When you export historical report data to Microsoft Excel that includes date and time in the hh:mm:ss format, Excel displays In the Historical Reports module, occasionally the parameters for a customized default report are not saved after you log window while the call is on hold, the system automatically takes the call off hold. Note: PIQ/EWT node can currently be used only after the Queue Task Node. Open the Portal > Routing Strategy > Flow page. The goal is to get several emails in queue. Close both the Desktop and the browser after you sign out of the system. in after system restart. Include the time that the issue was first observed. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com When exported to CSV format, data in the Agent View of a current snapshot agent report displays incorrectly. From the Internet Explorer Tools menu, disable pop-up blockers. You cannot delete this layout. Your agent softphone is not ringing, but the Desktop status bar displays Not Responding. You can create a custom layout for one or more teams. Custom Layout: A layout that provides a customized desktop experience. This is because a comma separates the day These branches get triggered based on return status and values of EWT and PIQ. Note: There is a default call activity report that installs with Cisco Webex . Contact your Webex Contact Center administrator. Copy the existing flow Flow2 and edit the copied flow - name it Flow3; Edit the flow to go into flow designer. The URLs for the Management Portal are specific to your region. Webex https://admin.webex.com Webex Contact Center Management Portal Url https://portal.wxcc-us1.cisco.com https://portal.wxcc-eu1.cisco.com EU https://portal.wxcc-eu2.cisco.com APJC https://portal.wxcc-anz1.cisco.com URL https://desktop.wxcc-us1.cisco.com While you view a chart in a report or on a monitoring page, you see the following message Communication Interruption on at . Desktop: https://desktop.wxcc-us1.cisco.com\ Steps 1. If the problem occurred in the Monitoring module, the number that the supervisor was attempting to call and a call session The status bar on the Desktop displays Not Responding and your phone does not ring. If Not Responding displays in the Desktop status bar, change to the Available state and wait for the next call. Check to make sure that cookies are enabled in Internet Explorer. Here we give you the task without a step-by-step explanation the result will be the message from the Webex bot in our Cisco Live space. - Not equals Normally, data displays in half-hour intervals from midnight. Webex Contact Center bietet nun eine reihe von Agent Desktop-APIs, mit denen Partner und kunden ihre eigenen Agent Desktop mit unserem aktuellen Portfolio einrichten knnen. To see all the existing reports, click All Reports. When you escalate a Management Portal issue to Cisco Webex Contact Center Customer Support, make sure to provide the following information: The login and user name of the person experiencing the problem. - Contains Callback report API needed which will return processed (success/ failed) callback request from system. The agent needs to sign in again to view the changes. If you assign a new desktop layout when an agent is signed in, the agent must reload the page to see the new layout. application center sign in. Connect: https://cl1pod.imiconnect.io/ (where is your POD number). When Cisco adds a new feature to the Desktop Layout, the unmodified layout is updated automatically with the new features. Access to Webex Contact Center . All rights reserved. Make sure that in Internet Explorer, the Show Pictures option is selected in the Advanced tab of the Internet Options dialog box. Make sure that you entered the correct DN. Open Google Chrome and navigate to the page where the issue occurs. If you assign a new desktop layout when an agent is signed in, the agent must reload the page to see the new layout. : https://portal.wxcc-us1.cisco.com : https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com When you escalate an Agent Desktop issue to Cisco Webex Contact Center Customer Support, make sure to provide the following information: Ask the agent to provide a screen capture of the Agent Desktop screen. Cisco Webex Contact Center is a next-generation cloud contact center solution inspired by customers and architected for business. When Cisco adds a new feature to the Desktop Layout, the unmodified layout is updated automatically with the new features. If you experience audio problems with the Desktop, the following table may help to resolve the problems. Desktop-APIs: Agenten-Anmeldung: signiert den Agenten auf seinem Desktop und verhindert die doppelte Anmeldung, wenn bereits eine aktive Sitzung vorhanden ist. The updated desktop layout is automatically available to the existing teams that use the unmodified desktop layout. Call details display when the second agent answers the call. We will use the Branch node which allows you to split your flow based on conditional statements without the need to write any custom code. https://admin.webex.com Webex . After reconnecting to the system following a network interruption, you are suddenly signed out. The updated desktop layout is automatically available to the existing teams that use the unmodified desktop layout. This node provides the callers current Position in Queue (PIQ) and the Estimated Wait Time (EWT). You cannot access a module from the Management Portal, or you cannot see some entry points or queues. When you create a team, the Global Layout is automatically set as the desktop layout for the team. Webex Experience Management Account Setup Create a Webex Experience Management Connector Create Feedback Activity in the Flow Designer View Agent Desktop Widgets Webex Experience Management Account Setup For a new team, data in the agent interval report displays in half-hour intervals from the time an agent on the team logs For more information, see Create a team. Make sure the agent is logged into the agent interface https://desktop.wxcc-us1.cisco.com/ Make the agent Available by selecting the appropriate state in the upper left corner. Global Layout: This layout is a system-generated layout that gets assigned by default when you create a team. the graph area instead of near the cursor. If you experience a problem with the Management Portal, the following table may help you solve the problem. From the Navigation Apps drop-down list, select Reports. The flow developer can use these variables with flow logic to determine agent availability in a queue and route elsewhere when needed. Select the right variable from the Input Variables in the right panel. Connect exit of the first Queue Task Queued with the HTTP Request. All rights reserved. Instead, agent reports The Agent Desktop provides a single browser-based application that enables agents to interact with customers using voice, chat, or email. Make sure that the agent is in IDLE state in the Agent Desktop. The Team option is disabled. Check to make sure that you enetered the correct user name and password. - Ends with If it is not there, the task will be routed to another queue Email_Q2. Close any remaining Webex Contact Center windows and log in again. Enable Customer Experience Journey Widget 3. Learn more about how Cisco is using Inclusive Language. Global Layout: This layout is a system-generated layout that gets assigned by default when you create a team. You answer a call, but the call disconnects after 30 seconds. Log out and then log in again to see the changes. WebexCC Salesforce Desktop Report View. If a network interruption occurs that lasts for less than two minutes, the Desktop display a Reconnecting message and then successfully reconnect. Ensure that you use the correct DN and prefix. During a blind transfer, call details do not display on the Desktop of the receiving agent while that agent is in the Reserved state. You can create a custom layout for one or more teams. Bad connectivity, probably due to a network problem. This section has the bonus category where we can check how you understand this topic. Depending on the configuration of your agent profile by the Cisco Webex Contact Center administrator, you can communicate with customers through one, two, or all the three channels.. - Contains ignore case for that team can be monitored. If you close the browser window while on a call, you cannot sign in again until you complete the call. Smartsheet APIs are used as an example. Outdial Automatic Number Identification (ANI), Cisco Webex Experience Management Post Call Survey. The Desktop users using the unmodified desktop layout receive the new layout-based features when they sign in or reload the browser. You accidentally closed the browser window while on a call. Change the agent team, by clicking on Profile Settings. Look for a round Record button () in the upper-left corner of the Network tab; red indicates record in is progress and grey indicates it is disabled. Make sure you entered the correct DN and prefix. Webex. Open the Developer Tools (right-click anywhere on the browser and choose inspect ). The steps below were preconfigured for you. Outdial Automatic Number Identification (ANI), Cisco Webex Experience Management Post Call Survey. Navigate to https://portal.wxcc-us1.cisco.com/portal in a new browser tab (Private mode) Enter the Username and Password of the Supervisor created in the first lab. However, if you download the Default Desktop Layout.json file and upload it again, it is considered a modified layout even if the file content or filename is not modified. Note: You cannot change your team if you have active tasks, interactions, or incoming task requests. When you refresh the Desktop window, you are signed out and the sign-in screen displays. If you are using the Default Desktop Layout.json file without any modification, then it is considered an unmodified layout. - Equals ignore case Open Windows Task Manager and end all browser processes. format. However, if you download the Default Desktop Layout.json file and upload it again, it is considered a modified layout even if the file content or filename is not modified. Double-click the second Queue Task node and set the following options: Go to your personal email account or ask the proctor to send 2 emails with and without the Cisco Live subject. In Salesforce, click App Launcher on top left and then choose Webex Contact Center. - Starts with You should get only 1 email without Cisco Live subject. This is transient for teams that log in for the first time. Minimize the Desktop, and then restore it from the taskbar. Drag the Branch node from the nodes palette to the main canvas. In this task, you will learn how to work with the HTTP Request node. Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. Wait for 1 minute and check the auto response, you should see your PIQ. In this step, we will improve the answer by changing the message and adding the PIQ variable. The URLs for the Management Portal are specific to your region. Click the EDIT button in the upper right corner. - Not in there has been a network problem, escalate to Customer Support. The Time Value displays in two cells instead of one when exported to CSV format. You can customize elements such as logo, title, and widgets. The Desktop Layout feature allows you to configure the Webex Contact Center Desktop as per your business requirements. The URLs for the Management Portal are specific to your region. The node has three types of output flow branches. When you create a team, the Global Layout is automatically set as the desktop layout for the team. Webex. During sign in, the error message Invalid phone number appears after you click Go. Access to Webex Contact Center . Make sure that you have an access to the smartsheet table. Sign in again. Sign in as the agent in "Team1" and make the agent Available. Configure WxM connector in Control hub Part 2: Onboarding CH Agent as WxM User 1. Produkt: Webex Contact Center Operativsystem: Chrome OS, macOS, Windows 10 Till: Partner Prenumerera 04 december 2022 | 117 visning (ar) | 0 personer tyckte att detta var till hjlp Nyheter i Webex Contact Center Se vad som r nytt fr de senaste uppdateringarna i Webex Contact Center. You can collect, analyze, and present the data from various surveys as widgets on the Webex Contact Center Agent Desktop. If this does not help, end the process from the Windows Task Manager. You can create a desktop layout and assign it to a team. Webex S5/3 . Note: If Reports is not listed, click Edit > Add More Items and add the Reports. - Less than Launch pages and graphs do not display properly. The Desktop occasionally signs out agents following a network interruption. If you close the browser #CiscoLiveAPJC 2020 Cisco and/or its affiliates. Connect None of the above exit with the first (existing) Queue Task. Please ask the proctor to grand the access. https://admin.webex.com Webex . -Url . Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com Enter the email address for your Webex account. The time that the issue was first observed. - Less than or equals Sign in to the Desktop again. out and log in again. This lab includes multiple script customizations and shows how to create an HTTP Request which is needed for integration with external HTTP services (as an example it uses smartsheet and Webex APIs). step 2. This enterprise-grade platform is out-of-the-box ready, yet a fully customizable cloud contact center, from the contact center market leader. Log out of the current Webex Contact Center session. If a monitoring request is made for a team and if multiple queues use the same team for routing, any of the queue's calls Do not open more than one Desktop application at a time on the desktop. The real-time report statistics are not displayed. The supported conditions are: For the complete list of elements that you can customize, see Define a Custom Desktop Layout. Signed in agents cannot see changes made to Skill profile. The Desktop Layout feature allows you to configure the Webex Contact Center Desktop as per your business requirements. - Greater than Note: Your PIQ node ID can be different from the example above. The smartsheet grid was created. If you are using the Default Desktop Layout.json file without any modification, then it is considered an unmodified layout. Changes to the names of existing idle and wrap-up codes do not appear immediately in agent reports. 2. The Desktop status bar displays a connected state while the phone is ringing. https://admin.webex.com Webex . You can customize elements such as logo, title, and widgets. 2022 Cisco and/or its affiliates. 8. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. As an example, we are going to make the integration with the external product through smartsheet APIs. You are talking to a customer, but the Desktop status bar displays Reserved. Please follow the diagram below and call the proctor if you have any questions. Integration with Smartsheet using smartsheet APIs, BONUS TASK - Integration with Webex Teams (Alarm notification), https://app.smartsheet.com/sheets/mGxggWGV8qcxmxvgcvRmfjxqfhcCFwGg4RHmQP71?view=grid, https://api.smartsheet.com/2.0/sheets/6430831221729156/rows, Bearer MzAzYzk4ZWMtZWY4ZS00OTg1LTk3NmYtN2U3MWNlYTA0MzA1OTg2N2I1MWEtYzg1_PF84_1eb65fdf-9643-417f-9974-ad72cae0e10f, You will have to set the Queue ID in the PIQ node. For more information, see Create a team. A call ends, but the monitoring screen indicates that the call is still in progress. Drug and drop the PIQ and EWT node from the Node Palette to the main canvas. Access to Webex Contact Center . If you are unable to sign in, escalate to Customer Support. - Equals Webex . S Webex SMCrm . Ensure that you enter the correct user name and password in the sign-in screen. Check the volume setting on the phone and make sure that the ringer is set to high. Url . If not, escalate to Customer Support. Re-launching the Desktop while you are signed in may create problems. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com 2022 Webex CC Lab repository, All right reserved. Desktop Layout Create a Desktop Layout View Layout Experience on Desktop Define a Custom Desktop Layout Before You Begin Desktop Layout Overview JSON Layout Top-Level Properties Header Widgets Navigation (Custom Pages) Persistent Widgets Auxiliary Information Pane Headless Widgets Share Data from Desktop to Widgets Preview Campaign Call Screen Pop In a real-time agent report, the wrap-up count and number of entered wrap-up codes do not match. Go to your personal email account or ask the proctor to send 2 emails with different subjects to the configured email address. Connect exit Branch1 with the second Queue Task. If using a softphone, check the Microsoft Windows and softphone settings. Before proceeding with the configuration task, you need to understand the flow logic. This discrepancy occurs when an agent logs out while still in the Wrap-up state without selecting a wrap-up code. They allow you to programmatically access and manage Smartsheet data especially read and update sheets. When you resize the Agent view of a real-time agent report, tooltips for idle and wrap-up codes are sometimes displayed in Check the format of the DN that you entered and make sure that the number is valid. Check to see if the computer network cable has been disconnected or loosened. Drug and drop the HTTP Request node from the Node Palette to the main canvas. This lab will give you a detailed understanding of the workflow logic. If you do not see a message indicating that Custom Layout: A layout that provides a customized desktop experience. 1) The Webex API token is generated for you. Enable wxmConfigured flag 2. We checked that we are able to add a row through the postman acording to the. Skill Based Routing Support for Custom Verticals (Website, IVR Prompts and AI) Scenarios Scenario 1: User Provisioning Scenario 2: Cisco Webex Control Hub Scenario 3: Webex Contact Center Management Portal Scenario 4: Agent Desktop Scenario 5: Recording Management Scenario 6: Reporting and Analytics Scenario 7: Web-Based Mobile App Publish your workflow by clicking the SAVE and MAKE LIVE. Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. Instruct Check the DN (dial number), including the dialing prefix, and make sure it is correct. You should get only 1 email without "Cisco Live" subject. Step 2: Enter your username and password, and then click Login. After you save a custom report, wait 10-15 seconds before logging out. Maximize the window to display the tooltip near the cursor. Check the phone settings. In the Team section, choose the Team2 from the Team drop-down list and click Save Team Selection. Sign In Need help signing in? You cannot log in to the Management Portal. Reporting Agent Desktop Issues to Customer Support When you escalate an Agent Desktop issue to Cisco Webex Contact Center Customer Support, make sure to provide the following information: Ask the agent to provide a screen capture of the Agent Desktop screen. Check to make sure that your PC is not also running other software that Cisco Public 3 WCC in 60 Seconds The Desktop users using the unmodified desktop layout receive the new layout-based features when they sign in or reload the browser. By default, Excel displays the data in hh:mm format. You can create a desktop layout and assign it to a team. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com This IVR includes basic activities such as Play Message, Collect Digits, and Menu. Drug a second Queue Task node from the Node Palette to the main canvas. Use case: As a supervisor, I want to get the notifications in the Webex Teams if there are more then 3 email in queue (PIQ > 3). After resolving the problem, click one of the buttons on the message to change your state to Available or Idle . only the hours and minutes, and not the seconds. Make sure that the privacy setting for Internet Explorer is set to Medium. https://desktop.wxcc-anz1.cisco.com *.freshdesk.com Freshdesk https://freshdesk.com/ . End this task. If the sign in fails with the primary URL, instruct agents to use the backup Include the time that the issue was first observed. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. You can customize elements such as logo, title, and widgets. Escalate all network interruptions; report the time that the problem occurred and the number of agents affected. The Desktop status bar displays Re-connecting. Agent Desktop: https://desktop.wxcc-us1.cisco.com Click on the EDIT button in the upper right corner. from the date and time in the Login Time field. Complete the Agent configuration Part 3: Enable WxM widgets in Desktop Layout 1. The Webex Contact Center offers Self Service functionality to handle the customer requests without involving human agents. ID, if available. 2) Here is the example of the Postman request. And Columns ID were collected through API (we will need it for the API request when we will be adding a new row). Make sure you are not on mute. 2022 Cisco Systems, Inc. and/or its affiliated entities, https://dcloud2.cisco.com/instantdemo/cisco-webex-contact-center-wxcc-v4-instant-demo, https://dcloud-cms.cisco.com/help/dcloud-collaboration-contacts, Support for Custom Verticals (Website, IVR Prompts and AI), Scenario 3: Webex Contact Center Management Portal. Enhance the existing flow with an authentication piece Sign in as the agent in Team1 and make the agent Available. After 1 minute check the smartsheet table. This layout generates the agent experience on the desktop for all agents who sign in as part of that team. For the complete list of elements that you can customize, see Define a Custom Desktop Layout. - Greater than or equals Go to the agent desktop https://desktop.wxcc-us1.cisco.com. You can configure multiple branches within a single node. With that, you will be able to improve the script and do a more advanced configuration. Go to your personal email account or ask the proctor to send 1 email without the Cisco Live subject. Occasionally the message Please Refresh the Page appears in the Real-Time Reports module. display the previous code names before they were edited or N/A for a new code. Go to the agent desktop https://desktop.wxcc-us1.cisco.com. - In Self Service uses the Interactive Voice Response (IVR) system in the call flow. Change the agent team, by clicking on Profile Settings. Step 3. Too many abandoned calls are being reported. Portal: https://portal.wxcc-us1.cisco.com/portal Cisco Webex Contact Center 1.0 Setup and Administration Guide, View with Adobe Reader on a variety of devices. Create new Agent in CH 2. Monitoring session left open for an hour or longer displays a blank page or unexpected behavior. Access to Webex Contact Center . Engage your entire team of experts Webex messaging, video, and calling tools let agents and subject-matter experts work together to optimize every customer engagement. : https://portal.wxcc-us1.cisco.com : https://portal.wxcc-eu1.cisco.com : https://portal.wxcc-eu2.cisco.com APJC: https://portal.wxcc-anz1.cisco.com In the Team section, choose the Team2from the Team drop-down list and click Save Team Selection. Copy the Queue ID from the, Go back to Webex Connect and double click on the, The smartsheet API key has been generated according to the. Designed and built from its foundation as a Software-as-a-Service (SaaS) cloud solution, Webex Contact Centers best-of-breed platform architecture brings your business the innovation, flexibility, scalability, and agility of the cloud without sacrificing security (Figure 1). If the problem persists for several minutes, notify your system administrator. Escalate to Customer Support. You do not have the correct privileges to access these modules, entry points, or queues. Part 1: WxM Connector setup 1. Schedule this demo and get the lab guide: Access all available Cisco dCloud content. The Agent Desktop user interface is divided into three sections. Contribute to ciscolivelabs/wxcclabguides-1 development by creating an account on GitHub. They has to be done only once. Freshdesk (JSON) https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/Freshdesk . As a cloud-based subscription, Webex Contact Center enables rapid time to market and time to new revenue while minimizing upfront capital investment. : https://portal.wxcc-us1.cisco.com : https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com You are available but no calls are sent to you. Copy out the flow and configure the advanced flow 2. The URLs for the Management Portal are specific to your region. Connect onError node outcome with the Close Conversation . In our logic, if the emails subject does not contain Cisco Live we will be adding a new row to the smartsheet with the email details (Sender Name, From Address and Subject). You cannot delete this layout. Step 1: Open the Agent Desktop interface from a web browser using the URL provided by your Organization Administrator. In this task, we will use the predefined node PIQ and EWT. The real-time reports are not refreshing on the Management Portal. Avoid refreshing the window while signed in. an intermittent network interruption or server issue. You are not able to sign in to the Desktop. - Regular expression (RegEx) However, you can double-click in the cell to see the data in hh:mm:ss uses audio. This layout generates the agent experience on the desktop for all agents who sign in as part of that team. If you experience a problem with the Desktop application, the following table may help you solve the problem. If the network to the primary application center is down, Management Portal users cannot view any statistics. Make sure you are in the Available state and are signed in to the correct team. Step 4. In the default workflow, auto-reply is already configured for all new tasks. The system has been unable to refresh the data in the chart since the time indicated in the message, typically because of Troubleshooting Management Portal Problems, Reporting Management Portal Issues to Customer Support, Reporting Agent Desktop Issues to Customer Support. Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. https://admin.webex.com Webex . If a network interruption lasts longer than two minutes, instruct agents to close the current Desktop window, and then sign in using the primary URL. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Smartsheet Table: smartsheet table agents to always go into the Idle state and then click the Log Out button to log out rather than closing the browser while logged in. You have successfully compleated the Lab1 and Lab2 (Email Configuration). Cisco Webex Experience Management Post Call Survey Troubleshooting Report Parameters Desktop Layout The Desktop Layout feature allows you to configure the Webex Contact Center Desktopas per your business requirements. In this task, you will be checking Cisco Live text in the Subject. Publish your workflow by clicking SAVE and MAKE LIVE. The Reserved state is transient. Identify the API key from WxM 2. Not just a contact center. The documentation set for this product strives to use bias-free language. The Management Portal does not display data for agents or calls, or shows that no agents are logged in. URL URL . Enhancing Routing based on a Subject, Step 5. Go to the Services - My First Service and open the Email Inbound Flow. Contribute to ciscolivelabs/wxcclabguides development by creating an account on GitHub. This can happen when you leave the Desktop open for long periods of time. The idea is to show that you can integrate the Flow with Webex Teams and this can be used as the notifications for supervisors based on the specific criteria. - Between. Url . Supervisor phone rings even when the monitoring request is for a different queue. 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