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Webex Contact Center Setup and Administration Guide
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.
Recording Management
About Recording Management
The optional Webex Contact Center Recording Management module enables authorized users to search for and play audio files that are recorded through the Webex Contact Center Call Recording feature. In addition, authorized users can create tags that can be assigned to audio files for use as search criteria, specify which global (previously known as CAD) variables to store with recordings, and view recent Recording Management activity.
For configuration objects that have been deleted, an option to filter data using the deleted object names will not be available. It is recommended to query and fetch the data by a date range. The result set will contain details of calls handled for those configuration objects which are permanently deleted.
Stereo Recording
The Stereo Recording feature replaces the combined mono output file with a stereo output file. The stereo file provides the audio streams of the agent and the other participant (the caller or the called party) as two separate audio channels within a single recording. This enables better voice analytics than in a mono file, where the audio is mixed into a single stream.
To play a stereo recorded file, the Webex Contact Center Recording Management module enables authorized users to search for and play stereo recorded audio files. For more information, see Search for and Play Recordings.
Search for and Play Recordings
To search for and play a recording:
1 |
From the Management Portal navigation bar, choose Recording Management. By default, the search page lists the recordings for the previous 13 months from the current date. To search based on specific criteria, use the following search fields on the left pane to filter the recordings:
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2 |
To filter the list based on more criteria, click the Advanced Search button. In the dialog box that appears, you can filter the search results based on Recording Duration and Call Attributes:
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3 |
Click the Search button to search. If the search criteria match, then the Search Results page lists the recordings. | ||||||||
4 |
Click the ellipsis button beside an entry. The following options appear:
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Assign and Remove Tags
You can assign the same tag to multiple recordings and you can assign multiple tags to an individual recording.
To assign a tag to a recording or remove a tag from a recording:
1 |
From the Management Portal navigation bar, choose Recording Management. |
2 |
On the Search page, perform a search for the recordings you want to either assign tags to or remove tags from, as described. |
3 |
Click the ellipsis button beside a listed recording on the Search Results page and click Tags. On the upper part of the dialog box that opens, the list of tags assigned to the recording is displayed on the right and a list of tags that are available is displayed on the left. |
4 |
To assign a tag to the recording, select a tag in list on the left and click Assign Tag to move it to the list on the right. |
5 |
To remove a tag from the recording, select a tag in the list on the right and click Remove Tag to move it to the list on the right. |
6 |
When you are finished, click Save. |
Search Attributes
The Recording Management > Search Attributes page provides access to controls where you can perform the tasks described in the following topics:
Create and Export Tags
The Tags section of the Assign and Remove Tags).
page enables authorized users to create and export a list of tags that can be assigned to recordings (seeTo create a tag or export a list of tags:
1 |
From the Management Portal navigation bar, choose . |
2 |
In the Tags section of the page that appears, do one of the following:
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Digital Channels
Webex Contact Center supports various digital channels like Facebook Messenger, LiveChat, Email, SMS, Apple Messages for Business, and WhatsApp. With changing habits and lifestyle preferences, these digital channels offer consumers an opportunity to connect with businesses through their preferred channels.
Supported Digital Channels
For information about the supported digital channels and their configuration details, visit Set up digital channels in Webex Contact Center.
Opt Out When in Queue
Queue is where the contact waits before the system assigns to an agent or a dial number. The queue is created in the Provisioning module of the Management Portal.
The customer is presented with the opt-out of the queue menu with information about the estimated wait time and the position in the queue. The customer can choose to opt out and exit the queue.
Task Flow to Set Up the Opt-Out Functionality
To set up the opt-out functionality:
1 |
Create new opt-out-of-queue flow from the Cisco Webex Contact Center Management Portal ( ). |
2 |
Configure the Play Music activity in the Flow Designer. Specify the audio file, music duration, and the start offset. |
3 |
Configure the Queue Contact activity to place the contact in a queue or the Queue to Agent activity to route the contact directly to a preferred agent. |
4 |
Configure the Get Queue Info activity to know the current position in the queue and the estimated wait time. |
5 |
Configure the Menu activity for the wait-in-queue prompt or the opt-out-of-queue prompt with the Text-to-Speech functionality enabled. |
6 |
Configure the Callback flow if the contact selects to opt out of the queue and registers for a callback in the opt-out-of-queue prompt selection. |
7 |
Click Publish Flow. For more information, see Publish a Flow. |
View Opt-out-of-Queue Report
The Opt-out-of-Queue report captures the average wait time in a queue after the customer chooses to opt out of the queue. For more information about how to view the Opt-out-of-Queue report, see the Webex Contact Center Analyzer User Guide.
Call Recording
Call Recording
The optional Call Recording module enables authorized users to record any active call that Webex Contact Center manages.
Authorized users can create recording schedules with a time period. Choose queue, team, site, and agent for which you want to record voice calls. The system then starts recording the calls that match the criteria.
You can also record calls after you obtain customer consent and configure this setting at a flow level. For more information, see Recording Control. The flow level recording configuration will override any other recording configuration.
Because you can't determine the total number of incoming calls and the number of calls to be recorded, Webex Contact Center uses predictive modeling to decide which calls to record. The models include pseudorandom number generator (PRNG) or deterministic random bit generator (DRBG). The accuracy in the percentage of calls that are recorded increases with the number of contacts.
Regardless of the call recording duration, the first two hours of each call recording is available in Webex Contact Center.
Recordings are transferred daily to your enterprise's recording repository over a secure encrypted virtual private network (VPN). The recording repository is a standalone server housed at a location of your enterprise's choosing, such as the contact center premise location or data facility. Your enterprise has full control over the length of storage for these recordings.
The recordings are in standard .wav format and only authorized users can access these recordings directly and review these using standard third-party utilities. External or partner administrators can't download or play these recordings.
You can also use the features of the optional Webex Contact Center Recording Management module to search for and play recorded files.
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The Webex Contact Center Recording Management module records the calls routed to the overflow destination number, but doesn't list them in the user interface.
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There may be a mismatch between call duration and recording duration for the following reasons:
-
The recording duration is different from the call duration if Pause Resume is used in the call. The Pause Resume duration is subtracted from the recording duration.
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The recording start time is different from the call start time if the call is waiting in queue, or moves between the flows, EPs, and queues before connecting to an agent.
-
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In Classic media platform, when an agent puts a caller on hold, recording of the caller's audio continues. However, in Next Generation media platform, only the music on hold is recorded and not the caller's audio.
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For blind transfer to Dial Number (DN), and Entry Point (EP) to Dial Number (DN) call patterns there may be a mismatch in speech and record duration of calls displayed on user interface.
-
During a blind transfer, the agent who receives the call is in reserved state for a short period while the call is transferred to another agent. Based on the configuration set at each organization level the call recording either continues or ends.
-
Call recording is enabled by default when the Record All Calls setting is Yes (selected). If this setting is No (not selected), call recording is determined by the individual queue settings. For calls involving multiple queues, recording occurs based on the individual queue level.
-
When an agent performs a blind transfer between two queues, one with a recording schedule and the other without, the recording in the scheduled queue will stop. However, the reported recording duration may differ from the actual recorded file duration due to variations in recording schedules across different queues involved in a call.
Example
- Agent in Queue A (Recording Schedule): The call is recorded for the first 5 minutes.
- Blind Transfer to Queue B (No Recording Schedule): The agent transfers the call to Queue B, which does not have a recording schedule. The recording stops when the call is transferred to Queue B, but the call continues for another 5 minutes.
- Call Termination: After a total of 10 minutes, the customer ends the call.
-
For EP-DN, the call is recorded for consult and conference, and not for transfer of the child call (when transferred to another EP-DN number).
-
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In the Next Generation media platform, if an active call is being recorded, all consult calls initiated during the active call are automatically recorded. The consult call recordings are available in the Recording Management portal.
Segment Recording
Segment recording refers to the functionality that allows for the recording of interactions in separate, discrete segments based on certain conditions or triggers. This is useful for ensuring compliance monitoring and quality management. In the context of segment recording, there are a few differences between Classic media platform and Next Generation media platform that are highlighted in the following table:
Feature |
Classic media platform |
Next Generation media platform |
---|---|---|
File Name of the segment | In the format combined-n.wav | In the format <RecordingId>-segment.wav |
Music on Hold (MoH) handling | Segment recording is audible | Segment recordings feature silence during MOH periods, while the combined recordings retain the MOH. |
Channel Designation | Channel 1 is assigned to the Agent, and Channel 2 to all other parties in segment recordings | Channel 1 is assigned to the Caller, and Channel 2 to all other parties in segment recordings |
Create or Edit a Recording Schedule
To create or edit a call recording schedule:
1 |
From the Management Portal navigation bar, choose the Call Recording module. | ||||||||||||||||||||||
2 |
On the Recording Schedules page, select a queue from the Queue drop-down list. All call recording schedules for that queue are displayed. From here, you can:
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3 |
To create a new schedule:
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4 |
To copy or edit an existing schedule, from the list view, click the ellipsis button beside a listed schedule and click Copy or Edit. | ||||||||||||||||||||||
5 |
On the page that appears, specify the appropriate settings as described in the following table, and then click Save.
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Deleting a Recording Schedule
1 |
From the Management Portal navigation bar, choose the Call Recording module. |
2 |
On the Recording Schedules page, select a queue from the Queue drop-down list. |
3 |
Click the ellipsis button beside a listed schedule and click Delete. |
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.
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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.
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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.
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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.
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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:
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View real-time and historical contact center data
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Silently monitor interactions directed to destination sites
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Create agent accounts and other contact center resources
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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 all the articles related to Agent Desktop and Supervisor Desktop. |
Routing Strategy |
Provides a web-based user interface to manage and configure contact handling strategies. Authorized users can create and schedule global routing and team capacity strategies, and alter them in real time in response to changes in business dynamics. For more information, see Contact Routing. |
Call Monitoring |
Allows authorized users to silently monitor the quality of service being delivered across their multisource contact centers. The power of the Webex Contact Center service lies in the unique ability to monitor any call across any site. Through a simplified web interface, users can select the queue, team, site, or agent that they want to silently monitor. Authorized users can provide instructions to the monitored agent without being heard by the caller, and can join a call being monitored and participate in the conversation. For more information, see Monitor Calls. |
Call Recording |
Optional module that allows authorized users to record calls. |
Recording Management |
Optional module that allows authorized users to search for and play calls recorded through the Webex Contact Center Call Recording feature. For more information, see About Recording Management. |
Audit Trail |
Allows authorized users to view details about provisioning changes made for their enterprise and export the data to a data analysis tool, such as Microsoft Excel. For more information, see Access Audit Trail Reports. |
About Time Zones
All dates and times displayed on the Webex Contact Center Management Portal and in the Webex Contact Center modules reflect the time zone that is provisioned for the enterprise with the following exceptions:
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Dates and times displayed on the main pages of the Real-Time Reports and Call Monitoring modules reflect the browser time.
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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:
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Prevent logging and storing of any sensitive information that is related to PCI data.
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Mask and encrypt customer sensitive information such as debit or credit card details.
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Drop attachments if PCI data is detected.
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Restrict attachments in the email and chat services if it contains cardholder information.
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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 / URL | Description |
---|---|
Webex Contact Center Services URLs | |
cdn.jsdelivr.net cdnjs.cloudflare.com unpkg.com:443 jquery.com:443 *.jquery.com:443 *.broadcloudpbx.net:443 |
Content Delivery Network (CDN) services to efficiently deliver static files. |
*.cisco.com:443 *.ciscoccservice.com:443 ciscoccservice.com:443 |
Contact Center micro-services. |
*.ciscospark.com:443 *.wbx2.com:443 *.webex.com:443 |
Webex micro-services. |
Additional services related to Webex Contact Center—Third Party domains | |
*.cloudcherry.com:443 cloudcherry.com:443 |
Webex Experience Management platform (Formerly known as Cloud Cherry). |
*.imiengage.io:443 imiengage.io:443 |
Digital channels. |
*.mixpanel.com:443 mixpanel.com:443 *.split.io:443 *.lr-ingest.com:443 *.pendo.io:443 |
Performance tracking, error and crash capture, and session metrics. |
Public IPs and Domain details
To enhance security and minimize unauthorized access, you can view the list of static IP addresses we support on Webex Engage and Webex Connect that you can allowlist to access the necessary information.
Data center | Webex Engage | Webex Connect |
---|---|---|
AWS Ireland |
52.214.81.91 |
52.17.23.194 34.250.50.84 52.211.238.186 |
AWS Oregon (US) |
52.40.46.90 |
35.161.238.252 35.166.68.236 |
AWS Canada |
52.60.155.95 |
35.183.154.158 52.60.35.202 |
AWS London |
3.9.151.19 |
3.9.155.97 18.169.201.157 |
AWS Sydney |
3.105.22.233 |
13.210.45.137 54.206.189.15 52.62.185.51 |
AWS India/Mumbai |
15.206.109.168 13.234.73.181 |
13.233.242.129 65.1.39.117 |
AWS Singapore |
175.41.183.21 18.136.231.158 18.138.98.217 |
13.215.247.149 18.142.200.115 54.254.195.37 |
Azure US | 20.55.248.119 |
20.55.240.2 20.57.8.223 20.57.8.222 20.185.49.217 |
AWS TC |
34.251.147.218 34.251.254.148 34.255.20.69 | N/A |
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.
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:
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.
|
|
|
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.
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:
|
About Dashboards
The Webex Contact Center Management Portal landing page provides the following dashboards:
-
Entry Point - Site level Dashboard (default)
-
Contact Center Overview - Realtime
-
Contact Center Overview - Historical
-
Agent State Data - Realtime
For detailed information about the visualizations available in each dashboard, see the Visualizations section in the Cisco Webex Contact Center Analyzer User Guide.
You can access the dashboards from the drop-down list at the top-left corner of the Dashboard tab.
-
Access to the above listed dashboards is based on access privileges configured in the User Profile settings in the management portal. For more information, see User Profiles.
-
The dashboard summary view is available to all the users who access the Management Portal.
Entry Point - Site Level Dashboard
Displays information about the number of contacts that are in IVR and Queues.
-
Snapshot Entry Point IVR Realtime - Chart: Indicates the number of calls that are in the IVR.
-
Entry Point Interval Realtime - Chart: Indicates the number of contacts (voice, email, and chat) per entry point in real time for a specific interval. By default, the interval is 30 minutes and the duration is from the start of the day.
-
Site Interval Realtime - Chart: Indicates the number of connected contacts (voice, email, and chat) per site in real time since the start of the day.
-
Entry Point Contact Volume - Chart: Indicates the number of connected contacts per entry point on a daily interval, for the last seven days.
Contact Center Overview - Historical
Displays information about contacts handled, contacts abandoned, and contacts in queues for a specified duration and time interval. You can use the Interval and Duration drop-down lists in the dashboard to filter the data based on the selected time interval and duration. To refresh the data, use the Refresh icon.
The following information is available:
-
Average Service Level: Indicates the percentage of contacts that are handled within the configured service level for the queue.
-
Total Contacts Handled: Indicates the total number of contacts (voice, email, social, and chat) handled.
-
Total Contacts Abandoned: Indicates the total number of contacts (voice, email, social, and chat) abandoned.
-
Average Handled Time: Indicates the average time that is taken to handle a contact (voice, email, social, and chat).
-
Longest Contact in Queue: Indicates the time in queue for the contact (voice, email, social, or chat) with the longest waiting time.
-
Contact Details in Queue: Shows the details of contacts (voice, email, social, and chat) that are currently in queue.
In addition, the Team Details - Historical dashboard displays the following information in a specified duration and time interval:
-
Teams
-
Agents in Teams
-
Agent Login
-
Contacts handled by the agents
You can filter the data using the following filters available in the dashboard:
-
Agent Name
-
Team Name
-
Interval
-
Duration
Agent State Data - Realtime
As an administrator or supervisor, you can monitor the agent state data using the Agent State Data - Realtime dashboard. The dashboard displays the following information:
-
The name of the agent.
-
The site and team to which the agent is assigned.
-
The login time of the agent.
-
The most recent known state of the agent.
-
The duration for which the agent has been in the most recent state.
-
The idle code, if the agent is in the Idle state.
The filters at the top of the dashboard enable you to display the agent state data for selected sites, teams, or agents. The list of sites, teams, or agents available in the filters depends on the teams or sites to which the administrator or supervisor has access rights. For more information, see Access Rights.
Agent State Data - Realtime dashboard provides you the ability to sign out agents based on the agent state. The most recent agent states and descriptions are available in the following table.
Most Recent State |
Indicates that |
---|---|
Connected |
The agent is connected to at least one channel. This state includes Ringing and Wrap-Up also. An icon indicates the most recently connected channel in the State Duration field. |
Available |
The agent is available on the desktop, but hasn’t received an active contact. |
Idle |
The agent has set an Idle state. Check the Idle Code field for more information. |
An option to forcefully sign out an agent is available, if a regular sign out is not possible. The administrator or supervisor should exercise caution while forcefully signing out the agent, as the agent's current contacts are cleared.
For Chat and Email channels, when the supervisor tries to forcefully sign out an agent from the Management Portal, the agent gets signed out; but the chat session remains open. The contact clean up functionality is not available for these channels.
To sign out an agent, click Sign Out in the Action field. You receive a notification that the agent is successfully signed out.
You can access the Agent State Data - Realtime dashboard only if you have View or Edit permissions to the Logout Agents module. To sign out agents, you must have Edit permissions to the module. For more information, see Module Settings.
-
The Social channel type appears in the reports if your enterprise has purchased the Social Channel add-on.
-
The Deployment Name filter appears only for Cloud Connect users.
For more information about reports, see the Types of Records Available in Each Repository section in the Webex Contact Center Analyzer User Guide.
Change User Interface Colors
You can set colors or skins in the selection panel and in the banner on the pages:
1 |
Click the Gears icon at the top-right corner of the Management Portal. |
2 |
Click the tab displaying the Wrench icon, and select a skin. The colors change immediately.
|
3 |
(Optional) Click the Reset icon to restore the default color. |
Create a Custom Theme
You can customize the banner color and images for the Management Portal user interface by creating a custom theme. You must have proper authorization to customize the user interface.
To create a custom theme:
1 |
Click the Gears icon at the top-right corner of the Management Portal. |
2 |
Click the tab displaying the Custom Theme icon. |
3 |
In Banner Color, enter the HTML (hexadecimal) code for a color or click the small box on the right and select a color. |
4 |
(Optional) Click the folder button for each listed image type, navigate to the image file in your system that you want to use, and click Open. The supported file types are PNG, JPG, JPEG, and GIF. |
5 |
Click Save. The user interface updates with the new theme.
|
6 |
(Optional) Click Reset to revert your changes. |
View and Regenerate Your API Key
To view or regenerate your API key:
1 |
Click the Gears icon at the top-right corner of the Management Portal. |
2 |
Click the tab displaying the API Key icon. |
3 |
(Optional) Click the link to view the API key. |
4 |
Click Regenerate Key to regenerate your API key. |
Access Audit Trail Reports
The Audit Trail page provides an interface where you can view details about the provisioning module changes to your account in last three years. However, you can fetch data for a seven-day period only. You can also download the details in a Microsoft Excel or an Adobe PDF file. Ensure that you have permission to view the reports.
To display an audit trail report:
1 |
From the Management Portal navigation bar, choose Audit Trail. | ||||||||
2 |
Select the filters:
| ||||||||
3 |
Click Apply Filters. | ||||||||
4 |
(optional) Click Download PDF or Download EXCEL to download the report. |
Provisioning Webex Contact Center Resources
Provisioning your Webex Contact Center is an important step that includes various tasks for setting up the Webex Contact Center. Refer to the following sections for details.
Tenant Settings
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 . | ||||||||||||||||||||
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.
| ||||||||||||||||||||
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:
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 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.
|
|||
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
|
|||
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
|
|||
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
|
|||
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 activity.
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 . | ||||||||||||||||||||
2 |
Choose Entry Point. | ||||||||||||||||||||
3 |
Click + New Entry Point. | ||||||||||||||||||||
4 |
In the General Settings area, enter the following settings:
| ||||||||||||||||||||
5 |
In the Advanced Settings area, enter the following settings:
| ||||||||||||||||||||
6 |
Click Save. |
View the Details of an Entry Point
1 |
From the Management Portal navigation bar, choose . | ||||||||||||
2 |
Choose Entry Point . | ||||||||||||
3 |
Click the ellipsis icon beside an entry point and click View. You can view the following details:
|
Edit an Entry Point
To edit an entry point or an outdial entry point:
1 |
From the Management Portal navigation bar, choose . | ||||||||||||||
2 |
Choose Entry Point. | ||||||||||||||
3 |
Click the ellipsis icon beside an entry point and click Edit. | ||||||||||||||
4 |
You can edit the following fields:
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
1 |
From the Management Portal navigation bar, choose . | ||||||||||||
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/.
|
Create an Outdial Entry Point
To create an outdial entry point:
1 |
From the Management Portal navigation bar, choose . | ||||||||||||||||||||||||
2 |
Choose Outdial Entry Point. | ||||||||||||||||||||||||
3 |
Click + Outdial Entry Point. | ||||||||||||||||||||||||
4 |
In the General Settings area, enter the following settings:
| ||||||||||||||||||||||||
5 |
In the Advanced Settings area, enter the following settings:
| ||||||||||||||||||||||||
6 |
Click Save. |
View the Details of an Outdial Entry Point
1 |
From the Management Portal navigation bar, choose . | ||||||||||||
2 |
Choose Outdial Entry Point. | ||||||||||||
3 |
Click the ellipsis icon beside an entry point and click View. You can view the following details:
|
Edit an Outdial Entry Point
To edit an outdial entry point:
1 |
From the Management Portal navigation bar, choose . | ||||||||||||||
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:
|
Copy an Outdial Entry Point
1 |
From the Management Portal navigation bar, choose . | ||||||||||||
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:
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 . | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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:
|
View the Details of a Queue or an Outdial Queue
1 |
From the Management Portal navigation bar, choose . | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
2 |
Choose Queue or Outdial Queue. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
3 |
Click the ellipsis icon beside a queue and click View. You can view the following details:
|
Edit a Queue or an Outdial Queue
To edit a queue or an outdial queue:
1 |
From the Management Portal navigation bar, choose . | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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.
|
Copy a Queue or an Outdial Queue
To copy a queue:
1 |
From the Management Portal navigation bar, choose . |
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 . |
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 . |
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
1 |
From the Management Portal navigation bar, choose . | ||||||||||
2 |
Click + New Site. | ||||||||||
3 |
Enter the following details and click Save:
|
View the Details of a Site
To view the details of a site:
1 |
From the Management Portal navigation bar, choose . |
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 . | ||||||||||||
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:
|
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 . |
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 . |
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 . | ||||||||||||||||||||||||||
2 |
Click + New Team. | ||||||||||||||||||||||||||
3 |
Enter the following details:
| ||||||||||||||||||||||||||
4 |
Click Save. |
View a team
1 |
From the Management Portal navigation bar, choose . |
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 . | ||||||||||||||||||||||||
2 |
Click the ellipsis icon beside the team that you want to edit, and click Edit. You can edit the following settings:
| ||||||||||||||||||||||||
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 . |
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 . |
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 . | ||||||||||||||||||||||||||||||||||||||
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:
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:
You can view the following details of the user:
|
Edit a User
1 |
From the Management Portal navigation bar, choose . | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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:
You can edit the following settings from Cisco Webex Control Hub:
|
Export Items Provisioned for a User
1 |
From the Management Portal navigation bar, choose . | ||||||||||||||||
2 |
Click the ellipsis icon beside a username and click Excel or PDF. The report contains details of the following items:
|
Revoke API Key for a User
1 |
From the Management Portal navigation bar, choose . |
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 . |
2 |
To download the template, click the Export as CSV ( |
3 |
Click Bulk Update ( |
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 . |
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:
|
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:
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:
|
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:
|
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:
|
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:
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:
|
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.
|
|
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
1 |
From the Management Portal navigation bar, choose . |
2 |
Click the ellipsis icon beside a user profile and click View. |
3 |
You can view the following details: |
Edit a User Profile
1 |
From the Management Portal navigation bar, choose . |
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
To deactivate a user profile:
1 |
From the Management Portal navigation bar, choose . |
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 . |
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
To copy a user profile:
1 |
From the Management Portal navigation bar, choose . |
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 . | ||||||||
2 |
Click + New Work Type. | ||||||||
3 |
Enter the following details and click Save:
|
Edit a Work Type
To edit a work type:
1 |
From the Management Portal navigation bar, choose . | ||||||||||
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:
|
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 . |
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 . |
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 .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.
|
Edit Idle or Wrap-Up Codes
1 |
From the Management Portal navigation bar, choose . | ||||||||||||
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.
|
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 . |
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 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.
|
Parent Type |
Choose a parent type:
|
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:
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:
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:
You must add the default idle code in the Selected list. The system uses default codes in the following scenarios:
|
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:
|
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.
|
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.
|
Dial Plan
The Desktop Profile
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:
|
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:
|
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:
|
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:
|
Logged-in Team Statistics |
Click On or Off to specify whether the agent can view statistics for the team.
|
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:
|
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 |
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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. |
View the Details of a Desktop Profile
1 |
From the Management Portal navigation bar, choose Desktop Profiles. |
2 |
Click the ellipsis icon beside the desktop profile you want to view and click View. You can view the following details: |
3 |
(Optional) Click Edit in each tab to edit the settings. |
Edit a Desktop Profile
1 |
From the Webex Contact Center Portal navigation bar, choose Provisioning. |
2 |
Choose Desktop Profiles. The Desktop Profiles page appears. This page displays a list of desktop profiles. |
3 |
Click the ellipsis icon beside the desktop profile you want to edit and click Edit. You can edit the following details: |
Copy a Desktop Profile
1 |
From the Management Portal navigation bar, choose Provisioning > Desktop Profiles. |
2 |
Click the ellipsis icon beside the desktop profile you want to copy and click Copy. You can edit the following details in the copied desktop profile: |
3 |
(Optional) Click Edit in each tab to edit the settings. |
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
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.
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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 . | ||||||||||
2 |
Click + New Address Book. | ||||||||||
3 |
Enter the following details and click Save.
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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:
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
1 |
From the Management Portal navigation bar, choose . | ||||||||
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:
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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:
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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 . |
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 . | ||||||
2 |
Click + New Outdial ANI. | ||||||
3 |
Enter the following details in the General Settings section:
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:
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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 . |
2 |
Click the ellipsis icon beside the outdial ANI that you want to edit and click Edit. |
3 |
You can edit the following:
|
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 . |
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:
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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:
|
Outdial calls |
Configure Desktop Profiles > Dial Plan as follows:
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. |