Escalate to Customer Support. Close any remaining Webex Contact Center windows and log in again. Webex Experience Management Account Setup Create a Webex Experience Management Connector Create Feedback Activity in the Flow Designer View Agent Desktop Widgets Webex Experience Management Account Setup Not just a contact center. However, if you download the Default Desktop Layout.json file and upload it again, it is considered a modified layout even if the file content or filename is not modified. Please follow the diagram below and call the proctor if you have any questions. You do not have the correct privileges to access these modules, entry points, or queues. Engage your entire team of experts Webex messaging, video, and calling tools let agents and subject-matter experts work together to optimize every customer engagement. Log out of the current Webex Contact Center session. Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. Click on the EDIT button in the upper right corner. Normally, data displays in half-hour intervals from midnight. You answer a call, but the call disconnects after 30 seconds. The real-time reports are not refreshing on the Management Portal. To see all the existing reports, click All Reports. The row with the email details has to appear: https://app.smartsheet.com/sheets/mGxggWGV8qcxmxvgcvRmfjxqfhcCFwGg4RHmQP71?view=grid. Integration with Smartsheet using smartsheet APIs, BONUS TASK - Integration with Webex Teams (Alarm notification), https://app.smartsheet.com/sheets/mGxggWGV8qcxmxvgcvRmfjxqfhcCFwGg4RHmQP71?view=grid, https://api.smartsheet.com/2.0/sheets/6430831221729156/rows, Bearer MzAzYzk4ZWMtZWY4ZS00OTg1LTk3NmYtN2U3MWNlYTA0MzA1OTg2N2I1MWEtYzg1_PF84_1eb65fdf-9643-417f-9974-ad72cae0e10f, You will have to set the Queue ID in the PIQ node. You cannot access a module from the Management Portal, or you cannot see some entry points or queues. You can configure multiple branches within a single node. Self Service uses the Interactive Voice Response (IVR) system in the call flow. Cisco Webex Contact Center 1.0 Setup and Administration Guide, View with Adobe Reader on a variety of devices. 2022 Webex CC Lab repository, All right reserved. You cannot delete this layout. Please ask the proctor to grand the access. For the complete list of elements that you can customize, see Define a Custom Desktop Layout. Monitoring session left open for an hour or longer displays a blank page or unexpected behavior. The Team option is disabled. Agent Desktop: https://desktop.wxcc-us1.cisco.com You accidentally closed the browser window while on a call. Ensure that you use the correct DN and prefix. Bad connectivity, probably due to a network problem. However, if you download the Default Desktop Layout.json file and upload it again, it is considered a modified layout even if the file content or filename is not modified. They allow you to programmatically access and manage Smartsheet data especially read and update sheets. The Agent Desktop provides a single browser-based application that enables agents to interact with customers using voice, chat, or email. This discrepancy occurs when an agent logs out while still in the Wrap-up state without selecting a wrap-up code. from the date and time in the Login Time field. Access to Webex Contact Center . step 2. Webex. Contribute to ciscolivelabs/wxcclabguides-1 development by creating an account on GitHub. This section has the bonus category where we can check how you understand this topic. This layout generates the agent experience on the desktop for all agents who sign in as part of that team. Log out and then log in again to see the changes. Copy the existing flow Flow2 and edit the copied flow - name it Flow3; Edit the flow to go into flow designer. If you are using the Default Desktop Layout.json file without any modification, then it is considered an unmodified layout. Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. Enable wxmConfigured flag 2. Drug and drop the PIQ and EWT node from the Node Palette to the main canvas. - Equals ignore case When you resize the Agent view of a real-time agent report, tooltips for idle and wrap-up codes are sometimes displayed in In this step, we will improve the answer by changing the message and adding the PIQ variable. Webex https://admin.webex.com Webex Contact Center Management Portal Url https://portal.wxcc-us1.cisco.com https://portal.wxcc-eu1.cisco.com EU https://portal.wxcc-eu2.cisco.com APJC https://portal.wxcc-anz1.cisco.com URL https://desktop.wxcc-us1.cisco.com The status bar on the Desktop displays Not Responding and your phone does not ring. Drag the Branch node from the nodes palette to the main canvas. This enterprise-grade platform is out-of-the-box ready, yet a fully customizable cloud contact center, from the contact center market leader. Step 3. Depending on the configuration of your agent profile by the Cisco Webex Contact Center administrator, you can communicate with customers through one, two, or all the three channels.. : https://portal.wxcc-us1.cisco.com : https://portal.wxcc-eu1.cisco.com : https://portal.wxcc-eu2.cisco.com APJC: https://portal.wxcc-anz1.cisco.com After you save a custom report, wait 10-15 seconds before logging out. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com You can customize elements such as logo, title, and widgets. Step 2: Enter your username and password, and then click Login. Open the Portal > Routing Strategy > Flow page. - Not equals Include the time that the issue was first observed. Complete the Agent configuration Part 3: Enable WxM widgets in Desktop Layout 1. 2022 Cisco and/or its affiliates. Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. After resolving the problem, click one of the buttons on the message to change your state to Available or Idle . in after system restart. The Desktop users using the unmodified desktop layout receive the new layout-based features when they sign in or reload the browser. - Contains The Agent Desktop user interface is divided into three sections. The Desktop occasionally signs out agents following a network interruption. Webex . there has been a network problem, escalate to Customer Support. - Greater than In our logic, if the emails subject does not contain Cisco Live we will be adding a new row to the smartsheet with the email details (Sender Name, From Address and Subject). Sign In Need help signing in? Make sure you are not on mute. The documentation set for this product strives to use bias-free language. 2022 Cisco Systems, Inc. and/or its affiliated entities, https://dcloud2.cisco.com/instantdemo/cisco-webex-contact-center-wxcc-v4-instant-demo, https://dcloud-cms.cisco.com/help/dcloud-collaboration-contacts, Support for Custom Verticals (Website, IVR Prompts and AI), Scenario 3: Webex Contact Center Management Portal. Part 1: WxM Connector setup 1. Publish your workflow by clicking the SAVE and MAKE LIVE. Too many abandoned calls are being reported. And Columns ID were collected through API (we will need it for the API request when we will be adding a new row). Connect onError node outcome with the Close Conversation . When you escalate a Management Portal issue to Cisco Webex Contact Center Customer Support, make sure to provide the following information: The login and user name of the person experiencing the problem. Avoid refreshing the window while signed in. Go to the Services - My First Service and open the Email Inbound Flow. Smartsheet APIs are used as an example. In this task, we will use the predefined node PIQ and EWT. You are available but no calls are sent to you. Your agent softphone is not ringing, but the Desktop status bar displays Not Responding. The node has three types of output flow branches. The updated desktop layout is automatically available to the existing teams that use the unmodified desktop layout. Changes to the names of existing idle and wrap-up codes do not appear immediately in agent reports. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. https://admin.webex.com Webex . format. Callback report API needed which will return processed (success/ failed) callback request from system. The URLs for the Management Portal are specific to your region. Publish your workflow by clicking SAVE and MAKE LIVE. The Desktop users using the unmodified desktop layout receive the new layout-based features when they sign in or reload the browser. If you close the browser If a network interruption lasts longer than two minutes, instruct agents to close the current Desktop window, and then sign in using the primary URL. Webex Contact Center bietet nun eine reihe von Agent Desktop-APIs, mit denen Partner und kunden ihre eigenen Agent Desktop mit unserem aktuellen Portfolio einrichten knnen. - Contains ignore case You have successfully compleated the Lab1 and Lab2 (Email Configuration). If you experience a problem with the Desktop application, the following table may help you solve the problem. Check to make sure that cookies are enabled in Internet Explorer. : https://portal.wxcc-us1.cisco.com : https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com By default, Excel displays the data in hh:mm format. Make sure that you entered the correct DN. While you view a chart in a report or on a monitoring page, you see the following message Communication Interruption on at . Outdial Automatic Number Identification (ANI), Cisco Webex Experience Management Post Call Survey. The Desktop Layout feature allows you to configure the Webex Contact Center Desktop as per your business requirements. Minimize the Desktop, and then restore it from the taskbar. You can create a desktop layout and assign it to a team. In a real-time agent report, the wrap-up count and number of entered wrap-up codes do not match. Change the agent team, by clicking on Profile Settings. Webex S5/3 . In the default workflow, auto-reply is already configured for all new tasks. Connect exit Branch1 with the second Queue Task. Identify the API key from WxM 2. If you experience audio problems with the Desktop, the following table may help to resolve the problems. Supervisor phone rings even when the monitoring request is for a different queue. Change the agent team, by clicking on Profile Settings. Escalate all network interruptions; report the time that the problem occurred and the number of agents affected. Connect exit of the first Queue Task Queued with the HTTP Request. If this does not help, end the process from the Windows Task Manager. If using a softphone, check the Microsoft Windows and softphone settings. only the hours and minutes, and not the seconds. If you do not see a message indicating that Copy the Queue ID from the, Go back to Webex Connect and double click on the, The smartsheet API key has been generated according to the. This is because a comma separates the day You can create a desktop layout and assign it to a team. The Desktop status bar displays Re-connecting. Sign in as the agent in "Team1" and make the agent Available. an intermittent network interruption or server issue. 1) The Webex API token is generated for you. : https://portal.wxcc-us1.cisco.com : https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com End this task. Contact your Webex Contact Center administrator. the graph area instead of near the cursor. If you are using the Default Desktop Layout.json file without any modification, then it is considered an unmodified layout. The system has been unable to refresh the data in the chart since the time indicated in the message, typically because of Navigate to https://portal.wxcc-us1.cisco.com/portal in a new browser tab (Private mode) Enter the Username and Password of the Supervisor created in the first lab. - Starts with Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. application center sign in. out and log in again. If the network to the primary application center is down, Management Portal users cannot view any statistics. for that team can be monitored. The Management Portal does not display data for agents or calls, or shows that no agents are logged in. You cannot delete this layout. Global Layout: This layout is a system-generated layout that gets assigned by default when you create a team. Skill Based Routing Support for Custom Verticals (Website, IVR Prompts and AI) Scenarios Scenario 1: User Provisioning Scenario 2: Cisco Webex Control Hub Scenario 3: Webex Contact Center Management Portal Scenario 4: Agent Desktop Scenario 5: Recording Management Scenario 6: Reporting and Analytics Scenario 7: Web-Based Mobile App Instruct Open the Developer Tools (right-click anywhere on the browser and choose inspect ). Make sure you entered the correct DN and prefix. Select the right variable from the Input Variables in the right panel. The goal is to get several emails in queue. You are not able to sign in to the Desktop. You should get only 1 email without Cisco Live subject. uses audio. Sign in as the agent in Team1 and make the agent Available. When you refresh the Desktop window, you are signed out and the sign-in screen displays. If you experience a problem with the Management Portal, the following table may help you solve the problem. Note: PIQ/EWT node can currently be used only after the Queue Task Node. Webex. -Url . #CiscoLiveAPJC 2020 Cisco and/or its affiliates. The smartsheet grid was created. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com After 1 minute check the smartsheet table. In the Team section, choose the Team2from the Team drop-down list and click Save Team Selection. We will use the Branch node which allows you to split your flow based on conditional statements without the need to write any custom code. Configure WxM connector in Control hub Part 2: Onboarding CH Agent as WxM User 1. Url . Make sure that you have an access to the smartsheet table. Make sure that in Internet Explorer, the Show Pictures option is selected in the Advanced tab of the Internet Options dialog box. This lab includes multiple script customizations and shows how to create an HTTP Request which is needed for integration with external HTTP services (as an example it uses smartsheet and Webex APIs). Access to Webex Contact Center . Check the phone settings. Make sure that the privacy setting for Internet Explorer is set to Medium. Custom Layout: A layout that provides a customized desktop experience. Go to your personal email account or ask the proctor to send 2 emails with different subjects to the configured email address. - Greater than or equals During a blind transfer, call details do not display on the Desktop of the receiving agent while that agent is in the Reserved state. Cisco Webex Contact Center is a next-generation cloud contact center solution inspired by customers and architected for business. Freshdesk (JSON) https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/Freshdesk . When you create a team, the Global Layout is automatically set as the desktop layout for the team. Wait for 1 minute and check the auto response, you should see your PIQ. Ensure that you enter the correct user name and password in the sign-in screen. For more information, see Create a team. - In If the problem occurred in the Monitoring module, the number that the supervisor was attempting to call and a call session Outdial Automatic Number Identification (ANI), Cisco Webex Experience Management Post Call Survey. Enhancing Routing based on a Subject, Step 5. Connect None of the above exit with the first (existing) Queue Task. As a cloud-based subscription, Webex Contact Center enables rapid time to market and time to new revenue while minimizing upfront capital investment. When you export historical report data to Microsoft Excel that includes date and time in the hh:mm:ss format, Excel displays All rights reserved. For the complete list of elements that you can customize, see Define a Custom Desktop Layout. The Desktop status bar displays a connected state while the phone is ringing. When exported to CSV format, data in the Agent View of a current snapshot agent report displays incorrectly. Sign in again. The Desktop Layout feature allows you to configure the Webex Contact Center Desktop as per your business requirements. After reconnecting to the system following a network interruption, you are suddenly signed out. Enable Customer Experience Journey Widget 3. You can customize elements such as logo, title, and widgets. However, you can double-click in the cell to see the data in hh:mm:ss Access to Webex Contact Center . ID, if available. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. 2) Here is the example of the Postman request. Drug a second Queue Task node from the Node Palette to the main canvas. Designed and built from its foundation as a Software-as-a-Service (SaaS) cloud solution, Webex Contact Centers best-of-breed platform architecture brings your business the innovation, flexibility, scalability, and agility of the cloud without sacrificing security (Figure 1). You can collect, analyze, and present the data from various surveys as widgets on the Webex Contact Center Agent Desktop. You can create a custom layout for one or more teams. They has to be done only once. The Webex Contact Center offers Self Service functionality to handle the customer requests without involving human agents. The steps below were preconfigured for you. Custom Layout: A layout that provides a customized desktop experience. Desktop Layout Create a Desktop Layout View Layout Experience on Desktop Define a Custom Desktop Layout Before You Begin Desktop Layout Overview JSON Layout Top-Level Properties Header Widgets Navigation (Custom Pages) Persistent Widgets Auxiliary Information Pane Headless Widgets Share Data from Desktop to Widgets Preview Campaign Call Screen Pop During sign in, the error message Invalid phone number appears after you click Go. We checked that we are able to add a row through the postman acording to the. If a monitoring request is made for a team and if multiple queues use the same team for routing, any of the queue's calls If a network interruption occurs that lasts for less than two minutes, the Desktop display a Reconnecting message and then successfully reconnect. When you create a team, the Global Layout is automatically set as the desktop layout for the team. Check the volume setting on the phone and make sure that the ringer is set to high. Desktop-APIs: Agenten-Anmeldung: signiert den Agenten auf seinem Desktop und verhindert die doppelte Anmeldung, wenn bereits eine aktive Sitzung vorhanden ist. This IVR includes basic activities such as Play Message, Collect Digits, and Menu. From the Navigation Apps drop-down list, select Reports. Produkt: Webex Contact Center Operativsystem: Chrome OS, macOS, Windows 10 Till: Partner Prenumerera 04 december 2022 | 117 visning (ar) | 0 personer tyckte att detta var till hjlp Nyheter i Webex Contact Center Se vad som r nytt fr de senaste uppdateringarna i Webex Contact Center. This node provides the callers current Position in Queue (PIQ) and the Estimated Wait Time (EWT). Make sure the agent is logged into the agent interface https://desktop.wxcc-us1.cisco.com/ Make the agent Available by selecting the appropriate state in the upper left corner. S Webex SMCrm . - Not in Double-click the second Queue Task node and set the following options: Go to your personal email account or ask the proctor to send 2 emails with and without the Cisco Live subject. Check to make sure that your PC is not also running other software that If you assign a new desktop layout when an agent is signed in, the agent must reload the page to see the new layout. If not, escalate to Customer Support. Here we give you the task without a step-by-step explanation the result will be the message from the Webex bot in our Cisco Live space. Global Layout: This layout is a system-generated layout that gets assigned by default when you create a team. Look for a round Record button () in the upper-left corner of the Network tab; red indicates record in is progress and grey indicates it is disabled. Note: Your PIQ node ID can be different from the example above. The URLs for the Management Portal are specific to your region. Signed in agents cannot see changes made to Skill profile. The flow developer can use these variables with flow logic to determine agent availability in a queue and route elsewhere when needed. https://admin.webex.com Webex . Re-launching the Desktop while you are signed in may create problems. 8. Check the format of the DN that you entered and make sure that the number is valid. https://desktop.wxcc-anz1.cisco.com *.freshdesk.com Freshdesk https://freshdesk.com/ . - Less than or equals Occasionally the message Please Refresh the Page appears in the Real-Time Reports module. Go to the agent desktop https://desktop.wxcc-us1.cisco.com. You should get only 1 email without "Cisco Live" subject. This can happen when you leave the Desktop open for long periods of time. - Equals Step 1: Open the Agent Desktop interface from a web browser using the URL provided by your Organization Administrator. Access to Webex Contact Center . The updated desktop layout is automatically available to the existing teams that use the unmodified desktop layout. Check to see if the computer network cable has been disconnected or loosened. Enter the email address for your Webex account. Open Windows Task Manager and end all browser processes. From the Internet Explorer Tools menu, disable pop-up blockers. Do not open more than one Desktop application at a time on the desktop. The URLs for the Management Portal are specific to your region. If the problem persists for several minutes, notify your system administrator. The supported conditions are: Copy out the flow and configure the advanced flow 2. URL URL . agents to always go into the Idle state and then click the Log Out button to log out rather than closing the browser while logged in. The real-time report statistics are not displayed. Check the DN (dial number), including the dialing prefix, and make sure it is correct. You are talking to a customer, but the Desktop status bar displays Reserved. - Ends with This is transient for teams that log in for the first time. Enhance the existing flow with an authentication piece The URLs for the Management Portal are specific to your region. Use case: As a supervisor, I want to get the notifications in the Webex Teams if there are more then 3 email in queue (PIQ > 3). Schedule this demo and get the lab guide: Access all available Cisco dCloud content. Cisco Public 3 WCC in 60 Seconds All rights reserved. The agent needs to sign in again to view the changes. - Between. Note: There is a default call activity report that installs with Cisco Webex . You can customize elements such as logo, title, and widgets. window while the call is on hold, the system automatically takes the call off hold. https://admin.webex.com Webex . These branches get triggered based on return status and values of EWT and PIQ. Click the EDIT button in the upper right corner. A call ends, but the monitoring screen indicates that the call is still in progress. Maximize the window to display the tooltip near the cursor. WebexCC Salesforce Desktop Report View. Learn more about how Cisco is using Inclusive Language. For a new team, data in the agent interval report displays in half-hour intervals from the time an agent on the team logs Cisco Webex Experience Management Post Call Survey Troubleshooting Report Parameters Desktop Layout The Desktop Layout feature allows you to configure the Webex Contact Center Desktopas per your business requirements. Step 4. Desktop: https://desktop.wxcc-us1.cisco.com\ Steps 1. The idea is to show that you can integrate the Flow with Webex Teams and this can be used as the notifications for supervisors based on the specific criteria. 2. With that, you will be able to improve the script and do a more advanced configuration. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com Before proceeding with the configuration task, you need to understand the flow logic. Make sure you are in the Available state and are signed in to the correct team. In the Historical Reports module, occasionally the parameters for a customized default report are not saved after you log This lab will give you a detailed understanding of the workflow logic. Drug and drop the HTTP Request node from the Node Palette to the main canvas. Call details display when the second agent answers the call. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com Open Google Chrome and navigate to the page where the issue occurs. This layout generates the agent experience on the desktop for all agents who sign in as part of that team. Sign in to the Desktop again. As an example, we are going to make the integration with the external product through smartsheet APIs. Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. You can create a custom layout for one or more teams. Check to make sure that you enetered the correct user name and password. In this task, you will learn how to work with the HTTP Request node. Create new Agent in CH 2. Launch pages and graphs do not display properly. If you close the browser window while on a call, you cannot sign in again until you complete the call. If Not Responding displays in the Desktop status bar, change to the Available state and wait for the next call. Reporting Agent Desktop Issues to Customer Support When you escalate an Agent Desktop issue to Cisco Webex Contact Center Customer Support, make sure to provide the following information: Ask the agent to provide a screen capture of the Agent Desktop screen. The time that the issue was first observed. Smartsheet Table: smartsheet table - Less than If you are unable to sign in, escalate to Customer Support. Make sure that the agent is in IDLE state in the Agent Desktop. Note: You cannot change your team if you have active tasks, interactions, or incoming task requests. In Salesforce, click App Launcher on top left and then choose Webex Contact Center. - Regular expression (RegEx) If you assign a new desktop layout when an agent is signed in, the agent must reload the page to see the new layout. Instead, agent reports If it is not there, the task will be routed to another queue Email_Q2. Url . The Reserved state is transient. Contribute to ciscolivelabs/wxcclabguides development by creating an account on GitHub. When you escalate an Agent Desktop issue to Cisco Webex Contact Center Customer Support, make sure to provide the following information: Ask the agent to provide a screen capture of the Agent Desktop screen. Portal: https://portal.wxcc-us1.cisco.com/portal In the Team section, choose the Team2 from the Team drop-down list and click Save Team Selection. https://admin.webex.com Webex . For more information, see Create a team. If the sign in fails with the primary URL, instruct agents to use the backup You cannot log in to the Management Portal. The Time Value displays in two cells instead of one when exported to CSV format. Include the time that the issue was first observed. When Cisco adds a new feature to the Desktop Layout, the unmodified layout is updated automatically with the new features. When Cisco adds a new feature to the Desktop Layout, the unmodified layout is updated automatically with the new features. In this task, you will be checking Cisco Live text in the Subject. Note: If Reports is not listed, click Edit > Add More Items and add the Reports. Close both the Desktop and the browser after you sign out of the system. Connect: https://cl1pod.imiconnect.io/ (where is your POD number). Troubleshooting Management Portal Problems, Reporting Management Portal Issues to Customer Support, Reporting Agent Desktop Issues to Customer Support. display the previous code names before they were edited or N/A for a new code. Go to your personal email account or ask the proctor to send 1 email without the Cisco Live subject. 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Escalate to Customer Support they allow you to programmatically access and manage smartsheet data especially read and update.... Without Cisco Live text in the Login time field the computer network has. Is still in progress agents or calls, or queues the Microsoft Windows softphone! Flow logic to determine agent availability in a Queue and route elsewhere needed... And do a more advanced configuration get only 1 email without Cisco text! The Interactive Voice Response ( IVR ) system in the subject a cloud-based subscription, Webex Contact Center Portal! For the team drop-down list and click SAVE team Selection out while still in the agent Available end this,... The buttons on the Desktop status bar displays a blank page or unexpected.! Teams that use the correct privileges to access these modules, entry points or queues auto-reply... Manager and end all browser processes the Webex Contact Center Management Portal can customize, see Define custom! At a time on the message to change your state to Available or Idle IVR ) system in team. Day you can customize, see Define a custom Desktop layout and assign it to team! Help, end the process from the date and time to new revenue while minimizing upfront investment! Bar displays reserved Position in Queue without & quot ; and make sure that issue. Agents are logged in ( ANI ), Cisco Webex Contact Center is a call... File without any modification, https desktop wxcc us1 cisco com it is not ringing, but the call flow has. External product through smartsheet APIs the following table may help to resolve the.!, see Define a custom Desktop layout is automatically set as the agent configuration part:... Post call Survey you should get only 1 email without the Cisco Live subject longer a... Routing based on a call Ends, but the monitoring request is for a new feature the! Contains ignore case you have active tasks, interactions, or email Cisco! Please refresh the Desktop status bar, change to the Control Hub at https: <... Wait for the Management Portal are specific to your personal email account or ask the proctor to 2. Displays incorrectly instead, agent Reports if it is considered an unmodified layout is automatically set the. Explorer, the global layout is a system-generated layout that gets assigned by default when you create a layout. The problems in agents can not see changes made to Skill Profile node Palette to the Desktop users using default... //Portal.Wxcc-Eu2.Cisco.Com after 1 minute check the DN ( dial number ) cookies enabled... Get triggered based on return status and values of EWT and PIQ add the Reports will how! Center Management Portal are specific to your region needed which will return processed success/... An unmodified layout are talking to a team and configure the Webex Contact Center Desktop per...: Agenten-Anmeldung: signiert den Agenten auf seinem Desktop und verhindert die doppelte Anmeldung wenn. Will return processed ( success/ failed ) callback request from system read and update sheets any remaining Webex Center! 60 seconds all rights reserved please refresh the page appears in the real-time Reports are not able to improve script! Signiert den Agenten auf seinem Desktop und verhindert die doppelte Anmeldung, wenn bereits eine aktive Sitzung vorhanden.... Intervals from midnight email address ; flow page an example, we are able to in... The time that the issue was first observed and Lab2 ( email configuration ) in! Bereits eine aktive Sitzung vorhanden ist flow with an authentication piece the URLs for the team drop-down list, Reports... Codes do not match the task will be able to improve the script and do a more advanced configuration status! Only 1 email without Cisco Live subject the Postman request shows that no are. The documentation set for this product strives to use bias-free language the first Queue task values. Without the Cisco Live & quot ; Team1 & quot ; Cisco Live.. Hours and minutes, and not the seconds.freshdesk.com Freshdesk https: and. Ready, yet a fully customizable cloud Contact Center market leader signed in may create problems used only the. Users can not see changes made to Skill Profile call activity report that installs with Cisco Contact... More Items and add the Reports existing teams that log in again to see all the existing that. The SAVE and make Live clicking SAVE and make the agent Available enetered the correct user name and.... Network interruption, you can customize elements such as logo, title, and present the data from various as... The Desktop you understand this topic this task, you are unable to sign in as the Desktop. The Branch node from the Navigation Apps drop-down list and click SAVE Selection! There, the system automatically takes the call disconnects after 30 seconds different subjects to the Available state wait! Mm: ss access to the Control Hub at https: //app.smartsheet.com/sheets/mGxggWGV8qcxmxvgcvRmfjxqfhcCFwGg4RHmQP71? view=grid account or ask the proctor send. In half-hour intervals from midnight account or ask the proctor if you have access... Three types of output flow branches subscription, Webex Contact Center disable pop-up blockers for you Explorer the. Bad connectivity, probably due to a network problem, escalate to Support... The ringer is set to high helps you quickly narrow down your search results by suggesting possible matches you. Prefix, and make sure that the call, probably due to a team the network the. A connected state while the phone and make the integration with the Management Portal users can see. If it is correct in a Queue https desktop wxcc us1 cisco com route elsewhere when needed send... With flow logic to determine agent https desktop wxcc us1 cisco com in a Queue and route elsewhere when.... Section, choose the Team2 from the Management Portal collect Digits, and the. In to the Control Hub at https: //admin.webex.com and the Webex Center. Right variable from the Windows task Manager rings even when the second agent answers the.. Out-Of-The-Box ready, yet a fully customizable cloud Contact Center Management Portal users can not a! Closed the browser appear: https: //admin.webex.com and the Webex Contact Center leave the Desktop layout is automatically to. Sure that the agent team, the wrap-up count and number of agents affected -. //Portal.Wxcc-Eu2.Cisco.Com after 1 minute check the auto Response, you can create a https desktop wxcc us1 cisco com! Are unable to sign in to the Services - My first Service and open the Portal & gt flow! Get triggered based on a call, you should see your PIQ CH as... Dialog box a team and update sheets are sent to you the Input Variables in the cell see. Requests without involving human agents use bias-free language remaining Webex Contact Center 1.0 Setup and Administration Guide View. Off hold to access these modules, entry points, or queues of time ; add Items... Is automatically set as the Desktop open for an hour or longer displays a blank page or behavior..., see Define a custom layout: this layout is a next-generation cloud Contact Center URLs the! ; and make the agent experience on the Desktop, the system automatically takes the call flow Desktop. Discrepancy occurs when an agent logs out while still in the Available state and are signed out it Flow3 EDIT. System following a network interruption, you are Available but no calls are sent to.... Using Inclusive language Define a custom Desktop layout username and password section has the bonus category where we check... Inbound flow you leave the Desktop layout receive the new layout-based features when they sign in as part that... The diagram below and call the proctor to send 2 emails with different subjects to the Control Hub https! Enabled in Internet Explorer, the wrap-up state without selecting a wrap-up code another... //Desktop.Wxcc-Us1.Cisco.Com & # 92 ; Steps 1 changes made to Skill Profile signed out Customer.. Right reserved that use the unmodified Desktop layout and assign https desktop wxcc us1 cisco com to a Customer, but the Desktop bar. Setting for Internet Explorer, the task will be able to sign in the! Ensure that you can customize, see Define a custom layout: this layout the! Bereits eine aktive https desktop wxcc us1 cisco com vorhanden ist then it is not listed, click all.... Desktop as per your business requirements minute and check the format of the current Webex Center. Agents or calls, or incoming task requests task will be checking Cisco Live text the! Allows you to configure the Webex Contact Center Management Portal are specific to your region this! Close both the Desktop ringing, but the call off hold with flow logic to agent. Cisco Public 3 WCC in 60 seconds all rights reserved configure WxM connector in Control part... Voice Response ( IVR ) system in the team section, choose Team2from! Task Queued with the Desktop, the following table may help you solve the,... Is ringing the global layout is updated automatically with the Management Portal are to... To interact with customers using Voice, chat, or you can customize, see Define a custom layout!, click EDIT & gt ; add more Items and add the Reports appear: https: EU! Not there, the following table may help to resolve the problems matches as you type while. That we are going to make the agent configuration part 3: Enable WxM widgets Desktop. Return processed ( success/ failed ) callback request from system format of the above exit with the email Inbound.! A cloud-based subscription, Webex Contact Center 1.0 Setup and Administration Guide, View with Adobe on...

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