agent-viewable and agent-editable, this feature enables agents to view and update values for these variables in the Agent For new features and enhancements in the Webex Contact Center Enterprise Administration Portal, see the Release Notes in the Webex CCE Administration Portal Help Center. Supervisors can manage operations, meet contact center performance and SLAs, and provide help and support to agents. who wishes to deploy new flows will need to add logic to the old shared flows to limit their execution to the old assets only. Filtering search functionality is available in the The Skills-based Contact Selection method thus reduces the wait time of parked contacts and improves the productivity of agents. Reorder tabs in the Auxiliary Information pane: Agents can drag and drop tabs in the Auxiliary Information pane to change the tab order. The new Webex Contact Center Platform is now available in the UK data center. and Turkish. campaigns. the reports in the dashboard will appear as filters at the upper-right corner of the dashboard. Handle Time, and more. about this feature, see Set up automatic license assignments in Control Hub. partner to a new partner. For more information, see Map an Entry Point. Consolidation of Consoles into the Administration Console. We are sharing details about our planned feature releases that are coming out soon. For more information, see Set up WhatsApp Channel in the Cisco Webex Contact Center Setup and Administration Guide. Global variables are defined in the Management Portal. customers during IVR post-call surveys. Webex CCE is now a Cloud Security Alliance (CSA) STAR Level 1 Certified solution. Auto Answer enables a supported Webex Calling-based agent device (Webex Calling app or MPP phone) to automatically answer Options can be provided to the customer such as to opt out of the queue and receive To receive and make calls, agents require the external, For more information, see the article Microsoft Teams and Webex Contact Center Telephony Integration. Accessibility Compliance: The Agent Desktop provides screen reader support for read-only User Profile elements. (Agent Settings) in the Cisco Webex Contact Center Setup and Administration Guide. If the country of operation that is selected maps to the Canada data center, then the partner must not have any existing customer If a customer enters an invalid input or does not enter any input to a survey question within the specified timeout period, Center in the APJC region via imimobile integration. (SBC) along with Webex Calling, to integrate with Webex Contact Center. Further, extension. when that line would be ready to accommodate the next call. is stored in a separate record and aggregated at each queue level to provide various metrics. This feature A connecting popover is used to inform an agent that a new contact request is in the process of being assigned. Dynamic Variables for Queue, Skills, and Call Priority. Voice Channel: The value Webex Calling Integrated displayed in this field confirms that the tenant is using Webex Calling integration for telephony. The following new features are supported: Skills-Based Routing: Administrators can assign skill requirements as well as skill relaxation criteria to contacts in the QueueTask node in the response data along with the customer responses. After the threshold is reached, any new calls are rejected until existing calls disconnect, With this feature, flow designers will now be able to: Configure the callback retries, if the first callback attempt is unsuccessful. False: Disables responsiveness of the widget. The order of the tabs is retained even after an agent navigates away from the Auxiliary Information pane, reloads the browser, The following features are newly supported: Skills-Based Routing: Administrators can assign skill requirements as well as skill relaxation criteria to contacts in the QueueTask node in the can query and download call recordings that were created in their legacy platform. For a list of resolved bugs, see Resolved issues for Webex Contact Center. you will need to mark it inactive. 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. For more using the Text-to-Speech functionality. Autosave Toggle for Flows: Flow developers can enable or disable autosave of a flow using the Autosave toggle button.When you enable this feature, Flow Designer automatically saves the changes made to the flow every three seconds. Assigning a premium agent license to an administrator is now optional. Modern businesses have a proactive outreach to convey information, provide customer support, and reduce customer churn. 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. Interactive Voice Response Post Call surveys (PCS IVR). Support for Flex 3.0 offer based subscriptions. For more information, see Integrate Webex Contact Center with Salesforce. There is no change to the features provided by the templates. at the global level or team level via the Desktop Layout. Callback activity must be used only after Queue Contact or Queue To Agent for registering callbacks. For example, call connectivity issues. It opens the flow in edit mode that were previously supported. Only those customers who have worked with the Cisco Solution Assurance team to plan their onboarding can avail the new digital Customers onboarding to the new Webex Contact Center in the Australia and United States data centers can configure the following The drop-down list enables the administrator to choose a dial number as the Default Outdial ANI for outdial calls This feature provides an enhanced data viewing This feature will be an enhancement to Progressive (1:1) dialer and will enable administrators to define the pacing mode for Additionally, administrators can set the variables as reportable to include them in Analyzer reports. use the indicated device as the only source for call interaction. associated with another workflow. go from Data to Insights to Action. downgrade of APIs and a lot more. The value of Maximum Concurrent Voice Contact Threshold is set to 30% higher than the Concurrent Voice Contact Entitlements: The value of Concurrent Voice Contact Entitlements is based on the following formula: For zero commitment subscription, the value of Concurrent Voice Contact Entitlements is: Customers can raise a support request to decrease or increase the Maximum Concurrent Voice Contact Threshold. Do you want your callers to submit callback requests from any external source such as website, chat, or mobile app? For more information, see Monitor Calls and Create or Edit a Monitoring Schedule in the Cisco Webex Contact Center Setup and Administration Guide. responsive: A new property named responsive is added to the JSON file. for the current task. Contacts as usual from the Address Book on the Agent Desktop. After the agent accepts a request, the connected timer displays the time that has elapsed the Stay Signed In button before the timer runs out, the Agent Desktop signs you out. The Agent Desktop displays the new callback icon. An administrator with this role can manage contact center licenses and administer the contact center skills, such as language fluency or product expertise. Queue when the maximum value was observed. With this enhancement, the Queue option in the Transfer Request dialog box lists only queues; the Dial Number option in the Consult Request dialog box lists all the entry points and address book numbers. A new service specific administrator role is introduced for Webex Contact Center. tab behavior. Localization: The Agent Desktop user interface supports localization in 27 languages. Regional Media support through Real Time Media Service (RTMS) voice platform. When a contact arrives, the Manager, or Cisco support. This section enables administrators and support engineers to quickly identify the platform-level configurations Multiple instances of Multi-Tab gadget containing For more information, see Auxiliary Information Pane in the Cisco Webex Contact Center Agent Desktop User Guide. External administrators with read-only privileges can only view the flows in Flow Designer. the routing strategy provides an option to connect a Dialogflow virtual agent to drive the IVR. Upgrade tenants using vPOP bridge on Webex Calling Integrated voice platform to Real Time Media Service (RTMS). For more information, see Teams. The integration supports Google Dialogflow. For more information, see Multiregion Support in the Cisco Webex Contact Center Voice Onboarding Guide. Resume Call Recording: Resumes call recording once the agent is ready to record again. With this capability, Webex Contact Center agents can use the connected Private Branch Exchange (PBX) The Global Properties pane appears by default on the Flow Control canvas when a new flow is created or an existing flow is opened. Webex Contact Center supports the following agent devices for Webex Calling endpoint devices (clients): Webex Client that is integrated with Webex Calling (PC Audio), Call Manager Integration with Webex Contact Center. can be in a conference. Call Prioritization enables flow designers to assign priority to inbound calls in a queue. For more information, see the Sign In to the Agent Desktop section in the Cisco Webex Contact Center Agent Desktop User Guide. With this enhancement, customers who purchase the Webex Contact Center PSTN as part of their contact center subscription can centers, the partner must onboard the tenant to the Default Platform only. it is then used as the current routing strategy for the entry point, overriding any standard routing strategy associated with This feature defines the maximum number of calls that can be active on the customer tenant. for call centers. Agent Answers services arent supported in the following call scenarios: Outbound campaign calls and agent-initiated outbound calls. Administrators can define global variables using the Provisioning module in the Management Portal. Calls routed to agents on non-CUCM Peripheral Gateways such as the TDM PG and System PG. licenses to users in Control Hub. For more information, see headerActions in the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide. Agents can sign in to Agent Desktop based on their geographic location. and email attachments, and content security policy. to retain the number of concurrent calls below the threshold. state. BROOKLYN, N.Y. - Earlier today, in federal court in Central Islip, Frank Parasmo, a former medical doctor, was sentenced by United States District Judge Joan M. Azrack to 36 months in prison for his conviction on 32 counts of unlawfully distributing oxycodone, a highly . Partners must note the following restrictions when provisioning the tenant to their own organization using Control Hub: If the country of operation that is selected maps to the United States, United Kingdom, Germany, Australia, or Japan data Non-responsive widgets cannot ensure the best user experience and are not displayed in the smaller The simplified This group of features is available The agent can also Supports both Microsoft PSTN and third-party direct routing providers. For example, the Webex Contact Center tenant is defined as a home region in the United States. There is For 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 for vision-impaired users. Integration Framework (CIF) 2.0 standard. But it was not possible for the agent to transfer the call to a different entry point When the Agent PG maintenance mode is initiated, Finesse desktop users do not and initiates a call to the requestor on an outbound entry point that is used exclusively for callbacks. New Digital Channels in Webex Contact Center. against the new platform features can continue with the onboarding process. Further, the flow developer must configure corresponding Setting up VPOPs in these countries is predicated by deals in the region, with a 60 day stand-up time for the VPOP. SDK (Software Development Kit) package. Agent Desktop enhancement Sign in with country code. This release does not support routing calls to Webex Calling based on-net endpoints. Customers can configure the Dialogflow service account details in the Control Hub. 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 A user can add OEM (Original Equipment Manufacturer) integration for Calabrio is currently being validated for the new platform and will that are applicable to the customer organization. For more information, see Integrate Webex Contact Center with Microsoft Dynamics 365. Nonworking hours include holidays and emergency off hours during which contact center service will be unavailable. Incoming call requests are the flow control can assign new skills, play IVR music, and check business hours to place the consult call in the right queue. This helps to retain unsaved data that is being entered A badge in the Task List pane indicates the number of unread chat and social messages in a conversation. a tenant level setting. To enable this feature, the desktop layout JSON file must include the following new properties: Drag and drop tabs: Administrators must set the draggable property value to true. For more information, see the Services Setup Wizard and Data Locality in Webex Contact Center articles. with contacts of other media channel types (email and social). Contact activity to assign a priority to a call. usually not included as a part of release notes. Send 1:1 message to agents (Powered by Webex): Supervisors can select an agent in the Team Performance Widget and quickly guide that agent through a 1:1 message. With this enhancement, user profiles will control access to contact center features such as agent profiles, skills, skill Flow designer brings in a mechanism to configure error handling paths to optimize the flow. NASA's Space Launch System is going to need a bigger mobile launcher for Artemis IV and beyond, and while years behind schedule, some of the largest steel pieces arrived to Kennedy Space Center . messages, short code SMS, long code SMS, toll-free SMS, and bot usage. Webex Contact Center customers can now use voice and chat virtual agents along with the Cisco-provided Google Cloud Platform Team Performance Widget: Supervisors can obtain a 360 view of real-time agent information across teams and perform specific supervisory actions in the Queue Contact activity to configure the queue, skills, contact priority, and agent availability checks dynamically. Webex Contact Center: Peer-reviewed and approved. The OEM customers can use Cisco services For more information, see Virtual Agent in the Cisco Webex Contact Center Setup and Administration Guide. Sign Up, It's Free Sign Up, It's Free Products webex suite Meetings Video conferencing and screen sharing Calling Cloud calling and phone system Messaging 2023 Cisco and/or its affiliates. Center Available and Idle states including idle codes, and call state transitions, such as Incoming Call, Connected and Disconnected states. The Webex Contact Center Supervisor Desktop provides a holistic supervisor experience within a centralized interface. If the flow encounters The default date format for the Interval field in the Analyzer reports is mm/dd/yyyy. Details of post-call surveys, such as opt-in statistics, survey response rate, and survey completion rate, can be captured Webex CCE is now compliant with the Kari's law and Ray Baum's Act of January 6, 2022 for providing 911 dialing support for activated when an agent engages with a customer through a call, chat, or email. The popover variables provide brief information on an incoming call, and the information helps agents to learn more about New digital channels released with full General Availability. When you update the skill profile of agents or add skills to an agent profile, this is updated in realtime without the need This feature is available for both Voice and Email/SMS survey channels. Support JSON object as a variable type in flow control. to the customers dialed number, or a number of the customers choice. Identify Agents for Consult or Transfer Call: In the Transfer Request and Consult Request dialog boxes, the Dial Number drop-down list displays the enterprise address book. The Users page in the Provisioning module in the Management Portal provides a Hide Inactive Users check box to filter out inactive users. Task List Pane Options: The Task List pane in the Agent Desktop provides the following options: Accept All Tasks: The agent can click the Accept All Tasks button to accept multiple digital channel requests (chat, email, and social messaging conversations) at the same time. The values can be for DTMF input from customers. uses Standard Tables for storing activity records replacing the custom tables, resulting in reduced licensing costs. in a folder. Customers Learn more about how Cisco is using Inclusive Language. project. For more details on the steps required for onboarding, Seamless Customer Upgrade Path from Cisco Customer Journey Platform (R10) or CC-One (R9) to Webex Contact Center. an unmodified desktop layout. For more information, see Localization in the Cisco Webex Contact Center Agent Desktop User Guide. the customer experience. Keeping agents productive requires efficient processes and intuitive desktop tools. When making an outdial call to a customer, if an agent does not select an outdial ANI from the Select Outdial ANI drop-down list, the Default Outdial ANI is used. The Salesforce CRM connector will now support the playback of call recordings inside the Webex Contact Center embedded desktop called Flow Canvas, which helps to build communication flows using Nodes. CAD (Call Associated Data) Variables: An agent can view or edit CAD variables based on the configurations that are set in the call flow by the administrator. team only when there are no active contact requests or conversations. This feature also introduces user profile Reorganization of Configurations and Settings. Screen pops help the agent to get more information about the dial all the numbers on their call lists. Note: The new digital channels are released in controlled GA (General Availability). Welcome to what's new in Webex! Multiple agents can edit and save CAD (Call-Associated Data) variables with real-time updates. The following languages are supported: Bulgarian, Catalan, Chinese (China), Chinese (Taiwan), Croatian, Czech, Danish, Dutch, English, Finnish, French, German, Hungarian, Product: Webex Site Administration, Webex Training, Webex Events (Classic), Webex Meetings, Webex Support Platform: iOS, Android, Web Browser, Mac, Windows Desktop Release: 43, 42 For: Customer, Partner, Administrator, User May 26, 2023 | 1039575 view (s) | 319507 people thought this was helpful What's new for the latest channel of Webex Meetings To support can configure the input language and voice name for the Virtual Agent via the Virtual Agent activity in the Flow Designer. as the preferred agent whenever that contact calls. across all queues is assigned to the agent. Analyzer connects to the Cloud Data Platform to provide historical and real-time reports. Task Webhooks: Developers can receive real-time notifications on task events via task webhooks. Developer support in the Webex Contact Center for Developers portal. on the Cisco Finesse desktop. > Support. Webex Contact Center customers can configure their voice and chat Virtual Agents by specifying the Google Dialogflow region. For more information, visit the Webex Contact Center for Developers portal. All digital channels are part of the Premium Seat License. will be available for the customers who onboard their organizations on the Real Time Media Service (RTMS) voice platform. When an agent changes team successfully, the desktop Webex Contact Center introduces a new feature called consent-based recording. latencies as the round trip of voice telephony can be a factor in the origination-to-termination matrix. Webex Contact Center now supports these new Flow Control activities: Advanced Queue Information: This activity displays the real-time count of agents in the Available state and the count of logged in agents for a specific set of skill requirements. Agents can then initiate campaign calls from the Agent Desktop. The Analyzer UI will offer filtering capabilities when executing a custom dashboard in the run mode. The availability states are Available, and the idle states configured by the administrator. Webex Contact Center is integrated with the Acqueon LCM (Link and Campaign Manager) application to enable outbound preview available for access in the shared flows. New Replies: The agent can click the New Replies button to scroll to view unread digital channel messages (chat or social messaging conversations). All digital channels are part of the Premium Seat License. without requiring VPN connectivity to the Finesse server. The flow developer can now select flow variables Charges are extra for the following services: automated interaction If the required device is not listed, the user can refresh the list of devices (if the required device is not listed) The Maximum Concurrent Digital Contact Threshold indicates this value. For idle codes such as lunch or meeting, flow designers will be able to direct the call to a queue or another agent. data center. To enable FIFO based contact selection, customers must the Cisco Solution Assurance team to plan their onboarding can avail the new digital channels. Removed the background illustrations on the landing page: The landing page so far displayed some default illustrations as a background when an agent signed in to the Agent Desktop. The customer can retain the position in queue and receive a callback For more information, see the article Upgrade from Cisco Webex Contact Center 1.0 to Cisco Webex Contact Center. can still continue to use the Routing Strategy feature to connect to an entry point in a flow until it is decommissioned. all fixed interconnected and nonfixed interconnected devices in the U.S. region. Tenant settings such as Enable Force Default DN (Dial Number), Enable End Call, Enable End Consult, Auto Wrapup Interval, For more information, see Threshold Alerts in the Cisco Webex Contact Center Analyzer User Guide. Cisco recommends updating agent sites within a planned maintenance window and agents to create a new PSTN, Service Provider PSTN, Bring Your Own PSTN (BYO PSTN), Bring Your Own PSTN with Local Gateway (Webex Calling), and Cloud Agent Desktop enhancementError messages when outdial calls fail. noise removal technology which is based on advanced deep learning, speech science, and audio processing methods. in the Analyzer for custom reporting. output variables respectively: AgentIdleCode: Meeting, Lunch, Coffee, Break and so on. Consider the following before using the Agent Answers services: Agent Answers services are supported on calls that originate from CVP routing clients. outbound calls provide human interface to businesses leading to better customer experience. With this enhancement, the following features are supported: Workflows as part of the call control functionality for outdial entry points. False: Shifts the focus to the newly accepted task. Administrators can configure survey questionnaires to play Welcome and Thank You messages at the beginning and end of IVR post-call surveys. Flow developers can use these variables within This feature helps to automate the onboarding of new customers and allows existing customers to easily make large Flow Designer supports a single IVR flow to handle interactions in multiple languages based on the customer's choice of language. You can subscribe to an RSS feed to get the latest information about API releases, updates and changes made to API contracts, A new Service Details section is introduced in the Contact Center Settings tab in Control Hub. can select the country of operation that maps to the Japan data center to provision the tenant in the Japan data center. Prospects and customers expect businesses to provide fast, timely, and valuable customer Built for business. Webex Contact Center will introduce the removal of background noise for their agents. As part These scenarios are covered as part of this feature: Outbound campaigns are a perfect medium to build brand awareness, convert a target audience to loyal customers, and proactively Flow designers can use the Queue selection. see the article Get Started with Cisco Webex Contact Center. Webex Contact Center is integrated with Webex Experience Management, the platform for Customer Experience Management (CEM). Customers means to communicate with friends and family. provides REST (Representational State Transfer), gRPC (gRPC Remote Procedure Call), GraphQL APIs (Application Programming The Contact Center service setup aligns with the new user experience. identify insights and take real-time actions to provide an excellent customer experience. To enable these messages in a survey, the administrator must media allows customer and agent media (audio and SIP signaling) to remain local to a geographic region regardless of where The Station Login dialog supports the browser Autocomplete feature. For more information, Content Accessibility Guidelines (WCAG) 2.0. Sign in to view the specific page content. Future enhancements to Users will now be able to The global variable Global_FeedbackSurveyOptin must be used in the flow and set to true to trigger the post-call survey. To learn about what's new for full-featured meetings, see What's new for the latest channel of Webex Meetings. Settings that are specific to particular apps or features of the application can be configured within the same space. a callback, leave a voice message, or continue to wait in the queue. or to another flow. Regional VPOP Ingress in Remote Countries. activity enables routing of contacts to preferred agents. When an agent is available, the matching existing administrator and supervisor profiles will continue to have access to these features. For more information, see the article Desktop Settings for Cisco Webex Contact Center. However, the changed column Autocomplete saves the agent's time by automatically filling in the previously Act: Use the data/insights within CJDS to dynamically change the flow within Webex Contact Center Flow Control and personalize The first set of features and capabilities include the following: Role-based Sign in: Supervisors can choose to sign into the Desktop as a dedicated supervisor or in a dual role as a supervisor and agent. These reports are displayed as cards in the Contact Center Overview - Real-time Dashboard in the Analyzer, and also in the edit this number before initiating the outdial call. Agent Desktop enhancementAdd illustration to the task page. audio quality, and provides unique regionalized configurations for multinational deployments. Retain flow variables on Transfer to Entry Point: Flow variables that are agent viewable, and Global variables will be retained during a Flow Transfer or an Agent Transfer & # x27 ; s new in Webex mobile app meeting, flow designers will be able to the... Activity to assign priority to inbound calls in a separate record and aggregated at each level. Book on the Agent Desktop section in the Analyzer UI will offer filtering capabilities when a! Section in the UK data Center new digital channels are part of Cisco. Within a centralized interface Profile Reorganization of Configurations and Settings mobile app and social ) the upper-right corner of customers! False: Shifts the focus to the Japan data Center to have access to these features to the. Notifications on task events via task Webhooks: Developers can receive real-time notifications on task events via task Webhooks Developers... When executing a custom dashboard in the Cisco Webex Contact Center tenant is defined as a part the... Vpop bridge on Webex Calling Integrated voice platform a flow until it is decommissioned provide an excellent customer.. Requires efficient processes and intuitive Desktop tools profiles will continue to use the indicated device as TDM. Storing activity records replacing the custom Tables, resulting in reduced licensing costs to have access to these.. Read-Only privileges can only view the flows in flow Control the features provided by the.... Of the dashboard will appear as filters at the beginning and end IVR! Resumes call recording once the Agent Desktop User Guide displayed in this field confirms that tenant! Peripheral Gateways such as Incoming call, Connected and Disconnected states notifications on events. The same space Guidelines ( WCAG ) 2.0 intuitive Desktop tools from any external source such as,. Flow encounters the default date format for the Interval field in the Auxiliary information to... Assurance team to plan their onboarding can avail the new digital channels part.: Shifts the focus to the features provided by the administrator Peripheral Gateways such as the only source call... ( WCAG ) 2.0 to drive the IVR by the templates interconnected and nonfixed interconnected what's new in webex contact center. The UK data Center to provision the tenant in the Cisco Webex Contact articles! States are available, and call state transitions, such as Incoming call, Connected Disconnected. The TDM PG and System PG calls that originate from CVP routing clients Tables, resulting in reduced costs. The Real Time Media service ( RTMS ) voice platform if the flow encounters the default format... Slas, and valuable customer Built for business functionality for outdial entry.! ( PCS IVR ) efficient processes and intuitive Desktop tools call recording: Resumes call recording Resumes... Contact requests or conversations ( email and social ) to particular apps or features of the dashboard support agents! Services: Agent Answers services are supported on calls that originate from CVP routing clients long SMS. A connecting popover is used to inform an Agent is ready to record again profiles will continue to use indicated. Contact requests or conversations messages, short code SMS, toll-free SMS, SMS. For a list of resolved bugs, see Integrate Webex Contact Center their call lists Channel..., long code SMS, and provide help and support to agents to. Hours during which Contact Center Agent Desktop User Guide change the tab order can configure survey questionnaires to play and... Messages at the upper-right corner of the Premium Seat license dynamic variables for queue, Skills and. Following features are supported on calls that originate from CVP routing clients call. Regionalized Configurations for multinational deployments page in the Japan data Center to provision tenant... Receive real-time notifications on task events via task Webhooks: Developers can receive real-time notifications on task events via Webhooks... Voice message, or Cisco support voice onboarding Guide agents productive requires processes. Until it is decommissioned proactive outreach to convey information, see the article Settings. Call Prioritization enables flow designers will be available for the Interval field in the Cisco Webex Contact Center introduce... Connected and Disconnected states for multinational deployments the numbers on their call.... A variable type in flow Control edit a Monitoring Schedule in the Cisco Webex Contact Center with Microsoft Dynamics.... A what's new in webex contact center, leave a voice message, or Cisco support customers can configure their voice chat! Feature a connecting popover is used to inform an Agent that a new property named is. ) along with Webex experience Management ( CEM ) tenants using vPOP bridge on Webex Calling on-net... Lunch or meeting, flow designers to assign priority to inbound calls in a flow until it is.! Usual from the Address Book on the Real Time Media service ( )... Other Media Channel types ( email and social ) assign priority to inbound calls in a queue consider the call... Administrators can configure the Dialogflow service account details in the Auxiliary information pane to change the tab order the region... ; s new in Webex Contact Center Agent Desktop based on advanced deep,! Onboarding Guide following features are supported: Workflows as part of the Premium Seat license global variables using Provisioning! Control functionality for outdial entry points team to plan their onboarding can avail the new digital channels at each level... Inactive Users check box to filter out Inactive Users check box to filter out Inactive check... Campaign calls and agent-initiated outbound calls provide human interface to businesses leading to better customer experience voice can., Break and so on no change to the Agent is available the! Requests from any external source such as the only source for call interaction Settings that are out. Vpop bridge on Webex Calling integration for telephony identify insights and take real-time actions to an. Ready to record again call Prioritization enables flow designers will be able to direct the call Control functionality for entry! Disconnected states it is decommissioned to Agent Desktop regional Media support through Real Time Media (! And intuitive Desktop tools Peripheral Gateways such as Incoming call, Connected and states. Can only view the flows in flow Designer, toll-free SMS, and idle! The next call output variables respectively: AgentIdleCode: meeting, lunch, Coffee, Break and so.., chat, or a number of the customers dialed number, continue. A part of release notes ready to accommodate the next call outbound calls! Read-Only User Profile elements output variables respectively: AgentIdleCode: meeting, lunch, Coffee, and... Standard Tables for storing activity records replacing the custom Tables, resulting in reduced licensing costs the customers dialed,... Callers to submit callback requests from any external source such as language fluency or product expertise play! Help the what's new in webex contact center Desktop role can manage Contact Center a Monitoring Schedule in the Cisco Webex Center. Calls that originate from CVP routing clients receive real-time notifications on task events via task Webhooks on. ( CEM ) automatic license assignments in Control Hub headerActions in the Management Portal idle codes such as the PG... Noise removal technology which is based on their geographic location provide various metrics agents on non-CUCM Peripheral such. Standard Tables for storing activity records replacing the custom Tables, resulting reduced! Configurations and Settings newly accepted task previously supported for registering callbacks Virtual agents by specifying the Dialogflow... A home region in the what's new in webex contact center Hub reports in the Control Hub configured. Only source for call interaction or queue to Agent for registering callbacks:! Callers to submit callback requests from any external source such as language fluency or product expertise JSON file task via. Manage operations, meet Contact Center voice onboarding Guide the application can be within! Manage operations, meet Contact Center ) variables with real-time updates at each queue to. Profiles will continue to wait in the Cisco Webex Contact Center encounters the default date for! Within a centralized interface which is based on their call lists the data! Shifts the focus to the JSON file to an entry Point and nonfixed interconnected devices in the Cisco Contact... Or mobile app services Setup Wizard and data Locality in Webex Contact Center will introduce the of. Drive the IVR resume call recording once the Agent Answers services are supported: Workflows as part of the choice. Calls in a queue or another Agent Agent that a new Contact request is in the UK data.... See localization in 27 languages on calls that originate from CVP routing clients Create or edit Monitoring. Indicated device as the round trip of voice telephony can be for input! Or meeting, lunch, Coffee, Break and so on multiple agents can drag and tabs! The Users page in the Japan data Center, timely, and call state,! Their voice and chat Virtual agents by specifying the Google Dialogflow region Agent team... Social ) Desktop tools in this field confirms that the tenant in the Cisco Webex Contact Center and! Unique regionalized Configurations for multinational deployments privileges can only view the flows flow! And end of IVR post-call surveys avail the new digital channels are part of the Premium license... Integrated voice platform, such as lunch or meeting, lunch, Coffee, Break and so on with. Availability ) questionnaires to play welcome and Thank you messages at the global level or team via! Able to direct the call Control functionality for outdial entry points Locality in Webex efficient processes and intuitive tools. Out soon only after queue Contact or queue to Agent for registering callbacks Resumes call recording once Agent! To Agent for registering callbacks country of operation that maps to the data. Setup and Administration Guide Incoming call, Connected and Disconnected states to get more information, see Multiregion in! Enable FIFO based Contact selection, customers must the Cisco Webex Contact Center Microsoft. Are supported: Workflows as part of the call Control functionality for outdial entry points outdial entry points bot.!
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