![]() ![]() With this enhancement, Webex ContactĬenter provides helpful resources and quick links that you can leverage to access the breadth of our Webex Contact Center Webex Contact Center is consolidating all administrative configurations in Control Hub. Regionalized media support and rollout of Webex CCAI in additional data centers (Singapore and Mumbai) are currently in progress.įor more information, see Virtual Agent-Voice in Webex Contact Center.Ī new consolidated Webex Contact Center administrator experience in Control Hub Webex CCAI is now co-located with RTMS and rolled out in other data centers extending the Virtual Agent Voice feature (Googleĭialogflow CX) with RTMS to the UK, EU, Japan, and Australia in addition to the US. To enable this feature in opt-in limited availability, contact your Partner, Customer Success Manager, or Cisco We'll enable this feature for customers only after the necessary reviewĪnd agreement. This feature is in opt-in limited availability (LA). Support for Virtual Agent Voice with Dialogflow CX in additional data centers ![]() For more information, see Module Settings. To restrict access to any of these features. Going forward, customers can create custom profiles The existingĪdministrator and supervisor profiles can have access to these features. Work types, aux codes, address books, outdial ANI, global variables, desktop layout, and multimedia profiles. With this enhancement, user profiles can control access to contact center features such as agent profiles, skills, skill profiles, For known issues in Supervisor Desktop, see Known Issues.Įnhanced access control for Webex Contact Center user profiles With custom widgets to meet specific contact center requirements.įor more information, see the articles listed under Supervisor. Send broadcast message to a team of agents (Powered by Webex): Supervisors can send contextual information to a team of agents through a broadcast message using the Webex app within theĬustomizable Desktop Layout: Administrators can now control desktop features for supervisors through Desktop layouts. Send 1:1 message to agents (Powered by Webex): Supervisors can select an agent in the Team Performance Widget and quickly guide that agent through a 1:1 message. Mid-Call Monitoring: Supervisors can select an agent in the Team Performance widget and choose to monitor an ongoing voice call midway between Team Performance Widget: Supervisors can obtain a 360° view of real-time agent information across teams and perform specific supervisory actions Home Page for Supervisors: Supervisors can track contact center KPIs and metrics in real-time from the Supervisor Desktop Home page. ![]() AdministratorsĬan configure role-based access for supervisors.Īdministrators can configure role-based access for supervisors. Role-based Sign in: Supervisors can choose to sign into the Desktop as a dedicated supervisor or in a dual role as a supervisor and agent. The first set of features and capabilities include the following: The administrator can customize the Supervisorĭesktop with widgets to address specific Contact Center business needs. It allows supervisors to manage, monitor, assess, guide, and assist agents. The Webex Contact Center Supervisor Desktop provides a holistic supervisor experience within a centralized interface. For more information, see Search entities in a flow. Also, this feature helps flow developers find and replace text inputs wherever required in theįlow. Search capability in Flow Designer enables flow developers to search for variables, activities, expressions, and so on easilyĪnd quickly within a flow. For more information, see Create and manage flows. The connections, curved lines enhance the view of connectors between different activities. In complex flows where straight lines tend to overlap making it difficult to trace This feature enhances the overall aestheticsĪs curved lines make flows more intuitive. This feature enables a toggle between curved lines and straight lines for each flow. Support for curved connector lines in Flow Designer ![]()
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