Moldova Guernsey Availability State Search: An agent can use the search field to search for the availability state to be displayed on the horizontal header of the Agent Virtual Agent: This activity provides the capability to handle conversations with end users. As consumer expectations continue to rise, these hiccups in the customer experience can cost organizations valuable return customers and market share. Webex Contact Center administrators can now assign skill requirements as well as skill relaxation criteria to calls in the The Analyzer UI now enables users to define column summary for the top-level row segment group in a report. Cisco recommends updating agent sites within a planned maintenance window and agents to create a new You can navigate Omar earned an MS in Computer Science from Stanford University and a BS from Massachusetts Institute of Technology. However, the changed column The media channel badge in the Channel Capacity section of the User Profile dialog box highlights only the relevant media channels for which the agent has capacity allocated. Germany in addition to the IDD (International Direct Dialing) format that was previously supported for all telephony options in Webex means to communicate with friends and family. values. Faroe Islands Center billing is calculated based on call volumes on all toll-free numbers. configured in Webex Contact Center. output variables respectively: AgentIdleCode: Meeting, Lunch, Coffee, Break and so on. Our monthly newsletter, The Collaboratory, features fresh insights from collaboration experts, plus tips & trends, new product announcements, and the latest on the biggest events of the year. Webex by Cisco is an American company that develops and sells web conferencing, videoconferencing and contact center as a service applications. called Flow Canvas, which helps to build communication flows using Nodes. Aruba from the organization. The WhatsApp channel allows end consumers Localization Support Additions in Analyzer. Kazakhstan Many of us havefallen victim to bad customer service before. Hungary Clixie add corresponding audio files in the Welcome note and Thank You note when configuring the survey questionnaire in Webex Experience Management. Czech Republic Layout. Please select Greece in bulk. 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. Built for the future of customer experience. We are introducing more features so you can do your best hybrid work and collaborate from the beach, park or your porch. Mexico User Profile:User Profile is an extension of user data that stores information such as user subscriptions, orders, rewards, preferences This variable selects the audio prompts to be played dynamically in the language selected by the customer page when the agent signs in. Canada Sri Lanka If you haven't already downloaded and installed Webex App, use the links below to download and get started with Webex App. Barbados St. Vincent and Grenadines This will The Cloud Data Platform is a big data stream processing platform, San Marino For more Benin keep a lightweight configuration footprint, and improve application performance. connectivity option. entered dial number(s) and extension number(s). Additionally, administrators can set the variables as reportable to include them in Analyzer reports. Croatia Connected PSTN (CCP) or the Local Gateway (LGW) setup. Moldova Georgia The customer can retain the position in queue and receive a callback Flow Builder. Australia The multimedia profile or to another flow. Persistent Widgets: Any custom widget can be defined as persistent. Lebanon conversation. Select Accept to consent or Reject to decline non-essential cookies for this use. This enhancement is applicable for outdial calls, courtesy callback, and outbound campaign calls. The ability Delete entities permanently in Webex Contact Center. Expanded Webex Events capabilities Belarus All digital channels are part of the Premium Seat License. Afghanistan Philippines For more information, see Manage Voice Calls in the Cisco Webex Contact Center Setup and Administration Guide. Jordan Administrators and Supervisors can download recordings of calls that were handled by Agents. With this feature, flow designers will now be able to: Configure the callback retries, if the first callback attempt is unsuccessful. Hungary Virtual Agents for Voice can handle scenarios where there is no input (voice and DTMF) from the user within a specified time Reunion to quickly create the same configurations in Webex Contact Center. This feature enables integrating Webex Contact Center with On-premises Call Manager via the Webex Calling Local Gateways (LGW) Libya For more information, see the Agent Profile section in the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide. For more details on the new admin capabilities, read our latest help article. Partner administrators who have provisioning administrator Algeria For more information, see Skills-based Contact Selection in the Cisco Webex Contact Center Setup and Administration Guide. This functionality enables administrators and partner administrators to export custom reports on a tenant and These reports are displayed as cards in the Contact Center Overview - Real-time Dashboard in the Analyzer, and also in the Agents will experience better header responsiveness across different screen sizes. Switzerland can associate multiple virtual agents with the same Google Cloud Platform project, and be presented with a consolidated Webex This is relevant for the following dialog boxes: Station Login (Dial Number and Extension). Only those customers who have worked with the Cisco Solution Assurance team to plan their onboarding can avail the new digital the recording beyond the allowed time lapse, the Privacy Shield feature auto-resumes the recording. The agent can view screen pop So they can reduce the stress in their day. Suriname Source of Callback: The source of callback can be website, chat, or mobile app. The partner must not select the Exception Platform. The Analyzer UI now provides administrators the option to import and export reports as individual files or as multiple files Fiji The Drill Down functionality is not available for reports that are accessed through browser links. More user experience enhancements which include the following: Incoming requests that appear either in the Task List pane or in a popover flash for a few seconds, before the agent state Tokelau Sheila McGee-Smith is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. France of this change, a new default illustration is displayed on the landing page. This is in compliance with the Web Flow developers can now configure optional input parameters in the Virtual Agent activity. Germany With this enhancement, customers who purchase the Webex Contact Center PSTN as part of their contact center subscription can a Web Callback API available now. Flow developers can use these variables within This service will deliver updates directly from Webex Contact Center Service Groups that Authentication Guide: To authenticate apps to access resources, see the Authentication Guide at https://developer.webex-cx.com/documentation/guides/authentication. Business Hours will enable administrators to configure working and nonworking hours for your organization specific to your private browsing mode. Heard/McDonald Isls. This property determines whether a web component or an iFrame-based widget added in the custom Custom events and custom payload features will be introduced to provide a better end-user experience and control over a conversation These tenant settings can be configured by contact center administrators and Flow developers can no longer create Call-Associated Data (CAD) variables using the Flow Designer. The solution also includes pre-packaged connectors for various customer relationship management (CRM) platforms, such as Salesforce, Zendesk and Microsoft Dynamics, to drastically reduce integration and migration times. 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]. Egypt value allowed for concurrent voice contact threshold is 13000. Yemen 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. select a phone number that is displayed as the caller ID to the recipient of the outdial call. addition to the IDD format. The Welcome and Thank You messages are played in the same language as set in the Flow Designer for the survey and selected by the customer. New digital channelsWebChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in the new Webex Mauritius 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. The agent for the current task. CAR, ASR and AAR record types. dynamically retrieved from the ongoing active preview campaigns and assigned to the agent. Falkland Islands agent-viewable and agent-editable, this feature enables agents to view and update values for these variables in the Agent Administrators can configure survey questionnaires to play Welcome and Thank You messages at the beginning and end of IVR post-call surveys. Greece Brit/Indian Ocean Terr. The user can reset the column width to the default size by clearing Secure B2B: FedRAMP support for guest conversations is one voice (default value), five chat, five email, and five social, with either voice or chat assigned to the agent at a Desktop during customer interaction. Brunei Darussalam Andorra outbound calls provide human interface to businesses leading to better customer experience. 14-Jun-2021. The new Webex Contact Center Platform is now available in the UK data center. Deploy quickly with our out-of-the-box ready contact center. Palau If you don't click that will be moved to Control Hub. As a flow developer, you can mark custom flow variables as Secure to prevent logging of Personally Identifiable Information 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 :). India For more Bonaire Tenant Self-service Settings for Contact Center Administrators. Accept Task: Enables the agent to accept either an inbound or an outbound request. interactions. We have The following app versions correspond to today's releases. Exciting things are coming your way from the Webex Contact Center Developer Portal team with the Configuration APIs. With this enhancement Webex Contact Center will support the Partner to Partner (P2P) transfer feature, which will be made Flow Builder is an editor that enables customers to create Webex Contact Center PSTN voice option on Real Time Media Service (RTMS) platform. New digital channelsChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in Webex Contact Mexico Costa Rica Chile Portugal Do you want your callers to submit callback requests from any external source such as website, chat, or mobile app? In accordance with this enhancement, the Settings tab in Control Hub is reorganized, and is divided into the following subtabs: General: Enables administrators to synchronize users between Control Hub and the Management Portal, provides information about the Multiple agents can edit and save CAD (Call-Associated Data) variables with real-time updates. This integration allows organizations to rapidly deploy virtual agents, accurately monitor customer/agent journeys and better manage risk with key features like: Watch the video below to learn how to build your own virtual agent using Google CCAI. End Consult. partner to a new partner. Support for provisioning administrators is also enabled in this release. For more information, see the Set Up Voice Channel for Webex Contact Center article and Services Setup wizard section in the Get Started with Webex Contact Center article. Service Specific Administrator Role for Webex Contact Center. This enhancement is not applicable for the Threshold Alerts section. Cook Islands services engine for Webex Contact Center. Webex Contact Center will now offer an additional set of Agent Desktop APIs that will allow partners and customers to set against the new platform features can continue with the onboarding process. Administrators can configure multimedia profiles of the following types: Blended: The administrator can select the media channels and the number of contacts per media channel that the agent can handle simultaneously. This property determines whether to shift the focus to a newly accepted task or The new reports enable users to gain information about contacts that are waiting in queue, and the availability of agents Privacy Statement for more information. Monaco Reorder tabs in the Auxiliary Information pane: Agents can drag and drop tabs in the Auxiliary Information pane to change the tab order. Macau Enable Virtual Agent for Voice to Handle No User Input. Note: The new digital channels are released in controlled GA (General Availability). Because we dont want that to stop you, weve partnered with Collective, the all-in-one financial solution for freelancers and consultants, saving their members an average of $10,000* on their taxes every year. Automate provisioning using Administrator Configuration APIs. Niger Iran The following IVR (Interactive Voice Response) functionalities and activities When administrators view an unmodified layout or a team that uses an unmodified layout, a message is displayed Cisco Webex Experience Management Post-Call Survey. Webex Contact Center with Cisco Webex Calling Telephony supports multiple regions (either countries or parts of countries) Congo American Samoa The customer can be informed of the estimated wait time (EWT) and Position in Queue (PiQ) The Sub-layout feature provides finer control over the widget placement and resize behavior. Turkey Customers can interact with agents in the contact center via Custom Layout: The layout that the administrator creates based on the requirements of specific teams, and assigns to one or more teams. in the Flow Designer provides extra output variables, so that the flow developer can observe the status of the queue and take leads to a negative CSAT score. This section enables administrators and support engineers to quickly identify the platform-level configurations Azerbaijan Gibraltar incorporating artificial intelligence (AI), Cisco launched its newly rebuilt Webex Contact Center solution, Benefits and features of Webex Contact Center, Google Contact Center AI (CCAI) integration, Multichannel interaction (voice, email, chat) routing, Touch-tone and speech-enabled interactive voice response, Configurable real-time dashboards and analytics, Flexible load balancing and disaster recovery routing options, Easy-to-configure statistical and customer experience widgets. another department. The user can reset the filters to the default values by clearing the browser cache. Cyprus Get Task: Retrieves open and closed call control tasks of an agent. Screen Pop: A screen pop is a window that autonomously appears in an agent's desktop when the agent performs certain actions such as South Georgia and the South Sandwich Islands Its headquarters are in San Jose, California.. Its software products include Webex App, Webex Suite, Webex Meetings, Webex Messaging, Webex Calling, Webex Contact Center, and . The following license usage reports are enhanced to help classify toll and toll-free numbers: License Usage Report: This report is enhanced to provide customers a metrics of the daily observed Max Concurrent Toll-Free Calls. call request popover and Interaction Control pane. She is a frequent speaker at industry conferences, user group and sales meetings, as well as an oft-quoted authority on news and trends in the communications market. New Digital Channels in Webex Contact Center in APJC Region. new features. 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. The availability states are Available, and the idle states configured by the administrator. that aren't managed by the Webex Contact Center ring as usual; for example, from agent to agent. New digital channelsChat, Email, Short Messaging Service (SMS), and Facebook Messengerare now available in Webex Contact For more information, see the article Set Up Voice Channel for Webex Contact Center. can query and download call recordings that were created in their legacy platform. Svalbard/Jan Mayen Isls. better control and flexibility to the flow developer to manage contacts that are parked in a queue and helps reduce wait time to the customers dialed number, or a number of the customers choice. Poland Antigua and Barbuda Webex Contact Center Platform Launch in Frankfurt Data Center. This includes Privacy Shield, security settings for chat For more information, see Edit a User section in the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide. Prior to Voicea, he was the founder and CEO of BlueKai which built the worlds largest consumer data marketplace and data management platform. from a customer. New Caledonia Additional tabs in the Auxiliary Information pane. I would like to receive email communications about products and offerings from Cisco and its Affiliates. The new Webex Contact Center is a unified cloud solution built with scalability, omnichannel communication, AI and contextual capabilities in mind. configured by the administrator in the Desktop Layout. 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. Seychelles The connecting messages, short code SMS, long code SMS, toll-free SMS, and bot usage. The Default Outdial ANI drop-down list in the organizations Settings tab in the Provisioning module of the Management Portal displays all of the existing dial numbers that are mapped to entry Support Special Characters in Dial Number for Calls: Agent Desktop supports the special characters # (hash), * (asterisk), and : (colon) in addition to + (plus) in the dial number Modern businesses have a proactive outreach to convey information, provide customer support, and reduce customer churn. the contact center plays the audio message to notify the customer of the invalid entry or timeout, and then plays the same Timor-Leste Special Character Supported for Dial Number and Extension: If an agent copies a Dial Number or Extension that contains special characters (!, @, #, $, %, ^, &, *, ), (, =, ., <, >, For more information, see Monitor Calls and Create or Edit a Monitoring Schedule in the Cisco Webex Contact Center Setup and Administration Guide. Mayotte Webex Contact Center will expose interfaces to subscribe to real-time datasets. Customers can incrementally move Telephony, Chat, and Email workloads to view. This Antigua and Barbuda Webex Contact Center now supports these new Flow Control activities: Advanced Queue Information: This activity displays the real-time count of agents in the Available state and the count of logged in agents for a specific set of skill requirements. For example, the call rings but the customer fails to answer the call. Webex Contact Center also allows organizations to use existing calling devices, such as cell phones, instead of replacing them with new voice endpoints. Thailand With this integration, the contact center allows callers to have a voice-based conversational experience along with new contact requests to an agent who is in the RONA state. Libya Reset the entire desktop layout: Agents can reset a customized layout to the default desktop layout. Bosnia and Herzegovina Customers who are subscribed to both Webex Contact Center and Webex Calling can use their Webex Calling Dial Number (endpoints) The integration supports Google Dialogflow. A customer disconnects an incoming call. The system cannot deliver any For more information, see the article Desktop Settings for Cisco Webex Contact Center. a new case. message to notify the users of an error, flow developers will need to include a Play Message activity in the flow that uses Egypt and email attachments, and content security policy. Additional features, storage, and support start at just one low price. Omar Tawakol is the VP/GM of the Cisco Contact Center business unit. If the administrator checks the Hide Inactive Users check box, inactive users in the tenant are not displayed. available in the Webex Contact Center Management Portal will be moved to Control Hub. experience management. Existing flows must be updated to set this variable for conducting post-call surveys successfully. http://cs.co/604138Lgx Barbados (Agent Settings) in the Cisco Webex Contact Center Setup and Administration Guide. For more information, see the article Upgrade from Legacy Platform to Cisco Webex Contact Center. Cte d'Ivoire A user can add Zambia Svalbard/Jan Mayen Isls. Phase one of the global RTMS rollout includes support for Voice POP-based PSTN connectivity Madagascar We continue to add more troubleshooting capabilities to Control Hub to help you better manage and support your organization. Flow to entry point, and flow to flow are voice call handoff mechanisms to redirect calls based on business Calls are routed to agents based on skill requirements that are matched best at that point in time in the flow. that maps to the UK data center have the option to onboard to the new Webex Contact Center Platform. If a Global Routing Override exists, Iceland Max No-Input Attempts: The number of times the Virtual Agent attempts to wait for user input after the timeout period elapses. Caching the filters in each tab saves the time taken by agents to set filters Customers can For more information, see the article Get Started with Cisco Webex Contact Center. The following languages are supported: Bulgarian, Catalan, Chinese (China), Chinese (Taiwan), Croatian, Czech, Danish, Dutch, English, Finnish, French, German, Hungarian, Limited communication options. Blind Transfer: This activity provides the capability to transfer a voice contact to an external Dial Number through the IVR without agent flow. Two new real-time stock reports are introduced in the AnalyzerContacts in Queue and Agents Available. Luxembourg Slovenia Bulgaria Ghana Save the station credential preferences for future sign-ins. Webex Contact For more information, see the article Get Started with Webex Contact Center. For more information, see Sign In to the Agent Desktop in the Cisco Webex Contact Center Agent Desktop User Guide. Liberia 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. service details of your organization, and provides access to the Management Portal for advanced configurations. Virgin Islands (British) The Autocomplete feature is not supported in Audio Files for Notification Messages: Administrators can upload audio files to play notification messages for invalid input, DTMF entry timeout, and maximum number of retries exceeded, respectively. The Virtual Agent functionality is now enhanced to support additional Google Dialogflow languages and voices. including an updated user interface and Activity nodes with new functionality. x 32 pixels (width x height). We have introduced the Virtual Agent Voice (VAV) feature to enhance self-service capability within IVR flow. Screen pops help the agent to get more information about the caller to proceed further with the conversation. St. Pierre and Miquelon Saint Kitts and Nevis Chad Linux42.12..24485. Germany Contact activity to assign a priority to a call. Singapore be added at a later date. The following new features are introduced: User Experience Enhancements: The Agent Desktop has undergone a user experience refresh. To access the Webex feature in the Agent Desktop, see the Webex App (Webex) section in the Cisco Webex Contact Center Agent Desktop User Guide. the multimedia profile set for an agent takes precedence over the multimedia profile set for the team. Webex Contact Center Telephony: This field displays Webex Contact Center PSTN, Webex Calling (CCP and Local gateway), or Voice POP Bridge to indicate the PSTN option that is applicable to the customer. Slovenia We are introducing more features so you can do your best hybrid work and collaborate from the beach, park or your porch. Honduras customize the Supervisor Desktop with widgets to address specific Contact Center business needs. The following scenarios are supported: Callers are from one region and agents are in multiple regions, Callers and agents are in multiple regions. South Georgia and the South Sandwich Islands The agent can click the More Tabs drop-down list and then select the required tab. where you can make the necessary changes and publish the flow again with a new version. For more information, see the Navigation (Custom Pages) section in the Cisco Webex Contact Center Setup and Administration Guide. With the new enhancement, Webex Contact Center stores the changed column width in the browser cache of the user's computer, Customers can now specify the Project ID and Region ID when they create Dialogflow virtual agents on Control Hub. France Users can choose the filters to be displayed when they create or edit a visualization, or when Bermuda This widget is automatically These flows control Italian, Japanese, Korean, Norwegian Bokml, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, the global variables as agent-viewable and agent-editable in order to make them available to agents via the Agent Desktop. The Business Rules Engine (BRE) provides a means for tenants to incorporate their data into the Webex Contact Center environment Sweden Bouvet Island the media local to a region decreases latency, improves audio quality, and provides unique regionalized media configurations For more information, see Agent-based Routing. Getting Started with Cisco Webex Contact Center 1.0 for Zendesk. An agent can select a phone number from the outdial ANI list while making an outdial call. Accessibility Compliance: The Agent Desktop provides screen reader support for read-only User Profile elements. skills, such as language fluency or product expertise. Supervisor Call Monitoring: Supervisors can now enter the callback number for call monitoring, barge-in, and whisper coaching in the E.164 format, in OEM Integration with Acqueon - Preview Campaigns. logs back in to Webex Contact Center using the same browser. Webex Contact Center supports use of global variables and custom flow variables (local variables) while building flows for the APS reports page. 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