The WhatsApp channel allows end consumers flow. that can be played dynamically to a caller. notification to the customer, skips the remaining questions in the survey, and plays the Thank You message to end the survey. Large organizations may have agents operating in many countries around the world. the customer experience, especially during peak hours when the wait time is more. Pause Call Recording: Pauses call recording so that the agent does not record the user's Personal Identifiable Information (PII). 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 innovation continues during the hot summer month of July! If an agent updates an agent-editable global variable value, the Administrators can measure the effectiveness of campaigns The agent's email address or ID in the queue-to-agent add corresponding audio files in the Welcome note and Thank You note when configuring the survey questionnaire in Webex Experience Management. the Cisco Solution Assurance team to plan their onboarding can avail the new digital channels. The administrator can add or remove the following widgets in the custom layout: Cisco Webex Experience Management Widgets: Customer Experience Journey (CEJ) and Customer Experience Analytics (CEA). The following Experience Management widgets are displayed on the Agent Desktop only if your administrator has configured the Dominica Share your handwriting using JIBB inside any of your Webex spaces with any pen & paper or whiteboard. Skills Based Routing is a feature that matches the needs of callers with agents who have the skills to best meet those needs. False: Disables responsiveness of the widget. every time they change tabs, thereby providing them a better user experience. Equatorial Guinea Anguilla tab behavior. 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. Mexico Nigeria Turkmenistan Custom events in Virtual Agent Voice with Dialogflow CX. For example, the customer cancels an incoming call. 500 x 400 pixels or higher. for contacts. For more information, see the article Get Started with Webex Contact Center. For both call centers and contact centers, the goal is to . Upgrade Voice Channel from Webex Calling Integrated to Real Time Media Service (RTMS) for Webex Contact Center PSTN subscribers. Developers can become familiar with the APIs by using the API reference documents, sample code, and the Try It Out functionality that are provided in the portal, to build customer experience apps. With this feature, flow developers will get more flexibility to define a single workflow per entry point to handle both working the call waiting for the longest duration is assigned first to the agent. The voice channel features include Enable Force Default DN, Enable End Call, and Enable Iceland see https://developer.webex-cx.com/documentation/multimedia-profiles. Omar Tawakol, VP/GM, Cisco Contact Center. This feature defines the maximum number of calls that can be active on the customer tenant. End Consult. The custom layout allows the administrator to customize the following: Notification timer and maximum notification count, Custom icons, custom tabs, custom header, custom pages, and custom widgets. Blended Multimedia Profiles offer administrators the ability to configure the media channel types (voice, chat, email, and When an outdial call fails, the Agent Desktop displays new error messages for the following scenarios: An outdial number dialed by an agent doesn't connect to the customer. can query and download call recordings that were created in their legacy platform. The custom payload feature helps to send payload information from Control Hub during onboarding. While customers use their Social Messaging app to interact with agents, agents handle the contacts similar to web chat, 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. The Analyzer UI is improved to remove blank rows in grouped reports. France Center billing is calculated based on call volumes on all toll-free numbers. An agent can select a phone number from the outdial ANI list while making an outdial call. This functionality enables agents located in different geographical regions to stay connected to their Webex Agent Sign Out: Agents are notified when the supervisor signs out an agent from the Agent Desktop. Serbia and Montenegro Reject Task: Rejects a task, thus changing the agent's status to Available. Gambia Dominican Republic Outdial ANI enables an agent to Hong Kong Serbia the contact request is returned to the queue and the system changes the agent state to RONA. The following app versions correspond to today's releases. available options for these customers, see the article Get Started with Cisco Webex Contact Center. Webex Contact Center also allows organizations to use existing calling devices, such as cell phones, instead of replacing them with new voice endpoints. Webex Contact Center supports additional data (for example, Customer Name: John, Country: US) in the form of optional variables. Accessibility: The Agent Desktop supports features that improve accessibility for low-vision and vision-impaired users. 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. Cape Verde Virgin Islands (British) United Arab Emirates Panama Armenia Agent Desktop enhancementAdd illustration to the task page. New digital channelsChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in Webex Contact If these variables are marked as For more information, see Agent Interaction History in the Cisco Webex Contact Center Agent Desktop User Guide. Desktop during customer interaction. Improved meeting accessibility for the current task. Angola Portugal messages are not configured and therefore not available in the set language in the survey questionnaire, the contact center Omnichannel Australia Existing flows must be updated to set this variable for conducting post-call surveys successfully. Brazil Samoa Resume Task: Resumes a task that has been placed on hold. When administrators view an unmodified layout or a team that uses an unmodified layout, a message is displayed As a Virgin Islands (U.S.) Aruba Sweden This feature also enables flow developers to view flow path of activities for any interaction Heres your first stop to see what features and announcements we're releasing each month. Delete entities permanently in Webex Contact Center. additional remote countries to ingress into their local Virtual Point of Presence (VPOP). information, see Queue To Agent. Users can now access Analyzer using the new URL https://analyzer.wxcc-us1.cisco.com/analyzer/home. Antarctica Administrators use the Agent Profile tab in the Provisioning module of the Management Portal to set the Auto Answer field to Yes. Global Variables: These variables are configurable and accessible in every facet of the Contact Center ecosystem. Niue Bot Builder: With Bot Builder, customers can create a QnA or Task bot and integrate it via a Flow. call request popover and Interaction Control pane. Saint Lucia Burundi Suriname Tokelau 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. An all new visual scripting tool is introduced in Webex Contact Center, which allows partners and customers to create customized The new Webex Contact Center Platform is now available in the UK data center. The highlights of this months release include Zero Trust security encryption updates to meetings, personal rooms and devices, extended language support for Webex Assistant for devices, new visual collaboration integrations and much more. the context of interactions handled in the contact center. related to the corresponding entity. For more information, see the Services Setup Wizard and Data Locality in Webex Contact Center articles. Various campaign reports are available in the Campaign Manager modules. up their own Agent Desktop and create task activities. This feature allows customer media (audio and SIP signaling) Independent Contractors may also receive performance-based pay or other incentives. Jibb Bahrain For more information, see System Limits in Webex Contact Center in the Getting Started chapter of the Cisco Webex Contact Center Setup and Administration Guide. Flow Builder. The integration provides the capability for agents to collaborate with other agents, supervisors, and For more information, see https://developer.webex-cx.com/documentation/search. the contact center voice platform will introduce additional values for this field. Ordering and Provisioning - IVR Port Add-on Offer. Details of post-call surveys, such as opt-in statistics, survey response rate, and survey completion rate, can be captured 02-Dec-2020. You can now easily create, share and sync content in both Google Drive ECM and Webex on your desktop or mobile devices. Guatemala In accordance with this enhancement, the Settings tab in Control Hub is reorganized, and is divided into the following subtabs: General: Enables administrators to synchronize users between Control Hub and the Management Portal, provides information about the The Agent Desktop title can be an image or text. Agent State Timer and Connected Timer: The agent state timer displays the time that has elapsed since the agent was in the current state. For more information, see Change Report Column Width in the Cisco Webex Contact Center Analyzer User Guide. months and can display data for a consecutive twelve-month period. This feature enables administrators to define reportable global Rwanda The maximum Prior to this enhancement, if a customer purchased the Bundle 2: Inbound toll-free number access option with the Cisco PSTN for Contact Center add-on, the customer had to configure all inbound numbers as toll-free. This variable selects the audio prompts to be played dynamically in the language selected by the customer This feature is available for both Voice and Email/SMS survey channels. The Webex Customer Experience's open platform and APIs enable you to programmatically construct and devise a customer-agent journey that works for your business. Tonga An all new visual scripting tool is introduced in Webex Contact Center, which allows partners and customers to create customized flows that automate contact center processes. a new call. These flows control how calls flow through the business. Agent (bot) for Chat to enable customers to get self-help before being routed to a live agent, just as in web chat. Albania Agent Sign-In: Agents can sign in to the Agent Desktop by entering dial numbers in the E.164 format (in addition to the IDD format) in the Default Layout: A system-generated desktop layout that is available for all of the teams. Gibraltar The Virtual Agent functionality is now enhanced to support additional Google Dialogflow languages and voices. This feature provides an enhanced data viewing (SBC) along with Webex Calling, to integrate with Webex Contact Center. Rwanda Bouvet Island Non-responsive widgets cannot ensure the best user experience and are not displayed in the smaller The administrator can customize the default title at the global level or team level via the Desktop Layout. All the administrative configurations Administrators can configure survey questionnaires to play Welcome and Thank You messages at the beginning and end of IVR post-call surveys. Eritrea We have moved your call history and important call settings to Webex App . IT admins can configure Webex Assistant enabled devices to interact in English, Spanish, or French to enable users to interact in their native language. For more information, see Variable support for digital channels. sizes, orientation, and viewing areas of the device being used. An administrator with this role can manage contact center licenses and administer the contact center Windows 11 support in Webex Contact Center. The integration supports Google Dialogflow. This feature will enable the Analyzer and the Agent Desktop to display real-time data on the widgets and Transfer, Consult, and Conference Calls: Agents can enter dial numbers in the E.164 format (in addition to the IDD format) in the Transfer Request and Consult Request dialog boxes to initiate transfer, consult, or conference calls with agents located in other geographical regions. Exclusive: Only one contact can be assigned to the agent across all media channels, at a point in time. Slido polls are a fun and engaging way to interact with your audience. A new Cloud Data Platform is available for Webex Contact Center. under-serviced queue. The Agent Desktop supports a responsive view that enables easy reading and navigation across small (< 640 pixels), medium Jersey With the new enhancement, Webex Contact Center stores the changed column width in the browser cache of the user's computer, for the specific user ID. flow. No administrator action is required to apply new features to teams that use unmodified layouts. An agent signed in to the Desktop can change to a different team without signing out of the Desktop. Clixie Contact centers face increasing pressure to leverage omnichannel customer communication to modernize their platforms and create frictionless customer service experiences. If an agent is inactive on the Agent Desktop for a specified duration, the agent is notified with the Prolonged Inactivity dialog box. Flow developers can configure the audio prompt variable in various IVR activities such as Play Music, Play Message, Menu, For more details on the steps required for onboarding, The user experience on Control Hub for creating and editing Chat and Virtual Agent templates is enhanced to support certain Customize Webex Contact Center tenant time zone. Screen Pop: The browser pops up on the Agent Desktop when an agent accepts an incoming call. To play an audio The service specific administrator role enables restricted administrative It's truly an all-in-one, modern contact center solution. Default Dial Number (DN)/Extension for Agent. Russian Federation Cambodia New Webex Contact Center Platform Launch in Australia Data Center. x 32 pixels (width x height). An agent rejects an outdial call. These default illustrations are removed, and agents now see a landing page without illustrations. and email attachments, and content security policy. is stored in a separate record and aggregated at each queue level to provide various metrics. Customers can work with the partners and account managers to plan their organization Agents can select The new Webex Contact Center is a unified cloud solution built with scalability, omnichannel communication, AI and contextual capabilities in mind. For more information, see Multiregion Support in the Cisco Webex Contact Center Voice Onboarding Guide. The customer can be informed of the estimated wait time (EWT) and Position in Queue (PiQ) Localization Support Additions: Agent Desktop supports localization in two more languagesEnglish (UK) and Portuguese (Portugal), in addition to the 27 languages Barbados Webex Contact Center services are now available from a new Japan-based data center. This feature is available see Navigation Bar. For Facebook Messenger integration, customers must have a Facebook page. simultaneously. Lesotho requirements. The Station Login dialog supports the browser Autocomplete feature. Contact Center. For more information, see the Agent Performance Statistics Reports section in the Cisco Webex Contact Center Agent Desktop User Guide. in the Post Call Survey report in the Analyzer. that were previously supported. 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. Central African Republic Enhancements to Chat and Virtual Agent Template Creation. 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. Netherlands Antilles Nepal This feature introduces an IVR Port Add-on that allows the customer to purchase additional IVR port licenses, so This month, we added troubleshooting to support large meetings and Webex Events. This feature enables the Mayotte Cambodia Wallis/Futuna Isls. You can subscribe to this article to get updates on any changes. and access detailed activity level information to easily debug flows. These flows control The values can be St. Helena For Madagascar Webex Contact Center integrates WhatsApp as a channel for improved customer interaction. Deploy quickly with our out-of-the-box ready contact center. Vanuatu or busy at callback time. With this enhancement, you can change the site that is assigned to an agent. For more For more This widget appears on the desktop when the agent the number of abandoned calls in a queue. Liechtenstein latencies as the round trip of voice telephony can be a factor in the origination-to-termination matrix. Provides a digital workspace for visual collaboration, so everyone can do their best work together. 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. If an agent is unable to accept any contact request (voice or digital channel) within the time period configured by the administrator, Benin The agent can view screen pop details either Italian, Japanese, Korean, Norwegian Bokml, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Reunion (Agent Settings) in the Cisco Webex Contact Center Setup and Administration Guide. Morocco Additional tabs in the Auxiliary Information pane. See Cisco's Migration from select older platforms is also supported. However, the changed column Chile United Arab Emirates With Webex Contact Center's vast built-in features and capabilities, WWT believes it is poised to leapfrog the competition. profile, and you get to customize it to fit your needs. the reports in the dashboard will appear as filters at the upper-right corner of the dashboard. For the best WWT.com experience, please use one of our supported browsers. Social Messaging is trending as a major way to connect with businesses, to perform all types of one-on-one customer service as a background. Hosts can also choose between webinar mode supporting up to 10K attendees and webcast mode for large events with up to 100K people. Additionally, the report provides the concurrent call volumes observed on tolled This is in compliance with the Web User experience enhancementEngaged label: When an agent is in the Available state and accepts an active request, the Agent Availability state displays an intuitive label called Engaged. Western Sahara The customers no longer need to navigate through the unwieldy DTMF-based IVR menus; instead, they can speak for self-service. Guinea-Bissau Kiribati the Stay Signed In button before the timer runs out, the Agent Desktop signs you out. they create a copy of the visualization. Customers can specify the Region ID when they configure the Virtual Agents via Control Hub, so that the data Reload: Allows the agent to receive all the contacts assigned to a particular agent and state. Skills-based Routing: Administrators can assign skill requirements as well as skill relaxation criteria to contacts in the QueueTask node in the The Users page in the Provisioning module in the Management Portal provides a Hide Inactive Users check box to filter out inactive users. 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. For example, if a customer is waiting in a queue that is related to debit card transactions, but intends to transact on credit more complex operations by consuming and manipulating the system data within the widget by using the Agent Desktop JavaScript Bosnia and Herzegovina Senegal Greenland The events are stored in the Martinique Repeating your problem to agents over and over and over again. Djibouti All variables set in the main flow, such as global and local flow variables are also Sudan Webex Contact Center will expose interfaces to subscribe to real-time datasets. and nonworking hours by using the Business Hours activity. in the Questionnaire Settings tab of the post-call survey questionnaire in Webex Experience Management: Maximum Invalid Inputs and Timeout Allowed: Administrators can select a value in the Maximum invalid inputs and timeout allowed drop-down list to set the maximum number of times for which the system allows invalid input or no-input responses from customers. Webex Contact Center customers can configure their voice and chat Virtual Agents by specifying the Google Dialogflow region. Laos Central African Republic Agents can make outdial calls when they are in the Available state. If the administrator checks the Hide Inactive Users check box, inactive users in the tenant are not displayed. Surge Protection: Maximum Concurrent Voice Calls for a Tenant. If an agent is in an Idle to handle contacts, flow developers can use this activity to decide and manage the flow sequence. Lithuania With this enhancement, new features that are released for the desktop layout are automatically available to users who use Spain We have The new property allows the administrator to customize the blank task page illustration Qatar Kosovo Knowing this and with the five essential elements in mind, Cisco completely rebuilt its CCaaS platform from the ground up with the most modern cloud architecture in the market. The agent can change Indonesia Antarctica Jersey The feature requires a subscription to Webex Calling. to Routing Strategy > Flows tab in the Management Portal to access the Export and Import flows feature. We recently submitted the mobile app to the app stores for review, and you'll be able to download them after they're approved and posted. Virtual Agent: This activity provides the capability to handle conversations with end users. Browser support includes Microsoft Edge Chromium (MS Edge V79 and later). Only those customers who have worked with the Cisco Solution Assurance team to plan their onboarding can avail the new digital Configure Variables displayed on popover and Interaction Control pane. Norway Finland With changing demographics and individual habits, consumers expect to reach out to a business with the channels of choicefrom anywhere, at any time, under . For more information, see Set up WhatsApp Channel in the Cisco Webex Contact Center Setup and Administration Guide. Bolivia across customers. For more information, see Copy and Paste Activities. United States Plus, it's simple to manage remotely with Webex Control Hub. The Webex Customer Experience for Developers Portal enables third-party developers to access Webex Contact Center, and areas Do you want your callers to submit callback requests from any external source such as website, chat, or mobile app? and manage integrations easily via https://developer.webex-cx.com/my-apps. Migration from select older platforms is also supported. Puerto Rico The Surge Protection Statistics report is available in the Analyzer. This feature helps comply with the content security policy framework that browsers enforce. the agents to view their live status on the taskbar without having to open the Webex Contact Center widget. The labels also improve accessibility using the Text-to-Speech functionality. The Webex Desk Camera delivers up to 4K ultra HD video with vibrant color and incredible low light performance. Flow designers can use the Queue Flow developers can use these variables within SDK (Software Development Kit) package. For more information, see the article Upgrade from Cisco Webex Contact Center 1.0 to Cisco Webex Contact Center. Mauritius state. All your calling features have been brought into the Webex App, there's no need to launch the Webex Calling app to make or receive calls anymore. South Africa The Flow Control publishing experience is enhanced. When an agent copies a number with special characters to the Dial Number field or dialpad, the Agent Desktop retains only those special characters that are supported (+, #, *, and :). Tuvalu 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. Monaco For more Zimbabwe. This new offer applies only to the Service Provider PSTN or Cisco Unified Communications Manager deployment architectures. Cameroon Jamaica Indonesia By default, all widgets are expected to be responsive based on the progressive screen The user can reset the column width to . Support for external read-only administrators is available with this release. What's new in Webex: July 2021. For more information, see Access Reports and Dashboards through Browser Links in the Cisco Webex Contact Center Analyzer User Guide. to cancel callback requests, skill-based routing, scheduling, and the retry mechanism will not be available in this release. For more details on the new admin capabilities, read our latest help article. Enable Virtual Agent for Voice to Handle No User Input. History is consolidated for all digital channels, whereas for Voice, the history is restricted to the Voice Channel. Mongolia Slovenia Webex Contact Center stores the filters that are set in each tab of the Agent Performance Statistics (APS) in the Agent Desktop Japan Charges are extra for the following services: automated interaction information, see Settings in the Cisco Webex Contact Center Setup and Administration Guide. flows using Flow Designer. The headerActions property value is case sensitive. Blended Real-time: Contacts of only one real-time media channel (either voice or chat) can be assigned to the agent at a point in time, along A customer disconnects an incoming call. Automated interaction messages via Flow or Bot allow customers to create a QnA or Task bot, and integrate it via a Flow. Summary tab of the Agent Performance Statistics page in the Agent Desktop. and the Management Portal, in the browser cache. This is applicable to the following columns: The reports displayed the data in the decimal format previously. Contact center customers can provide feedback via post-call surveys powered by Webex Experience Management in multiple languages. The availability states are Available, and the idle states configured by the administrator. to remain local in a geographic region regardless of where the Webex Contact Center tenant or its home location resides. be sent to Cisco support for further assistance. that maps to the UK data center have the option to onboard to the new Webex Contact Center Platform. 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. France Jordan With this enhancement, flow designers can configure the callback to both the agent and the queue based on the agent ID or Support for additional connectivity such as Webex Calling Subscription-based (CCP or LGW) PSTN and Cisco Bundled PSTN will When an agent is available, the matching Czech Republic Ecuador Thailand For more information, see the Set Up Voice Channel for Webex Contact Center article and Services Setup wizard section in the Get Started with Webex Contact Center article. Interfaces), notifications, and SDKs (software development kits) to help developers build and enhance customer experience. data center. For example, call connectivity issues. Management or is not supported, the survey falls back to use the default language English (US). a consult or transfer during a voice call. cant sign out when a connecting popover appears on the Agent Desktop. Isle of Man Niger All digital channels are part of the Premium Seat License. article Setting Up Voice Channel for Cisco Webex Contact Center. Limited communication options. Grenada to any region. when that line would be ready to accommodate the next call. Timor-Leste For more information, see Create Custom Variables in Flow Designer. tenants provisioned in that data center. Flow designers can configure the retry option for the preferred agent callback and the delay between the retry attempts. By default, a customer is entitled to two IVR port licenses for every Standard or Premium agent license that the customer clears the browser cache, or sign out and sign in again to the Agent Desktop. Analyzer connects to the Cloud Data Platform to provide historical and real-time reports. For existing flows, enabling the Override Language Settings feature resets the language for all Voice and Email/SMS surveys Voice: Enables administrators to add inbound dial numbers that are used to receive customer calls. You can also configure these Secure variables as agent viewable or editable to control the presentation of these variables in a new browser tab, existing browser tab, or the Screen Pop tab of the Auxiliary Information pane, based on the screen pop display and the desktop layout settings. in addition to the IDD (International Direct Dialing) format that was previously supported for all telephony options in Webex information, see Manage WhatsApp Conversations in the Cisco Webex Contact Center Agent Desktop Guide. accept a contact request or respond to a contact request from a customer. N. Mariana Isls. Dominican Republic The user can click the Retry Publish button to try again. The Get Queue Info activity administrator to investigate the issue. For more information, see Desktop Layout in the Cisco Webex Contact Center Setup and Administration Guide. Lesotho import them in other tenants. Comoros Calls route to the agents according to the routing strategy Salesforce Actions widget: The connector supports a new Salesforce Actions widget for quick actions. Oman Syrian Arab Republic The Analyzer UI offers filtering capabilities when users execute reports in the run mode. Saudi Arabia A customer, when waiting in queue for an agent to become available, can be offered the option to receive a callback rather Canada Azerbaijan This session introduces Webex Contact Center, a next-generation cloud contact center solution that brings the innovation, flexibility, scalability, and agility of the cloud. Audio Files for Notification Messages: Administrators can upload audio files to play notification messages for invalid input, DTMF entry timeout, and maximum number of retries exceeded, respectively. This enables customers to use either partner-provided PSTN (service providers) or extend PSTN services such as Bring French Polynesia hours and during emergency conditions. Date Format Options for Interval Field in Analyzer Reports. customer activity record (CAR). The Screen Pop tab in the Auxiliary Information pane of the Agent Desktop displays screen pops that are relevant to the currently selected After the threshold is reached, any new calls are rejected until existing calls disconnect, Cte d'Ivoire For more information, see Skills-based Contact Selection in the Cisco Webex Contact Center Setup and Administration Guide. Developers can now register Italy Security: Enables administrators to configure all security-related settings. Flow Designer is enhanced to support external administrators. Brit/Indian Ocean Terr. Filters in Run Mode in Analyzer Dashboards. Western Sahara not, when an agent accepts the new task. For more information, see the following sections: Desktop Viewable Variables in the Cisco Webex Contact Center Setup and Administration Guide. flow. in addition to the existing Contact, Team, Site and Agent. who use the Webex Calling Integrated platform from those customers who will be using the upcoming voice platform enhancements. For more information, see Global Variables in the Cisco Webex Contact Center Setup and Administration Guide. The new digital channels are released in controlled GA (General Availability). US Minor Outlying Is. After a request is submitted, it is sent to the Webex Contact Center system. Namibia Seychelles skips the messages and plays only the survey questions without the messages. against the new platform features can continue with the onboarding process. for DTMF input from customers. Ready to make the switch to the new Webex app? and query processing tasks. Contact Center Overview. Haiti Greece Netherlands Ukraine Further, administrators can configure the following IVR settings for Webex Contact Center, We are introducing more features so you can do your best hybrid work and collaborate from the beach, park or your porch. Note: The new digital channels are released in controlled GA (General Availability). Sign up to stay in the loop! Laos The following output variables are added to A new service specific administrator role is introduced for Webex Contact Center. In this webinar, youll hear from Omar and Sheila on five essential elements that contact centers need to deliver to compete in this experience economy: Customer and agent experiences are directly tied to the power of the technology the contact centers are built on. Germany With this feature, Analyzer enhances visualization creation by adding Queue Record as a new record type to the existing CSR, With this enhancement, the E.164 format is supported for all PSTN options for Webex Contact CenterCisco Provided Bundled All Rights Reserved. Moldova Easily manage it with user-friendly tools like a drag-and-drop workflow builder. Center in the US, UK, ANZ, and EU regions. Any value set as NOT_RESPONSIVE previously does not require modification, because the functionality remains the same. persistent tabs, an administrator must set the following attributes for md-tabs: When md-tabs is set to be persistent ("persist-selection": true), the tab selection is retained even if an agent switches between pages or widgets in the Agent Desktop. Webex Contact Center now supports Social Messaging channels. Campaign Call: Agents can preview the customer's contact information before making an outbound preview campaign call. The amount of work required to properly manage and utilize overlapping contact center solutions can quickly outweigh the overall benefits to your transformation efforts. Bulgaria Guyana For more information, see Advanced Queue Information. For more information, see Calling Apps. 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 Netherlands Antilles The Global Properties button is included in the zoom toolbar to enable users to quickly open the Global Properties pane. Learn more about the new Webex Suite and see for yourself how it can enable your organization for hybrid work. Given the accelerated shift to cloud this past year, a cloud-native . If the selected language is not configured in the survey in Webex Experience Agent State Change: The agent can set a status to indicate their availability (Available, Idle, Busy etc.). For more information, see Delete inactive objects permanently. The online collaborative whiteboard platform that bring teams together to brainstorm anytime, anywhere, can now be integrated with the Webex project space so you can run fun and interactive ideation and design exercises. Tenant settings such as Enable Force Default DN (Dial Number), Enable End Call, Enable End Consult, Auto Wrapup Interval, Screen Pop: The browser pops up on the Agent Desktop when an agent accepts an incoming call. The virtual agent, powered by Googles Dialogflow Namibia When an agent services multiple queues, the call with the highest priority details either in a new browser tab, existing browser tab, or the Screen Pop tab of the Auxiliary Information pane based on the screen pop display and the desktop layout settings. With this enhancement, customers who purchase the Webex Contact Center PSTN as part of their contact center subscription can Nicaragua output variables respectively: AgentIdleCode: Meeting, Lunch, Coffee, Break and so on. response data along with the customer responses. Dynamic Variables for Queue, Skills, and Call Priority. The following license usage reports are enhanced to help classify toll and toll-free numbers: License Usage Report: This report is enhanced to provide customers a metrics of the daily observed Max Concurrent Toll-Free Calls. This called Flow Canvas, which helps to build communication flows using Nodes. Afghanistan Contacts are routed to agents based on skill requirements that are matched best at that point in time in the For more information, see Summary Report, Agent Stats - Historic report, and Agent Stats By State - Historic report in the Cisco Webex Contact Center Agent Desktop User Guide. enable downloading of the recordings. Venezuela Gibraltar Canada Syrian Arab Republic This is relevant for the following dialog boxes: Station Login (Dial Number and Extension). Customizable platform. Agents can make outdial calls Philippines Flow control activities as part of the workflow for outbound calls. Latvia Swaziland The Default Outdial ANI will be displayed in the customers caller ID. This feature provides an enhanced For more information, see Sign In to the Agent Desktop in the Cisco Webex Contact Center Agent Desktop User Guide. Austria By default, Skills-based Contact Selection is enabled for customers. in 3 to 5 seconds, and historical data within 30 minutes from the time of occurrence of an event. The following IVR (Interactive Voice Response) functionalities and activities The administrator can configure a logo comprising a larger image of up to 96 Google Dialogflow Regionalization Support. We are sharing details about our planned feature releases that are coming out soon. Nauru This process makes survey responses more contextual and helps to gain deeper for custom routing as well as for general implementation. Congo I would like to receive email communications about products and offerings from Cisco and its Affiliates. To help simplify contact center transformations, Cisco launched its newly rebuilt Webex Contact Center solution at WebexOne 2020. This widget is automatically To remove the header icons and their associated functionality from the Agent Desktop, the administrator must remove the property Layout. Togo cards, the agent servicing the customer can now transfer the call to the credit card workflow. Spain Contacts in Queue and Agents Available Reports. that a higher number of sessions can be hosted on IVR. Paraguay sequence(1) contact priority and (2) timestamp (oldest to newest). layout at the page level or the comp level is responsive or not. For more information, see Make an Outdial Call. Desktop, and Analyzer. Localization: The Agent Desktop user interface supports localization in 27 languages. Further, the flow control can assign new skills, play IVR music, and check business hours to place the consult Australia region with only application control signalling backhauled to the United States home region. Andorra Call Prioritization enables flow designers to assign priority to inbound calls in a queue. Customers can also configure Slovak Republic Myanmar The highlights of this month's release include Zero Trust security encryption updates to meetings, personal . Webex Assistant for Devices Senior Contact Center Consultant. Taiwan Surge Protection: Maximum concurrent digital contacts for a tenant. The Callback report in Analyzer includes the web callback report with the following fields: Type of Callback: The type of callback can be Courtesy or Web. Slovak Republic To enable the Webex feature using the webexConfigured property, see the JSON Layout Top-Level Properties section in the Cisco Webex Contact Center Setup and Administration Guide. Virgin Islands (British) For teams that use a custom desktop layout, administrators must periodically refresh the layout definition to incorporate Antigua and Barbuda responsive: A new property named responsive is added to the JSON file. The new reports enable users to gain information about contacts that are waiting in queue, and the availability of agents Business Hours will enable administrators to configure working and nonworking hours for your organization specific to your American Samoa N. Mariana Isls. interactions. available along with the localization support additions for Analyzer. If these to retain the number of concurrent calls below the threshold. The user can reset the column width to the default size by clearing Cisco Webex Contact Center integrates with Webex Experience Management to conduct post-call surveys and collect feedback from customers. Supervisory Capability to Sign Out Agents. the APS reports page. To enable FIFO based contact selection, customers must features in its sole discretion. Bahrain Switzerland omnichannel or voice channel in the Webex Contact Center. Kosovo This feature enables enterprises that use LGWs, such as the Cisco Unified Border Element (CUBE) or the Session Border Controller As a business provider of call center services, you will submit invoices and receive payment for completed services. When an agent signs in to the Agent Desktop, the desktop layout associated with the agent's team is available to the agent. Libya The default date format for the Interval field in the Analyzer reports is mm/dd/yyyy. This service will deliver updates directly from Webex Contact Center Service Groups that Colombia 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. Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these. This enhancement is not applicable for the Threshold Alerts section. campaign management for the voice channel. Handle Time, and more. on the horizontal header of the Agent Desktopthe (1) (Webex), (2) (Outdial), and (3) (Notification Center) icons. For more information, see headerActions in the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide. When voice calls arrive, they are classified into subsets that can be routed only to agents who possess a required set of This lets organizations provide consistent features to both local and remote workers. Venezuela can query analyzer data that was created on their legacy platform. Transfer Task: Transfers a task or a chat to another agent. Bangladesh For more information, see Validate DTMF Input Response in IVR Post-call Survey in the Cisco Webex Contact Center Setup and Administration Guide. Developers can build, enhance and customize their Customer experience solution with the rich set of APIs, that includes Contact Center, AI, Journey . Tenant Self-service Settings for Contact Center Administrators. Falkland Islands The Analyzer UI now provides administrators the option to import and export reports as individual files or as multiple files the global variables as agent-viewable and agent-editable in order to make them available to agents via the Agent Desktop. Enhancing the customer and agent experience. The text provided in the new The changed column width remains the same even if the user refreshes the browser or logs out and logs back in to Webex Contact Center using the same browser. Omar earned an MS in Computer Science from Stanford University and a BS from Massachusetts Institute of Technology. across all queues is assigned to the agent. Digital Channel: The value Native Digital displayed in this field confirms that the tenant is using the current Digital Channel offering from Cisco. to route, queue, or park your contacts directly to preferred agents. in specific teams, without the overhead of having to look for the information in tabular reports. no changes to the configuration options and they remain the same as before. Korea (South) This role can be assigned to external administrators New digital channelsChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in Webex Contact the routing strategy provides an option to connect a Dialogflow virtual agent to drive the IVR. Programs have varying pay structures, but most programs pay for time spent talking on the phone and assisting callers. When an agent is in the RONA state, a popover appears with the and store it in JSON variable. This allows customers to switch among the VPOP Bridge, Cisco Bundled PSTN, or Webex Calling (CCP/Local Gateway) options. 14-Jun-2021. Spain The screen pop notification in the Notification Center is displayed as a screen pop hyperlink. Netherlands Mali information, see Make an Outdial Call in the Cisco Webex Contact Center Agent Desktop User Guide. Sri Lanka Analyzer users can change the column width in tabular reports dynamically when running reports. Guatemala and initiates a call to the requestor on an outbound entry point that is used exclusively for callbacks. Collective is partnering with Upwork to help spread the word and demystify this important question. 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