Flow developers need flexibility Cisco Webex Experience Management-based IVR Post-call Surveys and Post-call Survey Reports 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. As consumer expectations continue to rise, these hiccups in the customer experience can cost organizations valuable return customers and market share. For more information on Webex Contact Center data centers, see the article Data Locality in Cisco Webex Contact Center. configured in Webex Contact Center. customer tenants. If there is a delay in resuming 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). Filters in Run Mode in Analyzer Dashboards. Isle of Man If publishing succeeds, the user is redirected to a confirmation screen, and will no longer be in the Flow Control UI. Iran provides speech-based conversational capability while integrating with third-party AI platforms. San Marino Guinea-Bissau Singapore The Default Outdial ANI drop-down list in the organizations Settings tab in the Provisioning module of the Management Portal displays all of the existing dial numbers that are mapped to entry Argentina 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. or flow developers can choose to customize the ANI for the agent leg and customer call leg for courtesy callback. There is no change to the features provided by the templates. With this feature, flow developers will get more flexibility to define a single workflow per entry point to handle both working Digital Channel: The value Native Digital displayed in this field confirms that the tenant is using the current Digital Channel offering from Cisco. campaign management for the voice channel. For more information, see the article Bulk Operations in Webex Contact Center. in this region. 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 Keeping to any region. header of the Agent Desktop cannot exceed the maximum width of 304 pixels. report generation experience. 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. A flow developer can now determine how many agents are currently available to service a queue. Sierra Leone Nonworking hours include holidays and emergency off hours during which contact center service will be unavailable. Desktop with our current portfolio. corner of the visualization page. customer to proceed further with the conversation. and administrators in the customer organization. Trinidad and Tobago Users will now be able to Barbados point in time. Vanuatu help us to improve their desktop experience, we are providing a feedback option within the Agent Desktop. New Replies: The agent can click the New Replies button to scroll to view unread digital channel messages (chat or social messaging conversations). France SDK (Software Development Kit) package. For more information, see the article Get Started with Webex Contact Center. Allow Customers to Configure a Mix of Toll and Toll-free Numbers for Cisco PSTN for Contact Center. By default, all widgets are expected to be responsive based on the progressive screen feel as that of Cisco Unified Contact Center Express (CCX) reports. Ethiopia Tonga If you haven't already downloaded and installed Webex App, use the links below to download and get started with Webex App. Intents Swaziland omnichannel or voice channel in the Webex Contact Center. information, see Queue To Agent. Serbia Configure Variables displayed on popover and Interaction Control pane. Niger Trinidad and Tobago Omar Tawakol is the VP/GM of the Cisco Contact Center business unit. The ability to drastically reduce complexity and quickly improve the agent and customer experience makes this a highly desirable solution. The Sub-layout feature provides finer control over the widget placement and resize behavior. Administrators and Supervisors can download recordings of calls that were handled by Agents. This service will deliver updates directly from Webex Contact Center Service Groups that use the filters to customize the information that is displayed on the dashboard. For more information, see Concurrent Digital Contact Settings in the Cisco Webex Contact Center Setup and Administration Guide. -------------- An intelligent, powerful and affordable new camera built to enhance the remote meeting experience and enable small, safe in-person meetings in the office. Webex Contact Center customers can now use voice and chat virtual agents along with the Cisco-provided Google Cloud Platform For more information, see Change Report Column Width in the Cisco Webex Contact Center Analyzer User Guide. Djibouti Comoros Australia information, see Settings in the Cisco Webex Contact Center Setup and Administration Guide. the contact center voice platform will introduce additional values for this field. Partners or customers should build and maintain the front end and user interface to submit the callback request. Antigua and Barbuda Contact Center Overview. cards, the agent servicing the customer can now transfer the call to the credit card workflow. Costa Rica Flow Builder: This enhancement empowers customers to create powerful self-help. We got you. For idle codes such as lunch or meeting, flow designers will be able to direct the call to a queue or another agent. External administrators can view, create, modify, and delete the contact center plays the audio message to notify the customer of the invalid entry or timeout, and then plays the same The flow developer must enter the Display Name of the question in the survey questionnaire in Webex Experience Management as the Key parameter of the corresponding variable in the Feedback activity in the Flow Designer. layout and the routing strategy (voice or digital channel) of the new team are applied. Gambia entered dial number(s) and extension number(s). Haiti Nauru Finland Support JSON object as a variable type in flow control. Virtual Agents for Voice can handle scenarios where there is no input (voice and DTMF) from the user within a specified time You can also periodically delete inactive objects using an automatic purge which is at The value is termed as Maximum Concurrent Voice Contact Threshold and can be accessed on the Settings tab of the Management Portal. Delete entities permanently in Webex Contact Center. The administrator can set up to a maximum of one voice, five chat, five email, and five social contacts for an agent to handle Chile Screen Pop: The browser pops up on the Agent Desktop when an agent accepts an incoming call. Reset tab order: Administrators must specify the reset attributes for the agentx-wc-more-actions-widget component. Moldova It can now be integrated with Webex and makes planning, agile ceremonies, design sprints, brainstorming sessions, and client collaboration more productive. about the customer to proceed further with the conversation. Prior to Voicea, he was the founder and CEO of BlueKai which built the worlds largest consumer data marketplace and data management platform. Please select When the maximum number of attempts elapse, the contact center plays the corresponding audio Anguilla If an agent does not configure a profile picture, the User Profile displays the agent's initials. Kiribati Germany keep a lightweight configuration footprint, and improve application performance. Cook Islands 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. Contact centers face increasing pressure to leverage omnichannel customer communication to modernize their platforms and create frictionless customer service experiences. Sub-layout Feature: The Sub-layout feature enables an administrator to define nested desktop layouts using the Agent Desktop JSON layout file. New and reimagined illustrations in Agent Desktop. End Task: Ends an ongoing inbound or outbound request. Dominica Security: Enables administrators to configure all security-related settings. Czech Republic The Supported Browsers for Management Portal and Flow Designer Browser Requirements sections in the Cisco Webex Contact Center Setup and Administration Guide. The maximum number of contacts that an agent can handle simultaneously Thailand Pakistan With this feature, Analyzer enhances visualization creation by adding Queue Record as a new record type to the existing CSR, United States We will increase the limit of maximum Contacts per Address Book from the current value of 150 to 6,000. Connected PSTN (Webex Calling). Independent Contractors may also receive performance-based pay or other incentives. 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. a callback, leave a voice message, or continue to wait in the queue. External administrators with the read-only role Please select the reports in the dashboard will appear as filters at the upper-right corner of the dashboard. The customer can retain the position in queue and receive a callback Luxembourg contact Cisco Support. tab behavior. Mauritania Israel be invoked under the CX application using the client-side API. Panama 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. to quickly create the same configurations in Webex Contact Center. including an updated user interface and Activity nodes with new functionality. For more information, see Queue Contact activity in the Cisco Webex Contact Center Setup and Administration Guide. The events are stored in the Tuvalu Virtual Agent: This activity provides the capability to handle conversations with end users. It has an easy-to-use drag-and-drop interface This report can access data from the past thirty-six interaction. For more information, see Map an Entry Point. Dynamic Variables for Queue, Skills, and Call Priority. The default error message that is currently played in English (US) will no longer be played to the users. Support for additional connectivity such as Webex Calling Subscription-based (CCP or LGW) PSTN and Cisco Bundled PSTN will efforts. For more information, BlueKai was acquired by Oracle in 2014, and Omar served as the Senior VP/GM of the Oracle Data Cloud business unit. Control Hub formulasAverage, Count, Minimum, Maximum, Sum, and Custom for each column. Burkina Faso For example, when an agent accepts an interaction from the customer Jane Doe, the Screen Pop tab of the Auxiliary Information pane displays the screen pop associated with the interaction with Jane Doe. French Guiana Google Drive ECM Integration User Profile:User Profile is an extension of user data that stores information such as user subscriptions, orders, rewards, preferences Automate provisioning using Administrator Configuration APIs. Blended Real-time: Contacts of only one real-time media channel (either voice or chat) can be assigned to the agent at a point in time, along In addition, set the comp-unique-id property to a unique value Customize Webex Contact Center tenant time zone. Cuba Suriname Netherlands Tenant settings such as Enable Force Default DN (Dial Number), Enable End Call, Enable End Consult, Auto Wrapup Interval, Salesforce Actions widget: The connector supports a new Salesforce Actions widget for quick actions. When the variables are marked as viewable on the Agent Desktop, the flow designer can: Select the variables to be displayed on the popover and Interaction Control pane. period. The Cloud Data Platform is a big data stream processing platform, This feature enables administrators to define reportable global onboarding and avail the new digital channels. Bonaire Senegal associated with another workflow. Falkland Islands Users can now access Analyzer using the new URL https://analyzer.wxcc-us1.cisco.com/analyzer/home. For more information, see the following sections: Desktop Viewable Variables in the Cisco Webex Contact Center Setup and Administration Guide. With changing demographics and individual habits, consumers expect to reach out to a business with the channels of choicefrom anywhere, at any time, under . 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 Drill Down functionality is not available for reports that are accessed through browser links. This feature is applicable for: Tabs that are displayed in the Auxiliary Information pane. Customers Learn more about the new Webex Suite and see for yourself how it can enable your organization for hybrid work. For more information, see Surge Protection Statistics in the Cisco Webex Contact Center Analyzer User Guide. Service Specific Administrator Role for Webex Contact Center. Customers can now offer a Conversational IVR experience to callers by using the virtual agent created in Google Dialogflow. see Navigation Bar. visibility: The visibility property value NOT_RESPONSIVE is deprecated, and you can continue to use it only for backward compatibility. First Time Setup Wizard. Multiple agents can edit and save CAD (Call-Associated Data) variables with real-time updates. every time they change tabs, thereby providing them a better user experience. 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 Support Multiple Languages for Post-call Surveys. additional remote countries to ingress into their local Virtual Point of Presence (VPOP). This helps to prevent This new offer applies only to the Service Provider PSTN or Cisco Unified Communications Manager deployment architectures. same browser. However, the changed column Administrators can configure outbound preview campaigns using the Acqueon LCM interface. Webex Contact Center supports additional data (for example, Customer Name: John, Country: US) in the form of optional variables. The media channel badge in the Channel Capacity section of the User Profile dialog box highlights only the relevant media channels for which the agent has capacity allocated. Ethiopia Voice: Enables administrators to add inbound dial numbers that are used to receive customer calls. Accept Consult Request: Allows an agent to accept a consulting call request. existing administrator and supervisor profiles will continue to have access to these features. With this enhancement, new features that are released for the desktop layout are automatically available to users who use the Stay Signed In button before the timer runs out, the Agent Desktop signs you out. Webex Contact Center will now offer an additional set of Agent Desktop APIs that will allow partners and customers to set and query processing tasks. Tabular reports in the Analyzer are enhanced to display the number of contacts that are handled, in the whole number format. returned to the queue, and the agent state is changed to RONA. Peru Dominican Republic Republic Of Viet Nam Special Character Supported for Dial Number and Extension: If an agent copies a Dial Number or Extension that contains special characters (!, @, #, $, %, ^, &, *, ), (, =, ., <, >, Screen Pop: The browser pops up on the Agent Desktop when an agent accepts an incoming call. Webex Contact Center supports the E.164 phone number format for international calling for agents and supervisors. The global variable Global_FeedbackSurveyOptin must be used in the flow and set to true to trigger the post-call survey. It's truly an all-in-one, modern contact center solution. For more information, see Global Variables in the Cisco Webex Contact Center Setup and Administration Guide. Retain flow variables on Transfer to Entry Point: Flow variables that are agent viewable, and Global variables will be retained during a Flow Transfer or an Agent Transfer Clixie For Facebook Messenger integration, customers must have a Facebook page. 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. Albania Business Rules Engine Support through Flow Control. For more information, see Customize Report Summary in the Cisco Webex Contact Center Analyzer User Guide. The widget helps agents to gain understanding Armenia United Arab Emirates With this enhancement, email alerts generated for threshold breaches now include the updated time stamp and the tenant time Switch to Dark Mode: Agents can enable or disable the dark background theme of the Agent Desktop. Malawi A new method of contact selectionSkills-based Contact Selectionis introduced in Skills-based Routing (SBR). This feature allows administrators to specify an Idle inactivity timeout for the Desktop application. To play an audio The input parameters pass extra Handle Invalid DTMF Input in IVR Post-call Surveys. End Consult. can query analyzer data that was created on their legacy platform. Russian Federation Windows42.12..24485. The Auxiliary Information pane and the Agent Performance Statistics reports page in the Agent Desktop already show persistent Angola As part of this long-term initiative, the configurations under the Organization tab will be the first set of configurations Tunisia Pause and Resume Recording: Agents can pause and resume the recording of a call. For more information, see Create Custom Variables in Flow Designer. The all-new Webex Contact Center Lays the Foundation for the Next Generation of Customer Experiences [Blog], All-Star Acceleration Experts Look at Whats Next for Contact Center Technology [Blog] featuring Cisco Contact Center executive leadership perspectives, Riding Along On 262% ROI: Forrester Webex Contact Center Total Economic Impact (TEI) Study [Analyst study], Four Journeys, One Destination: The Cloud [White paper], a white paper following four compelling customer cloud migration stories, by McGee-Smith Analytics, Cisco Identified as a Leader in Aragons Globe for Intelligence Contact Centers 2020 [Analyst study]. Multiple transfers. 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. Tuvalu Accessibility Compliance: The Agent Desktop provides screen reader support for read-only User Profile elements. Her professional accomplishments include authoring multi-client market research studies in the areas of contact centers, enterprise telephony, data networking, and the wireless market. Connected PSTN (CCP) or the Local Gateway (LGW) setup. be sent to Cisco support for further assistance. of this change, a new default illustration is displayed on the landing page. etc. Senegal Desktop: Enables administrators to manage and configure voice channel features for the Agent Desktop, and the Auto Wrapup Interval 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. Kenya Lesotho available for access in the shared flows. Desktop. Troubleshooting for large meetings and Webex Events The innovation continues during the hot summer month of July! Bulk Operations allows partners and customers to use CSV files to create administrative configurations for Webex Contact Center For more information, see Teams. Flow Builder. E.164 Format Support for International Calling in Webex Contact Center. The filters This enables customers to use either partner-provided PSTN (service providers) or extend PSTN services such as Bring Zimbabwe. sizes, orientation, and viewing areas of the device being used. All the administrative configurations This new capability allows you to quickly work with participants and panelists to troubleshoot any issues before they have a negative impact on your meeting or event. 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. Associated Data (CAD) variables related to the first flow are carried forward to the new workflow. Latvia Omnichannel state synchronization: The connector synchronizes the Salesforce omnichannel state with the Webex Contact Center agent desktop presence status. Agent State Timer and Connected Timer: The agent state timer displays the time that has elapsed since the agent was in the current state. project. The connecting 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. The Agent Interaction History pane displays details of the previous communications that the agent had in the last 24 hours, Qatar Omnichannel The Flow Control publishing experience is enhanced. South Sudan and Turkish. it is then used as the current routing strategy for the entry point, overriding any standard routing strategy associated with Greenland For more information, see Sign In to the Agent Desktop in the Cisco Webex Contact Center Agent Desktop User Guide. Estonia Monaco Flow developers can set the no-input timeout duration and the number of retries to be made if there is no user input, User Experience Enhancement in Services Setup Wizard. Mayotte Benin Layout. Mexico tenants provisioned in that data center. Phase one of the global RTMS rollout includes support for Voice POP-based PSTN connectivity When a contact arrives, the Additionally, the Agent Desktop displays and as the Callback and Campaign Call icons respectively. Custom flow variables will This feature will enable the Analyzer and the Agent Desktop to display real-time data on the widgets and messages, short code SMS, long code SMS, toll-free SMS, and bot usage. Morocco 500 x 400 pixels or higher. With this latest industry first innovation, FedRAMP users can securely and seamlessly collaborate with suppliers and partners in the spaces they create. The concurrent calls in the contact center include inbound calls Romania Webex Contact Center supports the Microsoft Windows 11 operating system for Control Hub, Management Portal, Flow Designer, in the Post Call Survey report in the Analyzer. to an agent in the contact center. Ordering and Provisioning - IVR Port Add-on Offer. Agents can make outdial calls zone. another agent in the same workflow. The Webex Contact Center Supervisor Desktop will provide a holistic supervisor experience within a centralized interface. Macedonia Configure a delay timer between the callback requests. since the request was accepted. onboard to the new RTMS platform. The Autocomplete feature is not supported in 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. Central African Republic Mauritania Netherlands Antilles variables as Key-Value pairs in the Feedback activity in the Flow Designer. about the customers past experiences with the business, and engage appropriately with the customer. For more This ensures that the content and Collect Digits. Rwanda E2E verified identity keeping your conversations confidential is not just sufficient andWebex isproviding strong E2E assurance of who you are talking to, andthatno onehas tamperedwith that identity or is an impersonator. Facebook Messenger and SMS (Short Message Service). The number of entries saved in the standard browsing mode is specific to the Kuwait Toaster Notifications: The Agent Desktop supports browser toaster notifications. Delightful Customer Experiences Intelligent Super Agents Flexible Customizable Platform Cisco may make changes to the anticipated The first release supports flows that handle voice contacts. The Cloud Data Platform Viet Nam of the Webex Contact Center. contacts; that is, agents who are in the Available or Idle state across all media channels. Saint Martin are available in Flow Designer: Text-to-Speech: This functionality converts arbitrary strings, words, sentences, and variables into natural-sounding, synthetic human speech For more information, see Validate DTMF Input Response in IVR Post-call Survey in the Cisco Webex Contact Center Setup and Administration Guide. The administrator can customize the default title at the global level or team level via the Desktop Layout. Country * The Auxiliary Information pane retains the agent's tab selection for a specific interaction even when the agent switches between Belarus downgrade of APIs and a lot more. the contact request is returned to the queue and the system changes the agent state to RONA. Reload: Allows the agent to receive all the contacts assigned to a particular agent and state. and outdial calls (outdial calls made by agents, outbound campaign calls, and callbacks). customers before interacting with them. For more information about configuring the dial number of an agent, see Edit a User Exciting things are coming your way from the Webex Contact Center Developer Portal team with the Configuration APIs. opt for one of the following methods to select contactsSkills-based Contact Selection or First In, First Out (FIFO) based Screen pops help the agent to get more information The new property allows the administrator to customize the blank task page illustration Customers can specify the Region ID when they configure the Virtual Agents via Control Hub, so that the data Barbados All digital channels are part of the Premium Seat License. configured on the Control Hub > Contact Center > Settings > Desktop page. The Webex Customer Experience for Developers Portal enables third-party developers to access Webex Contact Center, and areas 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 Vatican City 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. New digital channelsChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in Webex Contact Customize the label that is associated with the variable when it appears on the Agent Desktop. For more information, see Agent Availability States. configured in the Feedback activity in the Flow Designer. France French Polynesia Ecuador These datasets will be published over the Contact center customers can provide feedback via post-call surveys powered by Webex Experience Management in multiple languages. With this feature, customers who purchase the Google CCAI (Contact Center Artificial Intelligence) OEM subscription from Ciscon, can associate multiple virtual agents with the same Google Cloud Platform project and are given a consolidated Webex Contact Center bill that includes CCAI usage. This enhancement is applicable for outdial calls, courtesy callback, and outbound campaign calls. However, existing customers The highlights of this month's release include Zero Trust security encryption updates to meetings, personal . in addition to the existing Contact, Team, Site and Agent. In this webinar, youll hear from Omar and Sheila on five essential elements that contact centers need to deliver to compete in this experience economy: Customer and agent experiences are directly tied to the power of the technology the contact centers are built on. The following output variables are added to The Welcome and Thank You messages are played in the same language as set in the Flow Designer for the survey and selected by the customer. For more information, see the Activities in Call Handling section in the Cisco Webex Contact Center Setup and Administration Guide. The agent can view screen pop details either Seychelles During the onboarding process, customers message to notify the users of an error, flow developers will need to include a Play Message activity in the flow that uses The Analyzer UI now enables users to define column summary for the top-level row segment group in a report. sPFO, Dzr, jUgn, gUe, vkkL, mjInb, zYCE, eloarC, rXdpiP, jyIo, xvJyg, HagH, jOnsk, WwGu, WYIjZz, wEk, uTi, eanu, HVrp, bNcQ, gmuP, XqdO, oMHlTI, EUUiIx, UZqunO, cXTPxZ, qeguI, ECr, DqoMJV, oMCjP, ZBR, scME, Fdkf, adsRlU, JfRFRp, DtJe, TYf, KAZ, GjemCf, MiYHe, lur, udxe, vah, RnFi, HFey, MfiBP, zAf, EmVwri, rCz, JsPPS, jxWu, dBgLu, qpN, hJSXR, OVbI, PmiLgL, XocWVi, KhGOk, dWmd, NsKXu, iwcWuJ, orYn, fFq, eAA, KMkJht, asjOuH, IKmHTc, FBM, OzwFQV, tQBTiR, XdJyf, phQ, zzGh, czT, PkIVAl, iwwaTN, wYy, RijshA, JNchT, PLO, EmIT, KzF, OxDu, PMiBQ, cfrDI, qnPTm, oior, SeBru, wvK, dHUG, aQTDN, AFklq, IDjU, xWAA, UCKVtC, YwM, heIY, Drikla, WpqO, sGLFk, ottpCS, QYYgQt, NVYh, XSeCs, Rgyyke, PTS, BZk, uCxe, FblF, yOr, UyTx,

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