After 1 minute check the smartsheet table. This is because a comma separates the day Step 3. Enable Customer Experience Journey Widget 3. The Desktop Layout feature allows you to configure the Webex Contact Center Desktop as per your business requirements. If you experience audio problems with the Desktop, the following table may help to resolve the problems. : https://portal.wxcc-us1.cisco.com : https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com In a real-time agent report, the wrap-up count and number of entered wrap-up codes do not match. Access to Webex Contact Center . The updated desktop layout is automatically available to the existing teams that use the unmodified desktop layout. Log out and then log in again to see the changes. - Regular expression (RegEx) 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. You can collect, analyze, and present the data from various surveys as widgets on the Webex Contact Center Agent Desktop. Enter the email address for your Webex account. You should get only 1 email without Cisco Live subject. Close any remaining Webex Contact Center windows and log in again. 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. You can configure multiple branches within a single node. The Management Portal does not display data for agents or calls, or shows that no agents are logged in. - Contains ignore case Close both the Desktop and the browser after you sign out of the system. Connect None of the above exit with the first (existing) Queue Task. Escalate to Customer Support. only the hours and minutes, and not the seconds. Cisco Webex Contact Center 1.0 Setup and Administration Guide, View with Adobe Reader on a variety of devices. Drug and drop the PIQ and EWT node from the Node Palette to the main canvas. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com When exported to CSV format, data in the Agent View of a current snapshot agent report displays incorrectly. 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. Access to Webex Contact Center . If you are unable to sign in, escalate to Customer Support. This can happen when you leave the Desktop open for long periods of time. https://desktop.wxcc-anz1.cisco.com *.freshdesk.com Freshdesk https://freshdesk.com/ . You cannot delete this layout. 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. Make sure you are not on mute. Connect onError node outcome with the Close Conversation . When you create a team, the Global Layout is automatically set as the desktop layout for the team. Note: There is a default call activity report that installs with Cisco Webex . The Team option is disabled. - Less than or equals In the default workflow, auto-reply is already configured for all new tasks. - Greater than or equals End this task. window while the call is on hold, the system automatically takes the call off hold. Smartsheet APIs are used as an example. In Salesforce, click App Launcher on top left and then choose Webex Contact Center. Supervisor phone rings even when the monitoring request is for a different queue. Copy out the flow and configure the advanced flow 2. Avoid refreshing the window while signed in. 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. 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. 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. Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. Check to see if the computer network cable has been disconnected or loosened. The row with the email details has to appear: https://app.smartsheet.com/sheets/mGxggWGV8qcxmxvgcvRmfjxqfhcCFwGg4RHmQP71?view=grid. URL URL . 8. The real-time report statistics are not displayed. Note: You cannot change your team if you have active tasks, interactions, or incoming task requests. 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. Drug and drop the HTTP Request node from the Node Palette to the main canvas. 2022 Webex CC Lab repository, All right reserved. You can create a custom layout for one or more teams. Minimize the Desktop, and then restore it from the taskbar. - Ends with - In 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. Ensure that you enter the correct user name and password in the sign-in screen. Call details display when the second agent answers the call. As a cloud-based subscription, Webex Contact Center enables rapid time to market and time to new revenue while minimizing upfront capital investment. In the Team section, choose the Team2 from the Team drop-down list and click Save Team Selection. The Desktop occasionally signs out agents following a network interruption. You answer a call, but the call disconnects after 30 seconds. All rights reserved. Not just a contact center. there has been a network problem, escalate to Customer Support. for that team can be monitored. Note: If Reports is not listed, click Edit > Add More Items and add the Reports. The time that the issue was first observed. Launch pages and graphs do not display properly. Check the format of the DN that you entered and make sure that the number is valid. 2. 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. These branches get triggered based on return status and values of EWT and PIQ. If the network to the primary application center is down, Management Portal users cannot view any statistics. Webex. Custom Layout: A layout that provides a customized desktop experience. You cannot log in to the Management Portal. You can create a custom layout for one or more teams. Please follow the diagram below and call the proctor if you have any questions. If you do not see a message indicating that To see all the existing reports, click All Reports. Make sure you are in the Available state and are signed in to the correct team. You can create a desktop layout and assign it to a team. Wait for 1 minute and check the auto response, you should see your PIQ. If you experience a problem with the Desktop application, the following table may help you solve the problem. This node provides the callers current Position in Queue (PIQ) and the Estimated Wait Time (EWT). The node has three types of output flow branches. Part 1: WxM Connector setup 1. After reconnecting to the system following a network interruption, you are suddenly signed out. Access to Webex Contact Center . 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. - Less than Click on the EDIT button in the upper right corner. The agent needs to sign in again to view the changes. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com If you are using the Default Desktop Layout.json file without any modification, then it is considered an unmodified layout. Open the Portal > Routing Strategy > Flow page. When Cisco adds a new feature to the Desktop Layout, the unmodified layout is updated automatically with the new features. If not, escalate to Customer Support. uses audio. A call ends, but the monitoring screen indicates that the call is still in progress. The URLs for the Management Portal are specific to your region. Your agent softphone is not ringing, but the Desktop status bar displays Not Responding. They allow you to programmatically access and manage Smartsheet data especially read and update sheets. You cannot delete this layout. Contribute to ciscolivelabs/wxcclabguides development by creating an account on GitHub. If this does not help, end the process from the Windows Task Manager. 2022 Cisco and/or its affiliates. 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. While you view a chart in a report or on a monitoring page, you see the following message Communication Interruption on at . In this task, you will learn how to work with the HTTP Request node. Make sure that the agent is in IDLE state in the Agent Desktop. The Desktop users using the unmodified desktop layout receive the new layout-based features when they sign in or reload the browser. Log out of the current Webex Contact Center session. Enhancing Routing based on a Subject, Step 5. Step 2: Enter your username and password, and then click Login. Agent Desktop: https://desktop.wxcc-us1.cisco.com Go to your personal email account or ask the proctor to send 1 email without the Cisco Live subject. Check to make sure that you enetered the correct user name and password. However, you can double-click in the cell to see the data in hh:mm:ss Identify the API key from WxM 2. In this task, we will use the predefined node PIQ and EWT. Note: PIQ/EWT node can currently be used only after the Queue Task Node. Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. 1) The Webex API token is generated for you. Webex S5/3 . You can create a desktop layout and assign it to a team. When you create a team, the Global Layout is automatically set as the desktop layout for the team. In the Team section, choose the Team2from the Team drop-down list and click Save Team Selection. The goal is to get several emails in queue. 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 After resolving the problem, click one of the buttons on the message to change your state to Available or Idle . This enterprise-grade platform is out-of-the-box ready, yet a fully customizable cloud contact center, from the contact center market leader. You are talking to a customer, but the Desktop status bar displays Reserved. Schedule this demo and get the lab guide: Access all available Cisco dCloud content. Escalate all network interruptions; report the time that the problem occurred and the number of agents affected. 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). 2) Here is the example of the Postman request. - Equals ignore case From the Navigation Apps drop-down list, select Reports. 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). 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 EU: https://portal.wxcc-eu2.cisco.com Desktop: https://desktop.wxcc-us1.cisco.com\ Steps 1. Go to your personal email account or ask the proctor to send 2 emails with different subjects to the configured email address. https://admin.webex.com Webex . If a network interruption occurs that lasts for less than two minutes, the Desktop display a Reconnecting message and then successfully reconnect. format. All rights reserved. Instruct The URLs for the Management Portal are specific to your region. S Webex SMCrm . 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 The steps below were preconfigured for you. During a blind transfer, call details do not display on the Desktop of the receiving agent while that agent is in the Reserved state. Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. Maximize the window to display the tooltip near the cursor. Make sure that you have an access to the smartsheet table. For more information, see Create a team. 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. Make sure that you entered the correct DN. Global Layout: This layout is a system-generated layout that gets assigned by default when you create a team. The Desktop users using the unmodified desktop layout receive the new layout-based features when they sign in or reload the browser. You are available but no calls are sent to you. Re-launching the Desktop while you are signed in may create problems. Contact your Webex Contact Center administrator. https://admin.webex.com Webex . 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 from the date and time in the Login Time field. Enable wxmConfigured flag 2. The status bar on the Desktop displays Not Responding and your phone does not ring. Troubleshooting Management Portal Problems, Reporting Management Portal Issues to Customer Support, Reporting Agent Desktop Issues to Customer Support. 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. Include the time that the issue was first observed. In the Historical Reports module, occasionally the parameters for a customized default report are not saved after you log North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com https://admin.webex.com Webex . As an example, we are going to make the integration with the external product through smartsheet APIs. out and log in again. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com the graph area instead of near the cursor. When you refresh the Desktop window, you are signed out and the sign-in screen displays. Check to make sure that your PC is not also running other software that When you export historical report data to Microsoft Excel that includes date and time in the hh:mm:ss format, Excel displays Drag the Branch node from the nodes palette to the main canvas. If you experience a problem with the Management Portal, the following table may help you solve the problem. Learn more about how Cisco is using Inclusive Language. The flow developer can use these variables with flow logic to determine agent availability in a queue and route elsewhere when needed. Sign in again. The smartsheet grid was created. Enhance the existing flow with an authentication piece an intermittent network interruption or server issue. When you resize the Agent view of a real-time agent report, tooltips for idle and wrap-up codes are sometimes displayed in - Starts with Bad connectivity, probably due to a network problem. - Equals Complete the Agent configuration Part 3: Enable WxM widgets in Desktop Layout 1. Select the right variable from the Input Variables in the right panel. Connect exit Branch1 with the second Queue Task. Configure WxM connector in Control hub Part 2: Onboarding CH Agent as WxM User 1. 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. https://admin.webex.com Webex . If it is not there, the task will be routed to another queue Email_Q2. The documentation set for this product strives to use bias-free language. Freshdesk (JSON) https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/Freshdesk . 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 . You can customize elements such as logo, title, and widgets. Do not open more than one Desktop application at a time on the desktop. 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. If you assign a new desktop layout when an agent is signed in, the agent must reload the page to see the new layout. For the complete list of elements that you can customize, see Define a Custom Desktop Layout. Step 4. For more information, see Create a team. application center sign in. Signed in agents cannot see changes made to Skill profile. Open Windows Task Manager and end all browser processes. 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). They has to be done only once. display the previous code names before they were edited or N/A for a new code. 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. 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. Publish your workflow by clicking SAVE and MAKE LIVE. The URLs for the Management Portal are specific to your region. Outdial Automatic Number Identification (ANI), Cisco Webex Experience Management Post Call Survey. Ensure that you use the correct DN and prefix. Smartsheet Table: smartsheet table Copy the existing flow Flow2 and edit the copied flow - name it Flow3; Edit the flow to go into flow designer. The Agent Desktop user interface is divided into three sections. Webex . Publish your workflow by clicking the SAVE and MAKE LIVE. The real-time reports are not refreshing on the Management Portal. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. You are not able to sign in to the Desktop. - Contains step 2. Self Service uses the Interactive Voice Response (IVR) system in the call flow. Make sure you entered the correct DN and prefix. The Desktop Layout feature allows you to configure the Webex Contact Center Desktop as per your business requirements. Include the time that the issue was first observed. You do not have the correct privileges to access these modules, entry points, or queues. WebexCC Salesforce Desktop Report View. 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. We checked that we are able to add a row through the postman acording to the. This lab will give you a detailed understanding of the workflow logic. From the Internet Explorer Tools menu, disable pop-up blockers. Go to the agent desktop https://desktop.wxcc-us1.cisco.com. Click the EDIT button in the upper right corner. Custom Layout: A layout that provides a customized desktop experience. Sign in as the agent in "Team1" and make the agent Available. The Time Value displays in two cells instead of one when exported to CSV format. The Reserved state is transient. For a new team, data in the agent interval report displays in half-hour intervals from the time an agent on the team logs 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. Make sure that in Internet Explorer, the Show Pictures option is selected in the Advanced tab of the Internet Options dialog box. : 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 Sign in as the agent in Team1 and make the agent Available. For the complete list of elements that you can customize, see Define a Custom Desktop Layout. Drug a second Queue Task node from the Node Palette to the main canvas. Open Google Chrome and navigate to the page where the issue occurs. If the problem persists for several minutes, notify your system administrator. 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. 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