Cisco Webex Contact Center provides a dedicated Contact Center Service Administrator role that allows users to administer and manage the contact center service and licenses. This role can be assigned to external administrators, and users within the customer organization.


This role is in addition to all existing roles that apply to partner and customer organizations, as described in the article Assign Organization Account Roles in Cisco Webex Control Hub.

A Webex Contact Center administrator may belong to a customer organization, a partner organization that manages your subscription, or any other organization.

The following table describes the contact center-specific privileges of all Control Hub administrator roles:

Customer Organization

External Organization

Partner Organization

Any Other Organization

Full Administrator

  • Can administer all features of contact center.

  • Can perform all user management activities for contact center such as:

    • Add or remove users in the customer organization.

    • Assign, edit, or remove contact center licenses from users.

    • Add or revoke the Contact Center Service Administrator role from external administrators.

Contact Center Service Administrator

  • Can administer all features of contact center.

  • Can perform all user management activities for contact center such as:

    • Add or remove users in the customer organization.

    • Assign, edit, or remove contact center licenses from users.

    • Add or revoke the Contact Center Service Administrator role from external administrators.

  • Can administer all features of contact center.

  • Can perform user management activities for contact center such as:

    • Assign, edit, or remove contact center licenses from users.

    • Add or revoke the Contact Center Service Administrator role from users in the customer organization.

Provisioning Administrator

NA

  • Can perform all contact center administrative activities that a partner full administrator can perform.

  • Cannot perform any user management activities, and can only view the list of other external administrators in the organization.

NA

Read-only Administrator

Cannot access the Webex Contact Center administrative interfaces in the Control Hub or the Management Portal.

Can access the Webex Contact Center administrative interfaces (Control Hub and the Management Portal) in read-only mode only.


The remaining sections in this article describe the Contact Center Service Administrator role in detail.

The following table summarizes who can manage the Contact Center Service Administrator role, and the key points to keep in mind for this role:


  • You cannot assign the Contact Center Service Administrator role to a full administrator or read-only administrator.

  • To be assigned the Contact Center Service Administrator role, a user must have a Premium Agent license for Webex Contact Center.

Customer Organization

External Organization

Partner Organization

Any Other Organization

Full Administrator

Can assign the Contact Center Service Administrator role to:

  • Another contact center user from the customer organization

  • An external user


     
    • Webex Contact Center does not support adding an external user as Contact Center Service Administrator, if the user's organization has the contact center service enabled.

    • You cannot assign the Contact Center Service Administrator role to an external user from a provisioning partner organization.

    • You can assign either the read-only administrator, full administrator, or Contact Center Service Administrator role to an external user at a point in time. You cannot assign more than one of these roles to an external user simultaneously.

Can assign the Contact Center Service Administrator role to another contact center user from the customer organization.

Contact Center Service Administrator

Can assign the Contact Center Service Administrator role to another contact center user from the customer organization


 

You cannot assign the Contact Center Service Administrator role to another external user; you can assign the role to a user from the customer organization only.

For more information on how to assign roles to a contact center user, see the article Ways to Add Users for Cisco Webex Contact Center.

As a Contact Center Service Administrator, you can perform Contact Center specific administration activities via Control Hub as explained in the following sections.

Set Up Webex Contact Center

After a full administrator successfully completes the Services Set-Up Wizard, you can perform the subsequent steps to configure the tenant. Access the Cisco Webex Contact Center card and click Set Up Cisco Webex Contact Center in the settings, to configure the tenant.


  • As a Contact Center Service Administrator, you cannot access the Services Set-Up Wizard.

  • You cannot set up Webex Contact Center Chat services for the customer. If chat services are required for the customer, ensure that a full administrator from the customer organization logs in to the settings page and clicks Set Up Cisco Webex Contact Center to set up chat services.

User Management

The Management > Users menu enables you to manage Contact Center users.

All Users

The All tab enables you to view the list of all users in your organization, including users of other services.

To resend the user activation email to a user who is not verified, click the (ellipsis) button and then click Resend Invitation.


  • You cannot add a new user to the organization.

  • You cannot activate, deactivate, or delete users from the organization.

You can access the details, services, and roles of a user by clicking the corresponding row.

  • Click User > Details to view the details of the user. The user details are read-only for the Contact Center Service administrator.

  • Click Services > Edit to update Contact Center service configuration and license information for the user.

  • Click Roles and Security > Administrator Roles to view the administrator roles for the user. You can assign or unassign only the Contact Center Service Administrator role for a user.

Manage Users

On the All tab of the Users page, click Manage Users to modify existing user information.

  • Click Manually Modify Users to update contact center license information and the associated roles for users manually.

  • Click CSV Modify Users to update the information by importing a .csv file.


You can set only the Webex Contact Center Premium and Webex Contact Center Standard columns to TRUE or FALSE in the CSV template.

Administrator Users

On the Users page, click the Administrators tab to view the list of administrator users with the Webex Contact Center Administrator role.


As a Contact Center Service Administrator, you can view only other Contact Center Service Administrator users. You cannot view full administrators or administrators of other services in the organization.

To view and update Contact Center service and license information and the Contact Center Service Administrator role for an administrator user, click the corresponding row.

External Administrators

On the Users page, click the External Administrators tab to view the list of external administrators with the Contact Center Service Administrator role. This tab displays the list of administrators from partner organizations and external administrators who are explicitly invited by the customer administrator.

As a Contact Center Service Administrator, you cannot view external administrators with roles other than that of Contact Center Service Administrator.

You can perform the following activities in the External Administrators tab:

  • To view and update (remove) the Contact Center Service Administrator role for an external administrator, click the corresponding row.

  • To add an external user and assign the Contact Center Service Administrator role to the user, click Add external admin.


    • If you are an external administrator with the Contact Center Service Administrator role, you cannot add another external Contact Center Service Administrator to the organization.

    • You cannot assign the Contact Center Service Administrator role to an external user who is from a provisioning partner organization.

Manage Customer Account

Click the Management > Account menu to view the account page of your organization.

You can view your organization account details in the Info tab. The Subscriptions tab enables you to view the Contact Center license usage, and trial and subscription information for your organization.

Troubleshooting

Click the Monitoring > Troubleshooting menu to view the status of Webex services and the list of support resources.

Click a Webex service to view the service status.

The Contact Center Service Administrator can perform all other contact center-specific configurations on Control Hub and Management Portal, in addition to the above-mentioned capabilities.

For more details on configuring Webex Contact Center, refer the Cisco Webex Contact Center landing page.