Customer Experience Basic and Customer Experience Essentials feature comparison
Get to know the features available for the Customer Experience Basic and Customer Experience Essentials and choose the offering which best suits your organization.
| Features | Customer Experience Basic | Customer Experience Essentials |
|---|---|---|
| License | Included with Webex Calling professional license. |
Requires Customer Experience Essentials license which is available through Flex Plan 3.0. Customer Experience Essentials license includes Webex Calling professional license. |
| Administrator | ||
| Call Handling | ||
| Number of calls in queue settings | ✓ | ✓ |
| Caller ID settings | ✓ | ✓ |
| Distinctive ringing | ✓ | ✓ |
| Language and timezone settings | ✓ | ✓ |
| Call back | ✓ | ✓ |
| Agents and supervisors management | ✓ | ✓ |
| Set agent status | ✓ | ✓ |
| Join/Unjoin agent to queue | ✓ | ✓ |
| Call routing | ||
| Priority-based routing | ✓ | ✓ |
| Skill-based routing | ✓ | ✓ |
| Stranded call routing | ✓ | ✓ |
| Bounced call routing | ✓ | ✓ |
| Call forwarding | ✓ | ✓ |
| Holiday routing | ✓ | ✓ |
| Non-business hours routing | ✓ | ✓ |
| Forced forwarding | ✓ | ✓ |
| Queue Settings | ||
| Screen pop | — | ✓ |
| Call overflow setting | ✓ | ✓ |
| Notification tone for agents | ✓ | ✓ |
| Announcement | ||
| Welcome message | ✓ | ✓ |
| Estimated time wait message | ✓ | ✓ |
| Comfort message | ✓ | ✓ |
| Comfort message bypass | ✓ | ✓ |
| Music on hold | ✓ | ✓ |
| Call whisper message | ✓ | ✓ |
| Analytics | ||
| Call queue status | ✓ | ✓ |
| Call queue agent status | ✓ | ✓ |
| Live queue status | ✓ | ✓ |
| Reports | ||
| Call queue status report | ✓ | ✓ |
| Call queue agent status report | ✓ | ✓ |
| Supervisor | ||
| Supervisor experience in Webex App | — | ✓ |
| Click chat option in supervisor's agent dashboard to message an agent | — | ✓ To use this feature, the agent and supervisor must have assigned the Webex Basic or Advanced Messaging license. |
| Monitor agent | ✓ This functionality is accessible only through FAC. | ✓ |
| Barge into agent call | ✓ This functionality is accessible only through FAC. | ✓ |
| Coach agent | ✓ This functionality is accessible only through FAC. | ✓ |
| Take over call from agent | ✓ This functionality is accessible only through FAC. | ✓ Currently, this functionality is accessible only through FAC. |
| Set agent status | — | ✓ |
| Join/Unjoin agent to queue | — | ✓ |
| Sign out an agent | — | ✓ |
| View real-time agent status | — | ✓ |
| View real-time queue status | — | ✓ |
| View historical agent statistics | — | ✓ |
| View historical queue statistics | — | ✓ |
| Agent | ||
| Agent experience in Webex App | ✓ | ✓ |
| View queue details such as calls in queue, longest wait time, agents total, agents idle, agents available, and agents unavailable. | — | ✓ |
| Set availability status | ✓ | ✓ |
| Join/unjoin queue | ✓ | ✓ |
| Answer calls | ✓ | ✓ |
| Make outbound call | ✓ | ✓ |
| Make conference call | ✓ | ✓ |
| Transfer call | ✓ | ✓ |
| Forward call | ✓ | ✓ |
| Call back to callers | ✓ | ✓ |
| View screen pop | — | ✓ |
| View real-time call queue | — | ✓ |
| Access multi call window | ✓ | ✓ |
For Customer Experience Basic, the supervisor functionalities are accessible only through Feature Access Code (FAC).
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