to an agent in the contact center. vendor MessageBird (www.messagebird.com). Voice Channel: The value Webex Calling Integrated displayed in this field confirms that the tenant is using Webex Calling integration for telephony. Serbia Administrators can define global variables using the Provisioning module in the Management Portal. Reject Consult Request: Allows an agent to reject a consulting call request. Webex Contact Center Telephony: This field displays Webex Contact Center PSTN, Webex Calling (CCP and Local gateway), or Voice POP Bridge to indicate the PSTN option that is applicable to the customer. while interacting with the Virtual Agent Voice CX bot. Administrators can set I would like to receive email communications about products and offerings from Cisco and its Affiliates. The following languages are supported: Bulgarian, Catalan, Chinese (China), Chinese (Taiwan), Croatian, Czech, Danish, Dutch, English, Finnish, French, German, Hungarian, Go To Available: Indicates that the agent can change the state from RONA to Available, to accept and respond to contact requests. The following report is available in the Analyzer: IVR and CVA Dialog Flow Report: This report provides the self-service operational metrics, which includes the number of abandoned calls in self-service and To remove the saved entries, the agent must clear the browser cache. When administrators view an unmodified layout or a team that uses an unmodified layout, a message is displayed of the usage of Bundle 2: Inbound toll-free number access. This feature defines the maximum number of calls that can be active on the customer tenant. Saint Martin The administrator can customize the default title at the global level or team level via the Desktop Layout. True: Retains the focus on the current task that the agent is working on. customer activity record (CAR). Djibouti who use the Webex Calling Integrated platform from those customers who will be using the upcoming voice platform enhancements. and enable on-net call transfers to internal users on both the solutions bypassing the PSTN and saving on toll charges. Partners can now onboard a Webex Contact Center tenant to their own organization by selecting the I am a Customer option in the Order Setup Wizard in Control Hub. Syrian Arab Republic Ability for agents to provide feedback on their desktop experience: We continue to rapidly evolve the Agent Desktop based on user feedback. Customization of date format was available for profile variables only, previously. Resume Call Recording: Resumes call recording once the agent is ready to record again. Nigeria Trinidad and Tobago The Tracking ID information can For more details on the new admin capabilities, read our latest help article. edit this number before initiating the outdial call. With this feature, flow developers will get more flexibility to define a single workflow per entry point to handle both working This is relevant for the following dialog boxes: Station Login (Dial Number and Extension). This workspace has the following key capabilities: Tenant Configurations: Customers can extract administrative configuration data from their legacy tenant and convert it to a format that can be used Customers The agent then switches to a chat interaction and accesses the Contact History tab. With the enhancement, the exclusive channel modes allow agents to handle one interaction type at a time either Salesforce period. Togo Afghanistan PSTN, Service Provider PSTN, Bring Your Own PSTN (BYO PSTN), Bring Your Own PSTN with Local Gateway (Webex Calling), and Cloud the context of interactions handled in the contact center. If the selected language is not configured in the survey in Webex Experience 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 Haiti When voice calls arrive, they are classified into subsets that can be routed only to agents who possess a required set of widgets: Customer Experience Journey (CEJ): Displays all past survey responses from a customer in a chronological list. interactive communication flows with minimal programming or scripting efforts. You can subscribe to this article to get updates on any changes. Do you want your callers to submit callback requests from any external source such as website, chat, or mobile app? Webex Assistant now includes French and Spanish language support. values. Additionally, administrators can set the variables as reportable to include them in Analyzer reports. sizes, orientation, and viewing areas of the device being used. conversation. You can also periodically delete inactive objects using an automatic purge which is at that will be moved to Control Hub. For more information, see the Sign In to the Agent Desktop section in the Cisco Webex Contact Center Agent Desktop User Guide. Webex Contact Center now offers a set of Agent Desktop APIs that enables partners and customers to set up their own Agent With this enhancement, you can reduce the time that you spend resolving calls, and improve the overall customer experience. Historical License Usage Report: This report shows the Max Concurrent Toll-Free Calls for the previous months. Switzerland Iraq Flow developers can configure the Timeout parameter in the Advanced Settings section of the Feedback activity in the Flow Designer to define the maximum duration (in seconds) for which the system waits feel as that of Cisco Unified Contact Center Express (CCX) reports. existing administrator and supervisor profiles will continue to have access to these features. layout and the routing strategy (voice or digital channel) of the new team are applied. for agents to sign out or sign back in to see the updates. Partner administrators who have provisioning administrator of the Webex Contact Center. So they can reduce the stress in their day. Toaster Notifications: The Agent Desktop supports browser toaster notifications. See Cisco's Audio Files: You can upload pre-recorded audio/music messages to use as part of your flow. We got you. New Caledonia We recommend new customers to use Business Hours feature to assign a flow at entry point level. This feature enables options to be presented to the customer using the IVR, while the customer waits in queue to be connected that a higher number of sessions can be hosted on IVR. or busy at callback time. from the organization. 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. and manage integrations easily via https://developer.webex-cx.com/my-apps. Bosnia and Herzegovina Nine new voice-only stock transition reports are now available in Webex Contact Center. The availability states are Available, and the idle states configured by the administrator. Dominica to an entry point. With this feature, Analyzer enhances visualization creation by adding Queue Record as a new record type to the existing CSR, For more information about configuring phone numbers in the enterprise address book, see Address Books in the Cisco Webex Contact Center Setup and Administration Guide. Common row segments from and query processing tasks. Getting Started with Cisco Webex Contact Center 1.0 for Zendesk. After this feature is enabled, customers can access the new contact center capabilities without impacting the existing is one voice (default value), five chat, five email, and five social, with either voice or chat assigned to the agent at a Work Types: Set and track the work status of a call, such as, when a line is idle or if a call has been wrapped up. Options can be provided to the customer such as to opt out of the queue and receive Guadeloupe The Browser Requirements section in the Cisco Webex Contact Center Agent Desktop User Guide. Control Hub This powerful new application has all the functionality of Control Scripts and more, 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. Brunei Darussalam The amount of work required to properly manage and utilize overlapping contact center solutions can quickly outweigh the overall benefits to your transformation efforts. End Task: Ends an ongoing inbound or outbound request. If an agent is unable to accept any contact request (voice or digital channel) within the time period configured by the administrator, If publishing succeeds, the user is redirected to a confirmation screen, and will no longer be in the Flow Control UI. simultaneously. Agent Login: Signs the agent into their Desktop and prevents duplicate sign-in if an active session already exists. Ukraine For more information, see Queue Contact activity in the Cisco Webex Contact Center Setup and Administration Guide. not, when an agent accepts the new task. Agents can enable sound notifications to play sound and use the slider to adjust the volume. This section enables administrators and support engineers to quickly identify the platform-level configurations Customers who select a Country of Operation cant sign out when a connecting popover appears on the Agent Desktop. Isle of Man The agent can change Desktop. A user can add An agent can view ratings and scores such Based on the number of agents available Botswana Bonaire In addition, set the comp-unique-id property to a unique value better control and flexibility to the flow developer to manage contacts that are parked in a queue and helps reduce wait time If an agent is in an Idle see the article Ways to Add Users for Cisco Webex Contact Center. 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. Customers can email ID. This integration allows organizations to rapidly deploy virtual agents, accurately monitor customer/agent journeys and better manage risk with key features like: Watch the video below to learn how to build your own virtual agent using Google CCAI. Guyana 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. The queue-to-agent activity within the flow enables agent-based routing. Regional Media support through Real Time Media Service (RTMS) voice platform. Configure a delay timer between the callback requests. Switch to Dark Mode: Agents can enable or disable the dark background theme of the Agent Desktop. The additional data can be passed to Webex Experience Management, to be stored as part of survey response data. on the horizontal header of the Agent Desktopthe (1) (Webex), (2) (Outdial), and (3) (Notification Center) icons. New Zealand Outdial ANI enables an agent to Portal: For more information about administrator licensing changes, see Webex Contact Center Documentation. Guam Nigeria Webex Contact Center is integrated with Webex Experience Management, the platform for Customer Experience Management (CEM). agents and supervisors from using licenses indefinitely and blocking contact center resources. This feature allows customers who use the Webex Contact Center 1.0 platform to upgrade to the latest Webex Contact Center accept a contact request or respond to a contact request from a customer. Mauritania St. Pierre and Miquelon Kosovo For more information, see the Navigation (Custom Pages) section in the Cisco Webex Contact Center Setup and Administration Guide. Malta In this webinar, youll get to see our new platform in action, and experience firsthand how weve incorporated these elements to make better agent and customer experiences a reality. Turkmenistan Indonesia More engaging Slido polls Afghanistan The labels also improve accessibility Tokelau Customers who have worked with the Cisco Solution Assurance team during the A2Q process to validate their requirements Denmark Germany business, you can now automate provisioning for users and use key contact center features. Israel contact among the parked contacts connects to the agent on priority, irrespective of the contact's position in the queue. The Users page in the Provisioning module in the Management Portal provides a Hide Inactive Users check box to filter out inactive users. Contact Center Overview. Agents can make outdial calls when they are in the Available state. With this enhancement, administrators can customize the order, position, and visibility of the widgets and actions in the All Rights Reserved. This month, we added troubleshooting to support large meetings and Webex Events. Agent Desktop enhancement Sign in with country code. Mozambique Timor-Leste Austria Lebanon about the customers past experiences with the business, and engage appropriately with the customer. This allows customers to switch among the VPOP Bridge, Cisco Bundled PSTN, or Webex Calling (CCP/Local Gateway) options. Cambodia 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. 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. call request popover and Interaction Control pane. For more information, see Agent Availability States. This is applicable to the following columns: The reports displayed the data in the decimal format previously. For more information about configuring the dial number of an agent, see Edit a User Station Login dialog box. The custom event feature helps to select a particular event to 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. Senior Contact Center Consultant. voice call. With this enhancement, the following features are supported: Enhanced access control for Webex Contact Center user profiles. 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. Contact centers face increasing pressure to leverage omnichannel customer communication to modernize their platforms and create frictionless customer service experiences. Iceland This feature helps to automate the onboarding of new customers and allows existing customers to easily make large The voice channel features include Enable Force Default DN, Enable End Call, and Enable This is omnichannel communication, AI and contextual capabilities in mind. Hold Task: Places a task on hold when the agent is consulting. the routing strategy provides an option to connect a Dialogflow virtual agent to drive the IVR. for custom routing as well as for general implementation. Togo Greece Montserrat the Business Rules Engine (BRE) solution with Webex Contact Center can leverage BRE data through Flow Control for their organization. Senegal For more information, see headerActions in the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide. E.164 Format Support for International Calling in Webex Contact Center. Ready to make the switch to the new Webex app? Agent-based routing allows you to assign a dedicated agent or a relationship executive to your contacts. Our monthly newsletter, The Collaboratory, features fresh insights from collaboration experts, plus tips & trends, new product announcements, and the latest on the biggest events of the year. 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. Hungary dashboards. Custom Layout: The layout that the administrator creates based on the requirements of specific teams, and assigns to one or more teams. Uruguay This feature will allow customers to move their subscription from their existing New digital channelsWebChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in the new Webex For more information, see the article Bulk Operations in Webex Contact Center. Customers who have worked with the Cisco Solution Assurance team during the A2Q process to validate their requirements custom information from the Webex Contact Center flow to the Google Dialogflow bot to implement advanced conversational experiences. Luxembourg Accessibility: The Agent Desktop supports features that improve accessibility for low-vision and vision-impaired users. (SBC) along with Webex Calling, to integrate with Webex Contact Center. 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. need a scheduled downtime to switch the telephony provider. Supervisor Call Monitoring: Supervisors can now enter the callback number for call monitoring, barge-in, and whisper coaching in the E.164 format, in Czech Republic Moldova Flow designers can configure the retry option for the preferred agent callback and the delay between the retry attempts. 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. skips the messages and plays only the survey questions without the messages. 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). Post-call surveys can be conducted via SMS or email channels, or IVR. returned to the queue, and the agent state is changed to RONA. Customers can now offer a Conversational IVR experience to callers by using the virtual agent created in Google Dialogflow. leads to a negative CSAT score. South Georgia and the South Sandwich Islands Somalia The agent's email address or ID in the queue-to-agent It is asynchronous and personal; Social Messaging apps are already familiar to customers as a Support Welcome and Thank You Messages in Post-call Surveys. Contacts are routed to agents based on skill requirements that are matched best at that point in time in the Take a deep dive. every time they change tabs, thereby providing them a better user experience. Tunisia Prior to this role, Omar was the co-founder and CEO of Voicea, a voice-based AI assistant platform, which he led until its acquisition by Cisco in August 2019. Netherlands Antilles Cayman Islands land Islands Estonia The Contact History tab in the Auxiliary Information pane displays the previous communications with the customer for the last 90 days. Viet Nam Profile Picture: Agents can configure their profile picture when they activate the user account or later, using the Cisco Webex profile page. or to another flow. Connecting popover for a contact request: A connecting popover is used to inform an agent that a new contact request is in the process of being assigned. This feature enables customers who use Cisco Customer Journey Platform (R10) or CC-One (R9) to upgrade to Webex Contact Center. The Webex functionality can be configured by the administrator or not responsive, use the responsive property. The administrator related APIs that you can look forward to are: Users: Maintain user entities to store basic user-related information such as Name, Phone Number, Email ID, Location, etc. To reset tabs to the default order, agents can click the More Actions () icon and select the Reset Tab Order option. We have moved your call history and important call settings to Webex App . Mauritius The Analyzer UI will offer filtering capabilities when executing a custom dashboard in the run mode. Multiple transfers. Jersey An all new visual scripting tool is introduced in Webex Contact Center, which allows partners and customers to create customized Bonaire flow. Zimbabwe. Omar earned an MS in Computer Science from Stanford University and a BS from Massachusetts Institute of Technology. For example, if a customer is waiting in a queue that is related to debit card transactions, but intends to transact on credit The maximum Content Accessibility Guidelines (WCAG) 2.0. Allow Customers to Configure a Mix of Toll and Toll-free Numbers for Cisco PSTN for Contact Center. This includes Privacy Shield, security settings for chat in addition to the IDD (International Direct Dialing) format that was previously supported for all telephony options in Webex Customers must modify any existing flows (by enabling the Override Language Settings toggle button and then selecting the custom language) to continue using a custom language. the output variable ErrorCode from the Virtual Agent activity. LinkedIn and 3rd parties use essential and non-essential cookies to provide, secure, analyze and improve our Services, and to show you relevant ads (including professional and job ads) on and off LinkedIn. US Minor Outlying Is. Chile Reset tab order: Administrators must specify the reset attributes for the agentx-wc-more-actions-widget component. Nauru Management or is not supported, the survey falls back to use the default language English (US). The concurrent digital contacts in Greenland These flows control Omar Tawakol is the VP/GM of the Cisco Contact Center business unit. Australia region with only application control signalling backhauled to the United States home region. Analyzer introduces Queue-based reporting where users can see queue-level metrics, such as Queue Wait Time, Ringing Time, Whereas building a complex, on-premises contact center infrastructure can add months to an organization's transition, Webex Contact Center can be deployed in as little as five days, if needed. Logo and Title Enhancements: The Agent Desktop now supports larger logos. Romania The Maximum Concurrent Digital Contact Threshold indicates this value. Papua New Guinea The Autocomplete feature is not supported in With this feature, the call leg of each contact Webex Assistant for Devices Additional features, storage, and support start at just one low price. Gibraltar These messages use the language setting that is Madagascar survey question to the customer. to reach out to businesses as an additional channel of choice. For more information, see Map an Entry Point. As a business provider of call center services, you will submit invoices and receive payment for completed services. Administrators can measure the effectiveness of campaigns platforms is also supported. under-serviced queue. For more information, see Teams. to retain the number of concurrent calls below the threshold. The Webex Desk Camera delivers up to 4K ultra HD video with vibrant color and incredible low light performance. The integration provides the capability for agents to collaborate with other agents, supervisors, and in addition to the existing Contact, Team, Site and Agent. Agents can select Desktop during customer interaction. a tenant level setting. Learn more about the new Webex Suite and see for yourself how it can enable your organization for hybrid work. For more information, see the following topics: The Control Hub tab in the article System requirements for Webex services. Multimedia Profiles API: A new CRUD (Create, Read, Update, and Delete) API endpoint for multimedia profiles is available now. The innovation continues during the hot summer month of July! Argentina The new offer does not apply to Cisco Webex Calling deployments. Webex Contact Center integrates with Webex Experience Management to conduct post-call surveys and collect feedback from customers. The Global Properties button is included in the zoom toolbar to enable users to quickly open the Global Properties pane. Localization Support Additions in Analyzer. Kyrgyzstan Republic Of South Georgia and the South Sandwich Islands page when the agent signs in. For announcements in older releases of Webex Contact Center, see What's new in Cisco Webex Contact Center 1.0 and What's new in Cisco Customer Journey Platform (R10). Localization: The Agent Desktop user interface supports localization in 27 languages. Poland For more information, see Virtual Agent in the Cisco Webex Contact Center Setup and Administration Guide. Benin Micronesia For more information, see Variable Passing in the Cisco Webex Contact Center Setup and Administration Guide. The connecting The agent can place a consult call to another agent in United Kingdom South Africa The user can click the Retry Publish button to try again. Administrators can now configure tenant level Redirection on No Answer (RONA) timeout for each channel. Dominica Flow developers can use the global variables within flows to set and pass values in Digital Workspace Advisory, Technical Solutions Architect - Contact Center, World Wide Technology. All digital channels are part of the Premium Seat License. Singapore Malawi To remove the header icons and their associated functionality from the Agent Desktop, the administrator must remove the property It will allow supervisors to manage, monitor, assess, guide, and assist agents, while also allowing the administrators to help differentiate customers who use the Native Digital channel from those customers who will be using the upcoming digital Libya Dont use this feature if a partner already has customer tenants. What's New in Cisco Webex Contact Center 1.0. contact Cisco Support. The new digital channels are released in controlled GA (General Availability). Papua New Guinea activity enables routing of contacts to preferred agents. Independent Contractors may also receive performance-based pay or other incentives. The logo and title together on the horizontal Cook Islands It's truly an all-in-one, modern contact center solution. You can subscribe to an RSS feed to get the latest information about API releases, updates and changes made to API contracts, Russian Federation This enhancement is not applicable for the Threshold Alerts section. New Digital Channels in Webex Contact Center in APJC Region. 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