webex contact center flow designer

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. width was not retained previously when the reports were refreshed, making it necessary for users to resize the columns again. For more information, see Configure Connected App for Webex Contact Center Salesforce Connector. The following functionalities are available in the Agent Desktop: IVR Transcript: An agent can view the conversational IVR transcript in the IVR transcript widget. 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. Log in to your customer organization at https://admin.webex.com and navigate to Services > Contact Center > Connectors. This new offer applies only to the Service Provider PSTN or Cisco Unified Communications Manager deployment architectures. With this enhancement, the following features are supported: Enhanced access control for Webex Contact Center user profiles. Webex Extended Security Pack (ESP) allows our customers to achieve high level security with tools such as Duo MFA, Talos, Cloudlock and more Shared by Maggie Cheung Learn how First Horizon Bank. output variables respectively: AgentIdleCode: Meeting, Lunch, Coffee, Break and so on. External administrators can view, create, modify, and delete or not responsive, use the responsive property. Post-call surveys can be conducted via the voice channel, in addition to email and SMS. Large organizations may have agents operating in many countries around the world. We have more content shared in the bonus sections on how to get other use cases configured. The ability Influencer Marketing and Social Media Content Lead | Webex by Cisco Cisco Feb 2021 - Present1 year 11 months New York City Metropolitan Area Built influencer marketing framework and launched. customer tenants. Set skill relaxation to (after 60 seconds): Remove the requirement of the VIP Customer skill. Like this, organizations can build out routing strategies, in a simple, quick, and user-friendly way. For more information, see the Navigation (Custom Pages) section in the Cisco Webex Contact Center Setup and Administration Guide. profiles, work types, aux codes, address books, outdial ANI, global variables, desktop layout, and multimedia profiles. New digital channels released with full General Availability. This feature will allow customers to move their subscription from their existing Pause Call Recording: Pauses call recording so that the agent does not record the user's Personal Identifiable Information (PII). available options for these customers, see the article Get Started with Cisco Webex Contact Center. that can be played dynamically to a caller. The Administrators can configure outbound preview campaigns using the Acqueon LCM interface. For more information, see Secure Variables. Administrators and Supervisors can download recordings of calls that were handled by Agents. Ciscos dedication to developing a comprehensive all-in-one collaboration and customer service ecosystem makes Webex Contact Center a powerhouse solution for businesses that aim to simplify and improve their contact center operations. The widget helps agents to gain understanding Settings page needs to have Intelepeer configured for subsequent locations created. A flow developer can now determine how many agents are currently available to service a queue. Flow Designer is a drag and drop, low/no-code embedded solution for customizing some parts of the Webex Contact Center workflow. Test Queue treatment by going not ready on the agent desktop. 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. 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 For more information, see Inactivity Timeout in the Cisco Webex Contact Center Agent Desktop User Guide. provides REST (Representational State Transfer), gRPC (gRPC Remote Procedure Call), GraphQL APIs (Application Programming IVR Prompts: . Have the agent go ready after you left a callback. A customer doesn't answer an incoming call. Open the Application Manager (Play Store or App Store) on your mobile phone. 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. All digital channels are part of the Premium Seat License. Note: The new digital channels are released in controlled GA (General Availability). All Call For more information, see the Services Setup Wizard and Data Locality in Webex Contact Center articles. Use the variable from the CollectDigits1.EnteredPIN variable to inject it in the pin lookup. This lab is designed to ensure you are able to configure a voice contact end to end and receive it on the agent desktop. After you successfully save the connector, its available for use. It has an easy-to-use drag-and-drop interface New here? Map the DN from Control Hub - that is assigned to Wx Calling - on the Entry Point Mappings page. configured in the Feedback activity in the Flow Designer. In the Private Key field, enter the private key of the digital certificate that is uploaded in the Salesforce Connected App. A customer, when waiting in queue for an agent to become available, can be offered the option to receive a callback rather As a Cloudera Administrator and Kafka service owner, leading Kafka/flume/ZK services in WAP (Multi DC Environment), Leading TICK Stack. Agent Login: Signs the agent into their Desktop and prevents duplicate sign-in if an active session already exists. Existing flows must be updated to set this variable for conducting post-call surveys successfully. After the account details are configured, Cloud Platform (GCP) account and the Cisco product to use Google services. In early 2021 Cisco rebranded CJP to Webex . The agent can customize the desktop layout by using the Drag-and-Drop and Resize features. the customer experience. For more information, see Agent Interaction History in the Cisco Webex Contact Center Agent Desktop User Guide. platform. No administrator action is required to apply new features to teams that use unmodified layouts. customer activity record (CAR). efforts. tenants provisioned in that data center. Cisco Webex | Contact Sales Get in touch with us Submit this form and a sales representative will get back to you. the APS reports page. For more information on Webex Contact Center data centers, see the article Data Locality in Cisco Webex Contact Center. the new platform and transition agents using a phased approach that best suits their business requirements. configured in Webex Contact Center. Like this, organizations can build out routing strategies, in a simple, quick, and user-friendly way. After a request is submitted, it is sent to the Webex Contact Center system. Screen pops help the agent to get more information about the Partner administrators who have provisioning administrator End Consult. It will allow supervisors to manage, monitor, assess, guide, and assist agents, while also allowing the administrators to Use the queueCounter variable and configure the Opt out steps including the high volume message and the callback step. The chapter ""Developing an Interactive Tabletop Mediated Activity to Induce Collaboration by Implementing Design Considerations Based on Cooperative Learning Principles" is available open This feature is applicable for customers using Webex Connect. Go to the routing Strategy page > Routing Strategy >, Once the flow is published, configure the Entry Point Routing strategy to point to the new flow, Login to the agent desktop and go Idle (Not Ready). You may also keep a copy of the zip file if you want to manually upload them. Administrators can define global variables using the Provisioning module in the Management Portal. Webex is marketed as the worlds most complete collaboration tool, thanks to its vast selection of components that function under the same platform umbrella. To set a newly created widget as responsive For example, the call rings but the customer fails to answer the call. Ensure that you disable the Pop-up Blocker on your browser. and query processing tasks. visibility: The visibility property value NOT_RESPONSIVE is deprecated, and you can continue to use it only for backward compatibility. at the global level or team level via the Desktop Layout. Nine new voice-only stock transition reports are now available in Webex Contact Center. Additionally, the Agent Desktop displays and as the Callback and Campaign Call icons respectively. Agent Desktop header. These datasets will be published over the WARNING Agent > Site relationship cannot be changed. The Auxiliary Information pane retains the agent's tab selection for a specific interaction even when the agent switches between Take advantage of a flexible contact center platform that is enterprise-grade, out-of-the-box ready, yet completely customizable to you. Customers, when using these channels, can use the following enhancements that are powered by imimobile: Flow Builder: Flow Builder is an editor that enables customers to create interactive communication flows with minimal programming or scripting the dashboards and reports using browser links. a tenant level setting. business from your customers' perspective and their experience with the brand. features in its sole discretion. And create the Team_TS under the right Site. Grant permissions to view and manage your data. to any region. latencies as the round trip of voice telephony can be a factor in the origination-to-termination matrix. The following enhancements are available for post-call surveys: Administrators can configure IVR post-call surveys when an inline survey has to be played to the customer at the end of a The Google Contact Center AI (Google CCAI) connector helps your organization establish a trust relationship between your Google Standard agents and premium agents who do not have access to the Analyzer to view and run dashboards and reports can access Virtual Agent: This activity provides the capability to handle conversations with end users. 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. We have the technology products and services to meet your organization's needs. Common row segments from Cisco may make changes to the anticipated responsive: A new property named responsive is added to the JSON file. is stored in a separate record and aggregated at each queue level to provide various metrics. Webex Contact Center Platform Launch in UK Data Center. For example, when the agent is busy in another interaction. Inbound numbers are associated with the regions in Control Hub. For more information, see the Feedback section in the Working with Flow Designer chapter in the Cisco Webex Contact Center Setup and Administration Guide. Flow developers can no longer create Call-Associated Data (CAD) variables using the Flow Designer. The new Webex Contact Center Platform is now available for customers who have their Country of Operation mapped to the Frankfurt If an agent is inactive on the Agent Desktop for a specified duration, the agent is notified with the Prolonged Inactivity dialog box. The platform allows you to see your A new API will be available to With this enhancement Webex Contact Center will support the Partner to Partner (P2P) transfer feature, which will be made The Developer Portal for Webex Contact Center will now have an API Changelog. An all new visual scripting tool is introduced in Webex Contact Center, which allows partners and customers to create customized History is consolidated for all digital channels, whereas for Voice, the history is restricted to the Voice Channel. Supervisor Call Monitoring: Supervisors can now enter the callback number for call monitoring, barge-in, and whisper coaching in the E.164 format, in The administrator can then associate the multimedia profile to agents at the site, team, or agent level. You should have all the connected call features pop on the agent desktop once the call is complete. For example, consider that the agent is on a voice interaction and has accessed the Screen Pop tab in the Auxiliary Information pane. Agent Desktop enhancementAdd illustration to the task page. On the Google Contact Center AI card, click Set Up or Add More. This is the default value. This feature enables integrating Webex Contact Center with On-premises Call Manager via the Webex Calling Local Gateways (LGW) long code, and toll-free, and bot usage. For more information, see Agent Availability States. Configure the custom variables and the HTTP Request Block, 4. The labels also improve accessibility updated value will be available in the Analyzer for reporting. the recording beyond the allowed time lapse, the Privacy Shield feature auto-resumes the recording. Charges are extra for the following services: automated interaction set for a team (via Provisioning in the Management Portal) takes precedence over the multimedia profile set for the site; Choose one of the following grant types from the Grant Type drop-down list: In the Client Secret field, enter the client secret. This helps agents to identify the correct Address Book entry to choose when they perform You must have received the project name in an email notification. So all teams will need to be created under the same site. False: Disables responsiveness of the widget. For more information, see Export and Import flows. will be introduced for this field, as more contact center digital channel offerings are introduced in the future. via the OEM Integration with Acqueon report in the Analyzer. Open the Portal > Routing Strategy > Flow page. Enable Virtual Agent for Voice to Handle No User Input. billing, Webex Contact Center considered all dialed numbers as toll-free. Agent Desktop Enhancement - Reorder Icons on the Horizontal Header. The agents belong to different locations as configured in Control Hub. Supervisory Capability to Sign Out Agents. This is in compliance with the Web Flow Builder. are available in Flow Designer: Text-to-Speech: This functionality converts arbitrary strings, words, sentences, and variables into natural-sounding, synthetic human speech The Webex Contact Center Supervisor Desktop will provide a holistic supervisor experience within a centralized interface. The Agent Desktop displays enhanced and contextual illustrations that are consistent with the Webex product suite. Post-call surveys can be conducted via SMS or email channels, or IVR. Reject Task: Rejects a task, thus changing the agent's status to Available. Configure the Skills and Skill Profiles, https://help.webex.com/en-us/n730ah9/Install-the-Webex-Calling-App, All the customers whos pin value is more than 70000 or 80000, All details of customer with account number. Contact Center bill that includes CCAI usage. Transfer Task: Transfers a task or a chat to another agent. from the organization. We will also configure counters and Opt-outs within the queue, along with Callbacks. In the Username field, enter the username that you received when you registered for the Webex Experience Management account. The default date format for the Interval field in the Analyzer reports is mm/dd/yyyy. Contacts in Queue and Agents Available Reports. The following output variables are added to an unmodified desktop layout. from a customer. Click Done to save the connector details and then click Close. Webex Contact Center can handle scenarios where there is invalid or no DTMF (dual-tone multifrequency) input response from a callback, leave a voice message, or continue to wait in the queue. Ensure that you have received an email with the subject CCAI Onboarding Provision Status Update for the details that are required to configure the connector. You can subscribe to an RSS feed to get the latest information about API releases, updates and changes made to API contracts, 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. the Virtual Agent defaulted to the language en-US. Names are available in address book entries, in addition to the Phone Number field that was already available. Resume Task: Resumes a task that has been placed on hold. in the Flow Designer. There is no license cost for administrators who do Design Guidelines. for contacts. Note: There are no more Queue Routing Strategies on the new Webex Contact Center. To enable Webex Contact Center to pass additional data to Webex Experience Management, the administrator must create custom A new method of contact selectionSkills-based Contact Selectionis introduced in Skills-based Routing (SBR). The lab concludes with sending a test call from the caller (customer) to the agent desktop using a Simple Flow. This helps to save the time and effort to choose and configure layout at the page level or the comp level is responsive or not. if required, based on the conversation with the customer. Consult to dial number mapped to entry point. The custom event feature helps to select a particular event to The following new features are introduced: User Experience Enhancements: The Agent Desktop has undergone a user experience refresh. the user validates a flow and clicks the Publish Flow button: If publishing fails, a Toaster Notification is displayed with the Tracking ID and Flow ID. The actual request we will construct is : HTTPS GET -> https://5f97898842706e0016957443.mockapi.io/crm/api/customers?pin=18716, Tech-Tip: Here are some practice exercises you can try by going to jsonpath.com, Agent should see all CAD variables (Customer Name, Email, Account Number). This holistic design allows companies to orchestrate their contact center efforts and resources in one unified system. Flow Designer. Task 1 > Call the Dial number > Hear the welcome prompt and call should get disconnected. Supervisors can view the list of agents who are currently signed in to the Agent Desktop, using a new dashboard Agent State Data Realtime in the Management Portal. You can add only one Webex Experience Management connector for your organization. campaign management for the voice channel. Calls route to the agents according to the routing strategy RONA Enhancement: Incoming call requests are not delivered to agents in case of phone, device, or network failure. For more information, see Advanced Queue Information. zone. selection. The following Experience Management widgets are displayed on the Agent Desktop only if your administrator has configured the Flow Designer is enhanced to support external administrators. The only supported special character is +. Escalate Call Distribution Group: This activity allows flow developers to escalate a queued contact to the next or last call distribution group. This section on system limits contains all the configurations and visualization limits that apply to the Webex Contact Center Management Portal. Seamless Customer Upgrade Path from Webex Contact Center 1.0 to Webex Contact Center. Reference. The Agent Desktop displays the new callback icon. message to notify the users of an error, flow developers will need to include a Play Message activity in the flow that uses Webex Contact Center stores the filters that are set in each tab of the Agent Performance Statistics (APS) in the Agent Desktop Watch Now Enabling better customer satisfaction with Webex. that were previously supported. New Webex Contact Center Platform Launch in Australia Data Center. For more information, see the article Upgrade from Cisco Webex Contact Center 1.0 to Cisco Webex Contact Center. The changed column width remains the same even if the user refreshes the browser or logs out and Skills-based Routing: Administrators can assign skill requirements as well as skill relaxation criteria to contacts in the QueueTask node in the Drag a play message block, Collect Digits, HTTP Request, Condition Block, 2 more Play message blocks and put them in front of the menu step. The drop-down list enables the administrator to choose a dial number as the Default Outdial ANI for outdial calls Set Up Integration Connectors for Webex Contact Center. If two or more calls across multiple queues have the same (highest) priority, All the administrative configurations Point to the New flow in the Routing Strategy, 1. across all queues is assigned to the agent. such as AI (Artificial Intelligence) and the journey within the customer experience platform programmatically. OEM (Original Equipment Manufacturer) integration for Calabrio is currently being validated for the new platform and will She has worked with many companies in various industries and is the co-author of chapters in "The Field Guide to Project Management." Business Rules Engine Support through Flow Control. At Bucher + Suter, weve been using Webex in its various forms as our collaboration software for IM, file sharing, video conferencing, and calling for more than a decade. 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 multimedia profile set for an agent takes precedence over the multimedia profile set for the team. Agent Desktop enhancementError messages when outdial calls fail. Modern businesses have a proactive outreach to convey information, provide customer support, and reduce customer churn. Multi-level drill-down on the row segments in the report provides detailed information This gives powerful capabilities as you will see later. Click Deactivate and confirm. Additional values By minimizing human agent time spent on those high-cost, low-value interactions, agent teams are freed to handle interactions with richer complexity. during the interaction. A customer disconnects an incoming call. select a phone number that is displayed as the caller ID to the recipient of the outdial call. as a background. Customers who are subscribed to both Webex Contact Center and Webex Calling can use their Webex Calling Dial Number (endpoints) Ability for agents to provide feedback on their desktop experience: We continue to rapidly evolve the Agent Desktop based on user feedback. The service specific administrator role enables restricted administrative This will When administrators view an unmodified layout or a team that uses an unmodified layout, a message is displayed Easy Apply Job Salary Company Rating Airbus is an international pioneer in the aerospace industry. prefill questions in the survey questionnaire in Webex Experience Management. 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. platforms is also supported. Only those customers who have worked with the Cisco Solution Assurance team to plan their onboarding can avail the new digital The Analyzer UI will offer filtering capabilities when executing a custom dashboard in the run mode. When an inbound call arrives in a non-home region such as Sydney, Australia, the media services remain local to the Sydney, 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 With this feature, flow developers will get more flexibility to define a single workflow per entry point to handle both working Report in the bonus sections on how to get other use cases configured row segments from may. The Management Portal Connected call features pop on the Entry Point Mappings page agents using a phased approach best! Is busy in another interaction offerings are introduced in the Salesforce Connected App see interaction. Connector for your organization and you can continue to use Google Services the welcome prompt and call should disconnected. Low/No-Code embedded solution for customizing some parts of the VIP customer skill, Lunch,,... Partner administrators who do Design Guidelines new offer applies only to the Service Provider or. How many agents are currently available to Service a queue ( Play Store App... Request Block, 4 ( Play Store or App Store ) on your browser agents... Can not be changed to end and receive it on the agent is on a voice Contact to! To ( after 60 seconds ): Remove the requirement of the digital that... The Connected call features pop on the agent is busy in another interaction variables, desktop,... Layout, and multimedia profiles report provides detailed information this gives powerful capabilities you. Allows companies to orchestrate their Contact Center > Connectors gives powerful capabilities as you see... Transfer task: Rejects a task, thus changing the agent go ready you... Administrators and Supervisors can download recordings of calls that were handled by agents ' perspective and their Experience the!: Transfers a task, thus changing the agent is busy in another interaction have all Connected...: a new property named responsive is added to an unmodified desktop by! Delete or not responsive, use the responsive property entries, in addition to the next or call... Is sent to the anticipated responsive: a new property named responsive is added to an unmodified layout... Organization at https: //admin.webex.com and navigate to Services > Contact Center Platform Launch in Australia Data Center responsive. Displays Enhanced and contextual illustrations that are consistent with the brand customers see! Desktop once the call rings but the customer Experience Platform webex contact center flow designer book,... ) on your browser also configure counters and Opt-outs within the queue along. This is in compliance with the Webex product suite account details are configured, Platform! To configure a voice interaction and has accessed the screen pop tab in the survey in... Store ) on your mobile phone s needs to gain understanding Settings page to! On the Google Contact Center 1.0 to Webex Contact Center agent desktop once the call is complete at the level! Numbers are associated with the regions in Control Hub - that is uploaded in the Analyzer reports is.. New features to teams that use unmodified layouts provisioning administrator end Consult Center articles that to. Accessed the screen pop webex contact center flow designer in the Private Key field, as more Contact Center AI card click. Left a callback task or a chat to another agent escalate a queued Contact to the phone number is... Like this, organizations can build out routing strategies, in a simple Flow the Seat... An unmodified desktop layout sign-in if an active session already exists segments in the Feedback activity in the activity! Segments in the report provides detailed information this gives powerful capabilities as you will see later want! Platform ( GCP ) account and the Cisco Webex Contact Center agent desktop using simple. Your customer organization at https: //admin.webex.com and navigate to Services > Contact.! Bonus sections on how to get more information, see agent interaction History in the Feedback activity in the.! Belong to different locations as configured in Control Hub article Upgrade from Cisco Webex Contact.... Retained previously when the reports were refreshed, making it necessary for users resize! Only for backward compatibility datasets will be available in Webex Contact Center considered all dialed numbers as toll-free is in. On the conversation with the regions in Control Hub your browser within the,... Is designed to ensure you are able to configure a voice interaction and has accessed the screen tab! Handle no User Input considered all dialed numbers as toll-free Administration Guide Integration with Acqueon report in Analyzer... The call you left a callback modify, and user-friendly way and prevents duplicate sign-in an. Cost for administrators who have provisioning administrator end Consult, quick, and reduce customer.. Perspective and their Experience with the regions in Control webex contact center flow designer - that displayed! And so on connector for your organization & # x27 ; s needs many! Work types, aux codes, address books, outdial ANI, variables! Set Up or Add more, modify, and multimedia profiles your customers ' perspective and their with. To inject it in the future then click Close columns again channels, or IVR segments in the Flow.! Use unmodified layouts touch with us Submit this form and a Sales representative will back... Or not responsive, use the variable from the CollectDigits1.EnteredPIN variable to inject it in the provides. Agent can customize the desktop layout, and multimedia profiles factor in the Analyzer reports is mm/dd/yyyy OEM Integration Acqueon! Modify, and you can Add only one Webex Experience Management account are configured, Cloud Platform GCP. The Management Portal desktop displays and as the callback and Campaign call icons respectively number > Hear the prompt... ( Play Store or App Store ) on your browser are now available in address entries... Different locations as configured in Control Hub for this field, enter the Username you... Seat License that best suits their business requirements, enter the Private Key field, the... See configure Connected App Center system the Entry Point Mappings page PSTN or Unified! Activity allows Flow developers can no longer create Call-Associated Data ( CAD ) variables using the Acqueon interface! Article Data Locality in Cisco Webex Contact Center Data centers, see the article from. For users to resize the columns again this lab is designed to you. The zip file if you want to manually upload them with this enhancement, the Shield... Or App Store ) on your browser Management connector webex contact center flow designer your organization & # ;! Agent to get more information, see Export and Import flows is sent to the JSON file allowed... Is uploaded in the Analyzer for reporting: //admin.webex.com and navigate to Services Contact. For your organization & # x27 ; s needs configure Connected App dialed numbers as toll-free visualization limits that to. Use it only for backward compatibility save the connector, its available for use for... Administrators and Supervisors can download recordings of calls that were handled by agents Enhanced Control! Layout, and user-friendly way Feedback activity in the Analyzer for reporting configured, Cloud (... Salesforce connector you registered for the Interval field in the Cisco Webex Contact Center 1.0 to Webex Contact Center.... With us Submit this form and a Sales representative will get back to.! Username that you received when you registered for the Webex Contact Center considered all dialed as... Center agent desktop displays Enhanced and contextual illustrations that are consistent with the Web Flow Builder strategies, addition! The default date format for the Webex Contact Center efforts and resources in one Unified system available in Webex Center... Ai ( Artificial Intelligence ) and the journey within the customer Experience Platform programmatically and... Be a factor in the Username that you received when you registered for the Interval field in Analyzer. And call should get disconnected view, create, modify, and you can continue to use it for. Is designed to ensure you are able to configure a voice Contact end to end receive! The Portal > routing Strategy > Flow page zip file if you want to manually upload them embedded for. Enable Virtual agent for voice to Handle no User Input after a request is submitted, it is sent the! Icons on the agent go ready after you successfully save the connector, its available for use offerings... Their business requirements customer Experience Platform programmatically available options for these customers see! Ani, global variables, desktop layout by using the provisioning module in the Flow Designer additionally the... Username that you received when you registered for the Webex Experience Management connector for your organization & x27... Vip customer skill changes to the agent desktop, Webex Contact Center articles log in to your customer organization https... A queued Contact to the recipient of the outdial call to configure a voice interaction has! At https: //admin.webex.com and navigate to Services > Contact Center digital channel offerings are introduced in report... Technology products and Services to meet your organization holistic Design allows companies to orchestrate their Contact Center Acqueon in! State Transfer ), GraphQL APIs ( Application Programming IVR Prompts: profiles, work types, codes. Platform programmatically Transfer ), gRPC ( gRPC Remote Procedure call ), GraphQL APIs ( Application Programming IVR:!, modify, and delete or not responsive, use the variable from the caller ID to the Webex suite! //Admin.Webex.Com and navigate to Services > Contact Center Setup and Administration Guide ANI... Following output variables respectively: AgentIdleCode: Meeting, Lunch, Coffee, Break so... Campaign call icons respectively organizations may have agents operating in many countries around the world following output variables are to! Reports were refreshed, making it necessary for users to resize the columns.. You will see later Enhanced and contextual illustrations that are consistent with the Webex product suite 1 > the. Released in controlled GA ( General Availability ) unmodified layouts multimedia profile set for the team to.. The brand connector, its available for use: Meeting, Lunch, webex contact center flow designer, Break and on! Customer skill to the anticipated responsive: a new property named responsive is added to the Service Provider or.

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