December 12, 2024

Enhanced recording playback

Currently, supervisors face challenges with fragmented session recordings, making it difficult to identify key moments for efficiency review. Our upgraded playback experience addresses this issue by offering an intuitive layout with improved interaction details. The new player enables supervisors to effortlessly navigate through various segments of the call, including chapters that summarize important moments and rich metadata for voice interactions. This ensures that supervisors can focus on the most crucial parts of the conversation.

For more information, see the Supervise your agents and teams article.

December 12, 2024

Sign out agents in Team Performance Details

With this feature, you can sign out agents from the team performance details widget in Supervisor Desktop. This can be applicable for the agents who've left for the day while in a wrap-up state, are still marked as available (causing calls to be routed to them), or have accepted an asynchronous interaction, such as an email. If agents are currently engaged in an interaction, you will need to wait until they complete it before signing them out.

For more information, see the Supervise your agents and teams article.

November 18, 2024

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 Record is available.

For more information, see the sections Queue-based Reports and Standard Queue Record Fields and Measures in the Webex Contact Center Analyzer User Guide.

November 13, 2024

WebRTC support for Supervisor Desktop

With WebRTC support for Supervisor Desktop, using the Next Generation Media Platform, you can facilitate your calls directly from your browser with the help of a headset. No more need for external phones or extension numbers. This feature offers all the current voice functionalities like hold, retrieve, transfer, and conference. Plus, features like mute, auto-answer, and dial pad ensure seamless browser-only use. Not only this, a new WebRTC status indicator shows you the current status of the voice service. For more information, see Manage Desktop Profiles, Change your dial number or extension, Edit your profile in Supervisor Desktop, Sign in to Supervisor Desktop, and Supervise your agents and teams.

September 20, 2024

View consult session recordings in Supervisor Desktop

With this feature, you can access recordings of consult call sessions, including consult to agent, consult to queue, consult to dial number, and consult to entry point. The consult session recordings have a separate playback option within the main call recording in Supervisor Desktop. This allows supervisors to review and analyze the details of the consult call sessions, and identify areas for training, coaching, and efficiency improvements.

For more information, see the Supervise your agents and teams article.

August 27, 2024

Agent Interaction Duration in Team Performance Details

You can keep track of how long your agents spend with customers using the new Interaction Duration column in the Team Performance Details table on the Supervisor Desktop. This shows the time agents spend in all statuses except wrap-up.

By monitoring the Interaction Duration column, you'll quickly see if an agent is spending too much time with customers. This is especially useful for newer agents who might need extra help. You'll get a complete view of how an agent handles a customer, which is crucial for making decisions about mid-call monitoring. This ensures agents are efficient and get help when needed, keeping productivity high and supporting your team effectively.

Interaction Duration is shown for both primary and consulted/conferenced agents from the moment they are consulted. This gives you a full view of the support provided, ensuring all contributing agents are accounted for in the customer experience.

For more information, see the Team Performance Details section in the Supervise your agents and teams article.

May 16, 2024

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 empowers you with the tools needed to provide accurate location details for E911 calls, directly from our platform. This enhancement fully aligns with federal safety regulations and protects your agents in any situation.

May 14, 2024

Refresh intervals and High Cardinality fields

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

Realtime Reports supports refresh intervals starting from 5 seconds and above for better optimization and a seamless experience. Existing reports with refresh intervals less then 5 seconds defaults to 5 seconds as the new refresh interval, and it can be changed to other available values greater than 5 seconds. New reports 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 is not available for any reports, to improve reporting performance. For more information, see Cisco Webex Contact Center Analyzer User Guide.

May 10, 2024

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). For more information, see Understand agent states..

May 10, 2024

Ongoing Accessibility Upgrades for Supervisor Desktop

Our focus has been on enhancing the user experience for all supervisors, facilitating smooth navigation and interaction. From refining screen reader behavior to optimizing tabbing order and enhancing color contrast, we've prioritized accessibility for supervisors of all abilities. With these upgrades, supervisors can efficiently oversee operations and monitor their teams with ease, fostering a more inclusive work environment.

May 3, 2024

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.

For more information, see Configure Voice Outbound Campaign Modes in Webex Contact Center.

March 29, 2024

Webex Contact Center AI Beta: Agent Burnout Management and Auto CSAT

We are excited to announce the Agent Burnout Management and Auto CSAT beta features. These features are designed to enhance agent wellness and productivity

Agent Burnout Detection feature leverages end-to-end data in the Webex Contact Centre platform to detect the agent's stress levels in real-time. We have partnered with Thrive Global to play a ‘Reset’ break to agents when they are experiencing high-stress levels detected by the Cisco Agent Burnout Detection AI model.

Auto CSAT predicts post-interaction CSAT for all customers, empowering contact centers to leverage every interaction for insights and decision-making, ultimately maximizing customer satisfaction and agent performance.

You need to sign up on the Webex Beta Portal and fill in the participation survey to express your interest in these beta features.

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 the Background Noise Removal section in Webex Contact Center Analyzer User Guide.

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.

December 2024

Introducing Insights - the new BI tool for Webex WFO

Your experience with Webex WFO is about to get even better.

We are excited to announce the general availability of a brand-new reporting and analytics tool within Webex WFO – Insights.

Insights is a modern, fully featured BI solution with a range of features and improvements designed to significantly enhance your data access and visibility within Webex WFO. It aims at elevating the user experience and improving upon the current reporting functionality available in Data Explorer today.

Reasons to get excited about Insights:

  • The Insights experience is designed for streamlined data exploration and analysis all while being easy for non-tech users to create reports and dashboard independently
  • AI-powered and highly customizable to help accelerate decision making
  • Offers a broad range of visualizations
  • Suitable for both, efficient ad-hoc analysis and rich dash-boarding

Curious? We have prepared a short video to provide a great overview of all the new capabilities that Insights brings to the table. We have also prepared an FAQ with lots of details to dive into.

Getting access to Insights is easy – it is being rolled out to all Webex WFO data centers through the end of the year (for details, see the FAQ).

Between November 1st and January 31st, 2025, you will need to update your subscription (change-modify) to keep access to Insights. More details on this will follow soon.

Interactive Voice Response Survey Analyzer Reporting

We're thrilled to announce that WxCC's new survey reporting capabilities will soon be available in Analyzer! You'll find this powerful feature in Visualization → Historical Reports → Post Interaction Surveys → Survey Response Report.

This enhancement delivers detailed insights on agents, queues, sites, and more for each survey question, empowering you to quickly and easily analyze survey results. Get ready to accelerate your data-to-insights process with this exciting new addition.

Stay tuned for the official release.

Agent Skills Based Filtering

With this feature in Analyzer, you can filter existing or new custom reports based on agent skills. This allows for real-time identification of agents to improve staffing and queue management for customer interactions.

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.

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.

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.

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.

Agent initiated outbound SMS and Email support

We're excited to announce that supervisors will soon be able to initiate an outbound SMS or Email Task from the Webex Contact Center Agent Desktop. Supervisors can initiate an outbound task regardless of their current status, whether on a voice call, engaged in a digital interaction, or idle with no tasks assigned. This new capability will allow supervisors to send updates to customers or external partners outside of the regular interactions on demand, and it will be available to all supervisors with access to digital channels powered by Webex Connect. However, the ability to start these outbound tasks will depend on the thresholds configured in the multi-media profile policy mapped to the supervisor.

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.