This is a sample frontend application that shows you how to use the Configuration APIs for EPs, Queues, Teams, and expose the capabilities on the front-end. Click Track Upload Status to view the status of the files that you uploaded. Sign into developer.webex-cx.com with a valid Webex Control Hub Account. Use this option when the customer expects a quick response. Delete the help notes in the .csv file before you upload it. that your most valuable customers get the best service, you might define a skill named PremierService and assign it with a Observable AI Matures. You can add emojis to the customized text. document.getElementById( "ak_js_6" ).setAttribute( "value", ( new Date() ).getTime() ); Please fill out the form below and your Endpoints Market Guide will be sent to you. Another capability garnered from Webex Meetings is auto-summarizations. Custom Fields: Enter custom fields in the template body using chevron brackets. Enter the predefined values in the text box. about Facebook page creation and management, see Facebook article. This postman collection and sample application helps you understand the Desktop REST APIs available today on Webex Contact Center. Yet, it is perhaps ideal for collaborative enterprises looking to kickstart their cloud transformation, harness customer insight, and reposition their contact center as the cornerstone of CX. Fortunately, embedded CPaaS functionalities within the Webex Contact Center help operations to dip their toe into the water of cloud software. If you mark these variables as Agent-viewable and Agent-editable, The documentation set for this product strives to use bias-free language. These insights add to a rich customer profile that supports teams in solving their queries. It also has sample GET calls for Tasks, Agent Stats, Queue Stats, Users, Sites, etc. Thankfully, CPaaS allows banks to reimagine customer journeys while keeping much of their heavily customized technology and expensive security systems on-premise. You can view each status on its own card to see the specific chat count for that status. need to choose By API for this rule to work on your tenant. You can search and view conversation transcripts in the Search page based on the following field values. Click the Add Filter button on the dashboard screen. The API samples are divided into several folders. Enter the Colour Code for the widget. This rule is currently not supported in Webex Contact Center. Consider the UC features first. Creating an Application Integration will give you a set of Client ID and Client Secret that you will need for this sample. The file size must not exceed 5 MB with a maximum number of 1000 templates per sheet. As Lorrissa Horton, Senior Vice President and GM of Webex Calling and Contact Center, says: Weve taken many of our Calling and Meeting capabilities and built those into our contact center. Create conditions on the Filter Chats screen. Click the Edit icon in the Action column of a Livechat asset. Earning leader status in the Aragon Research Globe for Intelligent Contact Centers and winning Best Contact Center Platform at the 2022 CX Awards added glossy icing to the cake. You can choose the relevant parameters and compose the Customers need to add Yet, Webex has pivoted to provide these unique insights not only for every agent, but every customer too. Email ID of the customer. even in locked templates. Contact your Account Manager to request the provisioning of the WhatsApp channel (such as, asset creation in Webex Connect) and to share the Whatsapp Terms & Conditions. value of true to your most experienced agents. All rights reserved. This rule is currently not supported in Webex Contact Center. The Webex Contact Center (CCaaS) benefits significantly from its tight integrations with Ciscos collaboration portfolio (UCaaS) and Webex Connect (CPaaS). If a customer deletes a message using the Delete for Everyone feature, the message will not be deleted on the Agent Desktop. Consider this idea of building communications into customer journeys. Nevertheless, savvy buyers factor in their unique requirements when considering new technologies. A business can create and manage a Facebook page from their Facebook account. In the Group Name field, enter the template group name. After you obtain more about how to get this account, see Create your Business Manager account. Allow Emojis: You can turn on this toggle button to allow customers to send emojis during the conversations on the widget. This is a sample application that has example calls for the new /search endpoint that is powered by GraphQL. Contact Center Cisco Webex Contact Center Configuration Guides Cisco Webex Contact Center Setup and Administration Guide Updated: October 21, 2022 Chapter: Contact Routing Chapter Contents About Contact Routing Configure Multimedia Profiles Flow Designer Getting Started Access the Flow Designer Application Flow Designer Browser Requirements Webexs CCaaS solution fits the needs of many businesses. Events and rules allow you to post conversational data to trigger workflows or any HTTP APIs on external systems. After successful registration on the Webex Connect application, you can initiate a conversation with your customers. Earning leader status in the Aragon Research Globe for Intelligent Contact Centers and winning Best Contact Center Platform at the 2022 CX Awards added glossy icing to the cake. Currently, Webex Contact Center does not support skill profile assigned to a team. When an agent reads a customer message, the customer Yet, this is not the only data that can enrich agent experiences. For example: Hello , how can I help you today? For SMS: set to the customers mobile number by default. The system sends the You can configure the following parameters: Enable attachments on Customer Care console. The Text column supports all Unicode characters. The maximum number of characters allowed in the button text field is 30. When you click the team name link, you can view the following tabs: Users Events and Rules For more information on how to set global and custom flow variables in Webex Connect, see Set Variable in Webex Connect. Custom Fields: Enter custom fields in the template body using angle braces. The widget icon appears on the bottom-right-corner of the web page. Enter the message that a customer views on the widget. as 5/10/15/20/30/60/90 minutes. You can add emojis to The Webex customer experience platform provides an end-to-end customer experience solution. Chat created: Rule triggers automatically when a chat is created. Although you can manage the sites from Cisco Webex Control Hub, you can't sync This may include proactive outreach, bot engagement, and video. The following table describes the contents of the Groups menu. You can enter a maximum of 320 characters in the text box. Webex is dedicated to helping everyone look their best for every meeting - whether it be on Zoom, Microsoft Teams or any other third-party provider. When locked, agents can edit only the custom or dynamic fields. banned customer's list. The more you can automate routine tasks, the more successful agents are at serving your customers. Enter the blocked word in the Enter word to blocklist field beside the Add Word button. When you use these parameters in the template text, the corresponding values are dynamically substituted when Example: . Custom Fields: Enter custom fields in the template body using chevron brackets. file size: 50 MB, Max. In the Show Activity Between field, choose a date range and click Apply. Agent ID is configured to CI User ID as part of the initial phase and cannot be used in this phase. messages. The work-life balance section of their dashboard presents statistics on how many calls back-to-back theyve had and the duration of those calls, uncovering worrying patterns likely to lead to burnout. Learn More The Future of Work is Hybrid Visit Cisco Hybrid Work Index to understand the inclusive collaboration experiences driving hybrid work. To share the template with other teams, choose the team from the Shared Across field. Customer not attended: Rule is triggered when the chat is idle for a pre-configured duration. (Optional) Enter a customized message in the Template Text field. Paste the script above the
tag in the HTML DOM. This app is extensible and customizable based on what data needs to be extracted. If a customer blocks an agent during a conversation, the customer cannot receive the agent's messages. Finally, in regards to CPaaS, this technology added to Webex following its 2020 IMI Mobile acquisition paves the way for companies to insert communications into business processes. What's New in Cisco Webex Contact Center 1.0. Still curious about what you can do in the Webex Customer Experience portal? Sign into the Webex Connect application to create the SMS asset. Administrators can manage tenant-wide configurations for digital channel offerings such as policies and channel asset configurations. Click the Multimedia Template radio button to create a Multimedia template. For more information, see Email Asset Creation. You can choose multiple blocked words by using the SHIFT key and inactivate them at once. Enables tenant-wide configuration, such as attachment policies and email-related configuration. A locked template displays the Create an Application Integration by going to your Profile > Manage My Apps. Chat resume: Rule triggers automatically when a chat resumes. Click the Action Template radio button to create an Action template. This is a sample web component widget that shows you how to build a customized Address Book with Click to dial, Transfer, Consult and other functionalities using a web component widget. Please The parameters should prefix with @@ and close in curly {} braces in the data field. Turn on the Website Force Turn Off toggle button to force turn off the Livechat widget. Consider the banking industry. That means one service can It is mandatory to click Save Changes at the bottom-right corner of the screen to apply any actions performed on the blocklists screen. Download Webex For Windows (64 bit) For Windows (32 bit) Requires Windows 10 or later. Role of the user that can be Client Admin or Agent. Click the Switch to Customer Care button at the top-right corner of the dashboard. Check the Mandatory Parameter check box if the system must use this parameter when triggering an event. In the Banned Customers tab, you can ban customers from reaching out to agents on the Livechat widget. Enter Key and Value details to pass them in the header. If these words appear in the Webex messaging, video, and calling tools let agents and subject-matter experts work together to optimize every customer engagement. This includes the capability to cut out background noise across voice and video a feature sourced from our Webex Meetings solution. If so, visit: www.webex.com. Allow Attachments: You can turn on this toggle button to allow customers to send attachments during the conversations on the widget. Work with your Account Manager to verify your business and set up your WhatsApp Business account number. conversational lifecycle events. Download our Application Form, fill in all the relevant fields and simply return it to us by 30th June 2019. Sign into developer.webex-cx.com with a valid Webex Control Hub Account. As Horton says: The solution can notify supervisors when customers use cuss words and yell at agents, allowing them to step in, take charge of the conversation, and offer the agent a wellness break. This setting is not currently applicable to Webex Contact Center. Learn more Reimagine your workspace. Displays the number of agents that are part of this team. Official Code samples & snippets repository for Webex Contact Center APIs. even in locked templates. The chat log dialog box appears on the screen. your agents to trigger workflows on-demand during an active conversation. The synchronized list of users doesn't include the current logged in user or administrator. This is a sample web component widget that shows you how to use the Call Control Methods available on the JS SDK to enable the following functionalities: Transfer, Click to dial, Consult, Pause, Resume, Hold, Unhold and more, using a web component widget. The Webex Contact Center has hit the headlines for all the right reasons over the past 12 months. Not applicable to Webex Contact Center. even in locked templates. Ensure that the team names are comma-separated in the TeamNames column. This is a sample wallboard application that has examples for Realtime and Historical API calls using the new /search endpoint that is powered by GraphQL. These samples are meant to be used, as "samples", for demos, and to understand how to interact with the WebexCC APIs. You can create Custom Flow variables in Webex Connect and mark those variables as Agent-viewable and Agent-editable. An Email channel enables users to send email messages with tables, embedded links, and attachments. The default Sender ID (a short code assigned to the team if SMS is enabled as a Channel) loads automatically when you create a template. for the chat announcement field is 100 characters. templates in a conversation. channel facilitates businesses to engage with customers quickly through the WhatsApp application. Similarly, supervisors can investigate whether agents work longer than they should and take breaks, using these insights to optimize their experience. If you do not see your asset, such as SMS number, Facebook Messenger page, Livechat App, WhatsApp or Business Email Account Enter the message that a customer or an agent views when the message is not PCI-compliant. document.getElementById( "ak_js_2" ).setAttribute( "value", ( new Date() ).getTime() ); document.getElementById( "ak_js_3" ).setAttribute( "value", ( new Date() ).getTime() ); document.getElementById( "ak_js_4" ).setAttribute( "value", ( new Date() ).getTime() ); Please fill out the form below and your Channel Market Guide will be sent to you. Provide details for support to respond to you via email, phone, or Webex message. Youll need to choose By API for this rule to work on your tenant. As a result, customers only hear the agents voice when contacting the contact center, not those of people around them, their washing machines, or any other source of distraction. Feature Setup Although partner administrators can execute the initial contact center setup, we recommend that customer administrators and supervisors be trained to execute the day-to-day contact center management tasks. message with images and buttons to enable the customer to respond with a click of a button. By default, the Admin Console has one team within the Default group Optionally, enter a filename in the Search field to filter the table results. a specific value. Webex Contact Center Desktop brings your business the flexibility, and agility of cloud with the security and global scalability you have come to expect from Cisco. files: 3. Use the dashboard to view the list of chats that are awaiting an agents reply. Small business account management (paid user). called Default. This toggle button instructs the application to automatically close chats on the server when customers abandon the chats. In many forward-thinking organizations, the contact center is a critical cog in their CX strategy. lower level in another profile. Refer to the following image for Queue configuration: A Short Message Service (SMS) channel enables customers to reach out to agents SMS from anywhere. The system displays this message to the customers who What's New in Webex Contact Center. Inbound message contains: Rule is triggered when an inbound message contains a configured word. Don't edit any asset details directly on the Channel Asstes page except the Livechat widget configuration. Webex Contact Center doesn't support the On Hold status. the customized text. Status of the user on the Agent Desktop, such as active or inactive. When you click the Channel Assets icon on the left menu, you see a list of current channel assets registered with Webex Contact Center. Youll On selection of this condition, a text box is displayed. For Support and Assistance, use the Cisco Developer Community Page: Need Help? Youll document.getElementById( "ak_js_8" ).setAttribute( "value", ( new Date() ).getTime() ); Please fill out the form below and your selected Media Kit will be sent to you. The list includes the following You can add emojis to the customized text. With changing demographics and individual habits, consumers expect to Enter the word (max 30 characters) in the given text field. Go to Customer Experience PortalSee Documentation. If you select the Key Value Pair radio button, the key value pair settings appear on the screen. All the configured Email IDs are notified if blocked words occur in outbound Open the WhatsApp channel asset and click Register to Webex CC. Their business applications are a popular choice for teams that want workflow optimization and collaboration tools. Fix the errors in the file, based on the report's findings. Click the Text radio button to create a text template. lock icon by the name. Alongside complete functionality, Webex differentiates itself with tight UCaaS and CPaaS integrations, advanced analytics, and agent experience innovation. The Webex Contact Center Management Portal is accessed through a web browser. The customer can then initiate a conversation with an agent. doesn't see the blue tick marks (read receipt) beside that message. Click OK to delete the template group and all the templates that are stored in the group. Outbound message contains: Rule is triggered when an outbound message contains a configured word. It is extensible via open APIs and add-on options and backed by Webex's renowned security and support. A success message appears on the screen and the system lists the IP details on the banned customers screen. For example, to ensure A post request can be made (third-party URL), whenever a chat is created. sign in The Active status card groups chats into those waiting for agent responses and those waiting for customer responses. Use Git or checkout with SVN using the web URL. Channel assets registered You can configure the OOO message in the message triggered by your agents to invoke them on-demand during a conversation. Useful to search for email conversations. Rename the sample file with a unique name. Click the Custom Payload radio button to pass the payload in JSON format. Click the Text Template radio button to create a Text template. Accepted file types: jpg, jpeg, png, Max. The Users section displays a read-only view of users that are mapped to a premium agent license. The default language is English. (Optional) Enter a customized message in the Template Text field. Click New Digital Channels to launch the default console. Developers can build, enhance and customize their Customer experience solution with the rich set of APIs, that includes Contact Center, AI, Journey, Orchestration and Experience Management. For example, you might create a skill named Line of Business that can have Enter the domain name or subdomain name on which the widget must appear. 2022 Cisco and/or its affiliates. can click on each of these cards to view the details of the chats under the selected status. An enum skill is a named set of predefined values. This example contains a few sample cards that can be extended based on requirements. Choose the Value from the drop-down list. The CCaaS solution has won several accolades, but is it the right option for your organization? Click Upload File. Agent is idle: Rule triggers when the agent is idle (not handling any chat). Although the Webex Contact Center Management Portal manages teams, the Management Portal doesn't sync teams. Yet, perhaps most innovatively, Webex detects network connection failures and latency issues during customer interactions. skills, such as language fluency or product expertise. Accepted file types: jpg, jpeg, png, Max. TeamNames: Enter the team names as comma-separated values. When you file size: 1 MB. Add the skill requirements and skill relaxations in the QueueTask node. - Microsoft 365 App Certification | Microsoft Learn Download PDF Learn SaaS Apps Webex Contact Center for Microsoft Teams Article 09/09/2022 6 minutes to read 1 contributor Feedback Choose the category of information you want to see for this app: