser across Windows OS, Chrome OS, and macOS. However, the other supported browsers do not honor the configured notification timeout value consistently.

                                                                                                                                                                                                                                                          wxmConfigured

                                                                                                                                                                                                                                                          (Optional) To configure Webex Experience Management, set the value to true. The default value is false. For more information, see Add Widgets to Webex Contact Center.

                                                                                                                                                                                                                                                          Example:

                                                                                                                                                                                                                                                          "wxmConfigured": true
                                                                                                                                                                                                                                                          desktopChatApp

                                                                                                                                                                                                                                                          To configure multiple Cisco-offered chat applications such as Webex App.

                                                                                                                                                                                                                                                          webexConfigured

                                                                                                                                                                                                                                                          Webex App along with its messaging and meeting functionalities can be configured within the Desktop. This configuration allows agents to collaborate with other agents, supervisors, and subject matter experts (SMEs) in their organization without navigating away from the Desktop.


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • The site administrator manages Webex Meeting users and assigns privileges only if the users have Webex Enterprise Edition. For more information, see Manage Webex Meetings Users in Cisco Webex Control Hub.

                                                                                                                                                                                                                                                          • The supervisors and SMEs must download the Webex Client on their system (personal device) or access Webex App using Webex App for Web ( https://web.webex.com/). For more information, see Download the App.

                                                                                                                                                                                                                                                          • You can access the Webex App within the Agent Desktop to collaborate with other agents, supervisors, and subject matter experts (SMEs) of your organization without navigating away from the Agent Desktop. The call control feature isn't available. To receive and make calls, you require the external, non-embedded Webex App. For more information, see Calling Apps.

                                                                                                                                                                                                                                                          To configure Webex App within the Desktop:

                                                                                                                                                                                                                                                          • In Cisco Webex Control Hub, when adding services for a user, select the Advanced Messaging check box (Users > Manage Users > Services > Messaging). For more information, see Manage User Accounts in Cisco Webex Site Administration.

                                                                                                                                                                                                                                                          • In the custom Desktop Layout, set the webexConfigured property value to true.

                                                                                                                                                                                                                                                            Example:

                                                                                                                                                                                                                                                            "desktopChatApp": {
                                                                                                                                                                                                                                                                "webexConfigured": true
                                                                                                                                                                                                                                                            },

                                                                                                                                                                                                                                                            The default value of the webexConfigured property is false.


                                                                                                                                                                                                                                                             

                                                                                                                                                                                                                                                            Webex App is available for the agent, supervisor, and supervisorAgent roles only if you set the webexConfigured property value to true for each of these roles. The agent, supervisor, or supervisorAgent can't sign out of Webex App.

                                                                                                                                                                                                                                                            To display the (Webex) icon on the horizontal header of the Desktop, enter the value webex in the headerActions property. For more information, see headerActions.

                                                                                                                                                                                                                                                            To enable Webex App for a specific team, select the custom layout with the webexConfigured property value set to true. For more information, see Create a team.

                                                                                                                                                                                                                                                          You can configure Webex App in the Auxiliary Information pane, custom page, and custom widget also. For more information, see Auxiliary Information Pane.

                                                                                                                                                                                                                                                          Webex App Notification

                                                                                                                                                                                                                                                          The values that are specified using the notificationTimer and browserNotificationTimer properties for the notification timer are applicable for Webex App. The default timeout value is 8 seconds for these properties. For more information, see notificationTimer and browserNotificationTimer.

                                                                                                                                                                                                                                                          headerActions

                                                                                                                                                                                                                                                          To change the order of the icons on the horizontal header of the Desktop. The default order is as follows:

                                                                                                                                                                                                                                                          1. (Webex)

                                                                                                                                                                                                                                                          2. (Outdial Call)

                                                                                                                                                                                                                                                          3. (Notification Center)

                                                                                                                                                                                                                                                          Set the value of the headerActions property as follows:

                                                                                                                                                                                                                                                          Icon Name

                                                                                                                                                                                                                                                          headerActions Property Value

                                                                                                                                                                                                                                                          Webex App

                                                                                                                                                                                                                                                          webex

                                                                                                                                                                                                                                                          Outdial Call

                                                                                                                                                                                                                                                          outdial

                                                                                                                                                                                                                                                          Notification Center

                                                                                                                                                                                                                                                          notification

                                                                                                                                                                                                                                                          Example:

                                                                                                                                                                                                                                                          "headerActions": ["webex", "outdial", "notification"],

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          The headerActions property value is case sensitive.

                                                                                                                                                                                                                                                          To change the default order of the icons, enter the headerActions property and the values in the custom layout accordingly.

                                                                                                                                                                                                                                                          Example:

                                                                                                                                                                                                                                                          "headerActions": ["notification", "outdial", "webex"],

                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • If you do not enter the headerActions property and values in the custom layout, the icons are displayed in the default order.

                                                                                                                                                                                                                                                          • To remove the header icons and the associated functionalities from the Desktop, set an empty value for the headerActions property ("headerActions": []). However, if you have added Webex App to the Auxiliary Information pane or a custom page, or as a custom widget, the agent can still access Webex App although Webex App is not available in the horizontal header of the Desktop.

                                                                                                                                                                                                                                                          • If the webexConfigured property value is set as false, the Webex App icon is not displayed on the horizontal header of the Desktop, even if the webex value is added in the headerActions property. For more information, see webexConfigured.

                                                                                                                                                                                                                                                          area

                                                                                                                                                                                                                                                          The area property is the core section of the Desktop Layout. You can define the layout as per the area.

                                                                                                                                                                                                                                                          "area": {
                                                                                                                                                                                                                                                              "header": {
                                                                                                                                                                                                                                                                  ...
                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                              "advancedHeader: {
                                                                                                                                                                                                                                                                  {
                                                                                                                                                                                                                                                                    "comp": "widget-1",
                                                                                                                                                                                                                                                                    "attributes": { ... },
                                                                                                                                                                                                                                                                    "script": ....
                                                                                                                                                                                                                                                                  }
                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                              "panel": {
                                                                                                                                                                                                                                                                  ...
                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                              "navigation": {
                                                                                                                                                                                                                                                                  ...
                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                              "persistent": {
                                                                                                                                                                                                                                                                  ...
                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                              "headless": {
                                                                                                                                                                                                                                                                  ...
                                                                                                                                                                                                                                                              }
                                                                                                                                                                                                                                                          },

                                                                                                                                                                                                                                                          You can configure the following area objects:

                                                                                                                                                                                                                                                          • Panel: Represents the second panel or the right-most panel in the Auxiliary Information pane.

                                                                                                                                                                                                                                                          • Navigation: Represents custom pages and their navigation elements that are related to the pages.

                                                                                                                                                                                                                                                          • Persistent: Represents the page-level widgets that are persistent and display on all pages of the Desktop.

                                                                                                                                                                                                                                                          • Headless: Represents the widgets that do not have a visual interface, but execute logic in the background.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          If advancedHeader property is configured, the header and headerActions properties must be removed.

                                                                                                                                                                                                                                                          advancedHeader

                                                                                                                                                                                                                                                          To customise the visibility and change the order of the icons on the horizontal header of the Desktop. The default order is as follows:

                                                                                                                                                                                                                                                          1. (Webex)

                                                                                                                                                                                                                                                          2. (Outdial Call)

                                                                                                                                                                                                                                                          3. (Notification Center)

                                                                                                                                                                                                                                                          4. (Agent State Selector)

                                                                                                                                                                                                                                                          Set the value of the advancedHeader property as follows:

                                                                                                                                                                                                                                                          Icon Name

                                                                                                                                                                                                                                                          headerActions Property Value

                                                                                                                                                                                                                                                          Webex App

                                                                                                                                                                                                                                                          agentx-webex

                                                                                                                                                                                                                                                          Outdial Call

                                                                                                                                                                                                                                                          agentx-outdial

                                                                                                                                                                                                                                                          Notification Center

                                                                                                                                                                                                                                                          agentx-notification

                                                                                                                                                                                                                                                          Agent State Selector

                                                                                                                                                                                                                                                          agentx-state-selector

                                                                                                                                                                                                                                                          Example:

                                                                                                                                                                                                                                                          "advancedHeader": [
                                                                                                                                                                                                                                                                  {
                                                                                                                                                                                                                                                                    "comp": "agentx-webex"
                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                                  {
                                                                                                                                                                                                                                                                    "comp": "agentx-outdial"
                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                                  {
                                                                                                                                                                                                                                                                    "comp": "agentx-notification"
                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                                  {
                                                                                                                                                                                                                                                                    "comp": "agentx-state-selector"
                                                                                                                                                                                                                                                                  }
                                                                                                                                                                                                                                                                  {
                                                                                                                                                                                                                                                                    "comp": "widget-1",
                                                                                                                                                                                                                                                                    "attributes": { ... },
                                                                                                                                                                                                                                                                    "script": ....
                                                                                                                                                                                                                                                                  }
                                                                                                                                                                                                                                                                ]

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          The advancedHeader property value is case sensitive.

                                                                                                                                                                                                                                                          To change the default order of the icons, enter the advancedHeader property and the values in the custom layout accordingly.

                                                                                                                                                                                                                                                          The widgets flow into the dropdown menu from left to right.


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • If you do not enter the advancedHeader property in the custom layout, the default header is displayed.

                                                                                                                                                                                                                                                          • When advanced header is enabled, you should move the widgets from the exisiting header to the advanced header as per the example.

                                                                                                                                                                                                                                                          • When advanced header is enabled, old header will not be displayed.

                                                                                                                                                                                                                                                          • Every widget icon has a default padding and margin that is defined through CSS and cannot be customised through desktop.

                                                                                                                                                                                                                                                          • The location of the logo, title, and profile icons are fixed and cannot be customised.

                                                                                                                                                                                                                                                          • To remove the header icons and the associated functionalities from the Desktop, set an empty value for the associated component in the advancedHeader property ("advancedHeader": []).

                                                                                                                                                                                                                                                            If you have added Webex App to the Auxiliary Information pane or a custom page, or as a custom widget, the agent can still access Webex App although Webex App is not available in the horizontal header of the Desktop.

                                                                                                                                                                                                                                                          • If you add a widget with a long label, a truncated label name is displayed according to the space available.

                                                                                                                                                                                                                                                            You can use the attribute textContent to add a label to a widget.

                                                                                                                                                                                                                                                            Example:

                                                                                                                                                                                                                                                            {
                                                                                                                                                                                                                                                                      "comp": "timer-widget",
                                                                                                                                                                                                                                                                      "attributes": { "duration": "08:00:00" },
                                                                                                                                                                                                                                                                      "textContent": "Count Down Timer for Current Shift",
                                                                                                                                                                                                                                                                      "script": "https://wxcc-demo.s3.amazonaws.com/widgets/timer-widget.js"
                                                                                                                                                                                                                                                                    }

                                                                                                                                                                                                                                                            The label "Count Down Timer for Current Shift" will be truncated and displayed according to the space available.

                                                                                                                                                                                                                                                            • Avoid adding widgets with a long label.

                                                                                                                                                                                                                                                            • When a widget flows to the drop-down, only the widget icon is clickable.

                                                                                                                                                                                                                                                          • If the webexConfigured property value is set as false, the Webex App icon is not displayed on the horizontal header of the Desktop, even if the webex value is added in the advancedHeader property. For more information, see webexConfigured.

                                                                                                                                                                                                                                                          Home Page

                                                                                                                                                                                                                                                          When you sign in to the Desktop, you land on the Home Page.


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          The Home Page is only applicable to Supervisors and SupervisorAgent persona.

                                                                                                                                                                                                                                                          You can view the following widgets on the Home Page. Analyzer widgets are provided by default, but the administrator can also configure Persistent and Custom widgets. For more information, see JSON Layout Top-Level Properties.

                                                                                                                                                                                                                                                          Analyzer Widgets

                                                                                                                                                                                                                                                          By default, Analyzer widget displays on the Desktop Home Page.

                                                                                                                                                                                                                                                          Home Page Layout Configuration

                                                                                                                                                                                                                                                          You can configure the Home Page of the Desktop to display layout that is based on your organization preferences and brand alignment. Edit the Homepage field to configure the home page. You can configure the following components to be displayed in the Home Page when a user signs in to the Desktop:

                                                                                                                                                                                                                                                          • A Welcome message

                                                                                                                                                                                                                                                          • The Task icon on the Navigation bar to navigate to the Task pane. The Task icon is displayed for the Supervisor and Supervisor & Agent role with the call monitoring feature enabled. Task pane displays incoming customer requests, active and past customer interactions, and active monitoring requests.

                                                                                                                                                                                                                                                          • Filter sections such as Queue Name, Channel Type, and Managed Teams.

                                                                                                                                                                                                                                                          The following table describes the page properties that are required to configure the Home Page:

                                                                                                                                                                                                                                                          Table 11. Dynamic Home Page Layout—page Properties

                                                                                                                                                                                                                                                          Property

                                                                                                                                                                                                                                                          Description and Code

                                                                                                                                                                                                                                                          page > useFlexLayout

                                                                                                                                                                                                                                                          Flex layout is a new web component. It doesn't change the existing widgets. The new flex layout uses the same layout configuration format in a simplified way. It's backward compatible and doesn't impact existing widgets. You need to configure the JSON layout. To configure the JSON layout, provide the height and width of the widget. The widget is rendered in the same sequence as it's configured inside the JSON layout. Widgets have a default margin of 8 px.

                                                                                                                                                                                                                                                          The JSON layout is based on the dimensions (width x height) and coordinates (X, Y, and Z) of the widgets.

                                                                                                                                                                                                                                                          The flexible layout supports capabilities such as individual widget resize, maximize widgets, and so on.

                                                                                                                                                                                                                                                          The height of individual widgets is measured in pixels. 1 unit of height = 40 pixels. The width of the widget depends on the number of columns in the container and the number of columns that change based on the container width.

                                                                                                                                                                                                                                                          Widgets are displayed from the left to the right. The advanced layout engine uses custom logic to apply both horizontal and vertical space adjustment of widgets. Initially, the layout loads horizontally. After loading horizontally, the widget loads vertically and ensures that space utilization is optimal.

                                                                                                                                                                                                                                                          Configure the widgets based on the screen size. You can either increase or decrease the width of the widgets, based on the screen size. This renders the widgets more readable and usable.

                                                                                                                                                                                                                                                          Flex layout provides standard breakpoints such as large, medium, small, and extra small.

                                                                                                                                                                                                                                                          • Large widgets have a resolution of 1360 px or more. For large widgets, specify the column value as 12.

                                                                                                                                                                                                                                                          • Medium widgets have a resolution of 1070 px to 1360 px. For medium widgets, specify the column value as 10.

                                                                                                                                                                                                                                                          • Small widgets have a resolution of 850 px to 1070 px. For small widgets, specify the column value as 6.

                                                                                                                                                                                                                                                          • Extra small widgets have a resolution of 500 px. For extra small widgets, specify the column value as 4.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          These pixels might vary based on the operating system and the broswer.

                                                                                                                                                                                                                                                          "page": {
                                                                                                                                                                                                                                                                    "id": "landing",
                                                                                                                                                                                                                                                                    "useFlexLayout": true,
                                                                                                                                                                                                                                                                    "widgets": {
                                                                                                                                                                                                                                                                      "comp1": {
                                                                                                                                                                                                                                                                        "comp": "div",
                                                                                                                                                                                                                                                                        "width": 4,
                                                                                                                                                                                                                                                                        "height": 4,
                                                                                                                                                                                                                                                                        "textContent": "Widget 1",
                                                                                                                                                                                                                                                                        "attributes": {
                                                                                                                                                                                                                                                                          "style": "width: max-content; margin: 80px 240px; color: white;"
                                                                                                                                                                                                                                                                        }
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "comp2": {
                                                                                                                                                                                                                                                                        "comp": "div",
                                                                                                                                                                                                                                                                        "width": 4,
                                                                                                                                                                                                                                                                        "height": 4,
                                                                                                                                                                                                                                                                        "textContent": "Widget 2",
                                                                                                                                                                                                                                                                        "attributes": {
                                                                                                                                                                                                                                                                          "style": "width: max-content; margin: 80px 240px;color: white;"
                                                                                                                                                                                                                                                                        }
                                                                                                                                                                                                                                                                      }
                                                                                                                                                                                                                                                                    }
                                                                                                                                                                                                                                                          

                                                                                                                                                                                                                                                          page > comp

                                                                                                                                                                                                                                                          Ensure you provide a unique custom component.

                                                                                                                                                                                                                                                          "comp": "page-title",

                                                                                                                                                                                                                                                          The page-title component represents level 2 heading <h2> of the custom HTML element.

                                                                                                                                                                                                                                                          page > pageHeader

                                                                                                                                                                                                                                                          Ensure to specify a title string that can be static, dynamic, or both.

                                                                                                                                                                                                                                                          The page-title component represents level 2 heading <h2> in the custom HTML element.

                                                                                                                                                                                                                                                          • Static string: For example, Hey, Welcome!

                                                                                                                                                                                                                                                            "comp": "page-title",
                                                                                                                                                                                                                                                            "attributes": {
                                                                                                                                                                                                                                                                "pageTitle": "Hey, Welcome!"
                                                                                                                                                                                                                                                            }
                                                                                                                                                                                                                                                          • Dynamic string: To fetch the value from the STORE. For example, Jane Doe.

                                                                                                                                                                                                                                                            "comp": "page-title",
                                                                                                                                                                                                                                                            "attributes": {
                                                                                                                                                                                                                                                                "pageTitle": "$STORE.agent.agentName"
                                                                                                                                                                                                                                                            }

                                                                                                                                                                                                                                                          • Both: The combination of static and dynamic strings. For example, Hey Jane Doe, Welcome!

                                                                                                                                                                                                                                                            "comp": "page-title",
                                                                                                                                                                                                                                                            "attributes": {
                                                                                                                                                                                                                                                                "pageTitle": "Hey {$STORE.agent.agentName}, Welcome!"
                                                                                                                                                                                                                                                            }

                                                                                                                                                                                                                                                            You must enclose the dynamic part of the string within the closed curly brackets {} and prefix with the structure $.

                                                                                                                                                                                                                                                          page > pageSubHeader

                                                                                                                                                                                                                                                          Ensure to add Sub Header that displays on the Desktop. The user can add Go to Analyzer in the Sub Header.

                                                                                                                                                                                                                                                          • Code block for Sub Header

                                                                                                                                                                                                                                                            "useFlexLayout": true,
                                                                                                                                                                                                                                                                      "pageSubHeader": {
                                                                                                                                                                                                                                                                        "comp": "div",
                                                                                                                                                                                                                                                                        "attributes": {
                                                                                                                                                                                                                                                                          "style": "display: flex; float:right;margin:16px 0px 16px 16px"
                                                                                                                                                                                                                                                                        },
                                                                                                                                                                                                                                                                        "children": [
                                                                                                                                                                                                                                                                          {
                                                                                                                                                                                                                                                                            "comp": "div",
                                                                                                                                                                                                                                                                            "children": [
                                                                                                                                                                                                                                                                              {
                                                                                                                                                                                                                                                                                "comp": "md-label",
                                                                                                                                                                                                                                                                                "textContent": "$I18N.pageSubHeader.queueName",
                                                                                                                                                                                                                                                                                "attributes": {
                                                                                                                                                                                                                                                                                  "style": "margin-bottom:8px;"
                                                                                                                                                                                                                                                                                }
                                                                                                                                                                                                                                                          • Code block for Go to Analyzer in Sub Header

                                                                                                                                                                                                                                                            {
                                                                                                                                                                                                                                                                            "comp": "div",
                                                                                                                                                                                                                                                                            "children": [
                                                                                                                                                                                                                                                                              {
                                                                                                                                                                                                                                                                                "comp": "agentx-more-actions-wrapper",
                                                                                                                                                                                                                                                                                "properties": {
                                                                                                                                                                                                                                                                                  "actionList": [
                                                                                                                                                                                                                                                                                    {
                                                                                                                                                                                                                                                                                      "comp": "agentx-wc-goto-analyzer"
                                                                                                                                                                                                                                                                                    }
                                                                                                                                                                                                                                                                                  ]
                                                                                                                                                                                                                                                                                }
                                                                                                                                                                                                                                                                              }
                                                                                                                                                                                                                                                          Header Widgets

                                                                                                                                                                                                                                                          The header is used to display inline information, to add drop-down menus, and so on. As the header container has limited vertical space, the overall header height is only 64 pixels. For more information on the layout alignment, see the layout property section.

                                                                                                                                                                                                                                                          Example:

                                                                                                                                                                                                                                                          "header":{
                                                                                                                                                                                                                                                             "id":"header",
                                                                                                                                                                                                                                                             "widgets":{
                                                                                                                                                                                                                                                                "head1":{
                                                                                                                                                                                                                                                                   "comp":"header-widget-one",
                                                                                                                                                                                                                                                                   "script":"https://my-cdn.com/dynamic-widgets/header-widget-one.js",
                                                                                                                                                                                                                                                                },
                                                                                                                                                                                                                                                                "head2":{
                                                                                                                                                                                                                                                                   "comp":"header-widget-two",
                                                                                                                                                                                                                                                                   "script":"https://my-cdn.com/dynamic-widgets/header-widget-two.js",
                                                                                                                                                                                                                                                                }
                                                                                                                                                                                                                                                             },
                                                                                                                                                                                                                                                             "layout":{
                                                                                                                                                                                                                                                                "areas":[[ "head1", "head2" ]], 
                                                                                                                                                                                                                                                                "size": { "cols": [1, 1], "rows": [1] } 
                                                                                                                                                                                                                                                                } 
                                                                                                                                                                                                                                                          }

                                                                                                                                                                                                                                                          To add a tooltip for a header widget, wrap the component with md-tooltip. Enter tooltip information in the message property.

                                                                                                                                                                                                                                                          Example:

                                                                                                                                                                                                                                                          "header": {
                                                                                                                                                                                                                                                              "id": "dw-header",
                                                                                                                                                                                                                                                              "widgets": {
                                                                                                                                                                                                                                                                  "head1": {
                                                                                                                                                                                                                                                                      "comp": "md-tooltip",
                                                                                                                                                                                                                                                                      "attributes": {
                                                                                                                                                                                                                                                                          "message": "Netlify"
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "children": [{
                                                                                                                                                                                                                                                                          "comp": "agentx-wc-iframe",
                                                                                                                                                                                                                                                                          "attributes": {
                                                                                                                                                                                                                                                                              "src": "https://keen-jackson-8d352f.netlify.app"
                                                                                                                                                                                                                                                                          }
                                                                                                                                                                                                                                                                      }]
                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                          
                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                          }

                                                                                                                                                                                                                                                          You must add the style attributes display and height to configure any widgets through iFrame in the customizable widget area in the header. The best fit value of the height attribute is 64 pixels.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Ensure that you add the style attributes to the existing header widgets for them to load as expected within the iFrame.

                                                                                                                                                                                                                                                          Example:

                                                                                                                                                                                                                                                          "head1": {
                                                                                                                                                                                                                                                              "comp": "agentx-wc-iframe",
                                                                                                                                                                                                                                                              "attributes": {
                                                                                                                                                                                                                                                                  "src": "https://widget-kad.s3.amazonaws.com/Headers/Timer/Timer.htm",
                                                                                                                                                                                                                                                                  "style": "height:64px;display:flex;"
                                                                                                                                                                                                                                                              }
                                                                                                                                                                                                                                                          
                                                                                                                                                                                                                                                          
                                                                                                                                                                                                                                                          },


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          We recommend that you use only a single row with multiple columns for the header because the header height is only 64 pixels. For more information on the alignment, see the layout property section.

                                                                                                                                                                                                                                                          Navigation (Custom Pages)

                                                                                                                                                                                                                                                          In this section, you can add pages that appear on the left navigation bar. You specify a navigation icon and a unique URL for the widget to appear on the navigation bar. We recommend using a specific prefix for the URL to avoid conflicts. For more details, see the nav property section.

                                                                                                                                                                                                                                                          You can also have a collection of widgets that can display on this page. The page can have a single widget that appears on the screen or a collection of widgets in a grid. For more details on grid arrangement, see the layout property section.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          You do not need to add a dynamic-area wrapper to the widget tree. This means that you can drag and drop and resize widgets on custom pages when you enable this option.

                                                                                                                                                                                                                                                          Example:

                                                                                                                                                                                                                                                          {
                                                                                                                                                                                                                                                              "nav": {
                                                                                                                                                                                                                                                                  "label": “Custom Page”,
                                                                                                                                                                                                                                                                  "icon": "stored-info",
                                                                                                                                                                                                                                                                  "iconType": "momentum",
                                                                                                                                                                                                                                                                  "navigateTo": "dynamic-tabs",
                                                                                                                                                                                                                                                                  "align": "top",
                                                                                                                                                                                                                                                                  "isDefaultLandingPage": true
                                                                                                                                                                                                                                                                       },    
                                                                                                                                                                                                                                                              "page": {
                                                                                                                                                                                                                                                                  "id": “my - custom - page“,
                                                                                                                                                                                                                                                                  "useFlexLayout": true,
                                                                                                                                                                                                                                                                  "widgets": {
                                                                                                                                                                                                                                                                      “
                                                                                                                                                                                                                                                                      comp1”: {
                                                                                                                                                                                                                                                                          "comp": "md-tabs",
                                                                                                                                                                                                                                                                          "children": [{
                                                                                                                                                                                                                                                                                  "comp": "md-tab",
                                                                                                                                                                                                                                                                                  "textContent": "Shift Timer",
                                                                                                                                                                                                                                                                                  "attributes": {
                                                                                                                                                                                                                                                                                      "slot": "tab"
                                                                                                                                                                                                                                                                                  }
                                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                                              {
                                                                                                                                                                                                                                                                                  "comp": "md-tab-panel",
                                                                                                                                                                                                                                                                                  "attributes": {
                                                                                                                                                                                                                                                                                      "slot": "panel"
                                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                                                  "children": [{
                                                                                                                                                                                                                                                                                      "comp": “my - custom - timer”,
                                                                                                                                                                                                                                                                                      “source”: http: //my-cdn.com/my-custom-timer.js
                                                                                                                                                                                                                                                                                          "wrapper": {
                                                                                                                                                                                                                                                                                              "title": "Shift Timer",
                                                                                                                                                                                                                                                                                              "maximizeAreaName": "app-maximize-area"
                                                                                                                                                                                                                                                                                          }
                                                                                                                                                                                                                                                                                  }]
                                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                                              {
                                                                                                                                                                                                                                                                                  "comp": "md-tab",
                                                                                                                                                                                                                                                                                  "textContent": "Stock Market",
                                                                                                                                                                                                                                                                                  "responsive": "false"
                                                                                                                                                                                                                                                                                  "attributes": {
                                                                                                                                                                                                                                                                                      "slot": "tab"
                                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                                              {
                                                                                                                                                                                                                                                                                  "comp": "md-tab-panel",
                                                                                                                                                                                                                                                                                  "attributes": {
                                                                                                                                                                                                                                                                                      "slot": "panel"
                                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                                                  "children": [{
                                                                                                                                                                                                                                                                                      "comp": "agentx-wc-iframe",
                                                                                                                                                                                                                                                                                      "responsive": "false"
                                                                                                                                                                                                                                                                                      "attributes": {
                                                                                                                                                                                                                                                                                          "src": "https://widget-kad.s3.amazonaws.com/Trading.htm"
                                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                                      "wrapper": {
                                                                                                                                                                                                                                                                                          "title": "Stock Market",
                                                                                                                                                                                                                                                                                          "maximizeAreaName": "app-maximize-area"
                                                                                                                                                                                                                                                                                      }
                                                                                                                                                                                                                                                                                  }],
                                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                                              {
                                                                                                                                                                                                                                                                                  "comp": "md-tab",
                                                                                                                                                                                                                                                                                  "textContent": "Widget3",
                                                                                                                                                                                                                                                                                  "attributes": {
                                                                                                                                                                                                                                                                                      "slot": "tab"
                                                                                                                                                                                                                                                                                  }
                                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                                              {
                                                                                                                                                                                                                                                                                  "comp": "md-tab-panel",
                                                                                                                                                                                                                                                                                  "textContent": "Three Content",
                                                                                                                                                                                                                                                                                  "attributes": {
                                                                                                                                                                                                                                                                                      "slot": "panel"
                                                                                                                                                                                                                                                                                  }
                                                                                                                                                                                                                                                                              }
                                                                                                                                                                                                                                                                          ]
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      “comp2”: {
                                                                                                                                                                                                                                                                          "comp": “my - google - maps - component“,
                                                                                                                                                                                                                                                                          “source”: "https://my-cdn.com/my-google.maps.js
                                                                                                                                                                                                                                                                          "wrapper": {
                                                                                                                                                                                                                                                                              "title": "Google Map",
                                                                                                                                                                                                                                                                              "maximizeAreaName": "app-maximize-area"
                                                                                                                                                                                                                                                                          }
                                                                                                                                                                                                                                                                      }
                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                                  "layout": {
                                                                                                                                                                                                                                                                      "areas": [
                                                                                                                                                                                                                                                                          ["left", "right"]
                                                                                                                                                                                                                                                                      ],
                                                                                                                                                                                                                                                                      "size": {
                                                                                                                                                                                                                                                                          "cols": [1, 1],
                                                                                                                                                                                                                                                                          "rows": [1]
                                                                                                                                                                                                                                                                      }
                                                                                                                                                                                                                                                                  }
                                                                                                                                                                                                                                                              }
                                                                                                                                                                                                                                                          },

                                                                                                                                                                                                                                                          The following table describes nav and page properties along with their child properties:

                                                                                                                                                                                                                                                          Table 12. nav Property Details

                                                                                                                                                                                                                                                          Property

                                                                                                                                                                                                                                                          Description and Code

                                                                                                                                                                                                                                                          nav > label

                                                                                                                                                                                                                                                          This property indicates the page navigation identifier. The screen reader reads this property and it appears in the tooltip.

                                                                                                                                                                                                                                                          These parameters are necessary to display your custom page on the navigation bar.

                                                                                                                                                                                                                                                          type Navigation.Item = {
                                                                                                                                                                                                                                                              label: string;
                                                                                                                                                                                                                                                              iconType: "momentum" | "other";
                                                                                                                                                                                                                                                              icon: string;
                                                                                                                                                                                                                                                              align: "top" | "bottom";
                                                                                                                                                                                                                                                              navigateTo: string;
                                                                                                                                                                                                                                                              iconSize ? : number;
                                                                                                                                                                                                                                                              isResponsive ? : boolean;
                                                                                                                                                                                                                                                          };

                                                                                                                                                                                                                                                          The label property is the title of the custom page.

                                                                                                                                                                                                                                                          nav > iconType

                                                                                                                                                                                                                                                          This property represents the type of icon that displays in the navigation bar for the custom page.

                                                                                                                                                                                                                                                          The following types of icons are available:

                                                                                                                                                                                                                                                          • Momentum: You can choose any available icons in the collection: https://momentum.design/icons. The advantage of using Momentum is that it provides a few icons with an “active” version.

                                                                                                                                                                                                                                                            Use case of an active version:

                                                                                                                                                                                                                                                            For example, if you choose a Momentum icon type announcement, you can see the default icon on the navigation bar. When you navigate to the custom page (linked to the icon), the icon changes to the announcement-active version automatically. Ensure that you verify whether it has an active version of this same icon in the icon library.

                                                                                                                                                                                                                                                          • Other: You can provide a custom image URL (hosted on a CDN) that appears on the navigation bar. If you use a black or white custom icon, the icon isn't visible when you switch between light and dark modes.

                                                                                                                                                                                                                                                          nav > icon

                                                                                                                                                                                                                                                          This property represents the name of the icon in the Momentum library or the CDN URL.

                                                                                                                                                                                                                                                          type Navigation.Item ={
                                                                                                                                                                                                                                                             icon:“announcement”;
                                                                                                                                                                                                                                                          }; 
                                                                                                                                                                                                                                                          // OR //
                                                                                                                                                                                                                                                          type Navigation.Item ={
                                                                                                                                                                                                                                                             icon:“https://my-cdn.com
                                                                                                                                                                                                                                                             /my-navigation-icon.png”;
                                                                                                                                                                                                                                                          };

                                                                                                                                                                                                                                                          nav > align

                                                                                                                                                                                                                                                          This property helps you align the icon to the top or bottom of the navigation bar.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Currently, the property allows top alignment only.

                                                                                                                                                                                                                                                          nav > isDefaultLandingPage

                                                                                                                                                                                                                                                          This property specifies the default landing page for the agents in Agent Desktop. Set this property to true to make the navigation bar page the default Landing page that appears for the agents after signing in to the Agent Desktop. If more than one navigation bar page has this property set to true, the system considers the first navigation bar page to become the default Landing page.

                                                                                                                                                                                                                                                          If no navigation bar page has this property set to true, the Home page acts as the default Landing page.

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          You can't set Agent Performance Statistics reports as the default landing page.

                                                                                                                                                                                                                                                          nav > navigateTo

                                                                                                                                                                                                                                                          This property specifies the name of the custom page. This name appears in the address bar when the agent navigates.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          The navigateTo must not include the following values: images, fonts, css, build_info, help, app, i18n, icons, images-mfe-wc, and sounds.

                                                                                                                                                                                                                                                          type Navigation.Item = {
                                                                                                                                                                                                                                                              navigateTo: “my - custom - page”;
                                                                                                                                                                                                                                                          };
                                                                                                                                                                                                                                                          Table 13. page Property Details

                                                                                                                                                                                                                                                          Property

                                                                                                                                                                                                                                                          Description and Code

                                                                                                                                                                                                                                                          page > id

                                                                                                                                                                                                                                                          In page property, you specify the custom page (dynamic widget) object.

                                                                                                                                                                                                                                                          The id property represents a unique page identifier. For example, my-custom-page-1. Agent can’t see this identifier on the Desktop.

                                                                                                                                                                                                                                                          type DynamicWidgets.Page = {
                                                                                                                                                                                                                                                              id: string;
                                                                                                                                                                                                                                                              widgets: Record < string,
                                                                                                                                                                                                                                                              DynamicWidget.Options > ;
                                                                                                                                                                                                                                                              layout: Layout;
                                                                                                                                                                                                                                                          };

                                                                                                                                                                                                                                                          page > useFlexLayout

                                                                                                                                                                                                                                                          Flex layout is a new web component. It doesn't change the existing widgets. The new flex layout uses the same layout configuration format in a simplified way. It's backward compatible and doesn't impact existing widgets. You need to configure the JSON layout. To configure the JSON layout, provide the height and width of the widget. The widget is rendered in the same sequence as it's configured inside the JSON layout. Widgets have a default margin of 8 px.

                                                                                                                                                                                                                                                          The JSON layout is based on the dimensions (width x height) and coordinates (X, Y, and Z) of the widgets.

                                                                                                                                                                                                                                                          The flexible layout supports capabilities such as individual widget resize, maximize widgets, and so on.

                                                                                                                                                                                                                                                          The height of individual widgets is measured in pixels. 1 unit of height = 40 pixels. The width of the widget depends on the number of columns in the container and the number of columns that change based on the container width.

                                                                                                                                                                                                                                                          Widgets are displayed from the left to the right. The advanced layout engine uses custom logic to apply both horizontal and vertical space adjustment of widgets. Initially, the layout loads horizontally. After loading horizontally, the widget loads vertically and ensures that space utilization is optimal.

                                                                                                                                                                                                                                                          Configure the widgets based on the screen size. You can either increase or decrease the width of the widgets, based on the screen size. This renders the widgets more readable and usable.

                                                                                                                                                                                                                                                          Flex layout provides standard breakpoints such as large, medium, small, and extra small.

                                                                                                                                                                                                                                                          • Large widgets have a resolution of 1360 px or more. For large widgets, specify the column value as 12.

                                                                                                                                                                                                                                                          • Medium widgets have a resolution of 1070 px to 1360 px. For medium widgets, specify the column value as 10.

                                                                                                                                                                                                                                                          • Small widgets have a resolution of 850 px to 1070 px. For small widgets, specify the column value as 6.

                                                                                                                                                                                                                                                          • Extra small widgets have a resolution of 500 px. For extra small widgets, specify the column value as 4.


                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          These pixels might vary based on the operating system and the broswer.

                                                                                                                                                                                                                                                          "page": {
                                                                                                                                                                                                                                                                    "id": "landing",
                                                                                                                                                                                                                                                                    "useFlexLayout": true,
                                                                                                                                                                                                                                                                    "widgets": {
                                                                                                                                                                                                                                                                      "comp1": {
                                                                                                                                                                                                                                                                        "comp": "div",
                                                                                                                                                                                                                                                                        "width": 4,
                                                                                                                                                                                                                                                                        "height": 4,
                                                                                                                                                                                                                                                                        "textContent": "Widget 1",
                                                                                                                                                                                                                                                                        "attributes": {
                                                                                                                                                                                                                                                                          "style": "width: max-content; margin: 80px 240px; color: white;"
                                                                                                                                                                                                                                                                        }
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "comp2": {
                                                                                                                                                                                                                                                                        "comp": "div",
                                                                                                                                                                                                                                                                        "width": 4,
                                                                                                                                                                                                                                                                        "height": 4,
                                                                                                                                                                                                                                                                        "textContent": "Widget 2",
                                                                                                                                                                                                                                                                        "attributes": {
                                                                                                                                                                                                                                                                          "style": "width: max-content; margin: 80px 240px;color: white;"
                                                                                                                                                                                                                                                                        }
                                                                                                                                                                                                                                                                      }
                                                                                                                                                                                                                                                                    }
                                                                                                                                                                                                                                                          

                                                                                                                                                                                                                                                          page > widgets

                                                                                                                                                                                                                                                          page > comp

                                                                                                                                                                                                                                                          Helps you define your custom widgets. To place multiple widgets, specify widget options in sequence. Ensure that you give each widget a unique area name. Use it in the layout section later.

                                                                                                                                                                                                                                                          "widgets": {
                                                                                                                                                                                                                                                              "comp1": {
                                                                                                                                                                                                                                                                  ...
                                                                                                                                                                                                                                                              }
                                                                                                                                                                                                                                                              "comp2": {
                                                                                                                                                                                                                                                                  ...
                                                                                                                                                                                                                                                              }
                                                                                                                                                                                                                                                          }

                                                                                                                                                                                                                                                          This property represents the name of the custom HTML element (known as a Web Component or any other element - if you want to use it as a wrapper). For more information, see Sample Use Case Examples. Enter your custom element name here without angular brackets (“<” or “>”). For example, “my-custom-element.”

                                                                                                                                                                                                                                                          Each entry under the widgets section supports the following format:

                                                                                                                                                                                                                                                          type Options = {
                                                                                                                                                                                                                                                              comp: string;
                                                                                                                                                                                                                                                              script ? : string;
                                                                                                                                                                                                                                                              properties ? : Record < string,
                                                                                                                                                                                                                                                              any > ;
                                                                                                                                                                                                                                                              attributes ? : Record < string,
                                                                                                                                                                                                                                                              string > ;
                                                                                                                                                                                                                                                              children ? : Options[];
                                                                                                                                                                                                                                                              textContent ? : string;
                                                                                                                                                                                                                                                              style ? : Partial < CSSStyleDeclaration > ;
                                                                                                                                                                                                                                                              wrapper ? : {
                                                                                                                                                                                                                                                                  title: string;
                                                                                                                                                                                                                                                                  maximizeAreaName: string;
                                                                                                                                                                                                                                                              };
                                                                                                                                                                                                                                                          };

                                                                                                                                                                                                                                                          page > script

                                                                                                                                                                                                                                                          (Optional) This property is required only when you load the widget or component from a remote location such as a CDN.

                                                                                                                                                                                                                                                          "comp1": {
                                                                                                                                                                                                                                                              "comp": "widget-one",
                                                                                                                                                                                                                                                              "script": "http:/my-cdn.com /
                                                                                                                                                                                                                                                                  dynamic - widgets / widget - one.js ",
                                                                                                                                                                                                                                                          }

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Don’t change the script URL for the same component. If you need to change the script URL for the same component, do one of the following:

                                                                                                                                                                                                                                                          • Notify the agent to clear the browser cache and reload the Agent Desktop.

                                                                                                                                                                                                                                                          • Retain the existing URL. Dynamically import the new bundle URL using the javascript hosted in the existing URL.

                                                                                                                                                                                                                                                            Example:

                                                                                                                                                                                                                                                            (function() {
                                                                                                                                                                                                                                                                      var script = document.createElement("script");
                                                                                                                                                                                                                                                                          script.src = <Your JS Script URL>
                                                                                                                                                                                                                                                                          script.type = "text/javascript";
                                                                                                                                                                                                                                                                          script.async = true;
                                                                                                                                                                                                                                                                          document.getElementsByTagName ("head").item(0).appendchild(script);
                                                                                                                                                                                                                                                            
                                                                                                                                                                                                                                                                        } ) ()

                                                                                                                                                                                                                                                          page > properties

                                                                                                                                                                                                                                                          You can specify properties that you must pass for the Web component.

                                                                                                                                                                                                                                                          "properties": {
                                                                                                                                                                                                                                                              "user": "admin",
                                                                                                                                                                                                                                                          },

                                                                                                                                                                                                                                                          page > responsive

                                                                                                                                                                                                                                                          Determines whether a web component or an iFrame based widget that is added in the custom layout at the page level or the comp level is responsive. Responsive web components make your web page visually appealing on all devices and are easy to use. You must use responsive iFrame widgets.

                                                                                                                                                                                                                                                          Configure this property with one of the following values:

                                                                                                                                                                                                                                                          • True: Enables responsiveness of the widget. By default, all widgets are responsive based on the progressive screen sizes, orientation, and viewing areas of the device in use.

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

                                                                                                                                                                                                                                                          {
                                                                                                                                                                                                                                                              "comp": "md-tab",
                                                                                                                                                                                                                                                              "responsive": true,
                                                                                                                                                                                                                                                              "attributes": {
                                                                                                                                                                                                                                                                  "slot": "tab",
                                                                                                                                                                                                                                                                  "class": "widget-pane-tab"
                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                              "children": [{
                                                                                                                                                                                                                                                                  "comp": "slot",
                                                                                                                                                                                                                                                                  "attributes": {
                                                                                                                                                                                                                                                                      "name": "SCREEN_POP_TAB"
                                                                                                                                                                                                                                                                  }
                                                                                                                                                                                                                                                              }],
                                                                                                                                                                                                                                                              "visibility": "SCREEN_POP"
                                                                                                                                                                                                                                                          }, {
                                                                                                                                                                                                                                                              "comp": "md-tab-panel",
                                                                                                                                                                                                                                                              "responsive": false,
                                                                                                                                                                                                                                                              "attributes": {
                                                                                                                                                                                                                                                                  "slot": "panel",
                                                                                                                                                                                                                                                                  "class": "widget-pane"
                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                              "children": [{
                                                                                                                                                                                                                                                                  "comp": "slot",
                                                                                                                                                                                                                                                                  "attributes": {
                                                                                                                                                                                                                                                                      "name": "CALL_GUIDE"
                                                                                                                                                                                                                                                                  }
                                                                                                                                                                                                                                                              }],
                                                                                                                                                                                                                                                              "visibility": "CALL_GUIDE"
                                                                                                                                                                                                                                                          },

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Nonresponsive widgets cannot ensure the best user experience and are not displayed in the smaller view. The agent must increase the size of the browser window to view any widgets that are configured as nonresponsive.

                                                                                                                                                                                                                                                          page > attributes

                                                                                                                                                                                                                                                          You can specify the Web component attributes in this section.

                                                                                                                                                                                                                                                          "attributes": {
                                                                                                                                                                                                                                                                   "disabled": "false",
                                                                                                                                                                                                                                                          },

                                                                                                                                                                                                                                                          page > visibility

                                                                                                                                                                                                                                                          Specifies whether the Cisco-offered widgets added in the custom layout at the page level or the comp level are visible or not.

                                                                                                                                                                                                                                                          Cisco-offered widgets are Contact History, Cisco Webex Experience Management, IVR Transcript, Preview Campaign Call Guide, and Screen Pop.


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • The visibility property values are built in and defined in the default JSON file of the Desktop Layout. The administrator cannot modify the visibility property values of the Cisco-offered widgets.

                                                                                                                                                                                                                                                          • The visibility property value NOT_RESPONSIVE is deprecated. You can continue to use it only for backward compatibility. Any value set as NOT_RESPONSIVE previously doesn't require modification, as the functionality remains the same.

                                                                                                                                                                                                                                                            To set a newly created widget as responsive or not responsive, you must use the responsive property. For more information, see responsive property.

                                                                                                                                                                                                                                                          page > children

                                                                                                                                                                                                                                                          This property is the core part of the layout. In the children section, you can nest as many levels as required if the Web Component-based widget allows you to pass children. To make that possible, the developer must programmatically handle the slotted content. For more information, see Cisco Webex Contact Center Desktop Developer Guide.

                                                                                                                                                                                                                                                          To know about passing STORE values as properties, see Share Data from Desktop to Widgets.

                                                                                                                                                                                                                                                          "children": [{
                                                                                                                                                                                                                                                                  "comp": "div",
                                                                                                                                                                                                                                                                  "textContent": "Test"
                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                              {
                                                                                                                                                                                                                                                                  "comp": "div",
                                                                                                                                                                                                                                                                  "textContent": “Test”
                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                              {
                                                                                                                                                                                                                                                                  "comp": "div",
                                                                                                                                                                                                                                                                  "textContent": "Test"
                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                              {
                                                                                                                                                                                                                                                                  "comp": "div",
                                                                                                                                                                                                                                                                  "textContent": "Test"
                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                              {
                                                                                                                                                                                                                                                                  "comp": "div",
                                                                                                                                                                                                                                                                  "children": [{
                                                                                                                                                                                                                                                                          "comp": "div",
                                                                                                                                                                                                                                                                          "textContent": “Test”
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      {
                                                                                                                                                                                                                                                                          "comp": "div",
                                                                                                                                                                                                                                                                          "textContent": "Test"
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      {
                                                                                                                                                                                                                                                                          "comp": "div",
                                                                                                                                                                                                                                                                          "textContent": "Test"
                                                                                                                                                                                                                                                                      }
                                                                                                                                                                                                                                                                  ]
                                                                                                                                                                                                                                                              }
                                                                                                                                                                                                                                                          ],

                                                                                                                                                                                                                                                          The advantage of the “children” array section is that you can use existing Web Components in your layout specification, which is already part of the Desktop bundle. A few of the Desktop bundle Web Components include:

                                                                                                                                                                                                                                                          • agentx-wc-iframe: A widget that allows you to place any web page into an iFrame as a widget.

                                                                                                                                                                                                                                                          • dynamic-area: A component that allows you to enable the drag-and-drop feature for Agents in a place other than custom pages. The custom pages can also have this capability if you enable drag-and-drop by default.

                                                                                                                                                                                                                                                          • Any component in the momentum-ui-web-component library. For more information, see GitHub. For example:

                                                                                                                                                                                                                                                            • md-tabs: Tabs container wrapper

                                                                                                                                                                                                                                                            • md-tab: Single tab header

                                                                                                                                                                                                                                                            • md-tab-panel: Single tab content

                                                                                                                                                                                                                                                          For more information on the attributes for the persistent tab, see Attributes for Persistent Tabs.

                                                                                                                                                                                                                                                          page > textContent

                                                                                                                                                                                                                                                          Helps you to add your text content.

                                                                                                                                                                                                                                                          "textContent": "My Text Content",

                                                                                                                                                                                                                                                          page > style

                                                                                                                                                                                                                                                          Helps you to assign a particular CSS style to your component.

                                                                                                                                                                                                                                                          "style": {
                                                                                                                                                                                                                                                              "backgroundColor": "#CBD",
                                                                                                                                                                                                                                                              "overflow": "scroll"
                                                                                                                                                                                                                                                          },

                                                                                                                                                                                                                                                          page > wrapper

                                                                                                                                                                                                                                                          Widget wrapper allows you to add a toolbar on top of your widget. The toolbar can contain a title and the (Maximize) icon on top of the widget. When the widget has occupied a small space on the page, the maximize icon allows the agent to see the widget in full workspace.

                                                                                                                                                                                                                                                          Ensure that you use the default value as "app-maximize-area". Currently, only the default value is available.

                                                                                                                                                                                                                                                          "wrapper": {
                                                                                                                                                                                                                                                              "title": My Widget Title ",
                                                                                                                                                                                                                                                              "maximizeAreaName": "app-maximize-area"
                                                                                                                                                                                                                                                          }

                                                                                                                                                                                                                                                          page > wrapper> id

                                                                                                                                                                                                                                                          (Optional) The web component widget wrapper allows you to update the dynamic widget title using a unique identifier. Enter the widget wrapper id property value as unique-id-to-update-title.

                                                                                                                                                                                                                                                          "wrapper": {
                                                                                                                                                                                                                                                              "title": My Widget Title ",
                                                                                                                                                                                                                                                              "id": "unique-id-to-update-title",
                                                                                                                                                                                                                                                              "maximizeAreaName": "app-maximize-area"
                                                                                                                                                                                                                                                          }
                                                                                                                                                                                                                                                          

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Ensure that you use the same unique identifier for the JavaScript CustomEvent. For more information, see the Asynchronous Events section in the Agent Contact Module chapter of the Cisco Webex Contact Center Desktop Developer.

                                                                                                                                                                                                                                                          To update the iFrame-based widget title, use the iFrame content from the same domain. The following is a sample example:

                                                                                                                                                                                                                                                          <
                                                                                                                                                                                                                                                          script type = "text/javascript" >
                                                                                                                                                                                                                                                              var title = "";
                                                                                                                                                                                                                                                          window.addEventListener("update-title-event", function(e) {
                                                                                                                                                                                                                                                              title = e.detail.title;
                                                                                                                                                                                                                                                          });
                                                                                                                                                                                                                                                          document.querySelector('#customEvent').onclick = function() {
                                                                                                                                                                                                                                                              const e = new CustomEvent("update-title-event", {
                                                                                                                                                                                                                                                                  bubbles: true,
                                                                                                                                                                                                                                                                  detail: {
                                                                                                                                                                                                                                                                      title: "new title"
                                                                                                                                                                                                                                                                  }
                                                                                                                                                                                                                                                              });
                                                                                                                                                                                                                                                              window.parent.dispatchEvent(e);
                                                                                                                                                                                                                                                          }; <
                                                                                                                                                                                                                                                          /script> <
                                                                                                                                                                                                                                                          button id = "customEvent" > New Title < /button> <
                                                                                                                                                                                                                                                              iframe src = "https://blog.logrocket.com/the-ultimate-guide-to-iframes/" > < /iframe>

                                                                                                                                                                                                                                                          page > agentx-wc-iframe

                                                                                                                                                                                                                                                          Allows you to embed a web page in an iFrame that appears as a widget on the Desktop. You can use the iFrame widget called “agentx-wc-iframe”.

                                                                                                                                                                                                                                                          "comp1": {
                                                                                                                                                                                                                                                              "comp": "agentx-wc-iframe",
                                                                                                                                                                                                                                                              "attributes": {
                                                                                                                                                                                                                                                                  "src": "https://blog.logrocket.com /
                                                                                                                                                                                                                                                                      the - ultimate - guide - to - iframes / "
                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                              "wrapper": {
                                                                                                                                                                                                                                                                  "title": "AgentX iFrame",
                                                                                                                                                                                                                                                                  "maximizeAreaName": "app-maximize-area"
                                                                                                                                                                                                                                                              }
                                                                                                                                                                                                                                                          },

                                                                                                                                                                                                                                                          page > layout

                                                                                                                                                                                                                                                          Allows you to arrange the widgets on a page.

                                                                                                                                                                                                                                                          The following format represents a grid layout:

                                                                                                                                                                                                                                                          type Layout = {
                                                                                                                                                                                                                                                              areas: string[][];
                                                                                                                                                                                                                                                              size: {
                                                                                                                                                                                                                                                                  rows: number[];
                                                                                                                                                                                                                                                                  cols: number[];
                                                                                                                                                                                                                                                              };
                                                                                                                                                                                                                                                          };

                                                                                                                                                                                                                                                          Here you can define the grid with the area names that you defined in the widgets section.

                                                                                                                                                                                                                                                          The following example shows how the layout of three rows and three columns is specified:

                                                                                                                                                                                                                                                          "layout": {
                                                                                                                                                                                                                                                              "areas": [
                                                                                                                                                                                                                                                                  [
                                                                                                                                                                                                                                                                      "comp1",
                                                                                                                                                                                                                                                                      "comp1",
                                                                                                                                                                                                                                                                      "comp3"
                                                                                                                                                                                                                                                                  ],
                                                                                                                                                                                                                                                                  [
                                                                                                                                                                                                                                                                      "comp2",
                                                                                                                                                                                                                                                                      "comp2",
                                                                                                                                                                                                                                                                      "comp3"
                                                                                                                                                                                                                                                                  ],
                                                                                                                                                                                                                                                                  [
                                                                                                                                                                                                                                                                      "comp4",
                                                                                                                                                                                                                                                                      "comp4",
                                                                                                                                                                                                                                                                      "comp4"
                                                                                                                                                                                                                                                                  ]
                                                                                                                                                                                                                                                              ],
                                                                                                                                                                                                                                                              "size": {
                                                                                                                                                                                                                                                                  "cols": [1, 1, 1],
                                                                                                                                                                                                                                                                  "rows": [1, 1, 1]
                                                                                                                                                                                                                                                              }
                                                                                                                                                                                                                                                          }
                                                                                                                                                                                                                                                          Equal Distribution of a 3x3 Layout

                                                                                                                                                                                                                                                          In the size section, numbers represent the fraction of space that a widget can occupy, relative to the other widgets. All three columns occupy equal 1 fraction of space. With 100% as available width, each widget occupies 33.33% of horizontal space.

                                                                                                                                                                                                                                                          With Equal Column Width

                                                                                                                                                                                                                                                          Another use case example, if you set as "cols": [1, 2, 2], it means that overall space is divided by 5 (1+2+2) and the first widget occupies 20% of horizontal space. The second and third widgets take 40% each. For more information, see Basic Concepts of Grid Layout.

                                                                                                                                                                                                                                                          After Changing the Column Width

                                                                                                                                                                                                                                                          page > ROOT

                                                                                                                                                                                                                                                          Nesting of layouts is called a sublayout. In case you have nested layouts in your layout configuration, you must have a single "ROOT" object as a parent for sublayouts. Otherwise, your layout configuration can be flat if no nesting is required.

                                                                                                                                                                                                                                                          This sublayout provides more control over the layout resize behavior. The page layout property must be of type Record<string, Layout>. The layout property allows you to arrange the widgets on a page.

                                                                                                                                                                                                                                                          {
                                                                                                                                                                                                                                                              "id": "some-id",
                                                                                                                                                                                                                                                              "widgets": {
                                                                                                                                                                                                                                                                  "c1": {
                                                                                                                                                                                                                                                                      "comp": "div",
                                                                                                                                                                                                                                                                      "textContent": "c1"
                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                                  "c2": {
                                                                                                                                                                                                                                                                      "comp": "div",
                                                                                                                                                                                                                                                                      "textContent": "c2"
                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                                  "c3": {
                                                                                                                                                                                                                                                                      "comp": "div",
                                                                                                                                                                                                                                                                      "textContent": "c3"
                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                                  "c4": {
                                                                                                                                                                                                                                                                      "comp": "div",
                                                                                                                                                                                                                                                                      "textContent": "c4"
                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                                  "c5": {
                                                                                                                                                                                                                                                                      "comp": "div",
                                                                                                                                                                                                                                                                      "textContent": "c5"
                                                                                                                                                                                                                                                                  }
                                                                                                                                                                                                                                                              },
                                                                                                                                                                                                                                                              "layout": {
                                                                                                                                                                                                                                                                  "ROOT": {
                                                                                                                                                                                                                                                                      "areas": [
                                                                                                                                                                                                                                                                          ["c1", "sub1"],
                                                                                                                                                                                                                                                                          ["c2", "sub2"],
                                                                                                                                                                                                                                                                      ],
                                                                                                                                                                                                                                                                      "size": {
                                                                                                                                                                                                                                                                          "cols": [1, 1],
                                                                                                                                                                                                                                                                          "rows": [1, 1]
                                                                                                                                                                                                                                                                      }
                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                                  "sub1": {
                                                                                                                                                                                                                                                                      "areas": [
                                                                                                                                                                                                                                                                          ["c3", "c4"]
                                                                                                                                                                                                                                                                      ],
                                                                                                                                                                                                                                                                      "size": {
                                                                                                                                                                                                                                                                          "cols": [1, 1],
                                                                                                                                                                                                                                                                          "rows": [1]
                                                                                                                                                                                                                                                                      }
                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                                  "sub2": {
                                                                                                                                                                                                                                                                      "areas": [
                                                                                                                                                                                                                                                                          ["c1"],
                                                                                                                                                                                                                                                                          ["c5"]
                                                                                                                                                                                                                                                                      ],
                                                                                                                                                                                                                                                                      "size": {
                                                                                                                                                                                                                                                                          "cols": [1],
                                                                                                                                                                                                                                                                          "rows": [1, 1]
                                                                                                                                                                                                                                                                      }
                                                                                                                                                                                                                                                                  }
                                                                                                                                                                                                                                                              }
                                                                                                                                                                                                                                                          }

                                                                                                                                                                                                                                                          This setup creates a grid in the ROOT layout with two subgrids that you can resize independently.

                                                                                                                                                                                                                                                          Sub-layout Appearance

                                                                                                                                                                                                                                                          Resizing a component affects the components within that sublayout.

                                                                                                                                                                                                                                                          After Resizing both Sub-layouts

                                                                                                                                                                                                                                                           

                                                                                                                                                                                                                                                          Be aware of the following cases:

                                                                                                                                                                                                                                                          Infinite loop: If you include ROOT layout as a sublayout of ROOT, it causes a "call stack exceeded" error and runs into an infinite loop.

                                                                                                                                                                                                                                                          {
                                                                                                                                                                                                                                                              "layout": {
                                                                                                                                                                                                                                                                  "ROOT": {
                                                                                                                                                                                                                                                                      "areas": [
                                                                                                                                                                                                                                                                          ["c1", "c2"],
                                                                                                                                                                                                                                                                          ["c3", "ROOT"],
                                                                                                                                                                                                                                                                      ],
                                                                                                                                                                                                                                                                      "size": {
                                                                                                                                                                                                                                                                          "cols": [1, 1],
                                                                                                                                                                                                                                                                          "rows": [1, 1]
                                                                                                                                                                                                                                                                      }
                                                                                                                                                                                                                                                                  }
                                                                                                                                                                                                                                                              }
                                                                                                                                                                                                                                                          Sub-layout With Infinite Loop

                                                                                                                                                                                                                                                          Same Sub-Layout (N) times: If you include the sublayout into your grid more than once with the same name, and if you resize one of them, all the sublayouts get resized automatically.

                                                                                                                                                                                                                                                          If this is not the desired behavior, rename each of the sublayouts with a unique name.

                                                                                                                                                                                                                                                          {
                                                                                                                                                                                                                                                              "layout": {
                                                                                                                                                                                                                                                                  "ROOT": {
                                                                                                                                                                                                                                                                      "areas": [
                                                                                                                                                                                                                                                                          ["c1", "sub1"],
                                                                                                                                                                                                                                                                          ["c2", "sub1"],
                                                                                                                                                                                                                                                                      ],
                                                                                                                                                                                                                                                                      "size": {
                                                                                                                                                                                                                                                                          "cols": [1, 1],
                                                                                                                                                                                                                                                                          "rows": [1, 1]
                                                                                                                                                                                                                                                                      }
                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                                  "sub1": {
                                                                                                                                                                                                                                                                      "areas": [
                                                                                                                                                                                                                                                                          ["c3", "c4"]
                                                                                                                                                                                                                                                                      ],
                                                                                                                                                                                                                                                                      "size": {
                                                                                                                                                                                                                                                                          "cols": [1, 1],
                                                                                                                                                                                                                                                                          "rows": [1]
                                                                                                                                                                                                                                                                      }
                                                                                                                                                                                                                                                                  }
                                                                                                                                                                                                                                                              }
                                                                                                                                                                                                                                                          }
                                                                                                                                                                                                                                                          Sub-layout with N times
                                                                                                                                                                                                                                                          Attributes for Persistent Tabs

                                                                                                                                                                                                                                                          To set the tabs in the custom pages and custom widgets as persistent, enter the attributes for md-tabs in the custom layout.

                                                                                                                                                                                                                                                          Example: Set Tabs as Persistent

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

                                                                                                                                                                                                                                                          Property

                                                                                                                                                                                                                                                          Description

                                                                                                                                                                                                                                                          persist-selection

                                                                                                                                                                                                                                                          To set md-tabs to be persistent. The default value is true.

                                                                                                                                                                                                                                                          tabs-id

                                                                                                                                                                                                                                                          Unique identification for all the tabs together in the container.

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


                                                                                                                                                                                                                                                           
                                                                                                                                                                                                                                                          • The persist-selection property is not applicable for the tabs in the Auxiliary Information pane and Agent Performance Statistics reports page, because the persistent tab behavior is already set in the Desktop.

                                                                                                                                                                                                                                                          • The tab selection is reset to the default tab when you sign out of the Desktop, reload/refresh the browser, or clear the browser cache.

                                                                                                                                                                                                                                                          Persistent Widgets Configuration

                                                                                                                                                                                                                                                          You can configure any custom widget to be persistent. Persistent widgets display on all pages of the Desktop. Persistent widgets display as a new tab in the Auxiliary Information pane only when you have an active contact request or conversation. For example, Sample Persistent widget.

                                                                                                                                                                                                                                                          Persistent widgets do not display on the Home page in the way they display on the other pages. However, if you have an active interaction, the persistent widgets display in the Home page as part of the Auxiliary Information pane. For example, when you have answered a call, the Interaction Control pane displays, and the Sample Persistent widget displays as part of the Auxiliary Information pane.

                                                                                                                                                                                                                                                          Example:

                                                                                                                                                                                                                                                          "area": {
                                                                                                                                                                                                                                                              "persistent": [{
                                                                                                                                                                                                                                                                      "comp": "md-tab",
                                                                                                                                                                                                                                                                      "attributes": {
                                                                                                                                                                                                                                                                          "slot": "tab"
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "children": [{
                                                                                                                                                                                                                                                                              "comp": "md-icon",
                                                                                                                                                                                                                                                                              "attributes": {
                                                                                                                                                                                                                                                                                  "name": "emoticons_16"
                                                                                                                                                                                                                                                                              }
                                                                                                                                                                                                                                                                          },
                                                                                                                                                                                                                                                                          {
                                                                                                                                                                                                                                                                              "comp": "span",
                                                                                                                                                                                                                                                                              "textContent": "Custom Page Widget"
                                                                                                                                                                                                                                                                          }
                                                                                                                                                                                                                                                                      ]
                                                                                                                                                                                                                                                                  },
                                                                                                                                                                                                                                                                  {
                                                                                                                                                                                                                                                                      "comp": "md-tab-panel",
                                                                                                                                                                                                                                                                      "attributes": {
                                                                                                                                                                                                                                                                          "slot": "panel"
                                                                                                                                                                                                                                                                      },
                                                                                                                                                                                                                                                                      "children": [{
                                                                                                                                                                                                                                                                          "comp": "dynamic-area",
                                                                                                                                                                                                                                                                          "properties": {
                                                                                                                                                                                                                                                                              "area": {
                                                                                                                                                                                                                                                                                  "id": "dw-panel-two",
                                                                                                                                                                                                                                                                                  "widgets": {
                                                                                                                                                                                                                                                                                      "comp1": {
                                                                                                                                                                                                                                                                                          "comp": "agentx-wc-iframe",
                                                                                                                                                                                                                                                                                          "a