This is a sample web component widget that shows you how to build a customized Address Book with Click to dial, Transfer, Consult and other functionalities using a web component widget. reach out to a business with the channels of choicefrom anywhere, at any time, under any condition. Click the Edit icon in the Actions column of a specific customer. For Support and Assistance, use the Cisco Developer Community Page: Need Help? These insights add to a rich customer profile that supports teams in solving their queries. You can search and view conversation transcripts in the Search page based on the following field values. Customer not attended: Rule is triggered when the chat is idle for a pre-configured duration. The open architecture and APIs gives you the flexibility to: Browse through our collection of APIs to start building your own solutions. - Microsoft 365 App Certification | Microsoft Learn Download PDF Learn SaaS Apps Webex Contact Center for Microsoft Teams Article 09/09/2022 6 minutes to read 1 contributor Feedback Choose the category of information you want to see for this app: Use the Edit and Delete icons respectively to edit and delete the parameters. Webex: Is It Right for Your Contact Center? Logout by system: Rule is triggered when the agent logs out of the chat console automatically. Enter the predefined values in the text box. In the Appearance tab, configure the following fields. You can invoke CX APIs on behalf of another CX user in a secure way and use them with third party integrations by granting them a temporary access token. Set to SMS, Facebook Messenger, Livechat, and Email, and WhatsApp. Click Upload File. Cisco could have taken old BroadSoft code and tried to retrofit a CCaaS solution. with Webex Contact Center from the Webex Connect application appear here. The Default group Click the Show without any restrictions radio button to show the widget all the time regardless of any restrictions set for the widget visibility. Developers can build, enhance and customize their Customer experience solution with the rich set of APIs, that includes Contact Center, AI, Journey . To delete a banned customer IP address, click the Delete icon in the Actions column of a specific customer. Sign into developer.webex-cx.com with a valid Webex Control Hub Account. sign in as 5/10/15/20/30/60/90 minutes. Check the Display Response on Chat Console check box to enable the agent to see the target system response in the chat console. Select an option, whether to trigger rule Manually, By API, or By System. WhatsApp templates are currently not supported even if the template option is visible in the WhatsApp compose box. Click the Multimedia Template radio button to create a Multimedia template. This is a sample application that has example calls for the new /search endpoint that is powered by GraphQL. The Facebook Messenger channel enables customers to communicate with agents through the Facebook Messenger on the Facebook page. document.getElementById( "ak_js_5" ).setAttribute( "value", ( new Date() ).getTime() ); Please fill out the form below and your Teams Market Guide will be sent to you. Download the Webex desktop and mobile apps One platform, with all the ways to connect. If nothing happens, download GitHub Desktop and try again. Turn on the Display Approximate Wait Time toggle button and click one of the following radio buttons: In the Set Chat Announcement section, turn on the Allow logging of chat announcement toggle button to configure personalized announcements on the widget. The new digital channel administration is split into the following areas. It is mandatory to click Save Changes at the bottom-right corner of the screen to apply any actions performed on the blocklists screen. Displays the number of agents that are part of this team. Click Search to view all the files that you uploaded during the chosen period. with the agents. If you still have questions visit our FAQs page to learn more. A success message appears on the screen and the system lists the IP details on the banned customers screen. You can define the following types of skills: A proficiency skill can have a value ranging from 0 to 10 that represents the agent's level of expertise in the skill. TeamNames: Enter the team names as comma-separated values. Click the respective radio button and click Add to save the parameters. Events allow In many forward-thinking organizations, the contact center is a critical cog in their CX strategy. Channel assets are business entry points for your customers to reach out to the business contact center. All announcements, action button text, error notifications, chat transcripts display in the Check the Is Follow-up template check box to set the template as follow-up message of the previous chat conversation. A skill profile is a set of skills that can be collectively assigned to a team or agent. On selection of this condition, a text box is displayed. If a customer blocks an agent during a conversation, the customer cannot receive the agent's messages. Choose the Custom Payload radio button to pass the payload in JSON format. conversational lifecycle events. For more information The maximum length of a banner is 75 characters. Chat created: Rule triggers automatically when a chat is created. The default language is English. Skill requirements are assigned to the QueueTask node in the Webex Connect flow. Enter the blocked word in the Enter word to blocklist field beside the Add Word button. Custom fields are editable fields Moreover, the advent of 5G brings the ability to take video calls from anywhere, enabling new use cases. files: 3. You can configure Rules through JavaScript code. Allow Emojis: You can turn on this toggle button to allow customers to send emojis during the conversations on the widget. to use Codespaces. Additionally, you can mark Global variables as reportable, whereby values are available in the Analyzer for custom reporting. Many Git commands accept both tag and branch names, so creating this branch may cause unexpected behavior. You can choose to pass the payload using either Key Value Pair or Custom Payload. The list includes the following This rule is currently not supported in Webex Contact Center. The API samples are divided into several folders. When you use these parameters in the template text, the corresponding values are dynamically substituted when agents can view and update values for these variables in the Agent Desktop during customer interaction. Sign into the Webex Connect application to create the SMS asset. This rule is currently not supported in Webex Enter the respective downloadable URL in the Enter Media URL field. message until that agent removes that word. Cisco Webex is a cloud-based business communications company that specializes in meetings, calling, messaging, and video conferencing. In utilities, it has provided the platform for engineers to solve problems over video without traveling to the customers house. Select an option, whether to trigger rule Manually or By API or By System. System Parameters: Click the @@ icon beside the emoji icon above the Template Text field or click @@ in the template text field to view the list of system parameters. Click New Digital Channels to launch the default console. One can formulate multiple request types that support the GraphQL syntax. With changing demographics and individual habits, consumers expect to 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. Indeed, it boasts native UC capabilities and harnesses CPaaS as a foundational layer to build innovative apps, enabling the collaborative, intelligent digital contact center of tomorrow. The system doesn't support real time read receipts on the customer end. Enter comma-separated Email IDs in the text box. The system calls this URL when the event is triggered. Webex was able to rapidly transform the City of Buffalo's essential 311 call center to allow agents to work safely from home. Chat is closed: Rule is triggered when the chat is closed. This is a sample web component widget that shows you how to use the Call Control Methods available on the JS SDK to enable the following functionalities: Transfer, Click to dial, Consult, Pause, Resume, Hold, Unhold and more, using a web component widget. a specific value. For Choose Header/Query Param/Request Body from the Pass Through drop-down list. message with images and buttons to enable the customer to respond with a click of a button. your agents to trigger workflows on-demand during an active conversation. In the Escalations section, you can enable escalations. Enter the call-to-action (CTA) button name. Any action on the Force Turn Off toggle button is displayed to the customer without refreshing the browser. on the Agent Desktop. Configure the following settings: In the Unavailability Banner Message text field, enter a message about the unavailability of the widget. Click the Right Arrow icon to move the blocked word to the Inactive list. In the Widget Visibility tab, define the visibility of the widget on the website. Youll This includes the capability to cut out background noise across voice and video a feature sourced from our Webex Meetings solution. For email: set to the primary customers email address (from address) by default. The system doesn't support voice messages for the WhatsApp channel. Otherwise, you can configure the parameters and pass them How Is AI Improving Contact Center Security and Compliance? Inserts a hyperlink on the text selected. The optional Skills-Based Routing matches the needs of contacts with agents who have the skills to best meet those needs. Useful to search for email conversations. Allows you to configure entry points to a workflow that invokes on the back of conversation lifecycle events, or manually file size: 3 MB, Max. You can enter a maximum of 4096 characters in the text box. The parameters should prefix with @@ and close in curly {} braces in the data field. Message sent: Rule triggers when a message is sent. Customers can initiate Customers need to add This is a sample application that shows you how to build a scheduler service that obtains a new access token every 10 hours from Webex and persist this onto your local datastore. license are not listed here, resynchronize users manually using Control Hub. Click the Download sample file here link to download the sample .csv file. For example, you might create a skill named Line of Business that can have The system supports the following multimedia types: Choose the type of media in the Media Type field. Enter the word (max 30 characters) in the given text field. Check the Lock Template check box to lock templates. Check the Form Encode Request Body checkbox to pass the form encoded parameters in the request body. Channel assets registered Based on the status card selection, you can view chat details such as chat ID, customer ID, priority, agent ID, average response Useful to search for SMS conversations. file size: 5 MB. Channel: Enter the name of the channel, such as All, Facebook, SMS, Email, Livechat, or WhatsApp. For example, for postman, it is : For your local app, it will be in the format. The Text column supports all Unicode characters. What's New in Webex Contact Center. (Optional) Enter a customized message in the Template Text field. agent tries to send to the customer. The Webex APIs provide your applications with direct access to the Cisco Webex Platform, giving you the ability to: Create a Webex space and invite people Search for people in your company Post messages in a Webex space Get Webex space history or be notified in real-time when new messages are posted by others Primarily used to access past conversation transcripts and agent monitoring capabilities. Please fill out the form below and your Media Kit will be sent to you. Fortunately, embedded CPaaS functionalities within the Webex Contact Center help operations to dip their toe into the water of cloud software. Yet, it is perhaps ideal for collaborative enterprises looking to kickstart their cloud transformation, harness customer insight, and reposition their contact center as the cornerstone of CX. Chat idle: Rule triggers automatically when a chat is Idle. You can choose the relevant parameters and compose the Any changes that you make in the widget settings reflect only after the customers refresh the web page. The Status column shows the status of the uploaded file as Completed, Completed with errors, or Failed. You can configure the OOO message in the message Custom fields are editable value of true to your most experienced agents. Learn more about how Cisco is using Inclusive Language. Outbound message contains: Rule is triggered when an outbound message contains a configured word. Each skill in the profile is assigned Name of the user ( ) as configured in Control Hub, Business address of the asset, such as SMS number, WhatsApp number or Facebook page link, Name of the asset as configured on the Webex Connect application, Internal ID generated for the asset by Webex Contact Center, Timestamp when the asset was registered with Webex Contact Center, Default priority that applies to the channel asset (currently not applicable to Webex Contact Center). The Portal provides access to Webex Contact Center modules that enable authorized users to view real-time and historical contact center data, silently monitor interactions directed to destination sites, create agent accounts and other contact center resources, and control contact treatment and distribution by . Enter the Colour Code for the widget. Full name of the customer as received from the channel and configurations in the Create Conversation node in the flow. This is a sample application that shows you how to obtain an access token. These include contact center applications, but also applications unique to different industries. This rule is currently not supported in Webex Contact Center. The work-life balance section of their dashboard presents statistics on how many calls back-to-back theyve had and the duration of those calls, uncovering worrying patterns likely to lead to burnout. Click OK to delete the chosen Event or Rule. The documentation set for this product strives to use bias-free language. These samples are only meant to provide working, starter code and many layers have been simplified and abstracted away to focus on the Webex Contact Center use cases. or Complaints. Our Webex Chat Assistant can help and connect you with an agent if needed. Small business account management (paid user). This field accepts all Unicode characters. Earning leader status in the Aragon Research Globe for Intelligent Contact Centers and winning Best Contact Center Platform at the 2022 CX Awards added glossy icing to the cake. When building a production grade solution, please consider the overall architecture and design with a security first approach. You can configure either an agent name or generic alias in the chat transcript as the agent identifier to protect the privacy Check the Is End template check box to set the template as a closing message of the chat conversation. An Email channel enables users to send email messages with tables, embedded links, and attachments. When a customer shares a live location or contact, it doesn't render on the Agent Desktop. Click the Text Template radio button to create a Text template. As such, contact centers have a clear view of how frequently customers call, which agents they speak to, alongside their intent and sentiment. You can create Custom Flow variables in Webex Connect and mark those variables as Agent-viewable and Agent-editable. Currently, Webex Contact Center does not support skill profile assigned to a team. Click the delete icon beside the template group name. You can set up the responses in Templates, In the Management Portal navigation bar, choose New Digital Channels to launch the default console. Enter the message that a customer views on the widget. Getting Started with the Webex Contact Center APIs and how to create a pair of Client ID or Client Secret for OAuth2 etc. To do this, turn on the On/Off JavaScript Rule toggle button on the top-right corner of the Configure Rule page. Applies Enter the URL in the given field that is called when the event is triggered. through all the popular channels of communication. Logout by user: Rule is triggered when the agent logs out of the chat console manually. You can use the integrations that you have created in the Developer Portal and use it in the CX portal by widening its scope. Sign in to the Webex Connect application to create the Facebook Messenger asset. An enum skill is a named set of predefined values. Yet, Webex works closely with its considerable on-premises customer base to understand these. And, what will that look like compared to how the contact center is run today?. If you choose the PCI compliance option to drop attachments, the system overrides the Allow Attachments configuration. a conversation with the contact center using the Livechat widget. Create an entry point with the channel type as Email and map the asset that you created in the Webex Connect application. For more information, see Livechat Asset Creation. skills, such as language fluency or product expertise. Nevertheless, cloud readiness varies across different sectors. Choose the condition from the Fire When drop-down list. Click the Edit icon in the Actions column of an Event or Rule. document.getElementById( "ak_js_9" ).setAttribute( "value", ( new Date() ).getTime() ); document.getElementById( "ak_js_10" ).setAttribute( "value", ( new Date() ).getTime() ); document.getElementById( "ak_js_11" ).setAttribute( "value", ( new Date() ).getTime() ); document.getElementById( "ak_js_12" ).setAttribute( "value", ( new Date() ).getTime() ); document.getElementById( "ak_js_13" ).setAttribute( "value", ( new Date() ).getTime() ); document.getElementById( "ak_js_14" ).setAttribute( "value", ( new Date() ).getTime() ); (JPEG or PNG format, max file size 500KB), Your advert will have a 'get in touch' button - please provide us with a landing page with information of how readers can contact you e.g. You can add emojis to the customized text. Earning leader status in the Aragon Research Globe for Intelligent Contact Centers and winning Best Contact Center Platform at the 2022 CX Awards added glossy icing to the cake. For more information, see Email Asset Creation. document.getElementById( "ak_js_7" ).setAttribute( "value", ( new Date() ).getTime() ); Please fill out the form below and the relevant Media Kit will be sent to you. The system displays this message to the customers who Not just a contact center. Unfortunately, many operations fail to harness this insight, with their technology unable detect network jitters, technology failures, and sentiment lapses that curtail customer experiences. Consider the UC features first. Choose the type of response format in the Expected Response Format field as JSON. Delete the help notes in the .csv file before you upload it. Although you can manage the sites from Cisco Webex Control Hub, you can't sync As such, they can reimagine many customer journeys. You can sign-up using below URL and register to any course that is available in the Course Catalog: https://golearn.webex.com/learn Please rate helpful posts and if applicable mark "Accept as a Solution". clicks the icon to open the widget. Nevertheless, savvy buyers factor in their unique requirements when considering new technologies. Was it the quality of the call, a latency issue, a technology failure, or a coaching gap? Create an entry point with the Channel Type as Social Channel and Social Channel Type as WhatsApp. For more information, see Facebook Messanger Asset Creation. If the agent types a message that contains any of the blocked words, the system displays a warning and it doesn't send the Turn on the Clear threads at end user's widget toggle button to clear chats when a customer clicks End chat or navigate to a different website or close the browser. Use this toggle button to enable or disable attachments on the Agent Desktop. Sign into Webex Connect to create the Livechat asset. For more information, see Skill Profiles. To know Chrome Enterprise Recommended is Google's partner program that showcases third-party solutions . A Livechat channel facilitates businesses to engage and support their website visitors and customers. Further, you can configure the allowable number The customer can then initiate a conversation with an agent. Turn on the Website Force Turn Off toggle button to force turn off the Livechat widget. Click the Custom Payload radio button to pass the payload in JSON format. By default, the Admin Console has one team within the Default group Check the Is Follow-up template check box to set the template as a follow-up message of the previous chat conversation. Accepted file types: jpg, jpeg, png, Max. In the upload templates file, even if a single record ends with a delimiter (|), all the records in that file must end with When you choose the Custom Param as the value from the list, choose one of these radio buttons: Allow agent to enter value manually: This option allows the agent to enter the values manually before calling an external URL to post the data. Aragon Research Globe for Intelligent Contact Centers, one to eight percent over the past four years, The CX Awards 2023: Applications Are Now Open! (Optional) Enter a customized message in the Template Text field. Use the Upload Templates feature to perform bulk upload of templates. A locked template displays the Yet, their complex networks of on-premise systems limit CX agility. Custom fields are editable customers message, they are replaced with an asterisk (*) before they are sent to the agents. In addition to supervisor dashboards, each Webex Contact Center user can access collaboration insights, which offer personalized statistics on how they use their time. Click Add New Event on the top-right corner of the screen. Yet, this is not the only data that can enrich agent experiences. For example: . All premium agent-licensed agents are mapped to the Default team. If a customer deletes a message using the Delete for Everyone feature, the message will not be deleted on the Agent Desktop. more about how to get this account, see Create your Business Manager account. Bulk upload reduces the time taken to create templates However, the Webex Contact Center is designed differently. Contact your Account Manager to request the provisioning of the WhatsApp channel (such as, asset creation in Webex Connect) and to share the Whatsapp Terms & Conditions. Enter IP Start Range, IP End Rage, and Reason for banning a customer in the respective text boxes. In the Custom Blocklist section, add your own list of words to the blocklist. Work fast with our official CLI. the context of interactions that are handled in Webex Contact Center. Ensure that the Close chats on the server upon chat abandonment toggle button is disabled. Webex Contact Center supports new digital channelsFacebook Messenger, WebChat, Email, SMS, and WhatsAppwith enhanced capabilities. When calling for help with issues other than sales, Payment issues, service activation, cancelation, billing, and sales tax inquiries, Getting started with the service and for question on features and functionality. the customized text. Enter the word (max 30 characters) in the given text field. The example uses a simple javaScript injection technique to inject the form in any webpage of your choice. A boolean skill can have the value of true or false to indicate whether or not the agent has the skill. As such, it meets the needs of contact centers across all verticals. Note: While entering the Redirect URI, ensure it has the right URL. even in locked templates. Accepted file types: jpg, jpeg, png, Max. This toggle button instructs the application to automatically close chats on the server when customers abandon the chats. Turn on the Enable chat history in agent replies on email channel toggle button to allow agents to send chat history in their replies. A default list of emojis is provided on the widget. document.getElementById( "ak_js_8" ).setAttribute( "value", ( new Date() ).getTime() ); Please fill out the form below and your selected Media Kit will be sent to you. For example, you might define a skill named Extension Applies preset heading or paragraph styles to the text. Contact Center Cisco Webex Contact Center Configuration Guides Cisco Webex Contact Center Setup and Administration Guide Updated: October 21, 2022 Chapter: Contact Routing Chapter Contents About Contact Routing Configure Multimedia Profiles Flow Designer Getting Started Access the Flow Designer Application Flow Designer Browser Requirements Please take a look at the Index of all the Samples Below , These basic samples will help you understand the Webex Contact Center APIs available today on the Webex Contact Center Developer Portal, To get started, create an App Integration on the Developer Portal: The app uses Webex Contact Center's "/search" API powered by GraphQL. Hence, the agent doesn't know which message the customer replied to. You need to choose By API for this rule to work on your tenant. If you do not see your asset, such as SMS number, Facebook Messenger page, Livechat App, WhatsApp or Business Email Account Custom Fields: Enter custom fields in the template body using chevron brackets. You can view each status on its own card to see the specific chat count for that status. These samples are meant to be used, as "samples", for demos, and to understand how to interact with the WebexCC APIs. Webex Contact Center doesn't support the On Hold status. Note: While entering the Redirect URI, ensure it has the right URL. Both Tasks and Agent Sessions are supported. Use the Pipe symbol (|) as a delimiter to enter multiline text in the Text column. With digital disruptors increasing their market share from one to eight percent over the past four years, the need for stalwart financial institutions to innovate quickly is clear. Contact sales by selecting your country/region. Work with your Account Manager to verify your business and set up your WhatsApp Business account number. about Facebook page creation and management, see Facebook article. , Stay on the Cutting Edge with the CX Today Newsletter, 10 CCaaS Providers to Keep an Eye On in 2022, The Zoom Contact Center Is Now Available In the UK & Ireland, CCaaS Now Drives Over a Third of Sprinklrs New Bookings, 3 Customer Experience Trends That Will Make Their Mark in 2023. Without in-built CPaaS capabilities, businesses would have to rack and stack all their tools, access a host of APIs, and write lots of code to create such contact center journeys. You can enter a maximum of 2000 characters in the text box. Many organizations, which typically operate in highly compliance-driven environments, have reservations. Official Code samples & snippets repository for Webex Contact Center APIs. It would be great to follow the samples in the following order. (Optional) Enter a customized message in the Template Text field. This setting is not currently applicable to Webex Contact Center. Agent ID is configured to CI User ID as part of the initial phase and cannot be used in this phase. Displays the number of administrators that manage this team. Enter Key and Value details to pass them in the header. Displays information on chats traffic and workforce-related metrics. Click View Results to view chats that satisfy the filter conditions. Cisco Webex Contact Center Setup and Administration Guide, View with Adobe Reader on a variety of devices. Each tab displays the Click the Action Template radio button to create an Action template. Creating an Application Integration will give you a set of Client ID and Client Secret that you will need for this sample. by specifying skill relaxations in the QueueTask node. and group them in a Template Group to organize the content and make the templates easier to find. Text: Compose the template text as per the configured character limit for each channel template. 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. This announcement appears when an agent Turn on the Hide widget for new customers or when existing customers refresh the browser toggle button to hide the widget for the new customers without displaying the banner message. Learn more. This is a sample wallboard application that has examples for Realtime and Historical API calls using the new /search endpoint that is powered by GraphQL. Check the Mandatory Parameter check box if the system must use this parameter when triggering an event. This field is for validation purposes and should be left unchanged. As a result, Webex caters to contact centers across different verticals, harnessing partner innovation to build custom solutions that meet unique needs. The chat log dialog box appears on the screen. Center. The customer All premium agent-licensed agents are mapped to the Default team. Paste the script above the
