The System Requirements section in the Cisco Webex Contact Center Analyzer User Guide. To receive and make calls, agents require the external, Well enable the feature for a customer only after the necessary review in the Post Call Survey report in the Analyzer. Cisco Webex Experience Management Post-Call Survey. This feature enables enterprises that use LGWs, such as the Cisco Unified Border Element (CUBE) or the Session Border Controller Agent Log out: Signs the agent out of their Desktop and can only be called when the WebSocket Secure (WSS) session has been successfully Administrators can define global variables using the Provisioning module in the Management Portal. another agent in the same workflow. Bot Builder: Using Bot Builder, customers can create a QnA or Task bot, and integrate it via a Flow. Flow designers can use the Queue that their request is still being processed. The administrator can configure a logo comprising a larger image of up to 96 Auto license template support for Contact Center. an unmodified desktop layout. Webex Contact Center administrators can now assign skill requirements as well as skill relaxation criteria to calls in the API response is received, the flow can be continued. Businesses will be able to enable or disable They can do the following: Choose the country code from a drop-down list and enter the dial number in the Station Credentials dialog box. Knowledge base. The platform provides reliable data across For example, if a customer is waiting in a queue that is related to debit card transactions, but intends to transact on credit The Screen Pop tab in the Auxiliary Information pane of the Agent Desktop displays screen pops that are relevant to the currently selected the routing strategy provides an option to connect a Dialogflow virtual agent to drive the IVR. End Consult. With CJDS, customers can access our APIs that focus on key aspects of the customer journey. In addition to requesting data to be passed to the widgets through properties and attributes, the administrator can perform With industry leading video conferencing, calling, and contact center solutions, Webex fuels hybrid work for businesses of all sizes. Support for 5000 concurrent agents for RTMS. With this enhancement, you can change the site that is assigned to an agent. External administrators with read-only privileges can only view the flows in Flow Designer. Desktop Layout: Create a Webex Contact Center Desktop layout to simplify and track the moving parts of a Contact Center administrator profile, Options. Reorder tabs in the Auxiliary Information pane: Agents can drag and drop tabs in the Auxiliary Information pane to change the tab order. Webex Contact Center supports the Microsoft Windows 11 operating system for Control Hub, Management Portal, Flow Designer, Desktop, and Analyzer. The Webex Customer Experience for Developers Portal enables third-party developers to access Webex Contact Center, and areas be invoked under the CX application using the client-side API. Configuration limits for Webex Contact Center are now documented and published. With this enhancement, ServiceNow connector for Webex Contact Center is fully compliant with the OpenFrame API. keep a lightweight configuration footprint, and improve application performance. voice call. The user experience on Control Hub for creating and editing Chat and Virtual Agent templates is enhanced to support certain You can assign the last agent who interacted with the contact downgrade of APIs and a lot more. Configure and Publish the flow 6. For more information, see the article Migrate from Cisco Customer Journey Platform (R10) and Cisco CC-One (R9) Releases to Cisco Webex Contact Center. a callback, leave a voice message, or continue to wait in the queue. Contacts as usual from the Address Book on the Agent Desktop. With this enhancement Webex Contact Center will support the Partner to Partner (P2P) transfer feature, which will be made added to an agent profile by the administrator. New digital channelsChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in Webex Contact months and can display data for a consecutive twelve-month period. agents and supervisors from using licenses indefinitely and blocking contact center resources. Support Multiple Languages for Post-call Surveys. The service specific administrator role enables restricted administrative These agents are likely to experience longer This feature will be available for premium agents on Webex Contact Centers with regional media support on the next-generation This provides a better viewing experience. Consult Conference: Allows an agent to add an already consulting agent/dial number to the call with the customer, so that all three participants The Flow Control user experience is enhanced to support the following: The Flow Control now ensures that the users always enter a unique flow name. and call priority, rather than setting these parameter values statically. the new platform and transition agents using a phased approach that best suits their business requirements. This enables The APS reports page persists the previously selected tab even if the agent switches to any other page and then returns to All digital channels are part of the Premium Seat License. Social Messaging is trending as a major way to connect with businesses, to perform all types of one-on-one customer service Italian, Japanese, Korean, Norwegian Bokml, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Hear success stories directly from Webex Contact Center customers. additional remote countries to ingress into their local Virtual Point of Presence (VPOP). and agreement. based on organization preferences and brand alignment. Support for curved connector lines in Flow Designer. email ID. you will need to mark it inactive. Cisco recommends updating agent sites within a planned maintenance window and agents to create a new An agent can make an outdial call from the Agent Desktop and can then transfer the call to another queue in the contact center Business Hours enables administrators to configure working and nonworking hours for your organization specific to your timezone. review and agreement. The limit of maximum contacts per Address Book is increased from the current value of 150 to 6,000. subject matter experts, without leaving the Agent Desktop. see Callback. These flows control The order of the tabs is retained even after an agent navigates away from the Auxiliary Information pane, reloads the browser, This enhancement is only applicable to tenants provisioned with the Real Time Media Service (RTMS) platform for voice. Flow developers can now configure optional input parameters in the Virtual Agent activity. numbers at the time when Max Concurrent Toll-Free Calls was observed. private browsing mode. Community. cards, the agent servicing the customer can now transfer the call to the credit card workflow. Customers can specify the Region ID when they configure the Virtual Agents via Control Hub, so that the data about this feature, see Set up automatic license assignments in Control Hub. Contacts that are sent to SBR queues are parked until a matching agent is available. For example, if a Webex Contact Center tenant is located in the US region, US calls are hosted in the US, European calls in Agent Desktop Enhancement: Connecting popover for a contact request. We are sharing details about our planned feature releases that are coming out soon. With this enhancement, user profiles will control access to contact center features such as agent profiles, skills, skill call request popover and Interaction Control pane. The Team Performance Widget will display agents for which the supervisors force changed the state. Various campaign reports are available in the Campaign Manager modules. Connected PSTN (CCP) or the Local Gateway (LGW) setup. flow. These tenant settings can be configured by contact center administrators and This enhancement is not applicable for the Threshold Alerts section. For more information on Webex Contact Center data centers, see the article Data Locality in Cisco Webex Contact Center. the global variables as agent-viewable and agent-editable in order to make them available to agents via the Agent Desktop. This helps customers remove unwanted configurations, The input parameters pass extra . An all new visual scripting tool is introduced in Webex Contact Center, which allows partners and customers to create customized During the onboarding process, customers selection. It is asynchronous and personal; Social Messaging apps are already familiar to customers as a Skills Based Routing is a feature that matches the needs of callers with agents who have the skills to best meet those needs. Administrators and Supervisors can download recordings of calls that were handled by Agents. the Business Rules Engine (BRE) solution with Webex Contact Center can leverage BRE data through Flow Control for their organization. This feature is in Limited Availability (LA) US-only. For more information, see the article Bulk Operations in Webex Contact Center. New requests are not delivered to an agent who is in the RONA in specific teams, without the overhead of having to look for the information in tabular reports. For more information, see the Sign In to the Agent Desktop section in the Cisco Webex Contact Center Agent Desktop User Guide. The first release supports flows that handle voice contacts. The queue-to-agent activity within the flow enables agent-based routing. who use the Webex Calling Integrated platform from those customers who will be using the upcoming voice platform enhancements. The Contact Get Task: Retrieves open and closed call control tasks of an agent. Configure the Entry Point Routing Strategy Part 2: Adding Menu and Queue treatment to the call 1. a new case. For more information, see Support for workflows in Outdial Entry Point. Support for Webex Contact Center PSTN for customers upgrading from Webex Contact Center 1.0. The onboarding experience remains the same for customers. Administrators can now configure tenant level Redirection on No Answer (RONA) timeout for each channel. Solution Overview Seamless digital to human interactions Enable a wide variety of digital channels for intelligent and fully connected customer journeys. The ask from the businesses is to flow. These default illustrations are removed, and agents now see a landing page without illustrations. For more information, see the Virtual AgentVoice (VAV) in Webex Contact Center article. With this enhancement, new features that are released for the desktop layout are automatically available to users who use These messages use the language setting that is Administrators can measure the effectiveness of campaigns will be available for the customers who onboard their organizations on the Real Time Media Service (RTMS) voice platform. and email attachments, and content security policy. These calls are routed to the agents. Simplify administrators experience in Webex Contact Center. in the Analyzer for custom reporting. for supported RTMS regions such as USA and Sydney with additional regions coming online in late 2022. Accessibility Compliance: The Agent Desktop provides screen reader support for read-only User Profile elements. For more information, see Popover and Answer a Call. on the Agent Desktop. not, when an agent accepts the new task. For more information, see the Agent Performance Statistics Reports section in the Cisco Webex Contact Center Agent Desktop User Guide. Accept Task: Enables the agent to accept either an inbound or an outbound request. Outdial Calls and Outbound Campaign Calls: Agents can make outdial calls to contacts in other geographical regions by using phone numbers in the E.164 format, in addition the recording beyond the allowed time lapse, the Privacy Shield feature auto-resumes the recording. identify insights and take real-time actions to provide an excellent customer experience. This feature enables integrating Webex Contact Center with On-premises Call Manager via the Webex Calling Local Gateways (LGW) Parse and Set Variable. the contact center include Chat, Email, SMS, and Social Channels. Customers Webex App (Webex) Integration in Agent Desktop. for outdial calls, transfer requests, and consult requests. Administrators or flow developers see the article Get Started with Cisco Webex Contact Center. Tenant settings such as Enable Force Default DN (Dial Number), Enable End Call, Enable End Consult, Auto Wrapup Interval, Blind Transfer: This activity provides the capability to transfer a voice contact to an external Dial Number through the IVR without agent voice call recording based on the callers consent before an agent starts a conversation with the caller. Phase one of the global RTMS rollout includes support for Voice POP-based PSTN connectivity Dynamic status in the taskbar (Softphone widget): The widget taskbar in salesforce displays the dynamic status of the agent state and call transition states for Webex Contact End Task: Ends an ongoing inbound or outbound request. A customer doesn't answer an incoming call. Initiate Outdial Call from Agent Interaction History: An agent can initiate an outdial call by clicking a phone number in the Agent Interaction History pane. Agents can make outdial calls when they are in the Available state. For more information, see the article Set Up Voice Channel for Webex Contact Center. An administrator can configure tabs in custom pages and custom widgets as persistent by using the Desktop Layout. Webex Contact Center integrates WhatsApp as a channel for improved customer interaction. The upgrade allows customers to use vPOP based voice option for Real Time Media Service (RTMS). There are several proprietary -omics solutions available to researchers within the Center for Cancer Research (CCR). The flow developer must enter the Display Name of the question in the survey questionnaire in Webex Experience Management as the Key parameter of the corresponding variable in the Feedback activity in the Flow Designer. dial all the numbers on their call lists. False: Shifts the focus to the newly accepted task. profiles, work types, aux codes, address books, outdial ANI, global variables, desktop layout, and multimedia profiles. Further, the flow developer must configure corresponding Exclusive: Only one contact can be assigned to the agent across all media channels, at a point in time. Customers onboarding to the new Webex Contact Center in the Australia and United States data centers can configure the following Enable Virtual Agent for Voice to Handle No User Input. Additional tabs in the Auxiliary Information pane. Define Column Summary for Top-level Row Segment Group in Analyzer Reports. leads to a negative CSAT score. while interacting with the Virtual Agent Voice CX bot. improve the efficiency of agents by allowing them to make more outbound connections every day. Support for external read-only administrators is available with this release. For more information, see Customize Report Summary in the Cisco Webex Contact Center Analyzer User Guide. To select a custom language for a post-call survey, the flow developer can use the Global_language variable or select the Override Language Settings toggle button in the Language Settings section of the Feedback activity in Flow Designer. experience for tabular reports. After the threshold is reached, any new calls are rejected until existing calls disconnect, The Sub-layout feature provides finer control over the widget placement and resize behavior. are available in Flow Designer: Text-to-Speech: This functionality converts arbitrary strings, words, sentences, and variables into natural-sounding, synthetic human speech The QueueToAgent activity routes the contacts to the preferred agent directly. Associated Data (CAD) variables related to the first flow are carried forward to the new workflow. the business logic. You can subscribe to an RSS feed to get the latest information about API releases, updates and changes made to API contracts, Center in the APJC region via imimobile integration. For more information, see the following sections: Desktop Viewable Variables in the Cisco Webex Contact Center Setup and Administration Guide. For more information, The following features are available as part of the new release: Automated Integration Process: Through integrations, developers can request permission to invoke Customer Experience (CX) APIs. The new property allows the administrator to customize the blank task page illustration IVR and CVA Dialog Flow Report in Analyzer. For more information about configuring the dial number of an agent, see Edit a User The value is termed as Maximum Concurrent Voice Contact Threshold and can be accessed on the Settings tab of the Management Portal. activity enables routing of contacts to preferred agents. The Webex Contact Center 1.0 to Webex Contact Center upgrade allows you to use the RTMS voice platform on Webex Contact Center. skills, such as language fluency or product expertise. When an agent initiates a campaign call, a new contact is on the horizontal header of the Agent Desktopthe (1) (Webex), (2) (Outdial), and (3) (Notification Center) icons. For more information, email us at info@workflowconcepts.com or call 207-558-8600. You'll receive 2 Cisco PSTN numbers, 1 administrator, 2 agents, teams, queues, and more. If an agent is inactive on the Agent Desktop for a specified duration, the agent is notified with the Prolonged Inactivity dialog box. including an updated user interface and Activity nodes with new functionality. Two new real-time stock reports are introduced in the AnalyzerContacts in Queue and Agents Available. What's new in Cisco Webex Contact Center 1.0, What's new in Cisco Customer Journey Platform (R10), Support for workflows in Outdial Entry Point, Integrate Webex Contact Center with Microsoft Dynamics 365, Set up automatic license assignments in Control Hub, Set up Voice Channel for Webex Contact Center, Integrate Webex Contact Center with ServiceNow, Virtual AgentVoice (VAV) in Webex Contact Center, Upgrade from Webex Calling Integrated Platform to Real Time Media Service (RTMS), Upgrade from Webex Contact Center 1.0 to Webex Contact Center, Integrate Webex Contact Center with Salesforce, Data Locality in Cisco Webex Contact Center, Cisco Webex Contact Center Setup and Administration Guide, Cisco Webex Contact Center Agent Desktop User Guide, Set Up Voice Channel for Webex Contact Center, Desktop Settings for Webex Contact Center, Upgrade from Cisco Webex Contact Center 1.0 to Cisco Webex Contact Center, Get Started with Cisco Webex Contact Center, Migrate from Cisco Customer Journey Platform (R10) and Cisco CC-One (R9) Releases to Cisco Webex Contact Center. The Agent Interaction History pane displays details of the previous communications that the agent had in the last 24 hours, Chat. Webex Contact Center now offers a set of Agent Desktop APIs that enables partners and customers to set up their own Agent Resume Task: Resumes a task that has been placed on hold. In addition, set the comp-unique-id property to a unique value detected by the Virtual Agent can be used either to service the request directly, or to route the contact appropriately. This is in compliance with the Web The system cannot deliver any The Maximum Concurrent Digital Contact Threshold indicates this value. To enable these messages in a survey, the administrator must The Analyzer supports localization in two more languagesEnglish (UK) and Portuguese (Portugal), in addition to the 27 languages Additionally, customers who update to Flex 3 from the Flex or CJP legacy offers also get access to basic digital channels This property determines whether to shift the focus to a newly accepted task or effectively drive the IVR flow and utilize AI service. The concurrent calls in the contact center include inbound calls customer activity record (CAR). The only supported special character is +. Webex Contact Center supports additional data (for example, Customer Name: John, Country: US) in the form of optional variables. The customer can be informed of the estimated wait time (EWT) and Position in Queue (PiQ) channels. via the OEM Integration with Acqueon report in the Analyzer. of the Webex Contact Center. messages, short code SMS, long code SMS, toll-free SMS, and bot usage. For more information about the supported languages and how to configure a custom language, see Language Settings in the Cisco Webex Contact Center Setup and Administration Guide. Customers using Voice POP Bridge telephony on the Webex Calling Integrated voice platform can upgrade to the new RTMS voice For more information, see Create Custom Variables in Flow Designer. If publishing succeeds, the user is redirected to a confirmation screen, and will no longer be in the Flow Control UI. Any value set as NOT_RESPONSIVE previously does not require modification, because the functionality remains the same. The user can click the Retry Publish button to try again. The lab will also contain multiple deep dive and advanced exercises using Flow Designer to help you design diverse types of Customer Experience flows. Nodes. Charges are extra for SMS (Short Message Service) - short code, etc. by specifying the following parameter values in the Advanced Settings of the Virtual Agent activity: No-Input Timeout: The duration (in seconds) for which the Virtual Agent waits for user input. logs back in to Webex Contact Center using the same browser. x 32 pixels (width x height). This issue will be resolved by background This is applicable to the following columns: The reports displayed the data in the decimal format previously. associated with another workflow. Webex Contact Center is introducing WebRTC (Web Real-Time Communication) support for the Agent Desktop. need not be managed by the Cisco Operations team. Administrators can set a Default Outdial ANI (Automatic Number Identification) for the contact center organization. custom information from the Webex Contact Center flow to the Google Dialogflow bot to implement advanced conversational experiences. External Administrator Support in Flow Designer. User Profile: User Profile is an extension of user data that stores information such as user subscriptions, orders, rewards, preferences (for PCS IVR). Consult Transfer: An agent can initiate a consult task with another agent and transfer the call when required. Integration of Webex Contact Center with the Salesforce CRM connector introduces the following new features: Advanced screen-pop and auto-population of Customer Records: This feature allows dynamic matching of the customer records based on Caller Attributed Data (CAD) passed from the Flow Designer
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