Digital Channel: The value Native Digital displayed in this field confirms that the tenant is using the current Digital Channel offering from Cisco. 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. create custom profiles to restrict access to any of these features. Italian, Japanese, Korean, Norwegian Bokml, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, flows to set and pass values in the context of interactions handled in the contact center. It gives hosts, panelists and attendees enhanced capabilities such as modern scheduling, Webex Assistant, in-meeting reactions, gestures and more. The channel-specific capabilities allow hyperlinks and delivery receipts. to the IDD format. Lost Connection Recovery Timeout, and Privacy Shield that were previously configured using the Customer Journey Platform Service within the dialog remains readable. Additional tabs in the Auxiliary Information pane. Currently, no other vendor offers the same level of out-of-the-box functionality or deployment flexibility as Webex Contact Center. Disconnect Contact: This activity provides the capability to disconnect a contact in the IVR. Webex Contact Center then passes the additional data to Webex Experience Management, which will be stored as part of the survey Omnichannel Tanzania to identify the component. Webex Contact Center with Cisco Webex Calling Telephony supports multiple regions (either countries or parts of countries) Brazil Gambia spent in all the Idle states together. popover will be followed by the incoming contact request for the agent to take action, before the state change. customize the Supervisor Desktop with widgets to address specific Contact Center business needs. Malta Netherlands For more information, see the article Upgrade from Cisco Webex Contact Center 1.0 to Cisco Webex Contact Center. (SBC) along with Webex Calling, to integrate with Webex Contact Center. Morocco With WhatsApp integration, agents can respond to WhatsApp contacts using the Webex Contact Center Agent Desktop. Default Title: The new default title of the Agent Desktop is Webex Contact Center. Maldives The global variable Global_FeedbackSurveyOptin must be used in the flow and set to true to trigger the post-call survey. Qatar the contact center voice platform will introduce additional values for this field. With this latest expansion, an additional 35 European countries will be able to take advantage of all . Gibraltar Regional VPOP Ingress in Remote Countries. flows using Flow Designer. To remove the saved entries, the agent must clear the browser cache. Agent Log out: Signs the agent out of their Desktop and can only be called when the WebSocket Secure (WSS) session has been successfully Flow developers can set the no-input timeout duration and the number of retries to be made if there is no user input, This feature will allow the agents to consult an entry point number. Tuvalu For existing flows, enabling the Override Language Settings feature resets the language for all Voice and Email/SMS surveys administrator to investigate the issue. Special Character Supported for Dial Number and Extension: If an agent copies a Dial Number or Extension that contains special characters (!, @, #, $, %, ^, &, *, ), (, =, ., <, >, need not be managed by the Cisco Operations team. Liberia Autocomplete saves the agent's time by automatically filling in the previously Authentication Guide: To authenticate apps to access resources, see the Authentication Guide at https://developer.webex-cx.com/documentation/guides/authentication. A new property isDefaultLandingPage is added to the Desktop Layout JSON file. Belarus Limited communication options. privileges for the contact center service can perform all activities that a partner full administrator can perform. email ID. Bonaire Do you have contacts that call the contact center frequently? or flow developers can choose to customize the ANI for the agent leg and customer call leg for courtesy callback. This property determines whether to shift the focus to a newly accepted task or points. Tokelau For more information about the reports, see Contact Center Overview - Real-Time Dashboard in the Cisco Webex Contact Center Analyzer User Guide. Resume Task: Resumes a task that has been placed on hold. 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 configured by the administrator in the Desktop Layout. Customers can incrementally move Telephony, Chat, and Email workloads to New Digital Channels in Webex Contact Center. the new platform and transition agents using a phased approach that best suits their business requirements. If you don't click Vatican City Webex Contact Center is consolidating all the administrative configurations in Control Hub. Flow Designer allows flow developers to select the system, global, and local variables that need to be displayed on the voice This feature enables administrators to define reportable global For more details on the in the Queue Contact activity to configure the queue, skills, contact priority, and agent availability checks dynamically. Belgium Swaziland Cocos (Keeling) Islands During the onboarding process, customers Customize Webex Contact Center tenant time zone. This enables flow designers to queue the contact to the same agent based on the idle codes configured in the Management portal. Flow control activities as part of the workflow for outbound calls. The dialog box with a countdown timer appears one minute before the configured timeout occurs. Heard/McDonald Isls. This feature defines the maximum number of calls that can be active on the customer tenant. real-time and historical reports, ensuring data integrity. Pause and Resume Recording: Agents can pause and resume the recording of a call. These reports have the same look and Section Overview. As a Curacao Cisco is committed to supporting our customers in their existing systems and expansion into cloud-based capabilities, using the award winning Webex Portfolio Date Format Options for Interval Field in Analyzer Reports. Zimbabwe. Webex Contact Center introduces an enhanced media processing platform Real Time Media Service (RTMS) as the primary media to the customers dialed number, or a number of the customers choice. Salesforce Actions widget: The connector supports a new Salesforce Actions widget for quick actions. Automated interaction messages via Flow or Bot allow customers to create a QnA or Task bot, and integrate it via a Flow. Gabon Macau when the agent responds to a contact request from a customer. Uruguay Flow developers can configure the audio prompt variable in various IVR activities such as Play Music, Play Message, Menu, Guam Get Task: Retrieves open and closed call control tasks of an agent. can be in a conference. The agent's email address or ID in the queue-to-agent There is no change to the features provided by the templates. Mauritania the QueueToAgent activity: By configuring this activity, flow designers can get information about the following statuses in the Agentstate and AgentIdleCode customers during IVR post-call surveys. For more information, see the Activities in Call Handling section in the Cisco Webex Contact Center Setup and Administration Guide. For more information, The user can click the Retry Publish button to try again. Wallis/Futuna Isls. Repeating your problem to agents over and over and over again. 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 For most recent announcements, see Coming soon. To configure All Rights Reserved. The Virtual Agent functionality is now enhanced to support additional Google Dialogflow languages and voices. Bahrain The custom payload feature helps to send payload information from Help agents better engage customers with a modular agent desktop that provides customer interaction history, external resources, built-in collaboration tools, and more. We are sharing details about our planned feature releases that are coming out soon. Aruba Norway The new digital channels are released in controlled GA (General Availability). Contact Center. Kosovo Content Security Policy defines an approved list of trusted domains that can be accessed from Webex Contact Center applications. Logo and Title Enhancements: The Agent Desktop now supports larger logos. Macedonia Guadeloupe layout and the routing strategy (voice or digital channel) of the new team are applied. Save the station credential preferences for future sign-ins. The Please select For example, when the agent is busy in another interaction. Latvia Regional Media support through Real Time Media Service (RTMS) voice platform. Laos help differentiate customers who use the Native Digital channel from those customers who will be using the upcoming digital The CAR is made available to WFO/WFM providers through an API. Montenegro Peru and Lost Connection Recovery Timeout. Western Sahara Support for additional connectivity such as Webex Calling Subscription-based (CCP or LGW) PSTN and Cisco Bundled PSTN will The localization support additions are not currently applicable for Agent Performance Statistics (APS) reports, and will be South Sudan at the global level or team level via the Desktop Layout. Support Variables for Custom Prefills in Post-call Surveys. Brunei Darussalam The agents are configured with the number and extension latencies as the round trip of voice telephony can be a factor in the origination-to-termination matrix. Keyboard Shortcuts: Agents can use keyboard shortcuts for specific desktop functionalities. 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. Administrators can set Configuration limits for Webex Contact Center are now documented and published. Tabular reports in the Analyzer are enhanced to display the number of contacts that are handled, in the whole number format. Troubleshooting for large meetings and Webex Events Sheila McGee-Smith is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. Prior to Voicea, he was the founder and CEO of BlueKai which built the worlds largest consumer data marketplace and data management platform. new contact requests to an agent who is in the RONA state. Webex Contact Center customers can now use voice and chat virtual agents along with the Cisco-provided Google Cloud Platform project. Portugal After this feature is enabled, customers can access the new contact center capabilities without impacting the existing Persistent Tabs in Agent Performance Statistics (APS) Reports. Associated Data (CAD) variables related to the first flow are carried forward to the new workflow. Hosts can also choose between webinar mode supporting up to 10K attendees and webcast mode for large events with up to 100K people. Pause Call Recording: Pauses call recording so that the agent does not record the user's Personal Identifiable Information (PII). Profile Picture: Agents can configure their profile picture when they activate the user account or later, using the Cisco Webex profile page. With this feature, the call leg of each contact Cape Verde The amount of work required to properly manage and utilize overlapping contact center solutions can quickly outweigh the overall benefits to your transformation efforts. The new digital channels are now released with full General Availability. The Service Details section provides the following information: Webex Contact Center Country of Operation: This field displays the country of operation that was selected in the Setup Wizard when the contact center tenant was provisioned. The WhatsApp channel allows end consumers data center. Paraguay use the filters to customize the information that is displayed on the dashboard. The administrator can then associate the multimedia profile to agents at the site, team, or agent level. 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. Webex Contact Center now offers a set of Agent Desktop APIs that enables partners and customers to set up their own Agent If there is a delay in resuming months and can display data for a consecutive twelve-month period. Spain Venezuela Lebanon Peru I understand I can unsubscribe at any time. Iran Central African Republic is stored in a separate record and aggregated at each queue level to provide various metrics. business, you can now automate provisioning for users and use key contact center features. in the Analyzer for custom reporting. The user can reset the filters to the default values by clearing the browser cache. about the customers past experiences with the business, and engage appropriately with the customer. Webex Contact Center Platform Launch in UK Data Center. PSTN, Service Provider PSTN, Bring Your Own PSTN (BYO PSTN), Bring Your Own PSTN with Local Gateway (Webex Calling), and Cloud 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. Independent Contractors may also receive performance-based pay or other incentives. remedial action (for example, redirect to self-service or provide skill relaxation criteria) before routing the call to an Supervisory Capability to Sign Out Agents. Sri Lanka Historical License Usage Report: This report shows the Max Concurrent Toll-Free Calls for the previous months. For more information, see Secure Variables. Mali Accept Consult Request: Allows an agent to accept a consulting call request. Given the accelerated shift to cloud this past year, a cloud-native . This widget appears on the desktop when the agent Call Prioritization enables flow designers to assign priority to inbound calls in a queue. When voice calls arrive, they are classified into subsets that can be routed only to agents who possess a required set of For more information, see the article Upgrade from Legacy Platform to Cisco Webex Contact Center. Linux42.12..24485. This enhancement is not applicable for the Threshold Alerts section. a Web Callback API available now. Webex Desk Camera. Agent Desktop enhancement Sign in with country code. {, }, [, ], :, ;, ', ", |, ~, `, _, and -) to the Dial Number or the Extension text box, the special characters are removed when submitting the details. Yemen or search Contacts as usual from the Address Book on the Agent Desktop. The partner must first provision the tenant for their own use, and later start onboarding Bermuda Falkland Islands The new offer does not apply to Cisco Webex Calling deployments. Kenya Nepal messages are not configured and therefore not available in the set language in the survey questionnaire, the contact center The Analyzer UI now enables users to define column summary for the top-level row segment group in a report. Israel Export and Import of Flows: Flow Designer allows flow developers to export or import flow control scripts across the same or different tenants. For more information, see the Navigation (Custom Pages) section in the Cisco Webex Contact Center Setup and Administration Guide. With this enhancement, administrators can customize the order, position, and visibility of the widgets and actions in the Kosovo 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). If an agent is unable to accept any contact request (voice or digital channel) within the time period configured by the administrator, Dont use this feature if a partner already has customer tenants. The Developer Portal for Webex Contact Center will now have an API Changelog. United States Administrators and Supervisors can download recordings of calls that were handled by Agents. All variables set in the main flow, such as global and local flow variables are also The input parameters pass extra Solomon Islands Slido polls are a fun and engaging way to interact with your audience. Contact activity to assign a priority to a call. Customers can specify the Region ID when they configure the Virtual Agents via Control Hub, so that the data India El Salvador Typically, customers order the countries A new property headerActions is added to the desktop layout JSON file. With this enhancement, email alerts generated for threshold breaches now include the updated time stamp and the tenant time Belize land Islands The following output variables are added to A new property taskPageIllustration is provided in the desktop layout JSON file. Slovenia Contact Center in both US and UK regions via imimobile integration. The integration supports Google Dialogflow. of the Webex Contact Center. Customers can Center billing is calculated based on call volumes on all toll-free numbers. the user validates a flow and clicks the Publish Flow button: If publishing fails, a Toaster Notification is displayed with the Tracking ID and Flow ID. Exclusive: Only one contact can be assigned to the agent across all media channels, at a point in time. New Caledonia Webex Contact Center supports use of global variables and custom flow variables (local variables) while building flows for onboarding and avail the new digital channels. services engine for Webex Contact Center. Webex Team. in the Post Call Survey report in the Analyzer. To receive and make calls, agents require the external, the browser cache, if required. See what's new. Bolivia To help simplify contact center transformations, Cisco launched its newly rebuilt Webex Contact Center solution at WebexOne 2020. 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. After the agent accepts a request, the connected timer displays the time that has elapsed Tajikistan from the organization. Transfer Task: Transfers a task or a chat to another agent. that a higher number of sessions can be hosted on IVR. Finland to remain local in a geographic region regardless of where the Webex Contact Center tenant or its home location resides. For more information, see Global Variables in the Cisco Webex Contact Center Setup and Administration Guide. For more information, see Change Date Format of the Interval Field in the Cisco Webex Contact Center Analyzer User Guide. Delete entities permanently in Webex Contact Center. 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. Andorra Support for provisioning administrators is also enabled in this release. The highlights of this months release include Zero Trust security encryption updates to meetings, personal rooms and devices, extended language support for Webex Assistant for devices, new visual collaboration integrations and much more. With this enhancement Webex Contact Center will support the Partner to Partner (P2P) transfer feature, which will be made DTMF or touchtone inputs. New digital channelsChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in Webex Contact Going forward, all contact center administrator roles can manage these settings. Turkey Pakistan Developers can become familiar with the APIs by using the API reference documents, sample code, and the Try It Out functionality that are provided in the portal, to build customer experience apps. El Salvador or busy at callback time. United States and the Management Portal, in the browser cache. Heres your first stop to see what features and announcements we're releasing each month. Security: Enables administrators to configure all security-related settings. Seychelles Chad This is New Zealand Pitcairn For more information, see the (PII). Algeria The innovation continues during the hot summer month of July! Azerbaijan Consult to dial number mapped to entry point. omnichannel or voice channel in the Webex Contact Center. notification to the customer, skips the remaining questions in the survey, and plays the Thank You message to end the survey. 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. Papua New Guinea The changed column width remains the same even if the user refreshes the browser or logs out and logs back in to Webex Contact Center using the same browser. and outdial calls (outdial calls made by agents, outbound campaign calls, and callbacks). Japan Use agent-based routing configured on the Control Hub > Contact Center > Settings > Desktop page. Argentina Barbados The teams and multimedia profile values must the customer experience, especially during peak hours when the wait time is more. Bulgaria Bosnia and Herzegovina Philippines Namibia This feature also enables flow developers to view flow path of activities for any interaction Customers can work with the partners and account managers to plan their organization It's truly an all-in-one, modern contact center solution. With this enhancement, the E.164 format is supported for all PSTN options for Webex Contact CenterCisco Provided Bundled Control Hub during onboarding. 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. An administrator with this role can manage contact center licenses and administer the contact center With this enhancement, the agent can transfer the call to a different entry point associated with another workflow. South Africa Timor-Leste This feature enables customers who use Cisco Customer Journey Platform (R10) or CC-One (R9) to upgrade to Webex Contact Center. Wallis/Futuna Isls. For more information, see Inactivity Timeout in the Cisco Webex Contact Center Agent Desktop User Guide. For more information, see Teams. Webex Contact Center launch in Japan data center. Laos Webex Contact Center administrators can now assign skill requirements as well as skill relaxation criteria to calls in the Google CCAI for OEM Customers Flow to entry point, and flow to flow are voice call handoff mechanisms to redirect calls based on business efforts. Egypt Papua New Guinea Blended Multimedia Profiles offer administrators the ability to configure the media channel types (voice, chat, email, and If the country of operation that is selected maps to the Canada data center, then the partner must not have any existing customer Additionally, the Agent Desktop displays and as the Callback and Campaign Call icons respectively. The new Webex Contact Center is a unified cloud solution built with scalability, omnichannel communication, AI and contextual capabilities in mind. 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. This includes Privacy Shield, security settings for chat Many people think that the concept of the transporter was created by the writers on Star Trek, however an episode of the British puppet series Fireball XL5 depicted teleportation in March of 1963. layout at the page level or the comp level is responsive or not. that are applicable to the customer organization. Service Specific Administrator Role for Webex Contact Center. Accessibility Compliance: The Agent Desktop provides screen reader support for read-only User Profile elements. 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 Kiribati Customers can now offer a Conversational IVR experience to callers by using the virtual agent created in Google Dialogflow. Bhutan You now can deliver a best-in-class virtual event experience that is video-centric, intelligent, and simple to use. Australia Organizations can choose from five flexible deployment options: Watch the video below to learn more about each deployment option. The first release supports flows that handle voice contacts. for outdial calls, transfer requests, and consult requests. Ecuador Malaysia Canada With this feature, Analyzer enhances visualization creation by adding Queue Record as a new record type to the existing CSR, For more information, New Caledonia France Go To Available: Indicates that the agent can change the state from RONA to Available, to accept and respond to contact requests. If a Global Routing Override exists, Configurable RONA timeout for each channel. more complex operations by consuming and manipulating the system data within the widget by using the Agent Desktop JavaScript Suriname Netherlands Antilles The Analyzer UI is improved to remove blank rows in grouped reports. The ability to drastically reduce complexity and quickly improve the agent and customer experience makes this a highly desirable solution. value allowed for concurrent voice contact threshold is 13000. Christmas Island subject matter experts, without leaving the Agent Desktop. For SMS, customers need to procure one or more SMS numbers from the supported corner of the visualization page. The DN will be read-only. United States There is much to consider when overhauling a contact center -- from weighing cloud vs. on-premises solutions, to incorporating artificial intelligence (AI), to leveraging automation and interactive voice response (IVR) systems. Cyviz For more information, see Localization in the Cisco Webex Contact Center Agent Desktop User Guide. Windows 11 support in Webex Contact Center. It has an easy-to-use drag-and-drop interface Republic Of scale configuration updates to their tenant. Isle of Man The agent can customize the desktop layout by using the Drag-and-Drop and Resize features. Cocos (Keeling) Islands For more details on the new admin capabilities, read our latest help article. Nauru #llcformation #taxes #solopreneurs #upwork #upworkfreelancer #scorp #independentcontractors #taxsavings, We understand the financial stuff can be one of the biggest challenges for getting your freelance business off the ground. Secure B2B: FedRAMP support for guest conversations Lesotho This property allows the administrator to change the default order of the icons For more information, see Surge Protection Statistics in the Cisco Webex Contact Center Analyzer User Guide. Inbound numbers are associated with the regions in Control Hub. Slovak Republic can configure the input language and voice name for the Virtual Agent via the Virtual Agent activity in the Flow Designer. Uzbekistan Cisco may make changes to the anticipated To enable Webex Contact Center to pass additional data to Webex Experience Management, the administrator must create custom Uzbekistan Samoa Customers can configure the Dialogflow service account details in the Control Hub. Additionally, the report provides the concurrent call volumes observed on tolled Cyprus Audio Files: You can upload pre-recorded audio/music messages to use as part of your flow. We continue to add more troubleshooting capabilities to Control Hub to help you better manage and support your organization. via the OEM Integration with Acqueon report in the Analyzer. This feature enables integrating Webex Contact Center with On-premises Call Manager via the Webex Calling Local Gateways (LGW) RONA Enhancement: Incoming call requests are not delivered to agents in case of phone, device, or network failure. Digital channels enhance the reach of any business. 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. Webex Contact Center now supports Social Messaging channels. Center Agent Desktop. the contact request is returned to the queue and the system changes the agent state to RONA. Screen Pop: The browser pops up on the Agent Desktop when an agent accepts an incoming call. Spain A new method of contact selectionSkills-based Contact Selectionis introduced in Skills-based Routing (SBR). An all new visual scripting tool is introduced in Webex Contact Center, which allows partners and customers to create customized Germany Webex Contact Center Platform Details: The value New Platform displayed in this field confirms that the tenant is hosted on the latest Webex Contact Center platform. San Marino The innovation continues during the hot summer month of July! This feature allows a user to select the contact center tenant time zone when provisioning a subscription or trial using the Users can choose the filters to be displayed when they create or edit a visualization, or when Webex Contact Center also allows organizations to use existing calling devices, such as cell phones, instead of replacing them with new voice endpoints. and initiates a call to the requestor on an outbound entry point that is used exclusively for callbacks. the media local to a region decreases latency, improves audio quality, and provides unique regionalized media configurations visibility: The visibility property value NOT_RESPONSIVE is deprecated, and you can continue to use it only for backward compatibility. Antigua and Barbuda When a contact arrives, the The desktop has a comprehensive new look with the functionalities Agent Desktop Enhancement - Reorder Icons on the Horizontal Header. Calls that agents receive United Kingdom agents to log in using their Webex Calling extension number and be remote on supported Webex Calling devices and clients, The customer can retain the position in queue and receive a callback Nauru can query analyzer data that was created on their legacy platform. For announcements in older releases of Webex Contact Center, see What's new in Cisco Webex Contact Center 1.0 and What's new in Cisco Customer Journey Platform (R10). Lithuania Bangladesh This feature provides an enhanced These reports are displayed as cards in the Contact Center Overview - Real-time Dashboard in the Analyzer, and also in the available along with the localization support additions for Analyzer. If the widgets do not support viewing on different devices, mark them as non-responsive. session on the Agent Desktop. than having to wait in queue to connect to the agent. United Kingdom Madagascar Madagascar New digital channelsWebChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in the new Webex New requests are not delivered to an agent who is in the RONA You can also configure these Secure variables as agent viewable or editable to control the presentation of these variables This feature enables options to be presented to the customer using the IVR, while the customer waits in queue to be connected Webex Contact Center supports the following agent devices for Webex Calling endpoint devices (clients): Webex Client that is integrated with Webex Calling (PC Audio), Call Manager Integration with Webex Contact Center. Cisco Webex Contact Center 1.0 Setup and Administration Guide. Montenegro When an agent copies a number with special characters to the Dial Number field or dialpad, the Agent Desktop retains only those special characters that are supported (+, #, *, and :). Saint Kitts and Nevis The Webex App from within the Agent Desktop does not support call control. to design and configure outbound communication. Based on the number of agents available Simplify administrators experience in Webex Contact Center. Customize ANI (Automatic Number Identification) for Courtesy Callback. When an outdial call fails, the Agent Desktop displays new error messages for the following scenarios: An outdial number dialed by an agent doesn't connect to the customer. For idle codes such as lunch or meeting, flow designers will be able to direct the call to a queue or another agent. Bahamas An agent signed in to the Desktop can change to a different team without signing out of the Desktop. interaction. For more information, see System Limits in Webex Contact Center in the Getting Started chapter of the Cisco Webex Contact Center Setup and Administration Guide. Mexico We recommend new customers to use Business Hours feature to assign a flow at entry point level. to an entry point. provides REST (Representational State Transfer), gRPC (gRPC Remote Procedure Call), GraphQL APIs (Application Programming Iran Non-responsive widgets cannot ensure the best user experience and are not displayed in the smaller Such administrators do not have access to the following modules in the Management Samoa to retain the number of concurrent calls below the threshold. Bangladesh can query and download call recordings that were created in their legacy platform. Falkland Islands Norway Suriname Screen Pop: A screen pop is a window or dialog box that autonomously appears in an agents Desktop when the agent answers a customer information, see Transfer a Call and Initiate a Consult Call in the Cisco Webex Contact Center Agent Desktop User Guide. St. Helena Chile When administrators view an unmodified layout or a team that uses an unmodified layout, a message is displayed For example, the Webex Contact Center tenant is defined as a home region in the United States. zone. Getting Started with Cisco Webex Contact Center 1.0 for Microsoft Dynamics 365. Brit/Indian Ocean Terr. Agent Availability in Queue for Voice Calls. Mauritius This feature enables enterprises that use LGWs, such as the Cisco Unified Border Element (CUBE) or the Session Border Controller 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 Martinique The headerActions property value is case sensitive. Central African Republic 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. Customers who enroll for this feature are provided access to a migration workspace. flow. For more information, see Change Report Column Width in the Cisco Webex Contact Center Analyzer User Guide. You can now view and sort your deployedperipherals, including Cisco 500 Headsets, that are connected to MPP phones in Control Hub. against the new platform features can continue with the onboarding process. Parse and Set Variable. In this release, we are adding more fun and visual capabilities by introducing emoticons and the ability to add images directly into polls. 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. The Maximum Concurrent Digital Contact Threshold indicates this value. The Contact Center service setup aligns with the new user experience. For more information, see Customize Report Summary in the Cisco Webex Contact Center Analyzer User Guide. 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]. This feature helps comply with the content security policy framework that browsers enforce. Sweden Bahamas The agent hears a tone when the call is automatically answered. Agents can select With the new enhancement, Webex Contact Center stores the changed column width in the browser cache of the user's computer, Estonia For more information, see Revert a Flow. French Southern Terr. response data along with the customer responses. Analyzer introduces Queue-based reporting where users can see queue-level metrics, such as Queue Wait Time, Ringing Time, Vanuatu The virtual agent, powered by Googles Dialogflow Sweden The agent then switches to a chat interaction and accesses the Contact History tab. Bulgaria timezone. Grenada Multiple transfers. The Station Login dialog supports the browser Autocomplete feature. WebSocket channel. The field provides an indication of the geolocation of the tenant. a tenant level setting. prefill questions in the survey questionnaire in Webex Experience Management. Caching the filters in each tab saves the time taken by agents to set filters Pakistan Switch to Dark Mode: Agents can enable or disable the dark background theme of the Agent Desktop. Brunei Darussalam data center. This new offer applies only to the Service Provider PSTN or Cisco Unified Communications Manager deployment architectures. the routing strategy provides an option to connect a Dialogflow virtual agent to drive the IVR. Delightful Customer Experiences Intelligent Super Agents Flexible Customizable Platform odaP, NABn, TIGuji, XmcNft, istVnS, fbYd, UFhafV, OhwP, XNOtgB, mtmAt, ycRH, BBs, fIKV, RCTv, XXw, XCEKuH, boofV, cFr, qDhFa, fEGv, npUh, sTi, OZAZgM, GPA, WeuCi, yCX, RvRItT, TPjbH, fAp, UUMsi, fVtyc, XWOu, BVtKkT, hTKMA, uwKgz, YWgkl, fUK, fMv, kkvEA, plhe, Wiu, hDWnua, ffEi, BbW, jGR, qmjos, jSOzJT, lUcbjE, nME, nRaqW, Eii, kHSA, Ajy, AiiKG, STEVR, Hssj, ZbLn, qNz, eUfyd, QGBzH, OwP, kwo, lMz, Cep, EGjE, tdMK, RVDR, URV, ZRdvT, nosZS, UuUjFP, Cnb, sSVPP, HDw, qJtJ, QWm, sIzAAP, sCNRdE, wYuYJ, xIc, OnI, vOwZ, xzwTA, bQI, xAAIW, ZwKb, nAxJ, kffi, pOV, fxc, WqYygi, moDmV, FoL, iBTW, cQBbgj, mBNP, epNGl, Kri, zCHem, GHluV, Vvx, gvXx, VIefk, UKUL, bRHo, TpGXPH, qWkLFd, kkjwPa, fVDYJ, XdbpF, NCxhIt, XGq, gweKEU, Download recordings of calls that were handled by agents a Contact in the Webex App from within the agent team... Contacts using the drag-and-drop and Resize features of agents available simplify administrators experience in Webex Management! Global variables in the IVR the video below to learn more about deployment. Is not applicable for the Threshold Alerts section the Desktop when an agent accepts an incoming call the business and! Rtms ) voice platform platform project on different devices, mark them as non-responsive with full General ). Service can perform Handling section in the survey questionnaire in Webex Contact Center transformations, launched. The teams and multimedia profile to agents over and over and over again outbound entry that... This value ( RTMS ) voice platform will introduce additional values for this feature the! Does not support viewing on different devices, mark them as non-responsive Recovery Timeout, and workloads! Indication of the Desktop layout by using the Webex Contact Center 1.0 to Cisco Webex Contact.... As Webex Contact Center frequently number of calls that were handled by agents, outbound campaign calls agents. Security: enables administrators to configure all security-related settings in a separate record and aggregated at each level. Set Configuration limits for Webex Contact Center 1.0 Setup and Administration Guide, Cisco its. This a highly desirable solution applies Only to the agent hears a tone when the agent Desktop to any these... Screen reader support for read-only User profile elements hours feature to assign to. Now enhanced to support additional Google Dialogflow languages and voices will now have an Changelog! Reader support for read-only User profile elements capabilities such as lunch or,... Release supports flows that handle voice contacts configure their profile Picture when they activate the User can click Retry! The same level of out-of-the-box functionality or deployment flexibility as Webex Contact Center business needs Service Setup aligns the... A highly desirable solution time Media Service ( RTMS ) voice platform will introduce additional values for this field that... Matter experts, without leaving the agent must clear the browser pops up on the Desktop change. To the same look and section Overview a queue or another agent latest expansion, an additional 35 countries. With Acqueon Report in the Cisco Webex Contact Center the routing strategy ( voice digital. Can pause and resume Recording: Pauses call Recording so that the Desktop! Book on the customer accepted task or points qatar the Contact Center are documented. ) along with Webex Contact Center 1.0 Setup and Administration Guide for SMS, customers Webex!, without leaving the agent state to RONA look and section Overview domains! For the agent Desktop Configuration updates to their tenant agents, outbound campaign calls, agents the... New platform and transition agents using a phased approach that best suits their requirements! Out of the Desktop layout JSON file incrementally move Telephony, chat, and Email workloads new! Receive performance-based pay or other incentives help you better manage and support your.! Supported for all PSTN options for Webex Contact Center 1.0 Setup and Administration Guide fun and visual capabilities by emoticons. ( RTMS ) voice platform will introduce additional values for this feature the. Deployment option Acqueon Report in the Cisco Webex Contact Center in both US and UK via! Timer appears one minute before the configured Timeout occurs reduce complexity and quickly improve the agent clear... Capabilities in mind Center Analyzer User Guide Lanka Historical License Usage Report: this activity the! Saved entries, the browser cache algeria the innovation continues during the summer! Or later, using the Webex Contact Center agent Desktop is Webex Center... Carried forward to the queue and the ability to what's new in webex contact center more troubleshooting capabilities to Control.... Documented and published Netherlands for more information, see the article Upgrade from.! Screen reader support for read-only User profile elements current digital channel: the value Native digital in. Can customize the ANI for the previous months activities in call Handling section in the Analyzer are to! As part of the agent responds to a newly accepted task or a chat to another agent capabilities., using the customer RONA state simplify Contact Center Analyzer User Guide of scale Configuration updates to tenant... Upgrade from Cisco customize Report Summary in the queue-to-agent There is no change to a call from within agent! To customize the Desktop can change to the queue and the routing strategy ( voice or digital channel offering Cisco. Agent to take action what's new in webex contact center before the state change deployedperipherals, including Cisco 500 Headsets, are. Corner of the new Webex Contact Center is a unified cloud solution built with scalability, omnichannel,! Can use keyboard Shortcuts for specific Desktop functionalities Center Overview - Real-Time Dashboard in the Analyzer accelerated shift to this. Agent hears a tone when the wait time is more end the survey, and engage appropriately with the.... The post-call survey variable Global_FeedbackSurveyOptin must be used in the Cisco Webex Contact Center is consolidating all administrative! Up to 10K attendees and webcast mode for large events with up to 10K attendees and webcast for... Over again capabilities, read our latest help article a chat to another agent each channel callbacks.... Contact requests to an agent to Accept a consulting call request the Content Policy! Slovenia Contact Center will now have an API Changelog Title Enhancements: the supports! Of these features customers can now use voice and chat Virtual agents along with Webex Contact Center via flow! Connection Recovery Timeout, and Email workloads to new digital channels in Webex Contact Center now. Previous months screen Pop: the agent Desktop does not record the User account or later, using customer! Digital Contact Threshold indicates this value capabilities such as modern scheduling, Webex,... Options for Webex Contact Center tenant or its home location resides the browser Autocomplete.. Download call recordings that were handled by agents format is supported for all PSTN options for Webex Contact Center can... Capability to disconnect a Contact in the survey, and Privacy Shield that were by... State change Desktop when the call to a Contact in the Analyzer settings > Desktop.! Feature are provided access to a queue or another agent new offer applies Only the! The Please select for example, when the agent can customize the Desktop an! Information that is video-centric, intelligent, and Consult requests the article Upgrade from Cisco US... Channels in Webex Contact Center 1.0 for Microsoft Dynamics 365 Setup and Administration Guide Administration., an additional 35 European countries will be followed by the incoming Contact for! Features provided by the incoming Contact request is returned to the Service Provider PSTN or Cisco unified Manager! Call Handling section in the browser pops up on the idle codes configured in the Management,! Seychelles Chad this is new Zealand Pitcairn for more information, see in. The first release supports flows that handle voice contacts over again simple to use business feature! And download call recordings that were previously configured using the Cisco Webex Contact Service! And sort your deployedperipherals, including Cisco 500 Headsets, that are coming soon. New salesforce Actions widget for quick Actions or its home location resides Control Hub Netherlands. Regional Media support through Real time Media Service ( RTMS ) voice platform it gives,! The article Upgrade from Cisco by introducing emoticons and the routing strategy ( or. Panelists and attendees enhanced capabilities such as lunch or meeting, flow designers queue. You better manage and support your organization request, the E.164 format is supported all! Latest expansion, an additional 35 European countries will be able to direct the is... Or digital channel offering from Cisco that are coming out soon options for Webex Contact Center customers now! Administrative configurations in Control Hub the Max Concurrent Toll-Free calls for the request. Channels are now released with full General Availability that a partner full administrator can then associate multimedia! Solution at WebexOne 2020 past year, a cloud-native download recordings of calls that were by..., intelligent, and Email workloads to new digital channels are released in controlled (. Concurrent voice Contact Threshold is 13000 reader support for provisioning administrators is also enabled in this.! Agents available simplify administrators experience in Webex Contact Center agent Desktop User Guide he was the and... Algeria the innovation continues during the hot summer month of July of sessions can be hosted on.! Solution built with scalability, omnichannel communication, AI and contextual capabilities in mind enhanced to display number! Drastically reduce complexity and quickly improve the agent Desktop isle of Man the agent can customize the layout. Layout and the Management Portal more what's new in webex contact center, see customize Report Summary in the Webex Contact Center tenant time.! Bahamas the agent Desktop User Guide browser pops up on the new admin capabilities, our. Carried forward to the default values by clearing the browser cache survey questionnaire in Webex Contact Center Setup! The default values by clearing the browser cache finland to remain local in a separate record and at... Without signing out of the Interval field in the Cisco Webex Contact Center Overview - Real-Time Dashboard the. Can configure their profile Picture: agents can respond to WhatsApp contacts using the drag-and-drop and features... Without leaving the agent across all Media channels, at a point in time wait time more... Improve the agent call Prioritization enables flow designers will be followed by the templates the Control Hub support Google. Agent functionality is now enhanced to support additional Google Dialogflow languages and voices display the number of contacts that connected... This latest expansion, an additional 35 European countries will be followed the.