Agent Activities in Cisco Webex Contact Center for Salesforce

Receive an Inbound Call in Cisco Webex Contact Center for Salesforce

To receive an inbound call:

1

In Salesforce, click the App Launcher menu and select Webex Contact Center App.

2

Click the Phone button (on the bottom left) and sign in to the client.

3

In the client screen, change the status to Available to receive calls.

4

When there is an incoming call, the client finds the Automatic Number Identification (ANI) number in the record to see if the customer already exist.

  • If the record is found and screen pop is configured, then customer details are displayed in a pop-up screen.

  • If the record is not found, then a New Contact profile screen pop appears where you can enter the details.


 

To set up the screen pop, see Create a Default Softphone Layout.

5

After the call is disconnected, select a wrap-up reason from the drop-down list.

An activity is logged against the respective Salesforce contact.

To see the activity log, click any entry in the Activity list. The following details appear:

Table 1. Call Activity Log

Parameter

Description

Assigned To

Shows the name of the agent who answered the call.

Subject

Shows type of the call, date, and timestamp.

Contact Type

Shows the contact type.

Ani

Shows caller's number.

Call Duration

Shows call duration in seconds.

Queue Name

Shows the queue name.

Due Date

Shows the follow-up date.

Priority

Shows the priority, such as High, Normal, or Low.

Created By

Shows the agent who has created the record.

Status

Shows the status of the call entry.

Call Object Identifier

Shows object ID used to track the call.

Call Type

Shows the call type.

Dnis

Shows the Agent's phone number.

Call Result

Shows the wrap-up option that is used, such as Follow-up, Default, or custom defined option.

Name

Shows the customer name.

Related To

Shows the related case with this activity.

Last Modified By

Shows the Agent who modified the task.

Comments

Shows Agent comments.

To play a recording, select an activity in the contact page and click Play Recording.

 

If you have issues playing the recording, follow the steps in Set up Call Recording in Cisco Webex Contact Center for Salesforce.

Place an Outbound Call in Cisco Webex Contact Center for Salesforce

To place an outbound call:

1

In Saleasforce, click the App Launcher menu and select Webex Contact Center.

2

Enter the contact name in the Search Salesforce textbox and click the contact name, and then click the phone number to dial. Or, click Phone > Dialer and then enter the phone number and click the phone icon to dial.

3

After the call is disconnected, an activity is logged for the respective Salesforce contact.

Create a Report in Cisco Webex Contact Center for Salesforce

To generate a report:

1

In Salesforce, click App Launcher > Webex Contact Center.

2

From the Navigation Apps drop-down, select Reports.


 

If the reports is not listed, click Edit > Add More Items and add the Reports.

3

To see all the existing reports, click All Reports.


 

There is a default call activity report that installs with Cisco Webex Contact Center for Salesforce client. You can modify the dates, and add or remove fields and filters.

4

To create a new report, click Reports > New Report.

5

In the Report Builder tab, select the required report type and then click Save & Run.

6

Enter the Report Name and click Save.

Cisco Webex Contact Center for Salesforce generates this report using the data that is logged in the Salesforce.

Report Parameters in Cisco Webex Contact Center for Salesforce

The following parameters are available to track in Cisco Webex Contact Center:

Parameter

Description

Date

Indicates the date when the activity got created.

Subject

Indicates the activity happened along with date and time stamp.

Status

Indicates the status of the call. It is always complete.

Call Duration (Seconds)

Indicates the duration of the call in seconds.

Call Type

Indicates if the call type is inbound or outbound.

Call Result

Indicates wrap-up reason used after the call.

Call Object Identifier

Indicates the session ID for future debugging purpose.

Account ID

Indicates the owner ID to track the customer.

Ringing Time

Indicates count of ringing duration before the call is answered.

Wrap Up Duration

Indicates the time taken to update the details after the call ended.

Queue Name

Indicates the name of the queue where call is received.

Contact Type

Indicates the medium used to communicate. Currently, only call is provided.

Ani

Indicates the ANI digits delivered with the call. ANI is a service provided by the phone company that delivers the caller’s phone number along with the call.

Dnis

Indicates the Dialed Number Identification Service (DNIS) digits delivered with the call. DNIS is a service provided by the phone company that delivers a digit string indicating the number the caller dialed along with the call.