Flow Designer

Activity Label

Enter a name for the activity.

Activity Description

(Optional) Enter a description for the activity.

Screen Pop URL

Enter the URL of the intended website, such as http://www.salesforce.com. After the agent answers a call, the configured URL populates the Screen Pop in the Desktop.

Query Parameters

Enter the various variables in the payload.

To add a new query parameter, click Add New. Enter the attribute–value details in the KEY and VALUE fields respectively.

Screen Pop Desktop Label

Enter a short and intuitive custom display text that replaces the Screen Pop URL on the Agent Desktop.

After the agent answers or ends a call, this label appears as a hyperlink in the Screen Pop notification on the Agent Desktop.

For example, if the Screen Pop URL is http://www.salesforce.com and the Screen Pop Desktop Label is Salesforce, the system displays the hyperlink as Salesforce in the Screen Pop notification.

This label also appears in the Screen Pop tab of the Agent Desktop.

New browser tab

The Screen Pop displays in a new browser tab every time without affecting the existing Screen Pop.

Existing Screen Pop tab

The Screen Pop displays inside the existing browser tab replacing the previous Screen Pop.

Inside Desktop

The Screen Pop displays as a tab in the Auxiliary Information pane in the Desktop.

If the Screen Pop display option is Inside Desktop, the Screen Pop displays in the Auxiliary Information pane for the duration of the call. The Screen Pop is retained even when you select a task from another channel type in the Task List pane.

Activity Label

Enter a name for the activity.

Activity Description

(Optional) Enter a description for the activity.

Transfer Dial Number

Enter the DN to which a call should be transferred. This can be a specific number that is manually entered, or a dynamic number that is indicated through a flow variable.

Specific Dial Number

Enter the number to which the call must be transferred.

Variable Dial Number

Choose the flow variable from the drop-down list. The variable stores the number to which the call should be transferred.

Activity Label

Enter a name for the activity.

Activity Description

(Optional) Enter a description for the activity.

Transfer Dial Number

Enter the DN to which a call should be transferred. This can be a specific number that is manually entered, or a dynamic number that is indicated through a flow variable.

Specific Dial Number

Enter the number to which the call must be transferred.

Variable Dial Number

Choose the flow variable from the drop-down list. The variable stores the number to which the call should be transferred.

Timeout

This is how long the system waits for the transferred party to pick up the call. If the recipient does not pick up within this time, the system terminates the call.

The duration should be in the range of 1 to 120 seconds. The default value is 10 seconds.

This parameter records error or status codes corresponding to failed attempts at performing a Bridged transfer using the Digital Extension Module (DXM).

Invalid_Number

Activity Label

Enter a name for the activity.

Activity Description

(Optional) Enter a description for the activity.

The Virtual Agent powers the natural language conversation as part of the IVR experience with the caller.

Make Prompts Interruptible

Enables the customers to interrupt the Virtual Agent to make new requests or end the call.

Override Default Language & Voice Settings

Use this toggle button to override the language and voice settings that are configured in Global_Language and Global_VoiceName variables. This parameter is enabled by default.

Input Language

Indicates the language that the customer uses while speaking to the Virtual Agent. This field appears only if you enable the Override Default Language & Voice Settings toggle button.

Virtual Agent voice deployments in Webex Contact Center support only languages with the recognition model as an enhanced phone call(see Supported voices and languages that are available with Dialogflow Essentials (ES) (see Language reference).

Output Voice

The default value is Automatic. When the value is Automatic, the Dialogflow chooses the voice name for a given language. Ensure that the voice name configured is as per the chosen language.

Key-Value

The Key-Value parameter allows you to enter a variable name and the associated value. You can enter variable values by using the double curly braces syntax.

For example, if you want to return the account balance of a customer based on the ANI, the key and value can be:

Key: ANI

Value: {{NewPhoneContact.ANI}}

The contact center sends these parameter values to the Google Dialogflow as a JSON value in the request.query_param.payload object. The system parses and handles this JSON in the fulfillment application. The system reaches this application through the webhook that is configured in the Dialogflow. For more information, see Fulfillment.

No-Input Timeout

Indicates the amount of time that the Virtual Agent waits for customer input (voice or DTMF).

The default value is 5 seconds. The value can range from 1 to 30 seconds.

Max No-Input Attempts

Indicates the number of times the Virtual Agent waits for customer input (voice or DTMF).

The default value is 3. The value can range from 0 to 9.

Inter-digit Timeout

The amount of time that the Virtual Agent waits for the next DTMF input from the customer before the Virtual Agent moves on in the conversation flow.

The default value is 3 seconds. The value can range from 0 to 30 seconds.

Terminator Symbol

The character that the customer can enter to indicate the end of input. The Terminator Symbol can be either # or * depending on the configuration.

Termination Delay

Enables the Virtual Agent to complete the last message before the activity stops and moves on to the next step in flow.

For example, if you want the Virtual Agent to indicate something to the caller before the system escalates the call to an agent, consider the time it takes to complete the final message before escalation. The value can range from 1 to 30 seconds.

Speaking Rate

Indicates the rate of speech. Increase or decrease the numeric input to maintain the ideal rate of speech and control the output speaking rate.

Valid values for the numeric input are in the range of 0.25 to 4.0 words per minute (wpm). The default value is 1.0 wpm.

Volume Gain

Indicates the increase or decrease in volume output. Increase or decrease the numeric input to maintain the ideal volume of output speech.

Valid entries for the numeric input are in the range of –96.0 decibels to 16.0 decibels (dB). The default value is 0.0 dB.

Enable Conversation Transcript

Enables the Desktop to display the transcript of the conversation between the Virtual Agent and the customer. The raw transcript is also available through a dynamic URL. You can use this URL to extract specific sections from the transcript using an HTTP request.

VVA.LastIntent

Stores the last intent that is triggered by the Virtual Agent before moving to the Escalation or Handled intent.

VVA.TranscriptURL

Stores the URL that points to the transcript of the conversation between the Virtual Agent and the customer.

VVA.ErrorCode

Stores the status code whose value depends on the outcome of the conversation between the Virtual Agent and the customer. This variable holds one of the following values:

• no_error: Indicates that the Handled and Escalated outputs had no errors.

• max_no_input: Indicates that the customer didn't have any input errors within the specified Max No-Input Attempts.

• term_char_without_input: Indicates that the customer pressed the termination key without any input (spoken or by key press). The terminator symbol can be either # or * depending on the configuration.

• system_error: Indicates any other error in the system. For example, Dialogflow error, network issue, and so on.

Activity Label

Enter a name for the activity.

Activity Description

(Optional) Enter a description for the activity.

Static Queue

Click the Static Queue radio button to route contacts to the single queue chosen in the Queue drop-down list. All contacts coming from the Entry Point associated with the configured workflow route to the chosen queue.

Queue

Choose a queue from the Queue drop-down list to route the contacts coming from the Entry Point associated to the workflow.

Variable Queue

Click the Variable Queue radio button to use a Queue Variable to dynamically select a queue to route contacts. You can also choose a Fallback Queue in case the Queue Variable fails during the flow execution.

Queue Variable

Choose a flow variable from the Queue Variable drop-down list that yields a valid Queue ID.

The flow variable indicates which queue should be dynamically selected during the flow execution. The Fallback queue is used only if the Queue Variable fails to return a valid Queue ID.

This field appears when you click the Variable Queue radio button.

Fallback Queue

Choose the Queue ID from the Fallback Queue drop-down list. In case the Queue Variable returns an invalid Queue ID, the contacts are queued to the selected Fallback Queue.

If you click the Variable Queue radio button, you can’t input the skill requirements for the queue that uses skill-based routing. In such case, the contacts are routed to the Longest Available Agent overriding the selected queue routing algorithm.

This field appears only when you click the Variable Queue radio button.

Check Agent Availability

Enable the Check Agent Availability toggle button to exclude teams with no available agents from routing as time in the queue progresses. The Call Distribution Group of the selected queue may skip to find an agent sooner.

By default, this toggle button is disabled.

Always Check Agent Availability

Click the Always Check Agent Availability radio button to enable agent availability checking. By default, the radio button is enabled.

This option appears only if you enable the Check Agent Availability toggle button.

Variable Agent Availability Check

Click the Variable Check Agent Availability radio button to select a flow variable from the Check Agent Availability Variable drop-down list that returns a Boolean. The Boolean determines whether to check the agent availability in the variable queue.

This option appears only if you enable the Check Agent Availability toggle button.

Set Contact Priority

Enable the Set Contact Priority toggle button if you want to assign a priority to queued contacts. By default, this toggle button is disabled. The highest priority contact across all queues (voice and digital) is assigned to the next available agent who is:

• logged in to a team that is in the current call distribution group of the contact
• eligible to pick this contact based on the routing algorithm

The contacts are handled as follows:

• If no priority is assigned to the contact, then the default priority is 10.

• Contacts with higher priority are handled first.

• If two contacts have the same priority, then the contact waiting in the queue for the longest duration is handled first.

• If the agent transfers the call to an entry point, the contact priority changes to the priority assigned to a Queue Contact activity in the new flow. For more information, see Transfer a Call to an Entry Point.

Static Priority

Set the Static Priority if you want to assign a priority before publishing the flow. You can see this field only when the Set Contact Priority toggle button is enabled.

Choose a priority from the Static Priority Level drop-down list. You can set a priority from P1 to P9, where P1 is the highest and P9 is the lowest.

Variable Priority

Choose Variable Priority if the contact priority should change dynamically with each flow execution. This field appears only when the Set Contact Priority toggle button is enabled.

Choose a flow variable which returns an Integer with priority from 1 through 9 from the Contact Priority Variable drop-down list. If the priority isn’t in the range 1–9, then the default priority is 10.

Skill

Choose the desired skill from the drop-down list. You configure the skill definitions in the Control Hub.

Condition

Choose the desired condition from the drop-down list. The condition options are based on the chosen skill type.

The available conditions are: IS, IS NOT, >= , <=

Value

Click the Static Skill Value radio button to select the static skill values specified in the Skill Value field.

Click the Variable Skill Value radio button to select the skill value from a flow variable listed in the Variable drop-down list.

If the skill value is invalid, all skill requirements and relaxations that are associated with the contact that came through the QueueContactActivity are dropped.

QueueId

Stores the ID of the queue where the contact is successfully queued.

FailureCode

Stores the failure code. The system sets this value only when the activity fails.

FailureDescription

Stores the failure details. The system sets this value only when the activity fails.

1

INVALID_REQUEST

The parameters specified in the activity are invalid.

2

INVALID_ROUTING_STRATEGY

The chosen routing strategy is invalid.

3

INVALID_WAIT_TIME

The defined wait time is invalid.

4

INVALID_QUEUE

An invalid queue was specified in the activity.

5

ROUTING_LIMIT_EXCEEDED

Routing has reached the maximum limit.

6

SYSTEM_ERROR

The system encountered an internal error.

7

VTEAM_TRANSITION_LIMIT_REACHED

The contact has reached maximum limit from being queued to multiple queues.

8

OWNER_ASSIGNED_TO_INTERACTION

The contact is already assigned to an agent.

Activity Label

Enter a name for the activity.

Activity Description

(Optional) Enter a description for the activity.

Variable

Choose the variable from the drop‐down list. Only Custom Flow variables can be set to custom values. Predefined Variables have fixed values as dictated by the flow execution.

Variable Value

Click the Set Value radio button to set the variable to a specific value. The input field type changes based on the data type of the selected variable. To learn more about variable data types, see Create Custom Flow Variables.

To enter an expression, use the {{variable}} syntax.

Click the Set to Variable radio button to set the variable value to the value of another variable in the flow. Choose a variable from the drop‐down list. All variables in the flow are available for selection.

Activity Label

Enter a name for the activity.

Activity Description

(Optional) Enter a description for the activity.

Context

Contains the reason for the request. This mandatory parameter can't be edited or deleted.

This parameter must contain the same value as the value specified in the Attribute context in BRE. For more information, see the Creating a Set of Rules section in the Cisco Webex Contact Center Business Rules Engine User Guide.

ANI

Contains the originating phone number of the call. This is a default parameter that you can edit or delete, based on the rules configuration in the BRE.

A sample value for ANI is {{NewPhoneContact.ANI}}

Response Timeout

Number of Retries

Specifies the number of times the BRE Request is attempted after failure.

This parameter is used if the status code is 5xx; for example, 500 or 501.

Response Variable

Choose a variable to which you want to extract a particular section from the BRE Request response object. You can choose only Custom Flow variables from the drop-down list.

Path Expression

Define the Path Expression for parsing the response object. Depending on the kind of data structure of the response object and the use cases for extracting a subset of that information, the Path Expression varies.

Data is normalized to an object hierarchy before Path Expression execution, so JSONPath is used in the response object regardless of the configured Content Type.

Activity Label

Enter a name for the HTTP Request activity.

Activity Description

(Optional) Enter a description for the activity.

Use Authenticated Endpoint

Enables the ability to make an HTTP request to an authenticated endpoint. By default, this toggle button is on.

Connector

Choose the Connector from the drop-down list. The drop-down list displays the name of the Connectors configured in the Control Hub. The Connector provides a common location to store credentials for the service you want to access.

For example, the Salesforce Connector validates and allows connectivity to the Salesforce account. This Connector can then be referenced from within the HTTP Request activity to make a request. This essentially creates the domain section of the URL. To configure a connector on Control Hub, see the Set Up Integration Connectors for Webex Contact Center article.

Request Path

Enter the request path for the HTTP request.

This field displays when the Use Authenticated Endpoint toggle button is on.

Request URL

Defines the Request URL which spans both domain and request paths for unauthenticated endpoints.

This field displays when the Use Authenticated Endpoint toggle button is off.

Method Types: GET, POST, PUT, PATCH, DELETE, OPTIONS, HEAD

Defines the HTTP request activity that supports the following popular methods:

• GET: Request data from a specified resource.

• POST: Send data to a server to create or update a resource.

• PUT: Replaces all current representations of the target resource with the request payload.

• PATCH: Apply partial modifications to a resource.

• DELETE: Delete the specified resource.

• OPTIONS: Describe the communication options for the target resource.

• HEAD: Asks for a response identical to that of a GET request, but without the response body.

Query Parameters

Defines parameters that you pass as part of the HTTP Request. The web server provides these extra parameters to use, for example, to make a GET Request. In the Key‐Value columns, enter the key for the query and the associated value that needs to be sent with the query. The parameters are a list of key-value pairs that are separated with the ampersand (&) symbol. You can also use the variable values in the double curly braces syntax to pass variable values.

For example, if you want to fetch the account balance of a customer based on the ANI, depending on the data store service APIs, the key and value can be:

Key: ANI

Value: {{NewPhoneContact.ANI}}

HTTP Request Headers

Defines the HTTP headers that let the client pass additional information with an HTTP request. Request headers such as Accept, Accept‐*, or If‐* allow to perform conditional requests along with other headers such as Cookie and User‐Agent.

For example, as part of a GET Request, use:

GET /home.html HTTP/1.1 
Host: developer.mozilla.org 
User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.9; rv:50.0) 
Gecko/20100101 Firefox/50.0 
Accept: text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8 
Accept Language: en‐US,en;q=0.5 Accept Encoding: gzip, deflate, br 
Referer: https://developer.mozilla.org/testpage.html 
Connection: keep‐alive 
Upgrade‐Insecure‐Requests: 1 
If‐Modified‐Since: Mon, 18 Jul 2016 02:36:04 GMT 
If‐None‐Match: "c561c68d0ba92bbeb8b0fff2a9199f722e3a621a" Cache‐Control: max‐age=0 

To add an HTTP Header, click Add New. This adds a row where you can enter the respective key‐value pairs. You can add as many HTTP headers as required as part of the HTTP Request.

Content Type

Specifies the expected content type of the request body. Application/ JSON, Form URL Encoded, TOML, XML, File and YAML are supported content types.

Request Body

Specifies the data bytes transmitted in an HTTP transaction message, immediately following the headers if there are any. In certain types of HTTP Requests such as a POST or PUT request, you can send a request body that specifies the content to update at the target resource.

If you choose the Content Type as File, the CONTENT and FILE NAME columns appear. The CONTENT drop-down displays the list of JSON variables from the flow and output variables from the Record activities.

• CONTENT: Choose the recorded audio file from the drop-down list. The audio file is populated based on the output variables configured in the Record activities. The system sends this audio file to the third-party server or API.
• FILE NAME: Enter the name of the audio file. This file name appears on the destination server or API.

Response Timeout

Specifies the connection timeout for the HTTP Request. Default is set at 2000 milliseconds, however it can have any unlimited value.

Number of Retries

Specifies the number of times the HTTP Request is attempted after failure. Retry for service is unavailable. You can give any unlimited value for number of retries.

This parameter is used if the status code is 5xx; for example, 500 or 501.

Content Type

Specifies the expected content type of the response body. JSON, TOML, XML, and YAML are the supported content types.

Output Variable

Choose a variable to contain the data from a specific section of the HTTP Request response object.

Path Expression

Define the Path Expression for parsing the response object. Depending on the response object data structure and the reason to extract a subset of information, the Path Expression varies.

Data is normalized to an object hierarchy before Path Expression execution, so JSONPath is used in the response object regardless of the configured Content Type.

Choose an audio file. System plays this audio file to the caller to fill the silence while it retrieves an HTTP response.

Set the delay time value in milliseconds according to requirements. The default value is preset to 2000 milliseconds.

Activity Label

Enter a name for the activity.

Activity Description

(Optional) Enter a description for the activity

Input Variable

Specifies the variable that stores the data object to use for parsing.

Content Type

Specifies the expected content type of the data object. JSON, TOML, XML, and YAML are supported content types.

Output Variable

Choose a variable to contain the data from a specific section of the HTTP Request response object.

Path Expression

Define the Path Expression for parsing the response object. Depending on the response object data structure and the reason to extract a subset of information, the Path Expression varies.

Data is normalized to an object hierarchy before Path Expression execution, so JSONPath is used in the response object regardless of the configured Content Type.

Path Expressions should confirm to Jayway JSONPath expressions. For more information, see https://github.com/json-path/JsonPath.

Activity Label

Enter a name for the activity.

Activity Description

(Optional) Enter a description for the activity.

Condition

Choose the Condition from the drop‐down list:  

• < (less than)

• != (not equal)

• > (greater than)

• == (equal to)

• >= (greater than or equal to)

• <= (less than or equal to)

• * (multiplied by)

• / (divided by)

• + (add)

• ‐ (subtract)

Activity Label

Enter a name for the activity.

Activity Description

(Optional) Enter a description for the activity.

Variable

Choose a variable against which you want to evaluate the different cases. Choose the variable from the drop-down list.

Expression

Enter an expression to evaluate the different cases against. Use the Pebble Template syntax to define the expression. For more information on the Pebble Template Syntax, see Pebble Template Syntax.

Case

Defines the different cases to compare to the variable or expression. You can add up to 20 case statements per activity.

Click Add New to add a new case statement block to compare against a static value, a variable, or an expression. If you use a variable or expression, use the Pebble Template Syntax. For more information on the Pebble Template Syntax, see Pebble Template Syntax.

Activity Label

Enter a name for the Wait activity.

Activity Description

(Optional) Enter a description for the activity.

Duration

Click on the Duration field to set the time. If you enter the minutes and seconds fields to more than 59, it automatically defaults to 59. If you set the hours field to more than 72, it prompts you to enter the duration between 00:00:10 and 72:00:00.

Currently there’s a deviation up to a few milliseconds while executing this activity. Don't use the wait activity in use cases that require high precision.