Now, Webex CCE supports both Webex Connect and ECE in a single deployment, allowing agents to use both platforms. Each agent can communicate via Chat and Email through ECE, and also use social channels such as SMS, Facebook Messenger, WhatsApp, and Apple Messages for Business through Webex Connect from a single Finesse Desktop interface.

If you're using ECE as your main digital channel and plan to switch to Webex Connect digital channels, this new feature enables training for your agents in batches, making the transition smoother.

Webex CCE integrates with Webex Connect, empowering businesses to connect with their customers across multiple digital channels. In addition to its existing support for Email, Live Chat, and SMS, this feature has now expanded its digital channel offerings to include WhatsApp, Facebook Messenger, and Apple Messages for Business.

Webex Connect now provides enhanced malware protection for Webex CCE digital channels by continuously monitoring file activity for faster threat detection. Malware detection is enabled by default across all digital channels, protecting agents and customers, thereby helping organizations prevent breaches. The latest Webex Connect Workflows automatically detect malware in attachments and notify both agents and customers if a file is dropped due to malicious content. The template flow includes pre-filled channel-specific variables that display the results of the malware scan on the attachment.

Cisco Finesse Desktop adheres to the Web Content Accessibility Guidelines (WCAG) 2.1, Level A and AA, and the ICT Accessibility 508 Standards, ensuring accessibility for users with disabilities. The latest enhancements include improved web accessibility, screen reader support, localization labels, color contrast, focus indicators, headers, titles, accessible labels, tool-tips, error messages, search gadget, and skip-to-content landmarks.

For more information on Accessibility for Cisco Finesse, see the Cisco Finesse Agent and Supervisor Desktop User Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html

Finesse now supports toaster notifications for:

• Incoming Calls—For incoming calls that are not answered within the configured time limit. If the call times out, a toaster notification appears on the Finesse desktop to indicate that you missed the call and your status is changed to Not Ready.

• Away from your Active Desktop — If you step away from your active desktop and the Finesse server you are logged into becomes unavailable, Finesse will provide a toaster notification alerting you that the connection to the server has been lost.

• Digital channel interactions— For incoming digital channel interactions that are not accepted within the configured time limit. If the interaction times out, a toaster notification appears on the Finesse desktop to indicate that you missed the interaction and your status is changed to Not Ready.

For more information on toaster notifications, see the Cisco Finesse Agent and Supervisor Desktop User Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html

Finesse Desktop now has a Notification Center icon that displays all the desktop notification popovers that the agent receives during a session. The notification popover includes chat, email, social media messages, system notification, and so on. For more information, see the Notification Center section in the Cisco Finesse Agent and Supervisor Desktop User Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html.

In New Gauge Chart View window, under the Preview and Format tab, a new check box Round up the value to the next whole number is available. By checking the Round up the value to the next whole number check box, the numeric gauge values that were displayed earlier in decimal number format are now displayed in a whole number format.

Activity Requests is now live in Webex WFO, enhancing the Agent Self-Scheduling experience by enabling agents to request time for activities during their assigned shifts, such as training, administrative tasks, or skill-building opportunities.Agents can choose from a list of eligible activities within the MyTime interface and use drag-and-drop functionality to adjust their schedules. This simplifies the request process while giving agents greater control over their development and daily planning.

• Provides agents with more control over their schedules and career development

• Enables agents to request time for skill development and unscheduled tasks

• Strenghtens trust and clarity in the scheduling process

For more information, see Request activity.

Notifications is an enhancement in Webex WFO designed to improve awareness and response for both agents and supervisors.

Key use cases supported by Notifications:

• Shift Bidding Window Closing Notifications - Agents who haven’t placed their bids receive alerts 24 hours before the deadline via the MyTime Web App, Mobile App, and browser notifications. This helps optimize shift allocations and prevents missed bids.

• Absence Request Notifications - When an agent submits a time-off request through the Request Module, their team lead or supervisor receives a persistent in-app notification, pop-up notification, or system push notification.

The system applies rules to auto-approve, deny, or waitlist the request. If no rule applies, the request remains Pending, triggering a notification for supervisor review. Since these notifications operate at the team level, any transferred agent’s new supervisor automatically receives the request for action.

Benefits of Notification

• Delivers timely notifications

• Enhances scheduling efficiency

• Reduces administrative workload

• Ensures seamless communication between agents and supervisors

For more information, see the following topics:

• Notification Settings

• Display User Info

• Manage Basic User Info

• Configure Organization Hierarchy

Webex WFO now offers improved multilingual support, simplifying the management of mixed-language conversations while maintaining accuracy across various contexts. Users can now utilize the same category name in multiple languages.

Key Updates:

• Accurate representation of multilingual contexts, including mixed-language conversations.

• Effective handling of consistent terms, such as brand names, that remain unchanged across languages.

• Enhanced flexibility in categorizing the same word or phrase across different languages.

• These enhancements make Webex WFO even more attuned to customer needs, providing a smoother and more user-friendly experience.

For more information, see the following topics:

• Create and manage phrases and phrase categories

• Localization and supported languages

Webex WFO Quality Management now provides enhanced omnichannel capabilities, which enable organizations to deliver a seamless, high-quality experience across both digital and voice interactions.

You can now add digital channels in Application Management, including chat, SMS, and email.

New digital support features for email include improved search, workflow management, media player upgrades, customizable retention settings, and more.

Webex WFO Quality Management enables teams to conduct quicker, more insightful reviews and streamline workflows, which helps them understand and address customer needs across multiple channels.

For more information, see the following topics:

• Contact Type filter and Text Preview
• New columns on the interactions page
• Chat Transcript panel and Text map
• Contact Goal Administration
• Workflow administration

As customer interactions increasingly move to digital platforms, Webex WFO Quality Management has introduced enhancements to support omnichannel engagement. These updates ensure a comprehensive view of interactions and a seamless experience across various channels. 

Key Highlights

• Chat transcript panel shows separation between parties to quickly review and get the full context of a text interaction and a new Text Map with ability to click on a bubble to quickly get to that spot in the chat.
• Contact Type now includes Chat, and SMS in addition to Call and Text.

Interactions Page

• Reason and Recording Type columns have been enhanced for digital contacts. For example, Reason now reflects the reason set by the workflow.
• A new External Parties column is added. External Parties is a new filter for chat and SMS contacts to filter by the person the agent interacted with. This identifier is usually an email address or phone number but does vary by the chat or messaging tool used.

For more information, see the following topics:

• Contact Type filter and Text Preview
• New columns on the interactions page
• Chat Transcript panel and Text map

Webex CCE integrated with Webex Connect enabled agents to handle communication channels such as Email, Live Chat, and SMS. Now, Webex CCE has expanded its support to include WhatsApp and Facebook Messenger digital channels.

For information about how to use the Manage Digital Channels gadget, see the Cisco Contact Center Enterprise Manage Digital Channels Gadget User Guide.