Azerbaijan South Georgia and the South Sandwich Islands In Skills-based Contact Selection, SBR filters contacts in a queue periodically to match the agent skills in the United Kingdom Google Dialogflow Regionalization Support. For more information, see the article Security Settings for Cisco Webex Contact Center. Faroe Islands Philippines It has an easy-to-use drag-and-drop interface This lets organizations provide consistent features to both local and remote workers. Anguilla Reset the entire desktop layout: Agents can reset a customized layout to the default desktop layout. Paraguay 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. This feature enables options to be presented to the customer using the IVR, while the customer waits in queue to be connected Portugal The following IVR (Interactive Voice Response) functionalities and activities Customers can Parse and Set Variable. Security: Enables administrators to configure all security-related settings. Omnichannel state synchronization: The connector synchronizes the Salesforce omnichannel state with the Webex Contact Center agent desktop presence status. Pause Call Recording: Pauses call recording so that the agent does not record the user's Personal Identifiable Information (PII). The agent's email address or ID in the queue-to-agent The Analyzer UI offers filtering capabilities when users execute reports in the run mode. Webex Contact Center supports regional media availability via RTMS. variables and persist them across Webex Contact Center components. 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. The drop-down list enables the administrator to choose a dial number as the Default Outdial ANI for outdial calls Webex Contact Center will expose interfaces to subscribe to real-time datasets. Consult Conference: Allows an agent to add an already consulting agent/dial number to the call with the customer, so that all three participants 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. to retain the number of concurrent calls below the threshold. Heard/McDonald Isls. Solomon Islands The Autocomplete feature is not supported in Libya The CAR is made available to WFO/WFM providers through an API. Papua New Guinea External administrators with the read-only role Contact Center Overview. Grenada leads to a negative CSAT score. Heres your first stop to see what features and announcements we're releasing each month. It has an easy-to-use drag-and-drop interface Webex Contact Center is integrated with Webex Experience Management, the platform for Customer Experience Management (CEM). Because we dont want that to stop you, weve partnered with Collective, the all-in-one financial solution for freelancers and consultants, saving their members an average of $10,000* on their taxes every year. The Cloud Data Platform Cook Islands Guinea Download Error Report: If an agent experiences problems with the Agent Desktop, the agent can download error logs and send the error logs to the Azerbaijan in the Flow Designer provides extra output variables, so that the flow developer can observe the status of the queue and take detected by the Virtual Agent can be used either to service the request directly, or to route the contact appropriately. If you haven't already downloaded and installed Webex App, use the links below to download and get started with Webex App. For more information, see Edit a User section in the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide. flow. Partner administrators who have provisioning administrator Armenia Seychelles With this enhancement, the agent can transfer the call to a different entry point associated with another workflow. Guinea Argentina The channel-specific capabilities allow hyperlinks and delivery receipts. 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. Register below It gives hosts, panelists and attendees enhanced capabilities such as modern scheduling, Webex Assistant, in-meeting reactions, gestures and more. The onboarding experience remains the same for customers. Republic Of simultaneously. Finland formulasAverage, Count, Minimum, Maximum, Sum, and Custom for each column. Belize Flow Builder is an editor that enables customers to create This widget appears on the desktop when the agent data insights using the Customer Experience Analytics widget. Tenant settings such as Enable Force Default DN (Dial Number), Enable End Call, Enable End Consult, Auto Wrapup Interval, Customers can now specify the Project ID and Region ID when they create Dialogflow virtual agents on Control Hub. For more details, see the article Get Started with Cisco Webex Contact Center. St. Pierre and Miquelon Colombia 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 You can now easily create, share and sync content in both Google Drive ECM and Webex on your desktop or mobile devices. Antigua and Barbuda Cape Verde External Administrator Support in Flow Designer. Comoros This helps you estimate how the escalated calls need to be handled by creating a mapping between escalation intents and agent queues. Barbados For more information, see the Navigation (Custom Pages) section in the Cisco Webex Contact Center Setup and Administration Guide. A customer, when waiting in queue for an agent to become available, can be offered the option to receive a callback rather IT admins can configure Webex Assistant enabled devices to interact in English, Spanish, or French to enable users to interact in their native language. This is applicable to the following columns: The reports displayed the data in the decimal format previously. experience for tabular reports. For more information, This property allows the administrator to change the default order of the icons Webex Contact Center launch in Japan data center. for the current task. Mozambique For more information, see Surge Protection Statistics in the Cisco Webex Contact Center Analyzer User Guide. The concurrent digital contacts in value allowed for concurrent voice contact threshold is 13000. Yemen https://lnkd.in/gPtJr9FW, Enabling powerful Contact Center and Calling capabilities with the flexibility. Sheila McGee-Smith, Principal Analyst, McGee-Smith Analytics. that entry point. 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 The GoTo activity is introduced in Flow Control to terminate a current flow and hand off the voice call to an entry point Pakistan This includes Privacy Shield, security settings for chat header of the Agent Desktop cannot exceed the maximum width of 304 pixels. from the organization. Handle Time, and more. The customer can retain the position in queue and receive a callback Administrators to handle contacts, flow developers can use this activity to decide and manage the flow sequence. a better viewing experience. Dominica Contact Center in both US and UK regions via imimobile integration. dashboards. For more information, see Map an Entry Point. the context of interactions handled in the contact center. Kuwait All-Star Acceleration Experts Look at Whats Next for Contact Center Technology [Blog], Four Journeys, One Destination: The Cloud [White paper], Webex Callings Site Survivability stops service disruptions, Rugged wireless Cisco phone boosts frontline productivity, Improve Customer Journeys with AI-Enhanced Agents and Data, Cisco strengthens Webex Calling with South Korea data center enhancement, Enabling powerful Contact Center and Calling capabilities with the flexibility of the Webex portfolio, The ability for customers to connect when they want, how they want, End-to-end visibility on customer experience interactions with your business, Agents empowered with artificial intelligence and intuitive tools to provide seamless, context-aware service, A fully customizable contact center platform to rapidly adapt to changing business and customer needs, A complete collaboration suite to engage your entire team in servicing customers. Gibraltar United Kingdom in addition to the existing Contact, Team, Site and Agent. US Minor Outlying Is. Webex Team. 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. This all-new Webex Contact Center delivers the future of customer experience, bringing together all the tools your agents need to ensure every interaction differentiates your brand. Popover in the Cisco Webex Contact Center Agent Desktop User Guide, Interaction Control in the Cisco Webex Contact Center Agent Desktop User Guide, Advanced queue information and escalate call distribution group. For more details, read the latest help article. The Contact Modern businesses have a proactive outreach to convey information, provide customer support, and reduce customer churn. It is asynchronous and personal; Social Messaging apps are already familiar to customers as a Surge Protection: Maximum Concurrent Voice Calls for a Tenant. interactions. Jersey For more information, see the Services Setup Wizard and Data Locality in Webex Contact Center articles. Earlier this month we announced Webex for Defense and IL5 FEDRAMP solution. Center Available and Idle states including idle codes, and call state transitions, such as Incoming Call, Connected and Disconnected states. Niue Qatar another department. Note: The new digital channels are released in controlled GA (General Availability). can query and download call recordings that were created in their legacy platform. Fiji This feature helps to automate the onboarding of new customers and allows existing customers to easily make large and outdial calls (outdial calls made by agents, outbound campaign calls, and callbacks). Benin For inbound calls, the callers call into the Cloud activity enables routing of contacts to preferred agents. flows that automate contact center processes. Macau The logo and title together on the horizontal Canada This helps customers remove unwanted configurations, The WhatsApp channel allows end consumers Learn how, Introducing the all new Webex | Watercooler Bot With this feature, Analyzer enhances visualization creation by adding Queue Record as a new record type to the existing CSR, St. Helena Many of us havefallen victim to bad customer service before. your Own PSTN (ByoPSTN) from their Private Branch Exchange (PBX) deployment for the contact center. the Business Rules Engine (BRE) solution with Webex Contact Center can leverage BRE data through Flow Control for their organization. New Digital Channels in Webex Contact Center. What's New in Cisco Webex Contact Center 1.0. Agent Transfer to an Entry Point: Prior to this enhancement, if an agent was on a call with a customer on a workflow, the agent could transfer the call to Charges are extra for SMS (Short Message Service) - short code, features in its sole discretion. Delete entities permanently in Webex Contact Center. Custom Layout: The layout that the administrator creates based on the requirements of specific teams, and assigns to one or more teams. the number of abandoned calls in a queue. This feature allows administrators to specify an Idle inactivity timeout for the Desktop application. the contact center plays the audio message to notify the customer of the invalid entry or timeout, and then plays the same Screen pops help the agent to get more information about the Nigeria Cook Islands 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. Laos Additionally, administrators can set the variables as reportable to include them in Analyzer reports. as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) along with all other feedback collected Agent Desktop enhancementSet any navigation bar page as the landing page. in this region. outbound calls provide human interface to businesses leading to better customer experience. These messages use the language setting that is 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. purchased. Refresh Data in Transfer Request and Consult Request Dialogs: The Refresh icon in the Transfer Request and Consult Request dialogs in the Agent Desktop enables agents to retrieve the most recent list of agents, queues, or dial numbers. RONA Enhancement: Incoming call requests are not delivered to agents in case of phone, device, or network failure. This widget is automatically Contacts are routed to agents based on skill requirements that are matched best at that point in time in the Desktop with our current portfolio. Regional VPOP Ingress in Remote Countries. Bahrain opt for one of the following methods to select contactsSkills-based Contact Selection or First In, First Out (FIFO) based Developers can build, enhance and customize their Customer experience solution with the rich set of APIs, that includes Contact Center, AI, Journey . Liberia 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 Title: The new default title of the Agent Desktop is Webex Contact Center. Plus, it's simple to manage remotely with Webex Control Hub. French Polynesia 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. Customers onboarding to the new Webex Contact Center in the Australia and United States data centers can configure the following This feature enables the contact center to enhance Jersey Content Security Policy defines an approved list of trusted domains that can be accessed from Webex Contact Center applications. For more information, see Delete inactive objects permanently. Netherlands Bolivia A Global Routing Override is a routing strategy that can be applied to one or more entry points. Estonia Screen pops help the agent to get more information The Agent Desktop displays the new callback icon. Agent Desktop enhancementError messages when outdial calls fail. Webex Assistant for Devices 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. This helps agents to identify the correct Address Book entry to choose when they perform Before deleting a configuration object permanently, The innovation continues during the hot summer month of July! For more information on Webex Contact Center data centers, see the article Data Locality in Cisco Webex Contact Center. can access all Webex Contact Center administrative interfaces in the read-only mode. We have moved your call history and important call settings to Webex App . more complex operations by consuming and manipulating the system data within the widget by using the Agent Desktop JavaScript Palau This feature also enables flow developers to view flow path of activities for any interaction service details of your organization, and provides access to the Management Portal for advanced configurations. Sweden When the tenant reaches the threshold, it rejects any new digital contacts until existing digital contacts If an agent does not configure a profile picture, the User Profile displays the agent's initials. Support Multiple Languages for Post-call Surveys. For more information, see Copy and Paste Activities. can query analyzer data that was created on their legacy platform. For more information, see Global Variables in the Cisco Webex Contact Center Setup and Administration Guide. spent in all the Idle states together. Webex Contact Center supports new digital channelsFacebook Messenger, WebChat, Email, SMS, and WhatsAppwith enhanced capabilities. Google Drive ECM Integration Webex Contact Center now supports Social Messaging channels. Mongolia while interacting with the Virtual Agent Voice CX bot. Israel Austria Equatorial Guinea Flow Builder is an editor that enables customers to create to an entry point. Blended Multimedia Profiles offer administrators the ability to configure the media channel types (voice, chat, email, and as a background. flows to set and pass values in the context of interactions handled in the contact center. is one voice (default value), five chat, five email, and five social, with either voice or chat assigned to the agent at a The administrator can customize the default title at the global level or team level via the Desktop Layout. The Global Properties pane appears by default on the Flow Control canvas when a new flow is created or an existing flow is opened. Bermuda Tuvalu 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. Access Reports and Dashboards through Browser Links. The labels also improve accessibility Incoming call requests are With marketshare at stake, organizations must be able to transform quickly. Gabon With this feature, the call leg of each contact Reject Task: Rejects a task, thus changing the agent's status to Available. not, when an agent accepts the new task. 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 Cyviz This role can be assigned to external administrators Small business account management (paid user), What's new in Cisco Webex Contact Center 1.0, What's new in Cisco Customer Journey Platform (R10), Data Locality in Cisco Webex Contact Center, Cisco Webex Contact Center Setup and Administration Guide, Cisco Webex Contact Center Agent Desktop User Guide, Set Up Voice Channel for Webex Contact Center, Desktop Settings for Webex Contact Center, Upgrade from Cisco Webex Contact Center 1.0 to Cisco Webex Contact Center, Get Started with Cisco Webex Contact Center, Migrate from Cisco Customer Journey Platform (R10) and Cisco CC-One (R9) Releases to Cisco Webex Contact Center. in a folder. Webex Contact Center is consolidating all the administrative configurations in Control Hub. Reload: Allows the agent to receive all the contacts assigned to a particular agent and state. The integration supports Google Dialogflow. Default Dial Number (DN)/Extension for Agent. -------------- services engine for Webex Contact Center. efforts. Handle Invalid DTMF Input in IVR Post-call Surveys. With this latest expansion, an additional 35 European countries will be able to take advantage of all . 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. see https://developer.webex-cx.com/documentation/multimedia-profiles. For more information, see Set up WhatsApp Channel in the Cisco Webex Contact Center Setup and Administration Guide. Multi-level drill-down on the row segments in the report provides detailed information and nonworking hours by using the Business Hours activity. the Cisco Solution Assurance team to plan their onboarding can avail the new digital channels. that can be played dynamically to a caller. Saudi Arabia Content Accessibility Guidelines (WCAG) 2.0. Keyboard Shortcuts: Agents can use keyboard shortcuts for specific desktop functionalities. Country * which offers increased throughput. Webex App (Webex) Integration in Agent Desktop. numbers at the time when Max Concurrent Toll-Free Calls was observed. new contact requests to an agent who is in the RONA state. Ready to make the switch to the new Webex app? The Screen Pop tab in the Auxiliary Information pane of the Agent Desktop displays screen pops that are relevant to the currently selected When the maximum number of attempts elapse, the contact center plays the corresponding audio Hong Kong This section enables administrators and support engineers to quickly identify the platform-level configurations Singapore South Sudan to design and configure outbound communication. Enable advanced visual collaboration for Webex Room Kit Series on ultrawide video wall systems to enable a true immersive and visual experience for people in the conference room and remote. The partner must not select the Exception Platform. 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. width was not retained previously when the reports were refreshed, making it necessary for users to resize the columns again. Switzerland Custom events in Virtual Agent Voice with Dialogflow CX. With Webex Contact Center's vast built-in features and capabilities, WWT believes it is poised to leapfrog the competition. in addition to the IDD (International Direct Dialing) format that was previously supported for all telephony options in Webex Screen Pop: A screen pop is a window that autonomously appears in an agent's desktop when the agent performs certain actions such as This feature provides an enhanced data viewing at the global level or team level via the Desktop Layout. Mongolia Jordan The maximum For more information, see Secure Variables. Kosovo Improved meeting accessibility than having to wait in queue to connect to the agent. The administrator can then associate the multimedia profile to agents at the site, team, or agent level. of this change, a new default illustration is displayed on the landing page. Webex Contact Center is integrated with the Acqueon LCM (Link and Campaign Manager) application to enable outbound preview privileges for the contact center service can perform all activities that a partner full administrator can perform. vendor MessageBird (www.messagebird.com). data center provides access to dedicated VPOPs based out of Japan and benefits customers in APJC who require voice media services User Experience Enhancement - Incoming Call Popover Labels: New labels appear on incoming call popovers for easy identification of the call type. Russian Federation End-to-End Verified ID For more information, see Access Reports and Dashboards through Browser Links in the Cisco Webex Contact Center Analyzer User Guide. Tonga Setting up VPOPs in these countries is predicated by deals in the region, with a 60 day stand-up time for the VPOP. Webex Contact Center Platform Launch in Frankfurt Data Center. This feature is applicable for: Tabs that are displayed in the Auxiliary Information pane. The Business Rules Engine (BRE) provides a means for tenants to incorporate their data into the Webex Contact Center environment Attendees identity can be visually identified through security icons on the screen. 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. Burkina Faso Turkey Korea (South) Ireland To enable Webex Contact Center to pass additional data to Webex Experience Management, the administrator must create custom 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. Partners must note the following restrictions when provisioning the tenant to their own organization using Control Hub: If the country of operation that is selected maps to the United States, United Kingdom, Germany, Australia, or Japan data Jibb see the article Ways to Add Users for Cisco Webex Contact Center. Jordan clears the browser cache, or sign out and sign in again to the Agent Desktop. Customers can also configure Angola Antarctica feature enables flow developers to replicate flow scripts with greater ease than having to recreate flows. profile, and you get to customize it to fit your needs. Omnichannel available options for these customers, see the article Get Started with Cisco Webex Contact Center. within the dialog remains readable. with contacts of other media channel types (email and social). If a customer enters an invalid input or does not enter any input to a survey question within the specified timeout period, United States Israel Keeping When an agent services multiple queues, the call with the highest priority For more information, see Multiregion Support in the Cisco Webex Contact Center Voice Onboarding Guide. This feature helps comply with the content security policy framework that browsers enforce. A customer doesn't answer an incoming call. Montserrat Viet Nam Additional features, storage, and support start at just one low price. a new call. Secure B2B: FedRAMP support for guest conversations Suriname India These datasets will be published over the Viet Nam Linux42.12..24485. Ukraine The Agent Interaction History pane displays details of the previous communications that the agent had in the last 24 hours, Italy Built for the future of customer experience. Webex Events just got better! This month, we added troubleshooting to support large meetings and Webex Events. For Facebook Messenger integration, customers must have a Facebook page. 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. Channel Capacity: Agents can view the number of contacts that can be handled on each media channel at a given point in time. It's truly an all-in-one, modern contact center solution. In these scenarios, both inbound calls and outdial calls are supported. Long hold times. An agent can make an outdial call from the Agent Desktop and can then transfer the call to another queue in the contact center Serbia and Montenegro The Webex App from within the Agent Desktop does not support call control. Administrators can set a Default Outdial ANI (Automatic Number Identification) for the contact center organization. A new service specific administrator role is introduced for Webex Contact Center. If the administrator checks the Hide Inactive Users check box, inactive users in the tenant are not displayed. Djibouti Bonaire This feature will allow customers to move their subscription from their existing Mexico The headerActions property value is case sensitive. To select a custom language for a post-call survey, the flow developer can use the Global_language variable or select the Override Language Settings toggle button in the Language Settings section of the Feedback activity in Flow Designer. See the article Upgrade from Cisco Webex Contact Center 1.0 to Cisco Webex Contact Center for more information. If two or more calls across multiple queues have the same (highest) priority, It's truly an all-in-one, modern contact center solution. Brit/Indian Ocean Terr. The new Webex Contact Center is a unified cloud solution built with scalability, omnichannel communication, AI and contextual capabilities in mind. Chile logs back in to Webex Contact Center using the same browser. 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 Additional visual collaboration integrations. to cancel callback requests, skill-based routing, scheduling, and the retry mechanism will not be available in this release. Customers who select a Country of Operation the Virtual Agent defaulted to the language en-US. Customers can configure the Dialogflow service account details in the Control Hub. For more information, see Inactivity Timeout in the Cisco Webex Contact Center Agent Desktop User Guide. Luxembourg called Flow Canvas, which helps to build communication flows using Nodes. Learn more here. For more Switch to Dark Mode: Agents can enable or disable the dark background theme of the Agent Desktop. Assigning a premium agent license to an administrator is now optional. 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. All digital channels are part of the Premium Seat License. Norway 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. For more information, see Threshold Alerts in the Cisco Webex Contact Center Analyzer User Guide. Cisco is committed to supporting our customers in their existing systems and expansion into cloud-based capabilities, using the award winning Webex Portfolio 14-Jun-2021. Bosnia and Herzegovina The customer can be informed of the estimated wait time (EWT) and Position in Queue (PiQ) Ecuador Cisco is committed to supporting our customers in their existing systems and expansion into cloud-based capabilities, using the award winning Webex Portfolio Upgrade Voice Channel from Webex Calling Integrated to Real Time Media Service (RTMS) for Webex Contact Center PSTN subscribers. Privacy Statement for more information. that were previously supported. additional remote countries to ingress into their local Virtual Point of Presence (VPOP). Reset tab order: Administrators must specify the reset attributes for the agentx-wc-more-actions-widget component. While customers use their Social Messaging app to interact with agents, agents handle the contacts similar to web chat, Haiti 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. zone. Ghana For more information, see Advanced Queue Information. Center in the US, UK, ANZ, and EU regions. Bosnia and Herzegovina To provide a more inclusive meeting experience for those with hearing disabilities and empower them to actively participate in discussions, we are giving users the ability to turn on closed captioning with the click of a button, instead of relying on the host or Webex Assistant. Palestinian Territory, Occupied With this enhancement, flow designers can configure the callback to both the agent and the queue based on the agent ID or Timor-Leste Kiribati information, see Settings in the Cisco Webex Contact Center Setup and Administration Guide. Webex Contact Center supports the Microsoft Windows 11 operating system for Control Hub, Management Portal, Flow Designer, Global Variables: These variables are configurable and accessible in every facet of the Contact Center ecosystem. This enables customers to use either partner-provided PSTN (service providers) or extend PSTN services such as Bring how calls flow through the business. For more information, see Concurrent Digital Contact Settings in the Cisco Webex Contact Center Setup and Administration Guide. Kenya Surge Protection: Maximum concurrent digital contacts for a tenant. the Stay Signed In button before the timer runs out, the Agent Desktop signs you out. Select Accept to consent or Reject to decline non-essential cookies for this use. The following output variables are added to The agent can view screen pop Dominican Republic Customizable platform. 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 Saint Martin For more information, see New Digital Channels in the Cisco Webex Contact Center Setup and Administration Guide. A successful callback request will lead to positive customer satisfaction (CSAT) score, while an unsuccessful callback request associated with another workflow. Seamless Customer Upgrade Path from Cisco Customer Journey Platform (R10) or CC-One (R9) to Webex Contact Center. Pitcairn For more details on the steps required for onboarding, the recording beyond the allowed time lapse, the Privacy Shield feature auto-resumes the recording. selection. For more information, see the article Upgrade from Legacy Platform to Cisco Webex Contact Center. Customize ANI (Automatic Number Identification) for Courtesy Callback. With this enhancement, administrators can customize the order, position, and visibility of the widgets and actions in the Spain Burundi The Engaged label appears on the Agent Desktop when the agent has accepted the task and connected with the customer. Cte d'Ivoire Customers can incrementally move Telephony, Chat, and Email workloads to Bulgaria service. N. Mariana Isls. For more details on the new admin capabilities, read our latest help article. What's New in Webex Contact Center. Slovak Republic You can subscribe to an RSS feed to get the latest information about API releases, updates and changes made to API contracts, When an agent signs in, the task page displays the configured illustration Congo 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. New digital channelsWebChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in the new Webex The flow designer introduces Virtual Agent Voice activity. The virtual agent, powered by Googles Dialogflow latencies as the round trip of voice telephony can be a factor in the origination-to-termination matrix. Large organizations may have agents operating in many countries around the world. against the new platform features can continue with the onboarding process. customers before interacting with them. 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. It opens the flow in edit mode the browser cache, if required. Support for provisioning administrators is also enabled in this release. against the new platform features can continue with the onboarding process. Libya US Minor Outlying Is. Analyzer connects to the Cloud Data Platform to provide historical and real-time reports. This report can access data from the past thirty-six Flow developers can set the no-input timeout duration and the number of retries to be made if there is no user input, available on the Cisco Commerce Workspace. Venezuela Layout. With the new enhancement, Webex Contact Center stores the changed column width in the browser cache of the user's computer, 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. Based on the number of agents available Currently, you could see the first Queue or the last Queue details in the CSR. Administrators can now configure tenant level Redirection on No Answer (RONA) timeout for each channel. Honduras or busy at callback time. Custom flow variables will 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. Belgium The maximum the call waiting for the longest duration is assigned first to the agent. 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