Cisco Webex Contact Center provides a dedicated Contact Center Service Administrator role that allows users to administer and manage the contact center service and licenses. This role can be assigned to external administrators, and users within the customer organization.


This role is in addition to all existing roles that apply to partner and customer organizations, as described in the article Assign Organization Account Roles in Cisco Webex Control Hub.

A Webex Contact Center administrator may belong to a customer organization, a partner organization that manages your subscription, or any other organization.

The following table describes the contact center-specific privileges of all Control Hub administrator roles:

Customer Organization

External Organization

Partner Organization

Any Other Organization

Full Administrator

  • Can administer all features of contact center.

  • Can perform all user management activities for contact center such as:

    • Add or remove users in the customer organization.

    • Assign, edit, or remove contact center licenses from users.

    • Add or revoke the Contact Center Service Administrator role from external administrators.

Can perform all administrative activities similar to full administrators from a customer organization, with the following exception:

  • The administrator cannot add or revoke the Contact Center Service Administrator role from other external administrators.

Contact Center Service Administrator

NA

Can perform all administrative activities similar to full administrators from a customer organization, with the following exception:

  • The administrator cannot add or revoke the Contact Center Service Administrator role from other external administrators.

Provisioning Administrator

NA

  • Can perform all contact center administrative activities that a partner full administrator can perform.

  • Cannot perform any user management activities, and can only view the list of other external administrators in the organization.

NA

Read-only Administrator

Cannot access the Webex Contact Center administrative interfaces (Control Hub and Management Portal).

Can access the Webex Contact Center administrative interfaces (Control Hub and Management Portal) in read-only mode only.


The remaining sections in this article describe the Contact Center Service Administrator role in detail.

The following table summarizes the user roles that can manage the Contact Center Service Administrator role, and the key points to keep in mind for this role:

Customer Organization

External Organization

Partner Organization

Any Other Organization

Full Administrator

Can assign the Contact Center Service Administrator role to:

  • A user from the customer organization


     

    The Contact Center Service Administrator role can be assigned to a user in the customer organization, only if the user has a Premium License.

  • A user from an external organization


     
    • Webex Contact Center does not support adding a Contact Center Service Administrator from an external organization, if the external organization also has contact center service enabled.

    • You cannot assign the Contact Center Service Administrator role to an external user from a provisioning partner organization.

Can assign the Contact Center Service Administrator role to:

  • A user from the customer organization


     

    The Contact Center Service Administrator role can be assigned to a user in the customer organization, only if the user has a Premium License.


 

You can assign either the Contact Center Service Administrator, full administrator, or read-only administrator role to a user at a point in time. You cannot assign more than one of these roles to a user simultaneously.

Contact Center Service Administrator

Can assign the Contact Center Service Administrator role to:

  • A user from the customer organization


     

    The Contact Center Service Administrator role can be assigned to a user in the customer organization, only if the user has a Premium License.

  • A user from an external organization


     
    • Webex Contact Center does not support adding a Contact Center Service Administrator from an external organization, if the external organization also has contact center service enabled.

    • You cannot assign the Contact Center Service Administrator role to an external user from a provisioning partner organization.

NA

Can assign the Contact Center Service Administrator role to:

  • A user from the customer organization


 
  • You cannot assign the Contact Center Service Administrator role to another external user; you can assign the role to a user from the customer organization only.

  • The Contact Center Service Administrator role can be assigned to a user in the customer organization, only if the user has a Premium License.

For more information on how to assign roles to a contact center user, see the article Ways to Add Users for Cisco Webex Contact Center.

As a Contact Center Service Administrator, you can

  • Perform contact center-specific administration activities via Control Hub as explained in the following sections.

  • Perform all other contact center-specific configurations on Control Hub and Management Portal.

  • Create, modify, and delete flows using Flow Designer.

For more details about configuring Webex Contact Center, see the Cisco Webex Contact Center landing page.

As a Contact Center Service Administrator, you

  • can't access the Services Set-Up Wizard.

  • can't set up Webex Contact Center Chat services for the customer. An administrator from the customer organization can set up chat services. For more details about setting up chat services, see the Cisco Webex Contact Center landing page.

Configure a Webex Contact Center Tenant

After a full administrator successfully completes the Services Set-Up Wizard, you can perform the following actions to configure the tenant.

  1. Access the Contact Center Service Configurations.

  2. Click Set Up Webex Contact Center.

User Management

The Management > Users menu enables you to manage Contact Center users.

All Users

You can view the list of all users in your organization, including users of other services.

Resend the Activation Email to an Unverified User

If a user can't find the activation email, you can send a new email.

  1. Click the (ellipsis) button.

  2. Click Resend Invitation.

User Services and Roles

As the Service Administrator, you can view the users of the organization. You can't add or delete users, nor can you activate or deactivate users. You can assign or unassign only the Contact Center Service Administrator role for a user.


  • You can't add a new user to the organization.

  • You can't activate, deactivate, or delete users from the organization.

View the User Details

  1. In Control Hub, select Management > > Users.

  2. Click a user in the list.

  3. Click User > Details.

    The user details are read-only for the Contact Center Service administrator.

  4. Click Services > Edit licences to update the Contact Center service configuration and license information for the user.

    On Cisco Webex Contact Center 1.0, the licensing options appear as shown below.

    On Cisco Webex Contact Center, the licensing options appear as shown below.

  5. Click Roles and Security > Administrator Roles to view the administrator roles for the user. You can assign or unassign only the Contact Center Service Administrator role for a user.

Manage Users

In the CSV template, you can set only the Webex Contact Center Premium and Webex Contact Center Standard columns to TRUE or FALSE.

  1. In Control Hub, select Management > > Users.

  2. Click Manage Users. Perform one of the following tasks:

    • Click Manually Add or Modify Users to manually update contact center license information and the associated roles for users.

    • Click CSV Add or Modify Users to update the information by importing a .csv file.

View the Webex Contact Center Administrators

As a Contact Center Service Administrator, you can view only other Contact Center Service Administrator users. You can't view full administrators or administrators of other services in the organization.

  1. On the Users page, click the Administrators tab.

  2. Click an administrator user row.

  3. Update these attributes:

    • Contact Center Service

    • Contact Center License Information

    • Contact Center Service Administrator Role

View the Contact Center Service Administrators

If you are an external administrator with the Contact Center Service Administrator role, you can't perform the following tasks:

  • Add another external Contact Center Service Administrator to the organization.

  • Assign the Contact Center Service Administrator role to an external user who is from a provisioning partner organization.

  • View external administrators with roles other than the roles of Contact Center Service Administrator.

  1. On the Users page, click the External Administrators tab.

  2. Perform one of the following tasks:

    • Click the corresponding row to view and update the Contact Center Service Administrator role for an external administrator.

    • Click Add external admin to add an external user and assign the Contact Center Service Administrator role to the user.

Manage a Customer Account

  1. Click Management > Account.

  2. Click the Info tab to view the organization account details.

  3. Click the Subscriptions tab to view the Contact Center license usage and trial and subscription information for your organization.

View the Webex Service Status and Supported Resources

  1. Click Monitoring > Troubleshooting.

  2. Click a Webex service to view the service status.