Webex CCE now offers the Cloud-Connected UC analytics that allows the operations and support team to monitor any issues that are related to call quality. The metrics help the operations and support team to analyze aspects of call quality if there is a degradation.

Webex CCE is now a Cloud Security Alliance (CSA) STAR Level 1 Certified solution.

Webex CCE is now compliant with the Kari's law and Ray Baum's Act of January 6, 2022 for providing 911 dialing support for all fixed interconnected and nonfixed interconnected devices in the U.S. region. For more information, see the Cisco Webex CCE 9-1-1 Compliance section in the Webex Contact Center Enterprise Partner Technical Guide.

Webex CCE now supports two models of hybrid cloud deployments—SBC Peering Hybrid Model and Localized RTP Hybrid Model , that allow you the flexibility of few Contact Center and Call Control appliances running in your premise data centers and the rest of the appliances moved to Webex CCE cloud. For more information on hybrid models, see the following documents:

• The Customer Premise PSTN section in the Webex Contact Center Enterprise Partner Technical Guide.

• The Webex CCE Partner Managed Premise Business White Paper.

You can now connect to Webex CCE through Equinix facilities in the U.S. and EMEA regions. Connect your WAN directly to the Webex CCE Business Partner Network (BPN) through peering over one or more Equinix Cloud Exchange (ECX) fabric locations with bandwidth options ranging from 200 MB to 10 GB. For information about how to establish connectivity, see the Webex CCE Equinix Connectivity Process section in the Webex Contact Center Enterprise Partner Technical Guide.

This feature provides the flexibility for agents and supervisors to access the Finesse desktop from anywhere through the Internet without requiring VPN connectivity to the Finesse server.

Important Considerations

Consider the following when you access the Finesse desktop through internet without the VPN connectivity to the Finesse server:

• Finesse IP Phone Agent (FIPPA) is not supported.

• Multiple devices accessing Finesse desktop via Network Address Translation (NAT) is not supported.

Webex CCE Unified Intelligence Center now allows the non-administrative entity owners to view the All Users group in the permission modal and assign permissions.

Webex CCE now allows you to set up preferred agent for a particular customer during chat interactions. After you set up the preferred agent for a customer, chat activities from the customer is routed to the preferred agent for the incoming chat.

Webex CCE leverages Artificial Intelligence (AI) and Natural Language Understanding (NLU) to provide services that assist agents. These Contact Center AI services are available for the agents through the Agent Answers gadget and the Call Transcript gadget on the Cisco Finesse desktop.

The Agent Answers gadget displays relevant suggestions and recommendations in real time for the agent to consider. The suggestions and recommendations are based on the ongoing conversation between the caller and the agent. Agent Answers enhances the customer experience because the timely suggestions improve the ability of the agent to respond.

The Call Transcript gadget dynamically converts the ongoing voice conversation to text and presents the text to an agent for real-time viewing and reference.

Important Considerations

Consider the following before using the Agent Answers services:

• Agent Answers services are supported on calls that originate from CVP routing clients. Calls originating from routing clients other than CVP or calls that are sent using the translation route to CVP do not support the Agent Answers services.

• Agent Answers services aren’t supported in the following call scenarios:

  • Direct Extension calls

  • Outbound campaign calls and agent-initiated outbound calls.

  • Calls routed to agents on non-CUCM Peripheral Gateways such as the TDM PG and System PG

  • Transfer and conference calls

• Agent Answers services aren't supported with G.729 endpoint codecs.

Webex CCE now enables your contact center to scale up to 36000 agents.

Webex CCE now supports the Webex Workforce Optimization offering. See https://www.cisco.com/c/en/us/support/contact-center/webex-workforce-optimization/series.html.

The Virtual Agent–Voice (VAV) feature provides enhanced onboarding experience to the OEM customers (customers who use Cisco's contract, billing, and support for Google's speech services) via Webex Control Hub. The OEM customers can use Cisco services coupled with Google’s cloud-based AI-enabled speech services.

Virtual Agent–Voice for Dialogflow CX leverages Google's Dialogflow CX service that allows designing virtual voice agents and creating and connecting complex IVR call flows.

Using Google Dialogflow CX, multiple agents can be created under the same Project ID and can be accessed and managed for different lines of business with a single Google account. For more information, refer to the Google Dialogflow CX documentation at https://cloud.google.com/dialogflow/cx/docs

Webex CCE now supports the Cisco Unified Intelligence Center reporting application that complies with Web Content Accessibility Guidelines (WCAG) 2.0. For more information on the supported JAWS version, see Voluntary Product Accessibility Templates (VPAT) report for Contact Center at https://www.cisco.com/c/en/us/about/accessibility/voluntary-product-accessibility-templates.html

When agents and supervisors need to use different devices that are configured with the same extension, the administrator must enable the Agent Device Selection feature for them. Agents and supervisors can select one of the endpoints (Desk Phone with Extension Mobility, Desk Phone without Extension Mobility, Jabber, and so on) on the shared Automatic Call Distribution (ACD) lines as the active device while signing in to Finesse desktop. This informs the solution to ignore the other devices and use the indicated device as the only source for call interaction. This allows effective control of the call irrespective of from where the user connects to the system. The user can switch the device based on where they are working, across shifts in an office, moving from one office to another across various locations, or working from home.

When the user signs in with the desired extension, the device selection screen displays a list of devices that share the same extension. If the required device is not listed, the user can refresh the list of devices (if the required device is not listed) and select the device that has to be used as the active device for the current desktop session.

For more information on device selection, see the Agent Device Selection section in Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Webex CCE.

Webex CCE now supports peripheral gateway (PG) maintenance mode, which allows the Cisco Finesse server to reconnect to the alternate PG without interrupting the current operations. When the Agent PG maintenance mode is initiated, Finesse desktop users do not see any interruption during sign in, state operations, or call operations.

Finesse desktop supports accessing multiple gadgets through tabs within a single gadget called Multi-Tab gadget. The Multi-Tab gadget allows the desktop to render more gadgets in a single desktop view and thus allows the contact center to efficiently utilize the desktop area. It enables more information to be presented to the agent in a concise and readily accessible manner, without forcing the user to scroll the page or switch the Finesse gadget container to see additional information.

The Multi-Tab gadget can host most gadgets supported by Cisco Finesse desktop. Multiple instances of Multi-Tab gadget containing different groups of gadgets are also supported, which helps users to stack groups of gadgets as required to customize their desktop.

The Multi-Tab gadget cannot host the following gadgets: Manage Chat and Email gadget (Finesse Agent desktop and Supervisor desktop) Advanced Supervisor Capabilities gadget (Finesse Supervisor desktop)

The Multi-Tab gadget functionality supports the maximize and collapse options when configured as a page-level gadget or as a desktop container tab level gadget in the default layout setting.

For more information about this feature, see Multi-Tab Gadgets section in Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Webex CCE.

As a Webex CCE Partner, if you access the Unified Contact Center Enterprise Administration portal, you must take a note of the following enhancements that are completed to improve the user experience:

Simplified Administration Console for Unified CCE

The Administration Console has been fully redesigned to be more contemporary and efficient. The new console streamlines administrative tasks by merging actions that were previously distributed across the Administration, System, and Tools Consoles.

Consolidation of Consoles into the Administration Console

• System Console functions have been consolidated into the new Administration Console. This group of features is available only to users who have system-level view permissions and system-level manage permissions.

• Tools Console functions have been consolidated into the new Administration Console. Some of the utilities within the Tools Console are available only to users who have system- level view permissions and system-level manage permissions.

Reorganization of Configurations and Settings

• Settings and the configuration processes necessary to setup and maintain the product have been restructured and reorganized to improve the user experience.

• Settings that are specific to particular apps or features of the application can be configured within the same space.

• Apps and their configuration elements have been combined to reduce the number of mouse-clicks and navigation necessary to complete an app’s configuration process.

Pagination and Filters

• The Administration Console has been restructured to use pagination to improve the user experience. This removes clutter from the console and allows users to navigate through the different functions of the console with ease.

• A filtering search feature is available to help users to quickly find the functions they want. This search feature works across the pagination and auto-completes as the user types in the feature name. Filtering search functionality is available in the List and Properties pages to quickly locate objects in the system and save time during the configuration process.