Provisioning

Tenant Settings

You can use the Webex Contact Center Management Portal to configure the tenants that your administrator provisions for your enterprise. To view the tenant settings for your enterprise, click your enterprise name under the Provisioning module in the navigation bar.

Click the following tabs to configure the tenant settings:

General Settings
Provisioning
Settings
Module Permissions
Other Permissions

General Settings

The General Settings tab displays the following settings.

In the following table, the cross mark (✓) at the Tenant column indicates the settings that the authorized users of your enterprise specify. Similarly the ✓ mark in the Partner column identifies the settings that the partner administrator specifies. The ✓ in the Webex Contact Center column identifies the settings that the Webex Contact Center administrator specifies.

To modify the settings, click Edit at the bottom of the page.


Setting	Description	Tenant	Partner	Webex Contact Center
Tenant Details
Name	The name of your enterprise.	✓	✓	✓
Description	(Optional) The description for your enterprise.	✓	✓	✓
Login Domain	The value to uniquely identify your enterprise.		✓	✓
Time Zone	The time zone that you provision for your enterprise. For more information, see About Time Zones.	✓	✓	✓
Tenant Configuration XML URL	The location of the XML configuration file for your enterprise			✓
IVR Park URL	The location of the audio file that plays while a call is in the queue. The audio filename is available in the Routing Strategy module. The system concatenates the filename to the path specified in this field. Note: If a tenants IVR Park URL changes, you must update all the relevant routing strategies for the tenant with the new url.			✓
Status	The status of the tenant. You cannot change the status of the tenant.

Provisioning

The Provisioning tab displays the following settings. The partner administrator and the Webex Contact Center administrator specify these settings.

To modify the settings, click Edit at the bottom of the page.


Setting	Description
System Profile
Workforce Options	Allows the supervisors to manage the human resources. Supervisors can proactively analyze and adjust for daily realities and make smarter decisions to manage resources to optimize service levels. Workforce Options enable one or more of the following Workforce Optimization options for your enterprise: Quality Management Workforce Management WFO Analytics Workforce Analytics with Transcriptions Workforce Optimization Bundle The availability of these features depends on your license. Contact your organization administrator for more information.
Campaign Management	Enables the third-party software List and the Campaign Manager (LCM) module for a tenant. LCM manages the upload, selection, and rescheduling of contacts. It also provides campaign manager reports. The availability of this feature depends on your license. Contact your organization administrator for more information.
Speech Enabled IVR	If this setting is Yes, your enterprise allows customers to post questions or concerns in plain language to the system. The availability of this feature depends on your license. Contact your organization administrator for more information.

Settings

The Settings tab displays the following settings. An asterisk (*) indicates the settings that are not available to tenants with Standard licenses.

In the table below, the cross mark (✓) in the Tenant column indicates the settings that authorized users of your enterprise specify. Similarly, the ✓ mark in the Partner column identifies the settings that the partner administrator specifies. The ✓ in the Webex Contact Center column identifies the settings that the Webex Contact Center administrator specifies.

To modify the settings, click Edit at the bottom of the page.

Setting

Description

Tenant

Partner

Webex Contact Center

Call Settings

Short Call Threshold

The time interval, in seconds, to determine whether the call is short or abandoned.

✓

Sudden Disconnect Threshold

The time interval in seconds to determine whether the agent handles the call or the call ends. The time determines if there is an issue with the connectivity or with the behavior of the agent. You can consider a call as disconnected, if the call terminates within this time interval after it reaches a destination site.

✓

Default Outdial ANI

The default dial number for the tenant to make outdial calls. The default dial number is displayed in the customer's caller ID, if an agent does not select a specific outdial ANI (Automatic Number Identification) for an outdial call.

Note

To be available as the default outdial ANI, the dial number must be mapped to an entry point. For more information, see Entry Point Mappings.
By default, the first dial number that is mapped to an entry point is displayed as the default outdial ANI. If a dial number is not mapped to an entry point, the Default Outdial ANI field indicates Not Configured.

To select a default outdial ANI for the tenant, click Edit at the bottom of the page. The Default Outdial ANI drop-down list contains all of the existing dial numbers that are mapped to entry points. To set a dial number as the default outdial ANI, select the dial number from the drop-down list.

✓

Concurrent Voice Contact Settings

Concurrent Voice Contact Entitlements

The number of concurrent voice contact sessions that the tenant is entitled to.

This entitlement is based on the following formula:

((Number of committed Standard Agent licenses + Number of committed Premium Agent licenses) x 3) + Number of Add-on IVR port licenses

Note

For zero commitment orders, the default value of Concurrent Voice Contact Entitlements is:

100 + Number of Add-on IVR port licenses
You cannot modify the value of Concurrent Voice Contact Entitlements.

Voice Contact Surge Percentage

The percentage of voice contact sessions that the tenant can have, over and above the Concurrent Voice Contact Entitlements.

The default surge percentage is 30%.

Maximum Concurrent Voice Contact Threshold

The maximum number of concurrent voice contact sessions that are allowed for the tenant. The contact center drops any inbound or outbound voice contacts after reaching this threshold.

This value is derived from the Concurrent Voice Contact Entitlements and the Voice Contact Surge Percentage fields.

For example, if the concurrent voice contact entitlements is 300 and the surge percentage is 30% (default value), the Maximum Concurrent Voice Contact Threshold is calculated as:

300 + ((30/100) x 300) = 390

Note

If the Maximum Concurrent Voice Contact Threshold is insufficient for your business requirements, submit a service request to Cisco Support to have the value adjusted. Cisco Support will adjust the surge percentage to ensure that the required Maximum Concurrent Voice Contact Threshold is available for your tenant.
The Maximum Concurrent Voice Contact Threshold cannot exceed 9000.

Other Settings

Allow Agent Threshold

If this setting is Yes, the system enables the Agent Threshold Alert feature for your enterprise.

All tenants with a Standard or a Premium license have Agent Threshold Alert.

Note

This feature is not available.

✓

Maximum Callback Attempts

The number of times the system attempts a requested callback if the initial callback attempt fails.

✓

Retry Callback Interval

The number of seconds between the callback attempts in case the initial callback attempt fails.

✓

Pause/Resume Enabled

If this setting is Yes, agents can pause and resume recording a call. For example, the agent can pause a call recording while obtaining sensitive information from the customer, such as credit card information.

If this setting is No, you can enable this feature for individual queues at another time.

Note

You can use this feature only if your administrator enables the Privacy Shield feature for your enterprise. For more information, contact your administrator.

✓

Recording Pause Duration

This setting specifies the amount of time for which the system pauses the call recording. After the time has elapsed, the system automatically starts recording the call.

✓

Check Agent Availability

If this setting is Yes, the system does not route any contacts to the teams with no logged-in agents.

If this setting is No, you can enable this setting for individual queues. For more information, see Adding an Entry Point or Queue.

✓

Record All Calls

If this setting is Yes, the system records all inbound and outdial calls.

If this setting is No, the system records calls based on the settings for each queue.

✓

Module Permissions

Note

These configurations are accessible only to the Cisco Solution Assurance team. To configure these settings, contact the Cisco Solution Assurance team.

In the following table, the check mark (✓) at the Tenant column indicates the settings that the authorized users of your enterprise specify. Similarly, the ✓ mark in the Partner column identifies the settings the partner administrator specifies. The ✓ in the Webex Contact Center column identifies the settings that the Webex Contact Center administrator specifies.

To modify the settings, click Edit at the bottom of the page.


Setting	Description	Webex Contact Center
SBR Enabled	Set to Yes to enable the Skills-Based Routing (SBR) feature for your enterprise.	✓
Maximum Skills	The maximum number of skills that you can define for your enterprise.	✓
Maximum Text Skills	The maximum number of text skills that you can define for your enterprise.	✓
Multimedia Enabled	Set to Yes to enable the Multimedia feature for your enterprise. For more information, see Configure Multimedia Profiles.
Maximum Channels Per Profile	The maximum number of channels that you can specify for a multimedia profile. You can use this feature, only if your administrator enables the Multimedia feature for your enterprise. For more information, see Multimedia Profiles.	✓
Recording Management Enabled	Set to Yes to enable the Recording Management module for your enterprise.	✓
Recording Pruning Strategy	Enable the Recording Management module to specify the recording pruning strategy for your enterprise.	✓
Pruning Value	Specify the value for the recording pruning strategy. Time Based strategy is the only available strategy. The system calculates the Time Based pruning strategy according to your Additional Recording Storage license. For the Time Based strategy, define the number of days to retain the recordings. The system deletes the recordings after the specified number of days.	✓
Analytics Enabled	Set to Yes to enable the Reporting and Analytics module and the Business Rule module.	✓

Other Permissions

Only the Cisco Solution Assurance team can configure the settings described in the table below. To configure these settings, contact the Cisco Solution Assurance team.


Setting	Description
Maximum Address Books	The maximum number of address books that you can configure for your enterprise. For more information, see Create an Address Book.
Maximum Entry Points and Queues	The maximum number of entry points and queues that you can configure for your enterprise.
Enabled Leg Recording	Set this option to Yes to create the following files for each recorded call: The audio of both the customer and the agent. The audio of only the customer. The audio of only the agent. Currently, Enabled Leg Recording is a custom setting. Set this option to No to disable Enabled Leg Recording.
Multiple Time Zone Enabled	Set this option to Yes to associate the entry points and queues with time zones. If you do not specify a time zone, the system provisions a time zone for your enterprise. Set this option to No to disable Multiple Time Zone Enabled.

Entry Points and Queues

Entry points and queues are types of virtual teams. A virtual team is a holding place for incoming customer requests.

You can create entry points and queues depending on how the Webex Contact Center administrator has configured your profile.

Entry Point

The inbound entry point is the initial landing place for a customer contact in the Webex Contact Center system. For the customer calls, you can associate one or more toll-free or dial numbers with a given entry point. The system performs IVR call treatment for a call while the call is in the entry point.

To use entry points for the telephony channel type, ensure that you do the following:

Map a dial number (DN) to the entry point. For more information, see Entry Point Mappings.
Contact your Webex Contact Center administrator for other Provisioning configurations.

Queue

An inbound queue is where the customer contact waits before the system assigns the customer to an agent or DN.

The inbound queue that represents a third-party Automatic Call Distributor (ACD) is known as a proxy queue. Calls that are sent to an external ACD are distributed to agents by the external ACD. Webex Contact Center uses proxy queues to track the call activity that occurs on the external ACD queues. There are two types of proxy queues: dedicated and shared. Agents signed in to a dedicated proxy queue serve only the Webex Contact Center customer; agents signed in to a shared queue serve multiple customers.

Outdial Entry Point

The outdial entry point is provisioned for outbound (outdial) customer chats, calls, or emails in the Webex Contact Center system.

In the Outdial Entry Point list, a system-generated Outdial Transfer to Queue entry point is automatically created. If the outdial calls need to be transferred to the queue, map the DN to the Outdial Transfer to Queue entry point. For more information on mapping an outdial entry point, see Map an Entry Point.

Note

You cannot edit the system-generated Outdial Transfer to Queue entry point.

Outdial Queue

The outdial queue where the customer contact waits for the system to assign the customer to an agent or DN.

Create an Entry Point

To create an entry point:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

Step 2

Choose Entry Point.

Step 3

Click + New Entry Point.

Step 4

In the General Settings area, enter the following settings:

Setting

Description

Name

The name of the entry point.

Note

The Name cannot exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

Description

A short description of the entry point.

Channel Type

Choose a channel type, such as Telephony, Email, and Chat.

The default channel type is Telephony.

Step 5

In the Advanced Settings area, enter the following settings:


Setting	Description
Service Level Threshold	Enter the duration for which a customer request can be in a queue before the system flags it as outside the service level. If the agent completes a customer service request within this time interval, the system considers it within the service level.
Time Zone (Routing Strategies Only)	(Optional) Enter the time zone that routing strategies use for this entry point. The default time zone is the Tenant's time zone.

Step 6

Click Save.

View the Details of an Entry Point

To view an entry point:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

Step 2

Choose Entry Point .

Step 3

Click the ellipsis icon beside an entry point and click View. You can view the following details:

Setting

Description

Name

The name of the entry point.

Note

The Name cannot exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

Description

A short description of the entry point.

Channel Type

Choose a channel type, such as Telephony, Email, and Chat.

The default channel type is Telephony.

Edit an Entry Point

To edit an entry point or an outdial entry point:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

Step 2

Choose Entry Point.

Step 3

Click the ellipsis icon beside an entry point and click Edit.

Step 4

You can edit the following fields:

Setting

Description

Name

The name of the entry point.

Note

The Name cannot exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

Description

A short description of the entry point.

Channel Type

Choose a channel type, such as Telephony, Email, and Chat.

The default channel type is Telephony.

Copy an Entry Point

To copy an entry point:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

Step 2

Choose Entry Point.

Step 3

Click the ellipsis icon beside an entry point and click Copy.

A copy of the selected entry point appears. The fields have the same values as the original entry point.

You can save the same entry point with a different name or edit and save the entry point.

Step 4

You can edit the following details:

Note

There are some settings that you cannot edit. You can edit the Chat Template settings from https://admin.webex.com/.

Setting

Description

Name

The name of the entry point.

Note

The Name cannot exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

Description

A short description of the entry point.

Channel Type

Choose a channel type, such as Telephony, Email, and Chat.

The default channel type is Telephony.

Create an Outdial Entry Point

To create an outdial entry point:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

Step 2

Choose Outdial Entry Point.

Step 3

Click + Outdial Entry Point.

Step 4

In the General Settings area, enter the following settings:

Setting

Description

Name

The name of the outdial entry point.

Note

The Name cannot exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

Description

A short description of the outdial entry point.

Channel Type

Choose a channel type, such as Telephony, Email, and Chat.

The default channel type is Telephony.

Step 5

In the Advanced Settings area, enter the following settings:


Setting	Description
Service Level Threshold	Enter the duration for which a customer request can be in a queue before the system flags it as outside the service level. If the agent completes a customer service request within this time interval, the system considers it within the service level.
Time Zone (Routing Strategies Only)	(Optional) Enter the time zone that routing strategies use for this outdial entry point.

Step 6

Click Save.

View the Details of an Outdial Entry Point

To view an outdial entry point:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

Step 2

Choose Outdial Entry Point.

Step 3

Click the ellipsis icon beside an entry point and click View. You can view the following details:

Setting

Description

Name

The name of the outdial entry point.

Note

The Name cannot exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

Description

A short description of the outdial entry point.

Channel Type

Choose a channel type, such as Telephony, Email, and Chat.

The default channel type is Telephony.

Edit an Outdial Entry Point

To edit an outdial entry point:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

Step 2

Choose Outdial Entry Point.

Step 3

Click the ellipsis icon beside an outdial entry point and click Edit.

Step 4

You can edit the following fields:

Setting

Description

Name

The name of the outdial entry point.

Note

The Name cannot exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

Description

A short description of the outdial entry point.

Channel Type

Choose a channel type, such as Telephony, Email, and Chat.

The default channel type is Telephony.

Copy an Outdial Entry Point

To copy an outdial entry point:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

Step 2

Choose Outdial Entry Point.

Step 3

Click the ellipsis icon beside an entry point and click Copy.

A copy of the selected outdial entry point appears. The fields have the same values as the original outdial entry point.

You can save the same outdial entry point with a different name or edit and save the outdial entry point.

Step 4

You can edit the following details:

Note

There are some settings that you cannot edit. You can edit the Chat Template settings from https://admin.webex.com/.

Setting

Description

Name

The name of the outdial entry point.

Note

The Name cannot exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

Description

A short description of the outdial entry point.

Channel Type

Choose a channel type, such as Telephony, Email, and Chat.

The default channel type is Telephony.

Create a Queue and an Outdial Queue

To create a queue:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

Step 2

Choose Queue or Outdial Queue.

Step 3

Click the + New Queue or + New Outdial Queue.

Step 4

Enter the following settings for the queue and click Save:

Table 1. Configuration for Channel Type Telephony

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of the queue.

Type

(Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

Channel Type

The available channel types are:

Telephony: The default channel type.
Email: Email channel.
Chat: Chat channel.

Note

For outdial queues, the only channel type supported is Telephony.

Contact Routing Settings

If Campaign Management is enabled in the System Profile (see Provisioning), then the Contact Routing Settings section is displayed for the Outdial queues.

Queue Routing Type

The supported queue routing types are:

Longest Available Agent: Calls are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Call Distribution section.
Skills Based: Calls are routed to agents based on skill requirements configured in the Flow that is associated with the entry point.

The Skills Based routing type is available only if your queue is provisioned with Channel Type as Telephony.

When you select Skills Based as the routing type, two other options appear for you to specify how to route a call when more than one agent with the required skill set is available:

Longest Available Agent: The call is routed to the agent who has been available for the longest duration.

Best Available Agent: The call is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

You cannot edit the Queue Routing Type after the queue is saved.

Outbound Campaign Enabled

This toggle button is displayed for outdial queues.

If the toggle button is enabled, then the Call Distribution and Queue Routing Type fields are displayed. This field cannot be edited later and the Longest Available Agent is the only supported queue routing type for outdial queues.

Call Distribution

Add Group

Add a Call Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute calls to more teams as time in queue progresses.

Advanced Settings

Permit Monitoring

Click Yes or No to specify whether you can monitor the calls.

This setting is available for the Telephony channel type.

Permit Recording

Click Yes or No to specify whether the system can record the calls.

If you enable Record All Calls in the Tenant settings, you cannot disable Permit Recording from here. For more information, see Other Permissions.

This setting is available for the Telephony channel type.

Record All Calls

This setting is available if you enable Permit Recording.

Click Yes or No to indicate whether the system can record all the calls for this queue.

If you enable Record All Calls in the Tenant settings, you cannot disable this setting from here. For more information, see Other Permissions.

This setting is available for the Telephony channel type.

Pause/Resume Enabled

Click Yes or No to specify whether the agents can pause and resume a call recording. For example, the agent can pause call recording while discussing sensitive information from the customer, such as credit card details.

If you enable the Pause/Resume Enabled feature in the Tenant settings, the system overrides a No setting here. For more information, see Tenant Settings.

Note

Agents can use this feature if your organization administrator enables the Privacy Shield feature in the Webex Contact Center service configuration.

Recording Pause Duration

This setting is available if you set Pause/Resume Enabled to Yes.

This setting specifies the time in seconds, after which the recording resumes automatically.

This setting is available for the Telephony channel type.

Service Level Threshold

Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

Maximum Time in Queue

Enter the time after which the contact (all media types) are terminated.

Default Music in Queue

Select the name of the audio (.wav) file to play for calls when they arrive or are waiting in the queue. This is the default audio file.

Note

If Play Music is not configured in the Queue Contact activity, then the default music file is played.

Time Zone (Routing Strategies Only)

(Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

Table 2. Configuration for Channel Type Chat

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of the queue.

Type

(Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

Channel Type

The channel type is: Chat

Note

For outdial queues, the only channel type supported is Telephony.

Contact Routing Settings

Queue Routing Type

The supported queue routing types are:

Longest Available Agent: Chats are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Chat Distribution section.
Skills Based: Chats are routed to agents based on skill requirements configured in the Webex Connect flow.

When you select Skills Based as the routing type, two other options appear for you to specify how to route a chat when more than one agent with the required skill set is available:

Longest Available Agent: The chat is routed to the agent who has been available for the longest duration.

Best Available Agent: When you select this setting, the chat is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

You cannot edit the Queue Routing Type after the queue is saved.

Add Group

Add a Chat Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute chats to more teams as time in queue progresses.

Advanced Settings

Service Level Threshold

Maximum Time in Queue

Enter the time after which the contact (all media types) are terminated.

Time Zone (Routing Strategies Only)

(Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

Table 3. Configuration for Channel Type Email

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of the queue.

Type

(Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

Channel Type

The channel type is: Email

Note

For outdial queues, the only channel type supported is Telephony.

Contact Routing Settings

Queue Routing Type

The supported queue routing types are:

Longest Available Agent: Emails are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Email Distribution section.
Skills Based: Emails are routed to agents based on skill requirements configured in the Webex Connect flow.

When you select Skills Based as the routing type, two other options appear for you to specify how to route an email when more than one agent with the required skill set is available:

Longest Available Agent: The email is routed to the agent who has been available for the longest duration.

Best Available Agent: When you select this setting, the email is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

You cannot edit the Queue Routing Type after the queue is saved.

Add Group

Add an Email Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute emails to more teams as time in queue progresses.

Advanced Settings

Service Level Threshold

Maximum Time in Queue

Enter the time after which the contact (all media types) are terminated.

Time Zone (Routing Strategies Only)

(Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

View the Details of a Queue or an Outdial Queue

To view a queue or an outdial queue:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

Step 2

Choose Queue or Outdial Queue.

Step 3

Click the ellipsis icon beside a queue and click View. You can view the following details:

Table 4. Configuration for Channel Type Telephony

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of the queue.

Type

(Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

Channel Type

The available channel types are:

Telephony: The default channel type.
Email: Email channel.
Chat: Chat channel.

Note

For outdial queues, the only channel type supported is Telephony.

Contact Routing Settings

If Campaign Management is enabled in the System Profile (see Provisioning), then the Contact Routing Settings section is displayed for the Outdial queues.

Queue Routing Type

The supported queue routing types are:

Longest Available Agent: Calls are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Call Distribution section.
Skills Based: Calls are routed to agents based on skill requirements configured in the Flow that is associated with the entry point.

The Skills Based routing type is available only if your queue is provisioned with Channel Type as Telephony.

When you select Skills Based as the routing type, two other options appear for you to specify how to route a call when more than one agent with the required skill set is available:

Longest Available Agent: The call is routed to the agent who has been available for the longest duration.

Best Available Agent: The call is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

You cannot edit the Queue Routing Type after the queue is saved.

Outbound Campaign Enabled

This toggle button is displayed for outdial queues.

Call Distribution

Add Group

Add a Call Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute calls to more teams as time in queue progresses.

Advanced Settings

Permit Monitoring

Click Yes or No to specify whether you can monitor the calls.

This setting is available for the Telephony channel type.

Permit Recording

Click Yes or No to specify whether the system can record the calls.

If you enable Record All Calls in the Tenant settings, you cannot disable Permit Recording from here. For more information, see Other Permissions.

This setting is available for the Telephony channel type.

Record All Calls

This setting is available if you enable Permit Recording.

Click Yes or No to indicate whether the system can record all the calls for this queue.

If you enable Record All Calls in the Tenant settings, you cannot disable this setting from here. For more information, see Other Permissions.

This setting is available for the Telephony channel type.

Pause/Resume Enabled

If you enable the Pause/Resume Enabled feature in the Tenant settings, the system overrides a No setting here. For more information, see Tenant Settings.

Note

Agents can use this feature if your organization administrator enables the Privacy Shield feature in the Webex Contact Center service configuration.

Recording Pause Duration

This setting is available if you set Pause/Resume Enabled to Yes.

This setting specifies the time in seconds, after which the recording resumes automatically.

This setting is available for the Telephony channel type.

Service Level Threshold

Maximum Time in Queue

Enter the time after which the contact (all media types) are terminated.

Default Music in Queue

Select the name of the audio (.wav) file to play for calls when they arrive or are waiting in the queue. This is the default audio file.

Note

If Play Music is not configured in the Queue Contact activity, then the default music file is played.

Time Zone (Routing Strategies Only)

(Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

Table 5. Configuration for Channel Type Chat

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of the queue.

Type

(Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

Channel Type

The channel type is: Chat

Note

For outdial queues, the only channel type supported is Telephony.

Contact Routing Settings

Queue Routing Type

The supported queue routing types are:

Longest Available Agent: Chats are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Chat Distribution section.
Skills Based: Chats are routed to agents based on skill requirements configured in the Webex Connect flow.

When you select Skills Based as the routing type, two other options appear for you to specify how to route a chat when more than one agent with the required skill set is available:

Longest Available Agent: The chat is routed to the agent who has been available for the longest duration.

Best Available Agent: When you select this setting, the chat is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

You cannot edit the Queue Routing Type after the queue is saved.

Add Group

Add a Chat Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute chats to more teams as time in queue progresses.

Advanced Settings

Service Level Threshold

Maximum Time in Queue

Enter the time after which the contact (all media types) are terminated.

Time Zone (Routing Strategies Only)

(Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

Table 6. Configuration for Channel Type Email

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of the queue.

Type

(Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

Channel Type

The channel type is: Email

Note

For outdial queues, the only channel type supported is Telephony.

Contact Routing Settings

Queue Routing Type

The supported queue routing types are:

Longest Available Agent: Emails are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Email Distribution section.
Skills Based: Emails are routed to agents based on skill requirements configured in the Webex Connect flow.

When you select Skills Based as the routing type, two other options appear for you to specify how to route an email when more than one agent with the required skill set is available:

Longest Available Agent: The email is routed to the agent who has been available for the longest duration.

Best Available Agent: When you select this setting, the email is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

You cannot edit the Queue Routing Type after the queue is saved.

Add Group

Add an Email Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute emails to more teams as time in queue progresses.

Advanced Settings

Service Level Threshold

Maximum Time in Queue

Enter the time after which the contact (all media types) are terminated.

Time Zone (Routing Strategies Only)

(Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

Edit a Queue or an Outdial Queue

To edit a queue or an outdial queue:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

Step 2

Choose Queue or Outdial Queue.

Step 3

Click the ellipsis icon to beside a queue and click Edit.

Step 4

You can edit the following fields:

Note

You cannot edit some settings. You can edit the Chat Template settings from Cisco Webex Control Hub.

Table 7. Configuration for Channel Type Telephony

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of the queue.

Type

(Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

Channel Type

The available channel types are:

Telephony: The default channel type.
Email: Email channel.
Chat: Chat channel.

Note

For outdial queues, the only channel type supported is Telephony.

Contact Routing Settings

If Campaign Management is enabled in the System Profile (see Provisioning), then the Contact Routing Settings section is displayed for the Outdial queues.

Queue Routing Type

The supported queue routing types are:

Longest Available Agent: Calls are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Call Distribution section.
Skills Based: Calls are routed to agents based on skill requirements configured in the Flow that is associated with the entry point.

The Skills Based routing type is available only if your queue is provisioned with Channel Type as Telephony.

When you select Skills Based as the routing type, two other options appear for you to specify how to route a call when more than one agent with the required skill set is available:

Longest Available Agent: The call is routed to the agent who has been available for the longest duration.

Best Available Agent: The call is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

You cannot edit the Queue Routing Type after the queue is saved.

Outbound Campaign Enabled

This toggle button is displayed for outdial queues.

Call Distribution

Add Group

Add a Call Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute calls to more teams as time in queue progresses.

Advanced Settings

Permit Monitoring

Click Yes or No to specify whether you can monitor the calls.

This setting is available for the Telephony channel type.

Permit Recording

Click Yes or No to specify whether the system can record the calls.

If you enable Record All Calls in the Tenant settings, you cannot disable Permit Recording from here. For more information, see Other Permissions.

This setting is available for the Telephony channel type.

Record All Calls

This setting is available if you enable Permit Recording.

Click Yes or No to indicate whether the system can record all the calls for this queue.

If you enable Record All Calls in the Tenant settings, you cannot disable this setting from here. For more information, see Other Permissions.

This setting is available for the Telephony channel type.

Pause/Resume Enabled

If you enable the Pause/Resume Enabled feature in the Tenant settings, the system overrides a No setting here. For more information, see Tenant Settings.

Note

Agents can use this feature if your organization administrator enables the Privacy Shield feature in the Webex Contact Center service configuration.

Recording Pause Duration

This setting is available if you set Pause/Resume Enabled to Yes.

This setting specifies the time in seconds, after which the recording resumes automatically.

This setting is available for the Telephony channel type.

Service Level Threshold

Maximum Time in Queue

Enter the time after which the contact (all media types) are terminated.

Default Music in Queue

Select the name of the audio (.wav) file to play for calls when they arrive or are waiting in the queue. This is the default audio file.

Note

If Play Music is not configured in the Queue Contact activity, then the default music file is played.

Time Zone (Routing Strategies Only)

(Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

Table 8. Configuration for Channel Type Chat

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of the queue.

Type

(Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

Channel Type

The channel type is: Chat

Note

For outdial queues, the only channel type supported is Telephony.

Contact Routing Settings

Queue Routing Type

The supported queue routing types are:

Longest Available Agent: Chats are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Chat Distribution section.
Skills Based: Chats are routed to agents based on skill requirements configured in the Webex Connect flow.

When you select Skills Based as the routing type, two other options appear for you to specify how to route a chat when more than one agent with the required skill set is available:

Longest Available Agent: The chat is routed to the agent who has been available for the longest duration.

Best Available Agent: When you select this setting, the chat is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

You cannot edit the Queue Routing Type after the queue is saved.

Add Group

Add a Chat Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute chats to more teams as time in queue progresses.

Advanced Settings

Service Level Threshold

Maximum Time in Queue

Enter the time after which the contact (all media types) are terminated.

Time Zone (Routing Strategies Only)

(Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

Table 9. Configuration for Channel Type Email

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of the queue.

Type

(Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

Channel Type

The channel type is: Email

Note

For outdial queues, the only channel type supported is Telephony.

Contact Routing Settings

Queue Routing Type

The supported queue routing types are:

Longest Available Agent: Emails are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Email Distribution section.
Skills Based: Emails are routed to agents based on skill requirements configured in the Webex Connect flow.

When you select Skills Based as the routing type, two other options appear for you to specify how to route an email when more than one agent with the required skill set is available:

Longest Available Agent: The email is routed to the agent who has been available for the longest duration.

Best Available Agent: When you select this setting, the email is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

You cannot edit the Queue Routing Type after the queue is saved.

Add Group

Add an Email Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute emails to more teams as time in queue progresses.

Advanced Settings

Service Level Threshold

Maximum Time in Queue

Enter the time after which the contact (all media types) are terminated.

Time Zone (Routing Strategies Only)

(Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

Copy a Queue or an Outdial Queue

To copy a queue:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

Step 2

Choose Queue or Outdial Queue.

Step 3

Click the ellipsis icon beside a queue and click Copy.

A copy of the queue page appears. The fields have the same values as the original queue.

You can save the same queue with a different name or edit the queue.

Step 4

You can edit the following details:

Note

You cannot edit some settings. You can edit the Chat Template settings from https://admin.webex.com/.

Table 10. Configuration for Channel Type Telephony

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of the queue.

Type

(Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

Channel Type

The available channel types are:

Telephony: The default channel type.
Email: Email channel.
Chat: Chat channel.

Note

For outdial queues, the only channel type supported is Telephony.

Contact Routing Settings

If Campaign Management is enabled in the System Profile (see Provisioning), then the Contact Routing Settings section is displayed for the Outdial queues.

Queue Routing Type

The supported queue routing types are:

Longest Available Agent: Calls are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Call Distribution section.
Skills Based: Calls are routed to agents based on skill requirements configured in the Flow that is associated with the entry point.

The Skills Based routing type is available only if your queue is provisioned with Channel Type as Telephony.

When you select Skills Based as the routing type, two other options appear for you to specify how to route a call when more than one agent with the required skill set is available:

Longest Available Agent: The call is routed to the agent who has been available for the longest duration.

Best Available Agent: The call is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

You cannot edit the Queue Routing Type after the queue is saved.

Outbound Campaign Enabled

This toggle button is displayed for outdial queues.

Call Distribution

Add Group

Add a Call Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute calls to more teams as time in queue progresses.

Advanced Settings

Permit Monitoring

Click Yes or No to specify whether you can monitor the calls.

This setting is available for the Telephony channel type.

Permit Recording

Click Yes or No to specify whether the system can record the calls.

If you enable Record All Calls in the Tenant settings, you cannot disable Permit Recording from here. For more information, see Other Permissions.

This setting is available for the Telephony channel type.

Record All Calls

This setting is available if you enable Permit Recording.

Click Yes or No to indicate whether the system can record all the calls for this queue.

If you enable Record All Calls in the Tenant settings, you cannot disable this setting from here. For more information, see Other Permissions.

This setting is available for the Telephony channel type.

Pause/Resume Enabled

If you enable the Pause/Resume Enabled feature in the Tenant settings, the system overrides a No setting here. For more information, see Tenant Settings.

Note

Agents can use this feature if your organization administrator enables the Privacy Shield feature in the Webex Contact Center service configuration.

Recording Pause Duration

This setting is available if you set Pause/Resume Enabled to Yes.

This setting specifies the time in seconds, after which the recording resumes automatically.

This setting is available for the Telephony channel type.

Service Level Threshold

Maximum Time in Queue

Enter the time after which the contact (all media types) are terminated.

Default Music in Queue

Select the name of the audio (.wav) file to play for calls when they arrive or are waiting in the queue. This is the default audio file.

Note

If Play Music is not configured in the Queue Contact activity, then the default music file is played.

Time Zone (Routing Strategies Only)

(Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

Table 11. Configuration for Channel Type Chat

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of the queue.

Type

(Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

Channel Type

The channel type is: Chat

Note

For outdial queues, the only channel type supported is Telephony.

Contact Routing Settings

Queue Routing Type

The supported queue routing types are:

Longest Available Agent: Chats are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Chat Distribution section.
Skills Based: Chats are routed to agents based on skill requirements configured in the Webex Connect flow.

When you select Skills Based as the routing type, two other options appear for you to specify how to route a chat when more than one agent with the required skill set is available:

Longest Available Agent: The chat is routed to the agent who has been available for the longest duration.

Best Available Agent: When you select this setting, the chat is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

You cannot edit the Queue Routing Type after the queue is saved.

Add Group

Add a Chat Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute chats to more teams as time in queue progresses.

Advanced Settings

Service Level Threshold

Maximum Time in Queue

Enter the time after which the contact (all media types) are terminated.

Time Zone (Routing Strategies Only)

(Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

Table 12. Configuration for Channel Type Email

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of the queue.

Type

(Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

Channel Type

The channel type is: Email

Note

For outdial queues, the only channel type supported is Telephony.

Contact Routing Settings

Queue Routing Type

The supported queue routing types are:

Longest Available Agent: Emails are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Email Distribution section.
Skills Based: Emails are routed to agents based on skill requirements configured in the Webex Connect flow.

When you select Skills Based as the routing type, two other options appear for you to specify how to route an email when more than one agent with the required skill set is available:

Longest Available Agent: The email is routed to the agent who has been available for the longest duration.

Best Available Agent: When you select this setting, the email is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

You cannot edit the Queue Routing Type after the queue is saved.

Add Group

Add an Email Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute emails to more teams as time in queue progresses.

Advanced Settings

Service Level Threshold

Maximum Time in Queue

Enter the time after which the contact (all media types) are terminated.

Time Zone (Routing Strategies Only)

(Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

Deactivate an Entry Point or a Queue

You cannot deactivate an entry point or queue if you associate it with any other entities such as dial numbers or other routing strategy. When you try to deactivate these entry points or queues, you get an error message. Click the information icon at the end of the message to view the list of all the associated entities.

After you deactivate an entry point or queue, you can still see it in the Entry Points/Queues page as Not Active. Historical reports also display details of the deactivated entry points or queues.

In the Entry Points/Queues page, you can click the ellipsis icon and then the restore icon to reactivate an entry point or queue.

To deactivate an entry point or queue:

Procedure

Step 1	From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.
Step 2	Choose the type of entry point or queue that you want to deactivate.
Step 3	Click the ellipsis icon beside an entry point or queue and click Delete.
Step 4	Click Yes to confirm.

Activate an Entry Point or a Queue

Procedure

Step 1	From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.
Step 2	Choose the type of entry point or queue that you want to activate.
Step 3	Click the ellipsis icon beside the entry point or queue with the status Not Active and click Restore.
Step 4	Click Yes to confirm. The status of the entry point or queue changes to Active.

Sites

A site is a physical contact center location under the control of your enterprise. For example, enterprise Acme can have sites in Chicago, Manila, and Bangalore with agents to handle customer contacts.

When you create a site, the system automatically adds a team and a multimedia profile to the new site. You can change the team name and other settings, but cannot change the team type from Capacity based to Agent based. Do not delete the team without adding another team for the new site.

Create a Site

To create a site:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

Step 2

Click + New Site.

Step 3

Enter the following details and click Save:


Settings	Description
General Settings
Name	Enter a name for the site.
Advanced Settings
Multimedia Profile	This setting is available, if your administrator enables Multimedia for your enterprise. Select a multimedia profile for the site. . For more information, see Multimedia Profiles.

Block an Area Code

You can block area codes when you create a new site or edit an existing site. To block an area code:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Site.

Step 2

Do one of the following:

Click + New Site.
Click the ellipsis icon beside a site that you want to edit and click Edit.

Step 3

Set Block Area Codes to Yes.

Step 4

Click the edit icon in the Area Codes to Block text box.

Step 5

In the Choose Area Codes, enter the following details, and click Save:


Setting	Description
State	Select the state from the drop-down list. Note: You can select multiple states. For each state that you select, you must enter area codes.
Area Codes	Enter the area code. You can enter multiple area codes.

You can see the area codes and the corresponding states in the Selected Area Code Details panel.

Step 6

(Optional) Click Delete under Action, if you want to delete the area codes.

View the Details of a Site

To view the details of a site:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Site.

Step 2

Click the ellipsis icon beside the site that you want to view, and click View.

Step 3

You can view the following settings:


Setting	Description
General Settings
Name	The name of the site. Generally, the name is the geographical location.
Advanced Settings
Multimedia Profile	The multimedia profile for the site. If you do n't assign a profile to the site, the system assigns the Default_Telephony_Profile. This setting is available, if the administrator enables Multimedia for your enterprise. For more information, see Multimedia Profiles.

Edit a Site

To edit a site:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Site.

Step 2

Click the ellipsis icon beside the site that you want to edit, and click Edit.

Step 3

You can edit the following settings. Click Save after you have made the changes:


Setting	Description
General Settings
Name	Edit the name of the site. Generally, it is the name of the geographical location.
Advanced Settings
Multimedia Profile	Modify the multimedia profile for the site. If you do not assign a profile to the site, the system assigns the Default_Telephony_Profile. This setting is available if the administrator has enabled Multimedia for your enterprise. For more information, see Multimedia Profiles.

Deactivate a Site

You cannot deactivate a site if agents or active teams are associated with the site. If you try to deactivate such a site, a message informs you that you cannot deactivate the site. You can click the information icon in the message to view the list of entities that are associated with this site.

If you deactivate a site, you can still see it in the Sites page as Not Active. Historical reports also display details of the deactivated sites.

To deactivate a site:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Site.

Step 2

Click the ellipsis icon beside the site you want to deactivate, and click Delete.

Step 3

Click Yes to confirm.

The status of the site changes to Not Active.

Activating a Site

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Site.

Step 2

Click the ellipsis icon beside the site that you want to activate and click Restore.

Step 3

Click Yes to confirm.

The status of the site changes to Active.

Teams

A team is a group of people who support a specific group of functions. For example, supporting the Gold customers or managing billing, and so on. A team consists of agents and is associated with a specific site.

Create a team

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Team.

Step 2

Click + New Team.

Step 3

Enter the following details:

Setting

Description

General Settings

Site

Choose the site from the drop-down list. You can’t edit the site later.

Name

Enter a name for the team. Use names that indicate the function of the team, such as Billing or Customer Support.

Type

Choose a team type:

Agent Based: You assign a specific number of agents to the team.
Capacity Based: You don’t assign any specific number of agents to the team. You use capacity-based teams for voice mailboxes or agent groups that Webex Contact Center does not manage.

Advanced Settings

Enter the dial number where the system distributes the calls for this team. This setting is applicable only for capacity-based teams.

Skill Profile

(Optional) If your organization administrator enables the optional Skills-based Routing feature for your enterprise, you can select a skill profile for this team. For more information, see Skill Profiles.

Multimedia Profile

(Optional) If your organization administrator enables Multimedia for your enterprise, you can select a multimedia profile for this team. For more information, see Multimedia Profiles. This profile overrides the multimedia profile that you assign to the site of this team.

Note

You can’t assign this profile to a capacity-based team.

Agents

From the drop-down list, choose the agents you want to add to the team. You can assign only the agents that your organization administrator configures for your enterprise. For more information, see View the Details of a User.

Note

You can’t assign this profile to a capacity-based team.

Desktop Layout

Choose a desktop layout for the team from the drop-down list. Webex Contact Center uses the Default Layout by default. To create a desktop layout, see Create a Desktop Layout.

Step 4

Click Save.

View a team

Procedure

Step 1	From the Management Portal navigation bar, choose Provisioning > Team.
Step 2	Click the ellipsis icon beside the team that you want to view, and click View. You can view all of the configured details.

Edit a team

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Team.

Step 2

Click the ellipsis icon beside the team that you want to edit, and click Edit. You can edit the following settings:

Setting

Description

General Settings

Site

Choose the site from the drop-down list. You can’t edit the site later.

Name

Enter a name for the team. Use names that indicate the function of the team, such as Billing or Customer Support.

Type

Choose a team type:

Agent Based: You assign a specific number of agents to the team.
Capacity Based: You don’t assign any specific number of agents to the team. You use capacity-based teams for voice mailboxes or agent groups that Webex Contact Center does not manage.

Advanced Settings

Enter the dial number where the system distributes the calls for this team. This setting is applicable only for capacity-based teams.

Skill Profile

Multimedia Profile

Note

You can’t assign this profile to a capacity-based team.

Agents

Note

You can’t assign this profile to a capacity-based team.

Desktop Layout

Choose a desktop layout for the team from the drop-down list. Webex Contact Center uses the Default Layout by default. To create a desktop layout, see Create a Desktop Layout.

Deactivate a team

You cannot deactivate teams associated with agents or active routing strategies. When you try to deactivate such teams, Management Portal displays a message that the team cannot be deactivated. You can click the information icon in the message to view the list of entities associated with a team.

If you deactivate a team, you still see the Teams page as Not Active. Historical reports also display details of deactivated teams.

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Team.

Step 2

Click the ellipsis icon beside the team that you want to deactivate, and click Delete.

Step 3

Click Yes to confirm.

The status of the team changes to Not Active.

Activate a Team

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Team.

Step 2

Click the ellipsis icon beside the team that you want to activate and click Restore.

Step 3

Click Yes to confirm.

The status of the team changes to Active.

Users

Users of a Contact Center are agents, supervisors, and managers. A user profile defines a user's access privileges for the Management Portal. Management Portal modules provide users with real-time visibility and control over resources for which they are responsible.

An agent user account must include a user profile granting access to the Agent Desktop module, and must include an agent profile, as described in Agent Profiles. Agents use the Webex Contact Center Desktop to manage customer interactions .

Note

You can create and delete users through Control Hub.

By default, you are shown only active users. To view inactive users, check the Show Inactive Users check box.

View the Details of a User

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Users.

Step 2

To view the details of a user, click the ellipsis icon beside the first name, and then click View.

Step 3

You can search users using one of the following parameters:

First Name
Last Name
Email

The search results display 20 users per page. Enter any three characters in the Search box. The search results display the users that match the search criteria. Follow one of these steps to navigate the user list page:

Click Next to navigate to the next page.
Click Last to navigate to the last page.
Click Previous to navigate to the previous page.
Click First to navigate to the first page.

You can view the following details of the user:

Setting

Description

General Settings

Username

The name the user uses to log in to the Webex Contact Center Management Portal.

First Name

The first name of the user.

Last Name

The last name of the user.

The email address of the user.

Country

The country in which the user resides.

State

The state in which the user resides.

City

The city in which the user resides.

Street

The street in which the user resides.

Work

The work phone number of the user.

Mobile

The mobile phone number of the user. The system displays the number as a string without dashes; for example, 4155551212.

Zip Code

The postal code of the user.

User Profile

The profile of the user. For more information, see Manage a User Profile.

Contact Center Enabled

The setting to access the Agent Desktop and handle customer requests.

Status

The status of the user.

Agent Settings

Site

The site of the agent. For more information, see Create a Site.

Teams

The teams to which the agent belongs. For more information, see Create a team

Skill Profile

The skill profile of the agent.

This feature is available if your administrator has enabled the optional Skills-Based Routing feature for your enterprise. This profile overrides any skill profile at the team level that is associated with the agent. For more information, see Skill Profiles.

Agent Profile

The profile of the agent. For more information, see Agent Profiles.

Note

An agent can belong to several teams, but can have only one agent profile.

Multimedia Profile

The multimedia profile of the agent.

This feature is available if your administrator enables the optional Multimedia feature for your enterprise. This profile overrides the multimedia profile of the team that the agent uses to sign in to the Desktop. For more information, see Multimedia Profiles.

External ID

Agent identification details, such as the employee number.

Default DN

The dial number of the agent.

The dial number can be in one of the following formats:

E.164 number format: [+][Country Code][Number]

Example: +11234567890
IDD (International Direct Dialing) format: [IDD][Country Code][Number]

Example: 01161123456789

Edit a User

To edit the details of a user:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Users.

Step 2

To edit the details of a user, click the ellipsis button next to the first name of the user and then click Edit. You can edit the following settings:


Setting	Description
General Settings
Country	Edit the country in which the user resides.
State	Edit the state in which the user resides.
City	Edit the city in which the user resides.
Street	Edit the street in which the user resides.
Work	Edit the work phone number of the user.
Mobile	Edit the mobile phone number of the user.
Zip Code	Edit the postal code of the user.
User Profile	Edit the profile of the user. For more information, see Manage a User Profile.
Contact Center Enabled	Click On to provide the user access to Agent Desktop.
Status	Edit the status of the user.
Agent Settings
Site	The site of the agent. For more information, see Create a Site.
Teams	The teams to which the agent belongs. To assign the agent to one or more teams, choose the teams from the drop-down list.
Skill Profile	Edit the skill profile of the agent. Choose a profile from the drop-down list. This feature is available if your administrator enables the optional Skills-Based Routing feature for your enterprise. This profile overrides any skill profile at the team level that is associated with the agent. For more information, see Skill Profiles.
Agent Profile	Edit the profile of the agent. Choose a profile from the drop-down list. For more information, see Agent Profiles. Note: An agent can belong to several teams, but has a single agent profile.
Multimedia Profile	Edit the multimedia profile of the agent. Choose a profile from the drop-down list. This feature is available if your administrator enables the optional Multimedia feature for your enterprise. This profile overrides the multimedia profile of the team that the agent uses to log in to the Agent Desktop. For more information, see Multimedia Profiles.
Default DN	(Optional) Edit the dial number of the agent. If a dial number is not specified for the agent, you can add a dial number. Enter the dial number in one of the following formats: E.164 number format: [+][Country Code][Number] Example: +11234567890 IDD (International Direct Dialing) format: [IDD][Country Code][Number] Example: 01161123456789
External ID	(Optional) Edit the identification details of the agent, such as the employee number.

You can edit the following settings from Cisco Webex Control Hub:


Setting	Description
General Settings
Username	The name that the user uses to log in to Webex Contact Center Management Portal.
First Name	The first name of the user.
Last Name	The last name of the user.
Email	The email address of the user.

Export Items Provisioned for a User

To export the details of the items that you have provisioned for a user:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Users.

Step 2

Click the ellipsis icon beside a username and click Excel or PDF. The report contains details of the following items:


Setting	Description
Active Inbound Entry Point Details	The details of the entry points that you map to the user.
Outdial Entry Points	The details of outdial entry points that you map to the user.
Inbound Queues	The details of inbound queues that you map to the user.
Outdial Queues	The details of outdial queues that you map to the user.
Sites	The details of the sites that you map to the user.
Teams	The details of the teams that you map to the user.
Agents	The details of the agents that you map to the user.

Revoke API Key for a User

To revoke API key for a user:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Users.

Step 2

Click the ellipsis icon beside the required user and click Revoke API Key.

A message appears that you have successfully revoked the API Key for the user.

If you do not map an API key to the profile of that user, an error message appears that the user does not have an API key.

Update and Upload Agent Template

To upload the details of multiple agents simultaneously:

Procedure

Step 1	From the Management Portal navigation bar, choose Provisioning > Users.
Step 2	To download the template, click the Export as CSV () icon.
Step 3	Click Bulk Update () icon.
Step 4	Browse the Agent Update template from your local system and choose the template.
Step 5	Click Upload.
Step 6	(Optional) Check the status of the upload from Bulk Operations Status in Provisioning.

User Profiles

When you create a user from Control Hub or change the license or role of a user, the system automatically maps the following profiles in Management Portal.

The combination of Webex Contact Center license and Control Hub role determines the user profile. The following table describes the different Webex Contact Center license and Control Hub role combinations and the corresponding default user profile.

Table 13. Webex Contact Center License, Control Hub Role, and User Profile
Webex Contact Center License	Control Hub Role	User Profile
Standard	Standard	Standard Agent
Standard	Full Administrator	Standard Agent
Standard	Service Administrator	Standard Agent
Premium	Premium	Premium Agent
Premium	Supervisor	Supervisor
Premium	Full Administrator	Administrator
Premium	Service Administrator	Administrator
Not Assigned	Full Administrator	Administrator Only
Not Assigned	Service Administrator	Administrator Only

User profiles determine the features accessible to a user in Webex Contact Center.

Manage a User Profile

To create a user profile:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > User Profiles.

Step 2

Click the + New User Profile.

Step 3

Enter the details in the following tabs and click Save in each tab.

General Settings
Module Settings
Access Rights

General Settings

When you configure a new user profile or edit an existing user profile, you can change the following settings in the General Settings tab.


Parameter	Description
Name	Enter a name for the user profile. When you copy a user profile, the system appends the words copy_of before the name of the original user profile. You can keep the same name or edit it as per your requirement.
Description	(Optional) Enter a description for the profile.
Profile Type	Choose a type to determine the privilege level for this profile. For Management Portal, generic profile and module mapping are: Standard Agent—Has access to Agent Desktop module. Premium Agent—Has access to Agent Desktop and Multimedia module. Supervisor—Has access to all modules but can't manage tenants in the Provisioning module. Administrator—Has access to all modules. Administration Only—Has access to the Provisioning, Routing Strategy, and Call Recording modules. You can’t edit the profile type later.
Status	You can view and change this setting only when you edit or copy a user profile.

Module Settings

You can use user profiles to control access to Management Portal. The Module Settings tab allows you to specify permissions to the Management Portal modules. You can set module access when you create a new user profile, or edit or copy an existing user profile.

If you click All for Module Access, then the user profile can access all of the modules. Click Specific if you want to provide the user access to selected modules only.

You can specify access to the following specific modules.

Setting

Description

Agent Desktop

Allows the user to access the Desktop.

Call Monitoring

Allows the user to silently monitor the quality of service that is delivered to customers across multisource contact centers. The user can silently monitor a selected queue, team, site, or agent if you enable Call Monitoring for the user.

You can enable the following settings:

Whisper Coach: Allows the user who is monitoring the call to speak to the agent (who is handling the call), without the customer hearing the conversation.
Barge-In: Allows the user to join any call that the user is monitoring and participate in the conversation between the agent and the customer.
Restricted Monitor Only: Prevents the user from viewing and editing monitoring schedules that the user did not create.
View Blind Monitor Requests: Allows the user to view blind monitoring requests of other users.

Call Recording

Allows the user to record any active Webex Contact Center call. The user can select the call from a queue, team, site, or agent, and specify the duration for which to record the call.

Logout Agents

Provides an administrator or supervisor access to the Agent State Data - Realtime dashboard. You can select the following values in the Logout Agents drop-down list:

None: The user will not have access to view the Agent State Data - Realtime dashboard.
View: The user can view the Agent State Data - Realtime dashboard.
Edit: The user can view the Agent State Data - Realtime dashboard and log out agents who are in the Available or Idle state across all media channels.

Note

To view the agent status details of a team or site, the administrator or supervisor must have access rights to the team or site. For more information, see Access Rights.

For more information about viewing the Agent State Data - Realtime dashboard and logging out agents, see About Dashboards.

Multimedia

Allows authorized users to choose a multimedia profile for the user, that includes all types of media such as voice, chat, email, and social. If Multimedia is not enabled, when you edit the user's details via Provisioning > Users, the Multimedia Profile drop-down list displays only the default telephony profile.

Provisioning

Provides the user access to the Provisioning module. The user can perform provisioning activities for the enterprise only if you select Edit in the Provisioning drop-down list. You can control access for an administrator user to perform the following provisioning activities for the enterprise:

Manage Entry Points/Queues: Allows the user to manage Webex Contact Center entry points and queues.
Manage Sites: Allows the user to manage Webex Contact Center sites.
Manage Teams: Allows the user to manage Webex Contact Center teams.
Manage Users: Allows the user to manage Webex Contact Center users.
Manage User Profiles: Allows the user to manage Webex Contact Center user profiles.
Entry Point Mappings: Allows the user to map DNs to entry points.
Manage Dial Plans: Allows the user to create and edit dial plans.
Audit Trail: Allows the user to access the Audit Trail interface. This interface allows users to view details of the provisioning changes for the enterprise.
Branding: Provides the user access to the Custom Theme settings on the Management Portal landing page. The user can customize the banner color and images on the Management Portal pages.
Manage Tenants: Allows the user to edit some of the tenant settings in the Provisioning module.

Recording Management

Provides access to the Recording Management module, which allows the user to search for and play audio files recorded through the Webex Contact Center Call Recording feature. You can enable the following permissions to the Recording Management module:

Manage Recordings: Allows the user to delete and restore recordings.
Tags: Allows the user to access the Tags tab to view, create, and edit tags that can be assigned to audio files. You can use these tags as search criteria.
Custom Attributes: Allows the user to access the Custom Attributes tab to create and modify custom attributes whose values can be saved with the recordings and can be later searched for.
Security Keys: Allows the user to access the Security Keys tab to view and change the schedule for generating security key pairs.

Reporting and Analytics

Provides access to the Reporting and Analytics module. The Reporting and Analytics module allows the user to segment, profile, and visualize the data in contact center systems. This module also helps to identify the key variables that impact productivity and desired business outcomes. Users can configure and modify the Analyzer schemas using this module.

You can provide the user access to Business Rules if you have enabled View or Edit permissions for the Reporting and Analytics module. Business Rules enable the user to incorporate customer data into the Webex Contact Center environment for custom routing and other generic implementation.

Routing Strategy

Provides you access to the Flow Control module based on the option selected such as None, View, and Edit. You can provide the user access to Manage Call Flow Scripts and Manage Media Files if you have enabled the View or Edit permission for the Routing Strategy module.

View: If you set Routing Strategy to View, the portal provides only the Open option in the flows table.

Note

When this configuration is set to View, the Copy and Delete options are not provided in the Flows tab even when you set the Manage Call Flow Scripts toggle to On.

Edit: If you set Routing Strategy to Edit, you can configure the following settings:
- Manage Flow Scripts: Using this toggle, you can either enable or disable access to the Flow Control module.
  
  If you disable the Manage Flow Script permission in the portal for a user, then the portal blocks the Flow Control module to load by stating- "Flow access denied - You do not have permission to edit flows for your organization".
  
  If you enable the Manage Flow Script permission in the portal for a user, then the portal allows such user to work with the Flow Control module.
- Manage Media Files: Allows you to upload and update media resources such as audio-on-hold files for use in routing strategies. Resource files with .wav, .ulaw, .au, .php, and .xml extensions are supported along with other formats, depending on how the tenant’s system is configured.

Access Rights

You can configure the following settings from the Access Rights tab when you configure a new user profile or edit an existing user profile:

Entry Points
Cloud Connect Deployments
Queues
Sites
Teams

From the drop-down list, choose the specific entities that the user can access. You can choose All to provide access to all entities of that type.

Note

The Cloud Connect Deployments field appears only for Cloud Connect users. Deployments that you have already configured appear in the drop-down list. The Queues and Sites drop-down list appears according to the deployments that you select.

View the Details of a User Profile

To view the details of a user profile:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > User Profiles.

Step 2

Click the ellipsis icon beside a user profile and click View.

Step 3

You can view the following details:

General Settings
Module Settings
Access Rights

Edit a User Profile

To edit a user profile:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > User Profiles.

Step 2

Click the ellipsis icon beside a user profile that you want to edit and click Edit.

Step 3

You can edit the details in the following tabs and click Save in each tab:

General Settings
Module Settings
Access Rights

Deactivate a User Profile

Before you begin

Ensure that you do not associate the user profile to any entity before you deactivate the user profile.

To deactivate a user profile:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > User Profiles.

Step 2

Click the ellipsis icon beside a user profile and click Delete.

Step 3

Click Yes to confirm.

The status of the user profile changes to Not Active.

Activate a User Profile

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > User Profiles.

Step 2

Click the ellipsis icon beside the user profile that you want to activate and click Restore.

Step 3

Click Yes to confirm.

The status of the user profile changes to Active.

Copy a User Profile

You can copy an existing user profile, update the details, and save the profile with a different name.

To copy a user profile:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > User Profiles.

Step 2

Click the ellipsis icon beside a user profile that you want to copy, and click Copy.

Step 3

Enter the details in the following tabs and click Save in each tab.

General Settings
Module Settings
Access Rights

Work Types

When you create an idle or wrap-up code, you associate it with a work type. Work types group idle and wrap-up codes in auxiliary reports.

Create a Work Type

To create a work type:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Work Types.

Step 2

Click + New Work Type.

Step 3

Enter the following details and click Save:


Setting	Description
Name	Enter a name for the work type.
Description	(Optional) Enter a description of the work type.
Type	Specify the type of auxiliary code to associate with the work type.

Edit a Work Type

To edit a work type:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Work Types.

Step 2

Click the ellipsis icon beside the work type that you want to edit and click Edit. Except the Type, you can edit the following settings:


Setting	Description
Name	Edit the name for the work type.
Status	Edit status of the team to specify if it is active or not. You cannot assign auxiliary code to an inactive work type.
Description

Cisco Webex Contact Center Setup and Administration Guide

Bias-Free Language

Results

Chapter: Provisioning

Provisioning

Tenant Settings

General Settings

Provisioning

Settings

Module Permissions

Other Permissions

Entry Points and Queues

Entry Point

Queue

Outdial Entry Point

Outdial Queue

Create an Entry Point

Procedure

View the Details of an Entry Point

Procedure

Edit an Entry Point

Procedure

Copy an Entry Point

Procedure

Create an Outdial Entry Point

Procedure

View the Details of an Outdial Entry Point

Procedure

Edit an Outdial Entry Point

Procedure

Copy an Outdial Entry Point

Procedure

Create a Queue and an Outdial Queue

Procedure

View the Details of a Queue or an Outdial Queue

Procedure

Edit a Queue or an Outdial Queue

Procedure

Copy a Queue or an Outdial Queue

Procedure

Deactivate an Entry Point or a Queue

Procedure

Activate an Entry Point or a Queue

Procedure

Sites

Create a Site

Procedure

Block an Area Code

Procedure

View the Details of a Site

Procedure

Edit a Site

Procedure

Deactivate a Site

Procedure

Activating a Site

Procedure

Teams

Create a team

Procedure

View a team

Procedure

Edit a team

Procedure

Deactivate a team

Procedure

Activate a Team

Procedure

Users

View the Details of a User

Procedure

Edit a User

Procedure

Export Items Provisioned for a User

Procedure

Revoke API Key for a User

Procedure

Update and Upload Agent Template

Procedure

User Profiles