March 27, 2024

Effortless Supervisor Number Sharing for Hotdesking

You can now share dial numbers without the hassle of unique logins. If you're engaged in monitoring activities and need to log out, the next supervisor can pick up right where you left off, with monitoring requests directed to their station. This ensures that oversight is continuous and that your team's performance remains at its peak, no matter who is on duty.

March 26, 2024

Webex Contact Center launch in Singapore data center

Webex Contact Center services is now launched from a brand new data center located in Singapore. You will now have the option to choose Singapore as your country of operation. This will enable you to provision your tenant directly in the Singapore data center. It will provide dedicated Media Pops based out of Singapore, making it ideal for our valued customers in the region requiring voice media services.

For more information, see Data Locality in Webex Contact Center.

February 22, 2024

Barging in on a call

The Barge-In feature lets you to join an ongoing call between your agent and the customer, ensuring timely assistance. This allows you to step in whenever necessary, especially during the launch of new products or services, or when guiding new agents.

For more information, see Monitoring agents on a call.

January 30, 2024

Recording of consult calls

Exciting news for Supervisors! Webex Contact Center is soon introducing consult call recordings. This feature will enable you to monitor live call interactions between agents when they seek assistance. It covers four consult call types — agent to agent, agent to queue, agent to dial number, and agent to entry point mapped to a dial number. Now you can revalidate the advice provided to your agents and offer precise coaching to enhance their performance. This feature will be available exclusively to our Next Generation media platform customers and accessible only via the Recording Management portal. Prepare for a new level of team improvement!

January 23, 2024

Simplify metrics and align definitions for 'Total Handled' and 'Total Abandoned' Calls between Supervisor Desktop and Analyzer

Understanding 'Total Handled' and 'Total Abandoned' calls just got simpler. We've aligned these metric definitions between the Supervisor Desktop and Analyzer for a seamless experience. You can now review the updated definitions in the View your contact center KPI cards article.

January 18, 2023

Create reports with specific time spans

With the introduction of the new Timepicker feature, Contact Center Reporting and Analytics (Analyzer) enables users to create both stock and custom reports for a specific time span. This facilitates quick and efficient report creation, ensuring a seamless review process for operational decision-making and improving overall customer experience.

For more information, see Timepicker.

January 16, 2024

Background Noise Removal for Contact Center Agents

Webex Contact Center is launching a feature that eliminates background noise during customer interactions. Utilizing AI noise removal technology, your team's communication with customers will be more efficient and less disrupted. Available for Flex 3 premium agents, this update promises to greatly improve your team’s performance. Get ready for a cleaner, clearer communication experience. For more information, see Background Noise Removal.

We are sharing details about our planned feature releases that are coming out soon for supervisors. Cisco may make changes to the anticipated features in its sole discretion. You can subscribe to this article to get updates on any changes.

April 2024

Support for Webex Calling WebRTC endpoints for Webex Contact Center agents

Agents using the Webex Contact Center Agent Desktop can login using a Webex Calling WebRTC endpoint. The agents can receive, make, and control calls in the same way as extensions with a physical endpoint.

Remove the dependency of Contact WrapUp Events

A new Activity State 'wrapup-completed' will be introduced in CAR records. This will have no impact on any existing calculations or reports.

Refresh intervals and High Cardinality fields

During custom report creation, selecting high cardinality fields, such as Agent Session ID and Contact Session ID as row segments triggers a prompt with additional information. This pop-up will indicate that appropriate filters need to be applied to these two high cardinality fields for an optimal reporting experience.

Realtime Reports will support refresh intervals starting from 5 seconds and above for better optimization and a seamless experience. Existing reports with refresh intervals less than 5 seconds will default to 5 seconds as the new refresh interval, and it can be changed to other available values greater than 5 seconds. New reports will default to 5 seconds as the refresh interval, and it can be changed to other available values greater than 5 seconds. Refresh intervals of less than 5 seconds will not be available for any reports, to improve reporting performance.

Queue-based reports

Queue-based reports (QBR) introduce three new stock reports in Analyzer. These reports deliver comprehensive insights and metrics at the queue level, covering call flows and interactions as they are presented, handled, transferred, and consulted across queues. Additionally, a new repository called as Queue Records will be available.

Enhanced Clarity with Background Noise Removal for Contact Center Agents

Webex Contact Center is launching a feature that eliminates background noise during customer interactions. This cutting-edge feature is engineered to fine-tune customer-agent interactions, ensuring that voice clarity prevails even in the noisiest of environments. Stay tuned for a seamless experience where your agents can focus on what matters most—the customer, without any interruptions.

Synchronize agents' state between Webex Contact Center and Microsoft Teams

Monitor your team's activity more effectively with the new presence synchronization feature. Your agent's Webex Contact Center state is synchronized with Microsoft Teams, offering you real-time visibility into their status, whether they're on a call, presenting content or have opted for 'Do not disturb'. This eliminates the need for context switching and the requirement for agents to manually indicate themselves as unavailable when they are engaged in non-contact center activities, thus reduces the likelihood of 'RONA' (Redirection on No Answer).

Advanced Emergency Call Handling for Your Team

As supervisors, ensuring the safety and well-being of your team is paramount. The integration of the Redsky Emergency solution will soon empower you with the tools needed to provide accurate location details for E911 calls, directly from our platform. This enhancement not only aligns with federal safety regulations but also provides peace of mind that your agents are protected in any situation.

Enhanced Collaboration in Webex Contact Center Multi-Party Calls

We are enhancing the behaviour of calls within Webex Contact Center to prolong the interaction until all parties have left, allowing all participant to complete their conversations, finishing any notes and agreeing appropriate actions. As an example, if a Patient calls to talk to a Doctor and a Nurse, and then drops after an initial consultation, the medical professionals will be able to complete their analysis before dropping themselves.

This will provide greater flexibility to our Customers in how they interact and relate to their Customers in turn.

What this means to you

  • Improved Agent Efficiency: Foster a collaborative environment where agents can address all call elements before disconnection, leading to increased first-call resolution rates.
  • Elevated Customer Experience: Elevate customer satisfaction by providing a more comprehensive and streamlined call experience.

May 2024

Complex Call Events in Webex Workforce Optimization

Webex Workforce Optimization now unlocks the power of in-depth call analysis with our Complex Call Events feature! Dive deep into call transfers, conferences, consultations, and more to gain valuable insights into agent interactions and customer experiences. This feature enables integration of audio recordings, screen recordings, and metadata for thorough analysis. Stay tuned for the launch and look forward to enhancing your Quality Management practices!

Planned features

Synchronization of Webex Calling state with Webex Contact Center state

As a supervisor, our upcoming feature that enables the synchronization of agent states between Webex Calling and Webex Contact Center. This will remove the need for your agents to manually manage their status across both platforms, automatically setting them as unavailable when they're busy with non-contact center tasks. Consequently, this will reduce the occurrence of 'RONA' (Redirection on No Answer), enhancing the caller's experience and boosting routing efficiency.

Progressive Campaign with CPA

Our new Outbound Campaign offering will provide you with more detailed report for Progressive campaigns, helping you to track and verify the outcome of the calls made during the outbound campaign.

Webex Contact Center releases updated software regularly. For latest list of fixed issues, visit Resolved Issues article.

Supervisor desktop

  • The Team Performance Details page operates at optimum performance for up to 500 agents. A supervisor with access to more than 500 agents might not experience the best performance with the Team Performance Details page.

  • When agent 2 is conferencing into a call that is being handled by agent 1, agent 2’s details does not show all the call metadata. Also, when agent 2 is consulting with agent 1, the call details are not available on agent 2’s active interaction details modal. These issues will be fixed in a future release as an enhancement.

  • The default layout Cisco provides to the Global Layout section doesn’t support cross launching the Webex app. As an alternative, you can customize any of the layouts to add the cross-launch option.

  • When conferencing with a dial number mapped to an entry point wherein 2 agents - agent1 and agent2 are conferencing, the second agent’s contact status displays “Connected” instead of “Conferencing” in the Team Performance Details page. Note that consulting and conferencing a dial number mapped to an entry point is still in limited availability.

  • There are differences in data between Supervisor Desktop reports and Homepage. For more information, see Comparison of KPI Cards in Supervisor Desktop and Analyzer.

  • Supervisors must have unique number assignments. Supervisor1 signs into the Supervisor Desktop with a number. Supervisor1 needs to sign out and sign in with a different number, so that Supervisor2 can sign into Supervisor Desktop with the same number used by Supervisor1. If you use the same phone number for different supervisors, contact your account team, partner, or Cisco support for assistance.

  • To save the Inactivity Timeout setting on Control Hub, you must enter a value for the Auto Wrapup interval setting. However, this isn't applicable when you use the Management Portal for tenant level settings.

Courtesy callback routing to capacity-based teams is not supported

Courtesy callback isn't supported with capacity-based teams (CBT). CBTs have no individual agents assigned to them, and courtesy callback requires an Agent ID to function. Therefore, if courtesy callback flows to an entry point or a queue served by a CBT, the call fails.

February 22, 2024

Introducing Persona-Based What's New: A Customized Approach to Product and Service Updates

We are excited to announce a significant enhancement in how we deliver updates about our products and services. To provide you with the most relevant and targeted information, we have transitioned from a consolidated "What's New" article to persona-based "What's New" articles specifically tailored for Administrators, Supervisors, and Agents. This new approach offers key benefits such as personalized content, streamlined updates, and enhanced clarity. You will receive updates that are directly pertinent to your persona. This means no more sifting through information that may not apply to you.

December 18, 2023

Migration of Webex Contact Center 2.0 Guides from Cisco Product Support Page to Help Center

The Webex Contact Center 2.0 Guides that were published on Cisco product support page are now available directly from the Help Center.

So, from now on, when you click on these guides from the Cisco product support page, you'll be redirected to their respective articles in the Help Center. Here are the guides that have been moved:

September 26, 2023

End of support announcement for native chat and email channels

Webex Contact Center announces end of support for its native chat and email channels by Dec 31, 2023. We recommend that customers who have currently deployed these channels for their business to upgrade to new digital channels. These new digital channels include Web chat, Email, SMS, Facebook Messenger, and WhatsApp, designed with smart and secure capabilities. Work with your Account Manager for licensing and deployment options. For more information about the new digital channels, see Webex Contact Center New Digital Channels.