The supported conditions are: After 1 minute check the smartsheet table. If this does not help, end the process from the Windows Task Manager. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com Sign in again. Drug and drop the PIQ and EWT node from the Node Palette to the main canvas. Changes to the names of existing idle and wrap-up codes do not appear immediately in agent reports. 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). The status bar on the Desktop displays Not Responding and your phone does not ring. You can customize elements such as logo, title, and widgets. 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. When Cisco adds a new feature to the Desktop Layout, the unmodified layout is updated automatically with the new features. ID, if available. 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. You do not have the correct privileges to access these modules, entry points, or queues. 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. Escalate all network interruptions; report the time that the problem occurred and the number of agents affected. When you create a team, the Global Layout is automatically set as the desktop layout for the team. 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. For a new team, data in the agent interval report displays in half-hour intervals from the time an agent on the team logs All rights reserved. By default, Excel displays the data in hh:mm format. Drug a second Queue Task node from the Node Palette to the main canvas. As an example, we are going to make the integration with the external product through smartsheet APIs. WebexCC Salesforce Desktop Report View. Enable Customer Experience Journey Widget 3. You cannot delete this layout. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Connect onError node outcome with the Close Conversation . In a real-time agent report, the wrap-up count and number of entered wrap-up codes do not match. URL URL . The Time Value displays in two cells instead of one when exported to CSV format. Smartsheet Table: smartsheet table Ensure that you enter the correct user name and password in the sign-in screen. Webex . 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. Self Service uses the Interactive Voice Response (IVR) system in the call flow. 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. If you experience audio problems with the Desktop, the following table may help to resolve the problems. Go to your personal email account or ask the proctor to send 2 emails with different subjects to the configured email address. Complete the Agent configuration Part 3: Enable WxM widgets in Desktop Layout 1. Make sure that the privacy setting for Internet Explorer is set to Medium. When you refresh the Desktop window, you are signed out and the sign-in screen displays. You should get only 1 email without "Cisco Live" subject. Outdial Automatic Number Identification (ANI), Cisco Webex Experience Management Post Call Survey. an intermittent network interruption or server issue. : https://portal.wxcc-us1.cisco.com : https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com Ensure that you use the correct DN and prefix. Note: There is a default call activity report that installs with Cisco Webex . In this task, you will learn how to work with the HTTP Request node. 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. 2) Here is the example of the Postman request. Enhance the existing flow with an authentication piece 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 you are using the Default Desktop Layout.json file without any modification, then it is considered an unmodified layout. 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 The Desktop status bar displays Re-connecting. 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. 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). 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. Monitoring session left open for an hour or longer displays a blank page or unexpected behavior. After resolving the problem, click one of the buttons on the message to change your state to Available or Idle . Drug and drop the HTTP Request node from the Node Palette to the main canvas. #CiscoLiveAPJC 2020 Cisco and/or its affiliates. Occasionally the message Please Refresh the Page appears in the Real-Time Reports module. If it is not there, the task will be routed to another queue Email_Q2. Agent Desktop: https://desktop.wxcc-us1.cisco.com Instead, agent reports - Starts with Please ask the proctor to grand the access. 8. Connect None of the above exit with the first (existing) Queue Task. You should get only 1 email without Cisco Live subject. You can create a desktop layout and assign it to a team. Check the volume setting on the phone and make sure that the ringer is set to high. For more information, see Create a team. When you export historical report data to Microsoft Excel that includes date and time in the hh:mm:ss format, Excel displays Copy the existing flow Flow2 and edit the copied flow - name it Flow3; Edit the flow to go into flow designer. In the Team section, choose the Team2 from the Team drop-down list and click Save Team Selection. You cannot access a module from the Management Portal, or you cannot see some entry points or queues. Re-launching the Desktop while you are signed in may create problems. Access to Webex Contact Center . - Not in The node has three types of output flow branches. With that, you will be able to improve the script and do a more advanced configuration. S Webex SMCrm . Callback report API needed which will return processed (success/ failed) callback request from system. 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 You can create a desktop layout and assign it to a team. Url . Make sure you are in the Available state and are signed in to the correct team. During a blind transfer, call details do not display on the Desktop of the receiving agent while that agent is in the Reserved state. - Greater than or equals 1) The Webex API token is generated for you. This layout generates the agent experience on the desktop for all agents who sign in as part of that team. The Desktop Layout feature allows you to configure the Webex Contact Center Desktop as per your business requirements. 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. Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. You can customize elements such as logo, title, and widgets. - Contains ignore case Desktop: https://desktop.wxcc-us1.cisco.com\ Steps 1. Cisco Webex Contact Center 1.0 Setup and Administration Guide, View with Adobe Reader on a variety of devices. The URLs for the Management Portal are specific to your region. Minimize the Desktop, and then restore it from the taskbar. You have successfully compleated the Lab1 and Lab2 (Email Configuration). They allow you to programmatically access and manage Smartsheet data especially read and update sheets. Do not open more than one Desktop application at a time on the desktop. You can create a custom layout for one or more teams. Global Layout: This layout is a system-generated layout that gets assigned by default when you create a team. This is because a comma separates the day You accidentally closed the browser window while on a call. Include the time that the issue was first observed. Connect exit of the first Queue Task Queued with the HTTP Request. Maximize the window to display the tooltip near the cursor. Open Google Chrome and navigate to the page where the issue occurs. In this step, we will improve the answer by changing the message and adding the PIQ variable. The smartsheet grid was created. This lab will give you a detailed understanding of the workflow logic. step 2. Step 1: Open the Agent Desktop interface from a web browser using the URL provided by your Organization Administrator. 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.. Outdial Automatic Number Identification (ANI), Cisco Webex Experience Management Post Call Survey. Custom Layout: A layout that provides a customized desktop experience. In this task, we will use the predefined node PIQ and EWT. The Team option is disabled. Please follow the diagram below and call the proctor if you have any questions. Before proceeding with the configuration task, you need to understand the flow logic. Step 2: Enter your username and password, and then click Login. We checked that we are able to add a row through the postman acording to the. The row with the email details has to appear: https://app.smartsheet.com/sheets/mGxggWGV8qcxmxvgcvRmfjxqfhcCFwGg4RHmQP71?view=grid. In this task, you will be checking Cisco Live text in the Subject. The Agent Desktop provides a single browser-based application that enables agents to interact with customers using voice, chat, or email. Log out and then log in again to see the changes. The URLs for the Management Portal are specific to your region. In the Historical Reports module, occasionally the parameters for a customized default report are not saved after you log You are available but no calls are sent to you. If the sign in fails with the primary URL, instruct agents to use the backup However, you can double-click in the cell to see the data in hh:mm:ss Cisco Public 3 WCC in 60 Seconds If Not Responding displays in the Desktop status bar, change to the Available state and wait for the next call. Signed in agents cannot see changes made to Skill profile. - Between. Check the format of the DN that you entered and make sure that the number is valid. The updated desktop layout is automatically available to the existing teams that use the unmodified desktop layout. Escalate to Customer Support. Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. This can happen when you leave the Desktop open for long periods of time. Contact your Webex Contact Center administrator. Smartsheet APIs are used as an example. Close any remaining Webex Contact Center windows and log in again. The Reserved state is transient. uses audio. The goal is to get several emails in queue. Freshdesk (JSON) https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/Freshdesk . 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. Enter the email address for your Webex account. from the date and time in the Login Time field. 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. From the Internet Explorer Tools menu, disable pop-up blockers. If you assign a new desktop layout when an agent is signed in, the agent must reload the page to see the new layout. Publish your workflow by clicking the SAVE and MAKE LIVE. The Management Portal does not display data for agents or calls, or shows that no agents are logged in. Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. You can configure multiple branches within a single node. Sign In Need help signing in? Make sure that you have an access to the smartsheet table. 2022 Cisco and/or its affiliates. format. Connect: https://cl1pod.imiconnect.io/ (where is your POD number). You can collect, analyze, and present the data from various surveys as widgets on the Webex Contact Center Agent Desktop. This discrepancy occurs when an agent logs out while still in the Wrap-up state without selecting a wrap-up code. You are talking to a customer, but the Desktop status bar displays Reserved. - Ends with Url . If the problem persists for several minutes, notify your system administrator. 2. End this task. 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. : https://portal.wxcc-us1.cisco.com : https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com 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. Identify the API key from WxM 2. This node provides the callers current Position in Queue (PIQ) and the Estimated Wait Time (EWT). 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. The Desktop users using the unmodified desktop layout receive the new layout-based features when they sign in or reload the browser. out and log in again. Portal: https://portal.wxcc-us1.cisco.com/portal The real-time reports are not refreshing on the Management Portal. Desktop-APIs: Agenten-Anmeldung: signiert den Agenten auf seinem Desktop und verhindert die doppelte Anmeldung, wenn bereits eine aktive Sitzung vorhanden ist. the graph area instead of near the cursor. The time that the issue was first observed. Connect exit Branch1 with the second Queue Task. window while the call is on hold, the system automatically takes the call off hold. Instruct https://admin.webex.com Webex . In the Team section, choose the Team2from the Team drop-down list and click Save Team Selection. Open the Developer Tools (right-click anywhere on the browser and choose inspect ). there has been a network problem, escalate to Customer Support. Supervisor phone rings even when the monitoring request is for a different queue. The steps below were preconfigured for you. 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. Include the time that the issue was first observed. Make sure that you entered the correct DN. If you are unable to sign in, escalate to Customer Support. The Desktop occasionally signs out agents following a network interruption. As a cloud-based subscription, Webex Contact Center enables rapid time to market and time to new revenue while minimizing upfront capital investment. 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 Webex S5/3 . This layout generates the agent experience on the desktop for all agents who sign in as part of that team. Go to the agent desktop https://desktop.wxcc-us1.cisco.com. Close both the Desktop and the browser after you sign out of the system. Click on the EDIT button in the upper right corner. for that team can be monitored. Check to see if the computer network cable has been disconnected or loosened. 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. Note: If Reports is not listed, click Edit > Add More Items and add the Reports. During sign in, the error message Invalid phone number appears after you click Go. 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. From the Navigation Apps drop-down list, select Reports. Select the right variable from the Input Variables in the right panel. The real-time report statistics are not displayed. Check the DN (dial number), including the dialing prefix, and make sure it is correct. : 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 For more information, see Create a team. Cisco Webex Contact Center is a next-generation cloud contact center solution inspired by customers and architected for business. You can create a custom layout for one or more teams. Check the phone settings. - Not equals The Desktop users using the unmodified desktop layout receive the new layout-based features when they sign in or reload the browser. Sign in as the agent in "Team1" and make the agent Available. Copy out the flow and configure the advanced flow 2. If not, escalate to Customer Support. Normally, data displays in half-hour intervals from midnight. Contribute to ciscolivelabs/wxcclabguides-1 development by creating an account on GitHub. Contribute to ciscolivelabs/wxcclabguides development by creating an account on GitHub. 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. Wait for 1 minute and check the auto response, you should see your PIQ. The Desktop Layout feature allows you to configure the Webex Contact Center Desktop as per your business requirements. -Url . Step 3. To see all the existing reports, click All Reports. https://admin.webex.com Webex . - In display the previous code names before they were edited or N/A for a new code. If you are using the Default Desktop Layout.json file without any modification, then it is considered an unmodified layout. When exported to CSV format, data in the Agent View of a current snapshot agent report displays incorrectly. The agent needs to sign in again to view the changes. These branches get triggered based on return status and values of EWT and PIQ. They has to be done only once. 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. The Desktop status bar displays a connected state while the phone is ringing. Webex. 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. Troubleshooting Management Portal Problems, Reporting Management Portal Issues to Customer Support, Reporting Agent Desktop Issues to Customer Support. Make sure you entered the correct DN and prefix. Change the agent team, by clicking on Profile Settings. This is transient for teams that log in for the first time. If you close the browser Webex. Note: PIQ/EWT node can currently be used only after the Queue Task Node. If you experience a problem with the Management Portal, the following table may help you solve the problem. You answer a call, but the call disconnects after 30 seconds. https://desktop.wxcc-anz1.cisco.com *.freshdesk.com Freshdesk https://freshdesk.com/ . Log out of the current Webex Contact Center session. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com Drag the Branch node from the nodes palette to the main canvas. The flow developer can use these variables with flow logic to determine agent availability in a queue and route elsewhere when needed. in after system restart. Go to the agent desktop https://desktop.wxcc-us1.cisco.com. This IVR includes basic activities such as Play Message, Collect Digits, and Menu. Custom Layout: A layout that provides a customized desktop experience. https://admin.webex.com Webex . And Columns ID were collected through API (we will need it for the API request when we will be adding a new row). Launch pages and graphs do not display properly. 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). Check to make sure that your PC is not also running other software that Check to make sure that you enetered the correct user name and password. Global Layout: This layout is a system-generated layout that gets assigned by default when you create a team. The updated desktop layout is automatically available to the existing teams that use the unmodified desktop layout. For the complete list of elements that you can customize, see Define a Custom Desktop Layout. Make sure you are not on mute. Too many abandoned calls are being reported. You are not able to sign in to the Desktop. You can customize elements such as logo, title, and widgets. https://admin.webex.com Webex . Access to Webex Contact Center . If the problem occurred in the Monitoring module, the number that the supervisor was attempting to call and a call session When Cisco adds a new feature to the Desktop Layout, the unmodified layout is updated automatically with the new features. Make sure that the agent is in IDLE state in the Agent Desktop. Make sure that in Internet Explorer, the Show Pictures option is selected in the Advanced tab of the Internet Options dialog box. Bad connectivity, probably due to a network problem. Go to the Services - My First Service and open the Email Inbound Flow. - Less than or equals - Less than 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 Webex Contact Center offers Self Service functionality to handle the customer requests without involving human agents. When you create a team, the Global Layout is automatically set as the desktop layout for the team. If using a softphone, check the Microsoft Windows and softphone settings. - Equals ignore case If you experience a problem with the Desktop application, the following table may help you solve the problem. While you view a chart in a report or on a monitoring page, you see the following message Communication Interruption on at