Cisco Webex Contact Center Agent Desktop User Guide
First Published: 2020-12-02 Last Modified: 2021-09-24
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© 2020–2021 Cisco Systems, Inc. All rights reserved. CONTENTS
PREFACE Preface ix Change History ix About this Guide xii Audience xii Related Documents xii Communications, Services, and Additional Information xiii Documentation Feedback xiii Conventions xiii
CHAPTER 1 Introduction 1 Agent Desktop Overview 1 Agent Desktop Requirements 2 System Requirements 2 Browser Requirements 2 Virtual Desktop Infrastructure (VDI) 3 Phone Requirements 3 Agent Devices 4 Localization 4 Agent Desktop Interface 5 Horizontal Header 7 Navigation Bar 8 Task List 9 Agent Interaction History 11 Interaction Control 11 Workspace 12 Auxiliary Information 12
Cisco Webex Contact Center Agent Desktop User Guide iii Contents
Common Features for New Digital Channels 13 Text Attachments 13 Email Attachments 14 Templates 15 Rich Formatting 15 Rich Composer Modes 16 Trigger Workflow 17 Announcements 17 Keyboard Shortcuts 17 Delivery Receipts 18 State and Connected Timers 18 Notifications 19 Toaster Notification—Browser 19 Browser Settings for Chrome 20 Desktop Notification 20 Agent States 22 Agent Availability States 22 Voice Call States 24 Email and Chat States 25 Accessibility 25 Screen Reader Support 29 Access Keyboard Shortcuts 30 Agent Keyboard Shortcuts 31
CHAPTER 2 Working with Agent Desktop 35 Sign In to the Agent Desktop 35 Responsiveness 37 Install the Agent Desktop Application 38 Change the Availability State 39 Apply Wrap Up Reason 39 Resolve Desktop Issues 40 Screen Pop 41 Access Screen Pop 42 User Profile 42
Cisco Webex Contact Center Agent Desktop User Guide iv Contents
Change Your Team 43 View Channel Capacity 44 Enable or Disable Notification Settings 45 Access Notification Center 46 Download Error Report 46 Webex App (Webex) 47 Access Webex App (Webex) 49 Sign Out from the Agent Desktop 51
CHAPTER 3 Manage Voice Calls 53 Answer a Call 53 Courtesy Callback 54 Call-Associated Data Variables 54 Hold and Resume a Call 55 Record a Voice Call 56 Transfer a Call 56 Initiate a Consult Call 58 Start a Conference Call 60 Make an Outdial Call 62 Make an Outbound Preview Campaign Call 63 End a Call 64
CHAPTER 4 Manage New Digital Contacts 67 Manage Facebook Messenger Conversations 67 About Facebook Messenger Widget 67 Respond to Facebook Messenger Conversation 68 Transfer a Facebook Messenger Conversation 69 Start a Facebook Messenger Conversation Conference 69 End a Facebook Messenger Conversation 70 Manage SMS Conversations 71 About SMS Widget 71 Respond to SMS Conversation 71 Transfer an SMS Conversation 72 Start an SMS Conversation Conference 73
Cisco Webex Contact Center Agent Desktop User Guide v Contents
End an SMS Conversation 74 Manage WebChat Conversations 74 About WebChat Widget 74 Respond to a WebChat Conversation 75 Transfer a WebChat Conversation 76 Start a WebChat Conference 76 End a WebChat Conversation 77 Manage Conversations on Email 78 About Email Widget 78 Respond to an Email Conversation 78 Send a Quick Reply 79 Send a Standard Reply 80 Transfer an Email Conversation 81
CHAPTER 5 Manage Chats and Emails (Deprecated) 83 Manage Chats 83 Respond to a Chat 83 Predefined Chat Responses 85 Transfer a Chat 85 Start a Chat Conference 86 End a Chat 87 Manage Emails 88 Respond to an Email 88 Predefined Email Template 89 Send a Quick Reply 89 Send a Standard Reply 90 Transfer an Email 92
CHAPTER 6 Manage Widgets 93 Cisco Webex Experience Management 94 IVR Transcript 95 Edit Desktop Layout 95 Drag and Drop a Widget 96 Resize a Widget 96
Cisco Webex Contact Center Agent Desktop User Guide vi Contents
Reset Desktop Layout 97 Reset Entire Desktop Layout 98
CHAPTER 7 Agent Performance Statistics Reports 99 Access Agent Performance Statistics 99 Summary Report 100 Agent Stats—Historic 101 Agent Stats—Realtime 103 Agent Stats By State—Historic 104 Agent Stats by State—Realtime 105 Team Stats—Historic 105 Team Stats—Realtime 106 Queue Stats—Historic 107 Queue Stats—Realtime Report 107 Agent Outdial Stats—Historic 108 Agent Outdial Stats—Realtime 108
CHAPTER 8 Network Requirements 111 Bandwidth and Latency 111
Cisco Webex Contact Center Agent Desktop User Guide vii Contents
Cisco Webex Contact Center Agent Desktop User Guide viii Preface
• Change History, on page ix • About this Guide, on page xii • Audience, on page xii • Related Documents, on page xii • Communications, Services, and Additional Information, on page xiii • Documentation Feedback, on page xiii • Conventions, on page xiii Change History This table lists the changes that are made to this guide. Most recent changes appear at the top.
Change See Date
Updated the default DN details. Sign In to the Agent Desktop, on page 35 September 2021
Added Webex App (Webex) details. Webex App (Webex), on page 47 Agent Devices, on page 4 Desktop Notification, on page 20 Accessibility, on page 25 Agent Keyboard Shortcuts, on page 31
Updated persistent tab details. Manage Widgets, on page 93 Agent Performance Statistics Reports, on page 99
Added New Digital Channels: Facebook Agent Desktop Interface, on page 5 July 2021 Messenger, WebChat, Email, and SMS Common Features for New Digital Channels, on page 13
Updated screen pop details. Screen Pop, on page 41
Updated RONA details. Agent Availability States, on page 22 June 2021
Cisco Webex Contact Center Agent Desktop User Guide ix Preface Preface
Change See Date
Updated Screen Pop hyperlink details. Horizontal Header, on page 7 Desktop Notification, on page 20 Access Screen Pop, on page 42
Updated tooltip details on the horizontal header. Horizontal Header, on page 7 Responsiveness, on page 37 Change the Availability State, on page 39
Added profile picture details. User Profile, on page 42
Added a note on media type badges. View Channel Capacity, on page 44
Changed View Transcript link to View email Auxiliary Information, on page 12 message link. Accessibility, on page 25 Respond to an Email, on page 88
Added user experience enhancements. Auxiliary Information, on page 12 Sign In to the Agent Desktop, on page 35
Added minimum width and height details for the Access Keyboard Shortcuts, on page 30 Keyboard Shortcuts List dialog box.
Updated Dial Number drop-down details. Transfer a Call, on page 56 Initiate a Consult Call, on page 58
Updated default outdial ANI details. Make an Outdial Call, on page 62
Removed the Manage Social Messaging — May 2021 Conversations chapter.
Added Accept All Tasks and New Replies details. Task List, on page 9 April 2021
Updated RONA time details. Agent Availability States, on page 22
Added search field to filter the list. Change the Availability State, on page 39
Updated special character details. Sign In to the Agent Desktop, on page 35 Transfer a Call, on page 56 Initiate a Consult Call, on page 58
Changed the label name from Dial Number to User Profile, on page 42 March Phone Number. 2021
Updated title and logo details in smaller viewing Responsiveness, on page 37 area.
Cisco Webex Contact Center Agent Desktop User Guide x Preface Preface
Change See Date
Refresh the List option in the Transfer Request Transfer a Call, on page 56 and Consult Request dialog boxes. Initiate a Consult Call, on page 58 Transfer a Chat, on page 85 Transfer an Email, on page 92
Updated date picker details. Call-Associated Data Variables, on page 54
Changed Outbound icon name to Outdial icon. Make an Outdial Call, on page 62 Updated special character details.
Updated RONA details. Agent Availability States, on page 22 January 2021
Added change team details. Change Your Team, on page 43
Updated Outdial ANI details. Make an Outdial Call, on page 62
Initial Release of this Document December 2020
The desktop has a comprehensive new look as part of the user experience refresh.
The title and logo on the desktop can be customized.
Browser support includes Edge Chromium. Agent Desktop Requirements, on page 2
The Navigation bar has customizable icons. Navigation Bar, on page 8
The Task List pane has the following updates: Task List, on page 9 • The request flashes for a few seconds before changing your state to RONA. • Displays the unread chat and social chat messages.
The Auxiliary Information pane has customizable Auxiliary Information, on page 12 widgets.
Added agent state timer details. State and Connected Timers, on page 18
Added toaster and desktop notifications details. Notifications, on page 19
Cisco Webex Contact Center Agent Desktop User Guide xi Preface About this Guide
Change See Date
The User Profile icon displays the following User Profile, on page 42 details: • Channel Capacity • Notification Settings • Reset Entire Desktop Layout • Keyboard Shortcuts • Download Error Report
Workflow support for screen pop. Access Screen Pop, on page 42
Added courtesy callback details. Courtesy Callback, on page 54
Multiple agents can edit and save CAD variables Call-Associated Data Variables, on page 54 with real-time updates.
Make an outdial call when in the Available state. Make an Outdial Call, on page 62
Added preview campaign call details. Make an Outbound Preview Campaign Call, on page 63
Added Cisco Webex Experience Management Manage Widgets, on page 93 and IVR widgets.
Customize the desktop layout using the Edit Desktop Layout, on page 95 Drag-and-Drop and Resize features.
About this Guide This guide describes how to use Cisco Webex Contact Center Agent Desktop. The Agent Desktop has undergone a user experience refresh. This guide documents the comprehensive new look of the desktop along with release-specific features.
Audience This guide is intended for Cisco Webex Contact Center agents who use the Agent Desktop.
Related Documents To view the list of Cisco Webex Contact Center documents, go to page https://www.cisco.com/c/en/us/support/ customer-collaboration/webex-contact-center/series.html.
Cisco Webex Contact Center Agent Desktop User Guide xii Preface Communications, Services, and Additional Information
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Conventions This guide uses the following conventions.
Convention Description
boldface font Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example: • Choose Edit > Find • Click Finish.
Cisco Webex Contact Center Agent Desktop User Guide xiii Preface Preface
Convention Description
italic font Italic font is used to indicate the following: • To introduce a new term. For example: A skill group is a collection of agents who share similar skills. • For emphasis. For example: Do not use the numerical naming convention. • An argument for which you must supply values. For example: IF (condition, true-value, false-value) • A book title. For example: See the Cisco Webex Contact Center Agent Desktop User Guide.
window font Window font, such as Courier, is used for the following: • Text as it appears in code or information that the system displays.
For example:
• File names. For example: tserver.properties. • Directory paths. For example: C:\Program Files\Adobe
Cisco Webex Contact Center Agent Desktop User Guide xiv CHAPTER 1 Introduction
• Agent Desktop Overview, on page 1 • Agent Desktop Requirements, on page 2 • Localization, on page 4 • Agent Desktop Interface, on page 5 • State and Connected Timers, on page 18 • Notifications, on page 19 • Agent States, on page 22 • Accessibility, on page 25 Agent Desktop Overview The Agent Desktop provides a single browser-based application that enables agents to interact with customers using voice, chat, email, or social messaging conversation. When you sign in to the desktop, the appearance of the desktop depends on how the Webex Contact Center administrator has configured the desktop layout. The recommended display size for using the Agent Desktop is 500 x 400 pixels (width x height) or higher. For more information, see Responsiveness, on page 37.
Note The administrator configures the agent profile for the permissions and desktop settings. The agents are assigned to a specific team that supports a specific function. For example, the group of agents in a team that supports Gold customers or manages billing.
The administrator specifies the following agent profile permissions and settings: • Inbound (incoming) call capabilities • Idle state reasons • Queue transfer • Agent consult and transfer • Wrap up and wrap up timer details • Agent auto available • Outbound (outgoing) call capabilities
Cisco Webex Contact Center Agent Desktop User Guide 1 Introduction Agent Desktop Requirements
• Dial number and address book capabilities • Access to agent performance statistics reports • Access to widgets
Note • A queue is where active contacts are kept and distributed to agents, while contacts wait to be responded by an agent. • Your administrator configures the idle reasons that are appropriate for your enterprise. The idle state indicates that you are signed in but not ready to accept any routed requests. For example, Lunch Break.
Agent Desktop Requirements The Agent Desktop requires the following setup to ensure that all features work as expected before attempting to sign in for the first time.
System Requirements The following are the minimum system requirements: • Memory—2 GB overall application RAM, excluding the operating system allocation. • Operating System—The supported operating systems (OS) are: • Windows 10 • macOS 10.12, 10.13, and 10.14 • Chrome OS 70 (64-bit) and later
Browser Requirements The following table lists the supported browsers.
Table 1: Supported Browsers
Operating System Browser Version
Windows 10 • Google Chrome V76.0.3809 and later • Firefox Extended Support Release (ESR) V68 and later • Edge Chromium (MS Edge V79 and later)
Cisco Webex Contact Center Agent Desktop User Guide 2 Introduction Virtual Desktop Infrastructure (VDI)
Operating System Browser Version
macOS • Google Chrome V76.0.3809 and later • Firefox Extended Support Release (ESR) V68 and later • Edge Chromium (MS Edge V79 and later)
Chrome OS • Chromium V73 and later • Google Chrome V76.0.3809 and later
Note Agent Desktop is responsive in supported browser versions, irrespective of the device used to access the Agent Desktop. For example, Agent Desktop works similarly on a mobile phone, tablet, laptop, or an iPad if you access Agent Desktop using Google Chrome (V76.0.3809 or later). For more information, see Responsiveness, on page 37.
The following browser options must be configured: • Cookies and site data is enabled. • Security level is set to Medium. • Image option is enabled. • Pop-up blocker is disabled. • JavaScript is enabled.
Virtual Desktop Infrastructure (VDI) The following virtual desktops are supported: • Citrix XenDesktop V7.x • Parallels Desktop for Mac V16 • VMware Fusion V11.5.1 • VMware View V5.x • VMware Horizon V6.x • VMware Horizon V7.x
Phone Requirements Agents handling voice interactions must have a phone. To ensure connectivity, call your Dial Number (DN) from another phone and validate your voice connectivity. The same DN must be entered in the Station Login dialog box (Station Login > Dial Number) when you sign in. For more information, see Sign In to the Agent Desktop, on page 35.
Cisco Webex Contact Center Agent Desktop User Guide 3 Introduction Agent Devices
Agent Devices Cisco Webex Contact Center supports the following agent devices for Webex Calling: • Webex Calling Desk Phone • Webex Calling Desktop App (PC Audio) • Webex Mobile App on the cell phone • Webex App that is integrated with Webex Calling (PC Audio)
If you are using a Webex Calling device, enter the Webex Calling extension that is configured by your administrator in the Station Login dialog box (Station Login > Extension) when you sign in. For more information, see Sign In to the Agent Desktop, on page 35. Webex App as Client The Webex App (Webex) downloaded on your system (personal device) refers to the Webex Client. For more information, see Download the App. The Webex Client can be used as an endpoint device when it is integrated with Webex Calling. To receive or make a voice call you must sign in to the Agent Desktop using the extension (Station Login > Extension). If you are using the extension, you can answer a voice call from the Webex Client. If you do not answer the call within the maximum available time, the call is returned to the queue and the system changes your state to RONA. The Webex App (Webex) can also be accessed within the Agent Desktop to collaborate with other agents, supervisors, and subject matter experts (SMEs) of your organization without navigating away from the Agent Desktop. However, call control is not available. To receive and make calls, you still require the external, non-embedded Webex App. For more information, see Calling Apps. For more information on how to access Webex within the Agent Desktop, see Webex App (Webex), on page 47.
Note If you are using Webex Client and Webex within the Agent Desktop, the notifications appear for an incoming call as follows: • When the Task List pane on the Agent Desktop is expanded, and you have an incoming call from a customer, the Webex Client notification and the Agent Desktop popover appear. • When the Webex Client and the Agent Desktop are inactive: • For an incoming call from a customer on the Webex Client, you will receive a browser toaster notification and a Webex Client notification. • For incoming calls from a customer on the Webex Client and a colleague on Webex at the same time, you will receive notifications from the browser, Webex Client, and Webex.
Localization The Agent Desktop user interface supports localization in 27 languages.
Cisco Webex Contact Center Agent Desktop User Guide 4 Introduction Agent Desktop Interface
The following are the supported languages: Bulgarian, Catalan, Chinese (China), Chinese (Taiwan), Croatian, Czech, Danish, Dutch, English, Finnish, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, and Turkish. The Agent Desktop user interface language will be based on the language preference settings on your browser. For example, let us consider that you have selected the preferred language as French on the Firefox browser. When you launch the Agent Desktop in the Firefox browser, the Agent Desktop user interface appears in Français (French).
Agent Desktop Interface The Agent Desktop user interface is divided into the following sections: • Horizontal Header, on page 7 • Navigation Bar, on page 8 • Task List, on page 9 • Agent Interaction History, on page 11 • Interaction Control, on page 11 • Workspace, on page 12 • Auxiliary Information, on page 12
Cisco Webex Contact Center Agent Desktop User Guide 5 Introduction Agent Desktop Interface
Figure 1: Sample Agent Desktop Interface for Voice
Cisco Webex Contact Center Agent Desktop User Guide 6 Introduction Horizontal Header
Figure 2: Sample Agent Desktop User Interface for New Digital Channels
Horizontal Header The horizontal header is the area which runs along the top of the Agent Desktop interface. The following options are available on the horizontal header: • Title and logo—Displays the Cisco Webex Contact Center logo and name (default) at the top-left corner of your screen. Your administrator can customize the title and logo based on the desktop layout settings. • Availability State—Displays your availability status to receive and accept contacts across all communication channels (voice call, chat, email, or social messaging conversation). When you sign in to the Agent Desktop, your state is set to Idle by default. For more information, see Agent Availability States, on page 22. • Outdial Call—Displays an option to make an outdial call. The Outdial Call icon is displayed based on your agent profile configuration. For more information, see Make an Outdial Call, on page 62. • Notification Center—Displays the number of new messages you have received. When you click the Notification Center icon, the dialog box displays the desktop alerts and notifications. For more information, see Access Notification Center, on page 46.
Cisco Webex Contact Center Agent Desktop User Guide 7 Introduction Navigation Bar
You can also access earlier screen pop using the screen pop URL. For more information, see Access Screen Pop, on page 42. • User Profile—Displays your information and settings. For more information, see User Profile, on page 42.
Note If your administrator has configured the header widgets, then the widgets are displayed on the horizontal header. For more information on widgets, see Manage Widgets, on page 93.
Navigation Bar The Navigation bar is displayed at the left side of the Agent Desktop interface.
Note The availability of icons on the Navigation bar depends on how your administrator has configured the desktop layout.
The following icons are available to access the main features: • Home—Displays the agent dashboard where you can access your completed or assigned contacts that require your attention. You can perform actions such as communicating with customers across various channels, and viewing customer information. The icon displays a badge indicating the number of requests that you have not accepted across various channels. For example, . • Agent Performance Statistics—Displays the Agent Performance Statistics widget which details the historical and real-time statistics of an agent. If your profile is configured for statistics reporting, the Agent Performance Statistics icon is displayed in the Navigation bar. For information about the statistics reports, see Agent Performance Statistics Reports, on page 99. • Reload—If you are accessing the Agent Desktop in an iFrame, click Reload to refresh the Agent Desktop web page. An iFrame is an HTML element that lets you nest one web page in another web page.
Note The Reload icon is displayed only when you access the Agent Desktop in an iFrame.
• Help—Displays the Help topics in the Help Center dialog box. To view the PDF format of the Help topics, click View as PDF.
Cisco Webex Contact Center Agent Desktop User Guide 8 Introduction Task List
Note • Based on the Desktop Layout configuration, the custom icons (for example, the Customer Experience Analytics icon) are displayed in the Navigation bar above the Help icon. • When the Agent Desktop is accessed for the first time or the cache cleared, the custom title, the custom logo, and the custom icons on the Navigation bar load a few seconds later, onto the default icons list. • The custom icons or custom widgets are loaded based on the cache first, and then based on the server synchronization. If the Desktop Layout configuration is updated by your administrator, you must clear the cache and reload the Agent Desktop to view the latest custom icons or custom widgets. Trying to reload without clearing the cache may cause screen flickers and may also lead to unexpected behavior.
Task List The Task List pane is displayed at the top-left corner of the Agent Desktop interface. When a request is routed to your queue and you are available, a new request appears in your Task List pane. You must accept the request to start communicating with the customer. By default, the Task List pane is expanded. If the Task List pane is collapsed, you can see a popover at the bottom-right corner of the desktop to accept the request. For more information, see Popover, on page 10. If you have multiple requests, the latest request is displayed at the top of the Task List pane, and the order is calls, chats, social messaging conversations, and emails. The request displays the following details:
• Calls—Displays the (Call) icon, the phone number of the customer, DNIS (Dialed Number Identification Service), path ID, the queue that routed the call to you, IVR path ID, and a timer indicating the time elapsed since you received the call. You can see the status of the incoming call as Ringing.
• Chats—Displays the (Chat) icon, the name of the customer or unique id, the email address, the queue that routed the chat to you, and a timer indicating how long the chat has been awaiting your acceptance. • Social Messaging Conversations—The following details are displayed:
• Facebook Messenger—The request displays the (Messenger) icon, the name of the customer or unique id, the queue that routed the chat request to you, and a timer indicating the time that has elapsed since you received the chat request.
Note The customer name is displayed in the desktop only if the customer's profile information on Facebook Messenger is set as public.
• SMS—The request displays the (SMS) icon, the phone number of the customer, the queue that routed the SMS chat request to you, and a timer indicating the time that has elapsed since you received the chat request.
Cisco Webex Contact Center Agent Desktop User Guide 9 Introduction Task List
• Emails—Displays the (Email) icon, the name of the customer, the queue that routed the email to you, and a timer indicating the time that has elapsed since you received the email request.
Note • When you place the pointer on the request in the Task List pane, the (expand) icon is displayed. Click to view the request details. • You are alerted with a sound notification when you receive a chat, a social messaging conversation, or an email request. • A badge in each chat and social messaging conversation task displays the number of unread messages.
The Task List pane displays the following options: • Accept All Tasks—Click Accept All Tasks to accept all requests (chats, emails, or social messaging conversations) together. The Accept All Tasks button appears when you have more than five new requests. • New Replies—Click New Replies to scroll to view unread messages (chats or social messaging conversations).
After you have accepted the request, the timer displays the time that has elapsed since you accepted the request. For more information, see State and Connected Timers, on page 18.
Note • If you are unable to accept the request within the specified time displayed in the timer, the request flashes for a few seconds and your state changes to RONA (Redirection on No Answer). For more information on RONA, see Agent Availability States, on page 22. • Consider that you sign out when the Task List pane is collapsed. If you sign in to the Agent Desktop without clearing the cache, the Task List pane retains your earlier selection, which is the collapsed state.
Popover If the Task List pane is collapsed, you can see the popover at the bottom-right of the desktop. The popover is the pop-up dialog box that is displayed when a call, chat, email, or social messaging conversation request is routed to you. The popover displays the details, the action buttons or the links based on the configuration that
is defined for each channel. For example, the chat request popover displays the Accept button, the (Chat) icon, the name of the customer or unique id, the email address, the queue that routed the chat to you, and a timer indicating how long the chat has been awaiting your acceptance. When you have multiple requests, the popovers are stacked. If you have more than five requests at any point in time, the requests are displayed as 1-5 of
Cisco Webex Contact Center Agent Desktop User Guide 10 Introduction Agent Interaction History
Agent Interaction History The Agent Interaction History pane is displayed at the bottom-left corner of the Agent Desktop interface. You can view your previous communications with a customer across all channels (voice, email, chat, and social) in this pane. The pane displays details for the last 24 hours. To view your previous communications based on specific channels for the past 24 hours, select one of the following tabs: • All—Displays details of your previous communications across all channels along with the total connected time, and the timestamp of when you accepted the request. This is the default selection. • Calls—Displays details of your voice calls along with the customer's phone number, wrap up reason, the total connected time, and the timestamp of when you accepted the request. • Chats—Displays details of your chats along with the customer name, wrap up reason, the total connected time, and the timestamp of when you accepted the request. • Social Messaging Conversations—Displays details of your Facebook Messenger and SMS (Short Message Service) chats along with the customer name (Facebook Messenger), customer's phone number (SMS), wrap up reason, the total connected time, and the timestamp of when you accepted the request. • Emails—Displays details of your emails along with the customer's email address, wrap up reason, the total connected time, and the timestamp of when you accepted the request.
Note • The Agent Interaction History pane fetches details of all completed interactions along with the respective wrap up reason. If a contact is not wrapped up, the wrap up reason appears as N/A. Note that the wrap up reason may not be displayed on the Agent Interaction History pane for up to 6 seconds after you complete the interaction; until then, it is displayed as N/A. For more information, see Apply Wrap Up Reason, on page 39. • You can resize or collapse the Agent Interaction History pane. • To resize, hover the mouse pointer over the Agent Interaction History pane border. When the mouse pointer changes to (sizing handle), click and drag the to resize the Agent Interaction History pane vertically. The resized Agent Interaction History pane is retained until you sign out, close the browser, or clear the browser cache. • To collapse, hover the mouse pointer either over the Task List pane or the Agent Interaction History
pane. The (collapse) icon is displayed. Click to close the pane.
Interaction Control The Interaction Control pane is displayed at the top center of the Agent Desktop interface. The Interaction Control pane includes the following details: • Customer information with all Call-Associated Data (CAD) variables for voice calls.
Cisco Webex Contact Center Agent Desktop User Guide 11 Introduction Workspace
• Connected timer which includes the duration of your contact with the customer until you end the communication. • Along with the connected timer, the Interaction Control pane displays another timer based on the state set by the system and how you proceed with your communication. For example, when you place a call on hold, the timer shows the hold time next to the Consult on Hold state. • The control buttons used to perform tasks based on the configuration of your profile. For example, on an active voice call, you can record a call.
When you accept a voice call (inbound or outbound), by default, the Interaction Control pane is expanded, and remains persistent even when you switch between options in the Navigation bar. When you accept an email, chat or social messaging conversation request, by default the Interaction Control pane is collapsed. Use the (expand) icon to expand the Interaction Control pane to view the customer information.
Note To copy the customer information, hover the mouse pointer on the field value and then click .
For more information on the connected timer, see State and Connected Timers, on page 18. For updating the CAD variables, see Call-Associated Data Variables, on page 54.
Workspace The Workspace pane is displayed at the center of the Agent Desktop interface only when you accept an email, chat or social messaging conversation request.
Note When you accept a voice call (inbound or outbound), the center pane displays the Auxiliary Information pane.
The center pane displays details based on your selection of the contact card in the Task List pane. For example, when you select an active email contact, the center pane displays details of the received email. The center pane can also display information based on your selection in the Navigation bar. For example, when you select Agent Performance Statistics (if your profile is configured), then the center pane displays your reports.
Note When you hover the mouse pointer either on the Task List pane or the Agent Interaction History pane, the
(collapse) icon is displayed. Click to close the pane, and to increase your work space area.
Auxiliary Information The display position of the Auxiliary Information pane on your Agent Desktop interface depends on the active request.
Cisco Webex Contact Center Agent Desktop User Guide 12 Introduction Common Features for New Digital Channels
When you accept an email, chat, or social messaging conversation request, the Auxiliary Information pane is displayed at the right side of the desktop, and the Workspace pane is displayed at the center of the desktop. When you accept a voice call (inbound or outbound) the Auxiliary Information pane is displayed at the center of your desktop. The widgets are displayed in the Auxiliary Information pane on your desktop. Each tab in the pane can have one or more widgets based on the default desktop layout settings configured by your administrator. For more information, see Manage Widgets, on page 93. The details of the tabs are: • Contact History (default)—Displays the history of previous communications with the customer during the last 90 days. When you are on a digital channel conversation (email, chat, or social messaging) with the customer, the Contact History tab displays the prior contacts by the customer using the same channel. When you are on a voice call, the Contact History tab displays the history of only voice calls. When you accept a contact, the Contact History tab displays the customer details in chronological order. The customer history details include name of the customer, wrap up reason, queue name, connected time, and end time. You can also view the previous emails by clicking the View email message link.
Note • The Contact History tab fetches details of all completed interactions along with the respective wrap up reason. If a contact is not wrapped up, the wrap up reason appears as N/A.For more information, see Apply Wrap Up Reason, on page 39.
• Click to maximize your content view in the Auxiliary Information pane.
• Screen Pop—Displays the screen pop tab based on the default desktop layout settings. • Custom widgets—Displays custom tabbed widgets based on your default desktop layout or organizational settings. For more information, see Manage Widgets, on page 93.
Note The Auxiliary Information pane retains your tab selection for a specific interaction even when you switch between interactions or custom pages. For example, consider that you are on a voice interaction and have accessed the Screen Pop tab in the Auxiliary Information pane. Later, you switch to a chat interaction and access the Contact History tab. When you return to the voice interaction, the Screen Pop tab selection is still retained. The tab selection is retained when you reload the Agent Desktop. However, when you clear the cache, the tab selection is lost.
Common Features for New Digital Channels
Text Attachments An attachment is a file that is sent along with a text message. To add a text attachment:
Cisco Webex Contact Center Agent Desktop User Guide 13 Introduction Email Attachments
Procedure
Step 1 Agents can either Drag and Drop the attachments into the compose box or click icon and browse the file to upload an attachment along with the response in the compose box. Note • You can send an attachment only in the formats that are configured by an administrator in the attachment policy. • You can attach one attachment in each message. • You can send multiple attachments with a text message. • Attachments that do not fulfil the PCI rule will be dropped, and such attachments will be greyed out. The information icon is displayed. Click the information icon, and an error message is displayed with the reason for disabled attachment(s), this error message can be closed while the non-compliant attachment(s) remains disabled.
Step 2 Agents can preview the file and its size before sending it to the customer. Step 3 Click the X icon to delete an attachment.
Email Attachments An attachment is a file that is sent along with an email message. Attachments can be inline with the email body or can be attached as a regular attachment. To add a email attachment:
Procedure
Step 1 Click icon and browse the file to upload an attachment. • The administrator configures the maximum file size, file formats, and the maximum number of files that you can upload. • You can view and download the attachments from the received emails from the email thread. • Attachments that do not fulfil the PCI rule will be dropped, and such attachments will be greyed out. When you select such attachments, a banner message is displayed above the email composer to inform the reason for disabled attachment(s), this banner can be closed while the non-compliant attachment(s) remains disabled. • If you navigate away from the email composer and you have content in the email body, your draft is saved.
Step 2 Agents can preview the file and its size before sending it to the customer. Step 3 Click the X icon to delete an attachment.
Cisco Webex Contact Center Agent Desktop User Guide 14 Introduction Templates
Templates Agents can use canned responses in the form of message templates. These templates help maintain consistency in agent responses and reduce the time that is taken to send commonly used messages.
Attach a Template To use a template in a conversation, follow these steps:
Procedure
Step 1 Click (Template) icon in the compose box. A modal with the list of configured template groups appears on the screen. All Templates tab consists of a list of all the templates that are configured for a team.
Step 2 Click More to view the complete list of template groups configured for a team. Step 3 Select a template group to view the list of templates created under that template group. Step 4 Select the template. The respective information is loaded into the compose box. Note You can use the search field to filter the template names by entering a keyword in the search field and select a template based on the results.
Step 5 Click Send.
Locked Templates The administrators have the privilege to lock the templates while creating them on the admin console. You will view the (Lock) icon beside the locked templates. Agents can use these packed templates as-is and cannot edit these templates. If you try to perform an edit action, an error message will appear on the screen.
Templates with Replaceable Parameters Team Managers can create templates with replaceable parameters for agents to send personalized messages to the customers. Agents can load the template into the compose box and use the Tab key to traverse between the replaceable parameters and change them.
Templates with Dynamic Substitution of System Parameters in the Chat Console Agents can use the templates that are configured by client admins or team managers with system parameters in the template body. When these templates are used in the chat conversations, the respective system parameters are dynamically substituted in the compose box.
Rich Formatting
You can click (formatting) icon to apply rich formatting styles to the text before replying to the message. You can apply the following rich formatting styles to the reply message in the compose box:
Cisco Webex Contact Center Agent Desktop User Guide 15 Introduction Rich Composer Modes
Formatting Style Description
Bold Makes the text bold.
Italics Italicizes the text.
Strikethrough Draws a line through the text.
Note You can apply only one style to the selected text. For example, if you choose to make a certain word or sentence bold, you cannot italicize the same.
Rich Formatting in Email Messages You can apply the following rich formatting styles to the reply message in the email body:
Formatting Style Description
Bold Makes the text bold.
Italics Italicizes the text.
Underline Underlines the text.
Strikethrough Draws a line through the text.
Heading 1 Applies a pre-set font and style to the text.
Blockquote Indents the text and marks it as a quotation with a vertical line at the left margin.
Font colour Changes the font color.
Emojis Inserts an emoji.
Indent left Indents the text to the left.
Indent right Indents the text to the right.
List by ordered Creates an ordered list.
List by bullet Creates a bulleted list.
Link Inserts a hyperlink on the selected text.
Table Inserts a table in the text area.
Rich Composer Modes The email composer supports the following two modes: • Reader mode: You can read the email conversations and can send a short reply using the Quick Reply option.
Cisco Webex Contact Center Agent Desktop User Guide 16 Introduction Trigger Workflow
Note If you receive a new email in the view mode, a banner with a load new email link appears above the composer. During this phase, Reply, Reply All, Forward, and Send icons/buttons/options are disabled. Once you click the load new email link, Reply, Reply All, and Forward icons/buttons/options are enabled, and To, Cc, and Subject (If it is modified for the latest email) details will be updated.
• Composer mode: You can send standard emails using composer mode by formatting the text, adding images, attaching files, and so on.
Trigger Workflow You can easily integrate Webex Contact Center with external systems to ensure that customer records are synchronized in real time. This can be achieved with the help of workflows. You can trigger these workflows when you are in the middle of a conversation with the customer.
Note Customers need to procure a higher edition of Connect to use this feature.
To trigger an workflow, follow these steps:
Procedure
Step 1 Click the (Trigger workflow) icon in the compose box. A pop-up window with the list of pre-configured workflows appears on the screen.
Step 2 Select a workflow and click the Trigger button. Step 3 If the workflow has been configured to accept input parameters from the agent, a pop-up window appears. Enter the required parameters and click the Trigger button. Once the workflow is triggered, an audit trail in the form of an announcement is appended to the chat thread.
Step 4 Click Send.
Announcements You can have detailed insight into the chat conversations with the help of announcements. You can view the announcements on the message thread during the conversation events and audit trails.
Keyboard Shortcuts
Agent Desktop Keyboard Shortcuts for Chat Conversations Agents can use the shortcuts for chat messages:
Cisco Webex Contact Center Agent Desktop User Guide 17 Introduction Delivery Receipts
Action Keyboard Shortcuts
Send Chat messages Ctrl + Enter
Note If a message is not sent even after clicking Send , agents can click the Click to Retry link to send it again. The Click to Retry link appears beside the agent's name in the chat thread.
Agent Desktop Keyboard Shortcuts for Email Conversations Agents can use the following shortcuts for email messages:
Action Keyboard Shortcuts
Reply Ctrl + Shift + 6
Reply All Ctrl + Shift + 5
Send Email Ctrl + Alt + S
Forward Email Ctrl + Shift + 0
Delivery Receipts Whenever you send a message to the customer, a delivery receipt is recorded beside each message in the message thread. For the first message, a SENT receipt is recorded; for the other messages, DELIVERED receipt is recorded.
State and Connected Timers The following are the timers that are displayed on the Agent Desktop: • State timer—The agent state timer appears next to the agent availability state on the horizontal header. The timer displays the time you have been in the current state. The state includes Available, any Idle, or RONA. The state timer is updated every second and the format is mm:ss. If you are connected for more than one hour, the format changes to hh:mm:ss (for example, 01:10:25). When you change state (for example, from Available to any Idle), the timer resets to 00:00. • Idle timer—If you are in the Idle state and switch between any other idle states, the timer displays the current time and the total time you were in the idle state. For example, consider that you are in the Idle state for 10 minutes, and then you take a Lunch Break (configured idle state) of 20 minutes. Then, the timer is displayed as 20:00/30:00. The Lunch Break time is 20 minutes (configured idle state), and the total time that you were in the Idle state is 30 minutes.
• Connected timer—When you accept a call, chat, email, or social messaging conversation request, the timer appears next to the request in the Task List pane. The timer displays the time that has elapsed since you accepted the request. The connected timer is updated every second and the format is mm:ss. If you are connected for more than one hour, the format changes to hh:mm:ss (for example, 01:10:25). The connected timer is also displayed in the Interaction Control pane.
Cisco Webex Contact Center Agent Desktop User Guide 18 Introduction Notifications
Along with the connected timer, the Interaction Control pane displays another timer based on the state set by the system and how you proceed with your communication. For example, when you place a call on hold, the timer shows the hold time next to the Consult on Hold state. For more information on states set by the system, see Voice Call States, on page 24 and Email and Chat States, on page 25. The Agent Interaction History pane displays the connected time which includes the duration of your contact with the customer until you end the communication. For example, consider that during a customer call, you consult with another agent before you end the communication with the customer. The connected time includes the time that you have been connected with the customer and the consult time with the other agent.
Note Your system time must be synchronized with the network time for the agent state timer and the contact request connected timer to be displayed correctly.
Notifications Notifications alert you on new desktop events that require your attention. Notifications appear irrespective of whether you are using an application or not.
Toaster Notification—Browser Toaster is a native browser notification that appears only if the desktop's browser tab is in the background. Browser toaster notifications are displayed if the Agent Desktop is not the active browser window or tab. The Agent Desktop browser window or tab is inactive when, • You are working on other browser windows or tabs. • You are working on other applications. • You have minimized the Agent Desktop browser window.
If the Agent Desktop is not the active browser window or tab, you are alerted with a sound notification on the browser taskbar based on your browser settings. You must click on the toaster notification to make your Agent Desktop window or tab active. The following are the browser toaster notification behaviour and restrictions: • Display of browser toaster notification is based on your operating system and browser settings. • You must enable browser toaster notification permissions for the operating system and the browser. • You must allow the browser permissions when prompted. • Positioning of the browser toaster notification pop-ups depends on the operating system. • Browser toaster notifications cannot be stacked. A new notification replaces the existing notification pop-up.
For more information on supported browsers, see Browser Requirements, on page 2.
Cisco Webex Contact Center Agent Desktop User Guide 19 Introduction Browser Settings for Chrome
Note • Toaster notifications are applicable for calls, chats, emails, and social messaging conversations. Toaster notifications include the alert message, phone number, name or email address of the customer. For example, Incoming email from [email protected]. • Your administrator configures the time interval for the toaster notifications to close automatically. The timeout value is honored in the Chrome browser across Windows OS, Chrome OS, and macOS. However, the other supported browsers do not honor the configured notification timeout value consistently.
Browser Settings for Chrome The toaster notifications may not pop up in the Chrome browser for Windows 10. To display the notifications on your desktop, and not in the Manage Notifications pane of Windows 10, disable the Enable native notifications feature in the Chrome browser (version 86 and earlier). The toaster notifications that are displayed on your desktop will be in the native format.
Procedure
Step 1 Open Chrome and enter chrome://flags/#enable-native-notifications in the address bar. Step 2 Press the Enter key on your keyboard. Step 3 Select the Disabled option from the labeled box drop-down list. Step 4 Click Relaunch Now. The notifications are displayed on your desktop in the native format.
Desktop Notification Desktop or application level notifications are displayed at the top-right corner of the Agent Desktop. The following are the desktop notification behavior and restrictions: • Desktop notifications can be stacked. • Desktop notifications can be automatically dismissed or closed. • Desktop notifications in the Agent Desktop are displayed based on the Notification Settings. For more information, see Enable or Disable Notification Settings, on page 45.
Your administrator configures the following: • The number of desktop notifications to be displayed at a time. • The time interval for the desktop notifications to close automatically. The configured timeout for notifications is applicable for supported browsers in Windows OS and Chrome OS. In macOS, the supported browsers automatically close the notifications.
Cisco Webex Contact Center Agent Desktop User Guide 20 Introduction Desktop Notification
Desktop notifications are applicable for calls, chats, emails, and social messaging conversations. The notification includes the name of the customer, the phone number, chat message, or information on the request. The following are examples:
Action Notification
When a call recording is resumed. Auto Resume Recording Recording will resume in 5 seconds.
When multiple users edit the Call-Associated Customer Information has been Updated Data (CAD) variable values at the same time. Your changes are overwritten with the updated call data.
When a screen pop is delivered successfully Screen Pop Delivered to you. Screen pop was delivered to you. Reopen Screen Pop or
When another agent accepts your consult Consult Connected request. Your consult request has been accepted.
When another agent accepts your conference Conference Connected request. Your conference request has been accepted.
When a consult call request is put on hold. Consult Call on Hold Your consult call has been put on hold.
When a call is automatically wrapped up. Auto Wrap Up Your call has been wrapped up automatically.
When you receive a chat message from the Messages from John Doe customer. Ok I got it. Thank you!
When you send an attachment to the Messages from John Doe customer. Sent an attachment.
When you send the conference chat message Messages from Barbara Hecker to another agent. Hey, this is Barbara Hecker. How may I ...
When the customer ends a chat message. End Chat from Jason Welch Your chat has ended.
When you change your team. Changed Team Successfully You are now signed in to Sales_Team.
Cisco Webex Contact Center Agent Desktop User Guide 21 Introduction Agent States
Action Notification
When you receive an incoming call from Incoming Call from Jane Doe Webex. 00:02
When you receive a chat message from Message from John Doe Webex. Ok I got it. Thank you!
When you receive a meeting request from Incoming Meeting from Jane Doe's Personal Room Webex. 00:02
When you receive a scheduled meeting Scheduled Meeting for Demo request from Webex. In 5 minutes Note When the meeting name for a scheduled meeting is not defined, the default personal room name is displayed as the notification header. For example, Jane Doe's personal room.
If the meeting has started, then the remaining time is replaced with the text Now. Scheduled Meeting for Demo Now
Note • In the Task List pane, a badge in each chat and social messaging conversation task displays the number of unread messages. • You are alerted with a sound notification when you receive a chat, a social messaging conversation, or an email request.
Agent States The agent state refers to your work status while using the Agent Desktop. The following are the agent states: • State set by you—Determines whether you can receive and accept contacts across all communication channels (call, chat, email, or social messaging conversation request). For more information, see Agent Availability States, on page 22. • State set by the system—The state that the system assigns to you based on the channel through which you are communicating. For more information see, Voice Call States, on page 24 and Email and Chat States, on page 25.
Agent Availability States The following are the agent availability states:
Cisco Webex Contact Center Agent Desktop User Guide 22 Introduction Agent Availability States
• Idle—Indicates that you are signed in but not ready to accept any routed requests. When you sign in to the desktop, your state is set to the default idle reason configured by your administrator. Your administrator configures more idle state reasons that are appropriate for your enterprise. If you must go offline for a meeting, training, or lunch break, change your state to an idle reason by selecting an option from the drop-down list. The administrator-defined idle state reasons are preceded by a gray ( ) icon. In addition, you can select an idle state reason while you are interacting with a customer; for example, during a chat session with the customer or when responding to an email message. For more information on which idle state reason to use, contact your supervisor.
Note If you are in the Available or Idle state without any ongoing conversations, your supervisor can sign you out of the Agent Desktop. You must sign in again to access the Agent Desktop. For more information, see Sign In to the Agent Desktop, on page 35.
• Available—Indicates that you are ready to accept and respond to contact requests routed to you. After you sign in, you must select Available from the drop-down list to accept voice call, chat, email, and social messaging conversation requests. The Available state is preceded by a green ( ) icon.
Note • Any communication such as voice call, chat, email, social messaging conversation, or campaign is routed to you only when your state is set to Available. For more information, see Change the Availability State, on page 39. • If you reload the Agent Desktop when you are in the Available state, the default idle state is initially displayed, and then the state changes to Available. The delay is subject to network connectivity.
• RONA (Redirection on No Answer)—Indicates that you have not accepted a voice call, chat, email, or social messaging conversation request within the specified time. The voice call, chat, email, or social messaging conversation request is returned to the queue. The system changes your state from Available to RONA. The RONA state is preceded by a red ( ) icon.
Note The maximum available time to accept a voice call request is 18 seconds. The maximum available time to accept a digital channel request (chat, email, or social messaging conversation) is 32 seconds.
If you are unable to accept the request within the specified time displayed in the timer, the request flashes for a few seconds and your state changes to RONA (Redirection on No Answer). The request is returned to the queue. The system cannot deliver any new contact requests to you under the following conditions: • The request is not answered during the Available state.
Cisco Webex Contact Center Agent Desktop User Guide 23 Introduction Voice Call States
• The Dial Number or Extension provided is incorrect.
When your state changes to RONA, a popover appears with the following options: • Go To Idle—When you click Go To Idle, your state changes from RONA to the default idle reason configured by your administrator. • Go To Available—When you click Go To Available, your state changes from RONA to Available. The Available state indicates that you are ready to accept and respond to contact requests routed to you.
When an incoming call request is not delivered to you due to a failure of network, phone, or other devices, your state is set to RONA. You can click Go To Idle displayed on the popover and contact your administrator to investigate the situation.
Note • You cannot change your state to RONA manually. • To accept a voice call, chat, email, or social messaging conversation request, you must change your state from RONA to Available manually. • If the Agent Desktop application is not the active browser window or tab, you are alerted with a toaster notification when your state changes to RONA. For more information, see Toaster Notification—Browser, on page 19.
Voice Call States Voice call states are initiated by the system. The call state changes depending on your action on the call, and whether you are communicating with a customer or another agent. For example, when you place the customer call on hold, the Interaction Control pane displays the state as Call on Hold. Connected timer—When you accept a call, chat, email, or social messaging conversation request, the timer appears next to the request in the Task List pane. The timer displays the time that has elapsed since you accepted the request. The connected timer is updated every second and the format is mm:ss. If you are connected for more than one hour, the format changes to hh:mm:ss (for example, 01:10:25). The connected timer is also displayed in the Interaction Control pane. When you are communicating with the caller (customer) or another agent, based on your action, the following voice call states are set by the system: • Ringing—Indicates that the incoming call popover is being displayed at the bottom right corner of the desktop. If you are unable to answer the call within the time configured by your administrator, the call is returned to the queue. The system changes your state from Available to RONA. • Call on Hold—Indicates that you have placed the customer on hold. • Consult Requested—Indicates that you have initiated a consult call. • Consulting—Indicates that you are consulting with another agent. • Consult on Hold—Indicates that you have placed the agent with whom you are consulting on hold.
Cisco Webex Contact Center Agent Desktop User Guide 24 Introduction Email and Chat States
• Conference icon with
Email and Chat States The chat and email request states are initiated by the system and change as you proceed with your communication.
Email State • Wrap Up—Indicates that you have ended your email communication with the customer.
Chat and Social Channel States The following are the chat and social channel request states: • Conference Requested—Indicates that you have initiated a conference chat. • Conference—Indicates a three-way communication between you, the customer and another agent. • Wrap Up—Indicates that you have ended your chat, or social messaging conversation with the customer.
Accessibility The Agent Desktop supports features that improve accessibility for low-vision and vision-impaired users. The following table shows how to navigate within the Agent Desktop using the accessibility features.
Web Accessibility
Agent Desktop Element To Perform the Following Actions Use the Following Keys
Sign In Scroll through the saved email addresses Up and Down arrows in the drop-down list.
Select an email address. Enter
Change the selected email address. Mac keyboard: Command+Left arrow Windows keyboard: Alt+Left arrow
Sign in to Agent Desktop. Enter
Cisco Webex Contact Center Agent Desktop User Guide 25 Introduction Accessibility
Agent Desktop Element To Perform the Following Actions Use the Following Keys
Station Login Select either Dial Number or Extension. Right arrow and Enter
To focus on the option within the Dial Tab Number or Extension dialog box.
Select a Dial Number format (radio Right and Left arrows button options).
Navigate through elements within the Dial Tab Number or Extension dialog box.
Select a team name from the Team Up and Down arrows drop-down list.
Select an option. Enter
Close the Station Login dialog box. Esc
Notification Center Access Notification Center. Tab and Enter
Scroll through the notifications. Up and Down arrows
Mark all notifications as read, reopen a Tab, then Enter or Space Bar screen pop, close a notification, and ignore notifications.
Close the Notification Center dialog box. Esc or Enter or Space Bar
Agent State Scroll through the agent state from the Up and Down arrows drop-down list.
Select an agent state. Enter
Close the agent state dialog box. Esc or Enter or Space Bar
User Profile Access the user profile dialog box. Enter or Space Bar
Navigate through options in the user Tab and Enter profile dialog box.
Close the user profile dialog box. Esc
Notification Settings Access Notification Settings. Tab and Enter
Enable or disable options (toggle buttons) Tab and Space Bar in the Notification Settings.
Increase or decrease the sound volume. Arrow keys
Mute, unmute, or play sound. Tab, then Enter or Space Bar
Dark Mode Switch to dark mode (toggle button). Tab and Space Bar
Cisco Webex Contact Center Agent Desktop User Guide 26 Introduction Accessibility
Agent Desktop Element To Perform the Following Actions Use the Following Keys
Keyboard Shortcuts Access the Keyboard Shortcuts dialog Tab and Enter box.
Navigate through elements in the Tab and Enter Keyboard Shortcuts List dialog box.
Clear the search criterion in the search Tab, then Enter or Space Bar field.
Sort columns in the Keyboard Shortcuts Tab and Enter List dialog box.
Scroll through the keyboard shortcuts list. Tab, then Up or Down arrows
Maximize, restore, and close the Tab, then Enter or Space Bar Keyboard Shortcuts List dialog box.
Error Report Download error report. Tab and Enter
Agent Performance Statistics Navigate through the reports. Left or Right arrows Reports Select a report. Enter
Task List Toggle between tasks. Arrow keys
Select a task. Enter or Space Bar
Agent Interaction History Navigate across all the channels within Right and Left arrows the Agent Interaction History.
Select a channel. Enter
Toggle between the contact history in a Tab specific channel.
Popover Accept a popover request. Enter
Toggle between popover requests. Tab
Interaction Control Navigate through elements in the Tab Interaction Control.
Select an option. Enter
CAD Variables Toggle between CAD variable values. Tab
Select a CAD variable value. Enter or Space Bar
Cisco Webex Contact Center Agent Desktop User Guide 27 Introduction Accessibility
Agent Desktop Element To Perform the Following Actions Use the Following Keys
Transfer, Consult, or Conference Select a radio button option. Right and Left arrows
Select from the drop-down list. Up and Down arrows
Select an option. Enter
Close the dialog box. Esc
Chat and Social Messaging Navigate through options. Tab, then Enter or Space Bar Conversation Expand or collapse contact information. Tab, then Enter or Space Bar
Email Navigate through options. Tab, then Enter or Space Bar
Expand or collapse contact information. Tab, then Enter or Space Bar
Select the rich text formatting style. Tab, then Enter or Space Bar
Outdial Call Select either Address Book or Dialpad. Right and Left arrows
Scroll through the Address Book entries Up and Down arrows or dialed number in Dialpad.
Clear the search criterion in the search Tab, then Enter or Space Bar field.
Select a contact from the Address Book Tab and Enter to make a call.
Navigate through the keypad number Tab, then Enter or Space Bar buttons on the Dialpad to make a call.
Close the Outdial Call dialog box. Esc
Auxiliary Information Maximize and restore widgets. Tab, then Enter or Space Bar
Navigate across tabs in the Auxiliary Right and Left arrows Information pane.
Select a tab. Enter or Space Bar
Navigate through elements within the tab. Tab or Up and Down arrows
Access the View email message link in Tab and Enter the Contact History tab.
Navigate through the Edit Layout Tab, then Enter or Space Bar options.
Rest Desktop Layout Reset the entire desktop layout. Tab and Enter
Navigate through and select elements in Tab, then Enter or Space Bar the Reset Layout Confirmation dialog box.
Cisco Webex Contact Center Agent Desktop User Guide 28 Introduction Screen Reader Support
Agent Desktop Element To Perform the Following Actions Use the Following Keys
Wrap Up Expand and collapse the Wrap Up Tab, then Enter or Space Bar Reasons dialog box.
Navigate through elements in the Wrap Tab Up Reasons dialog box.
Cancel auto wrap up. Tab, then Enter or Space Bar
Select a radio button option. Up and Down arrows
Submit Wrap Up. Tab, then Enter or Space Bar
Help Navigate through elements in the Help Tab Center dialog box.
Select an option. Enter
Access a specific help topic in a new tab. Shift+Tab and Enter
Close the Help Center dialog box. Esc
Sign Out Sign out from the Agent Desktop. Tab Enter or Space Bar
Webex Navigate through elements within Webex. Tab, then Up and Down arrows
Select an option. Enter or Space Bar
Screen Reader Support Agent Desktop also supports the JAWS screen reading software for the elements listed below. For more information on the supported JAWS version, see the Voluntary Product Accessibility Templates (VPAT) report for Cisco Webex Contact Center.
Pane or Page or Element Notes Widget
Agent Desktop Icons and user The screen reader reads the icon name, heading, field name, interface combo box, drop-down list, toggle button, text box, search option, error message, number of listed items, help text, expand or collapse, and keyboard shortcut to proceed. Note The JAWS screen reader does not read the autocomplete drop-down list displayed based on the search criterion.
Sign In Field names The screen reader reads the email address and the next action item to proceed.
Cisco Webex Contact Center Agent Desktop User Guide 29 Introduction Access Keyboard Shortcuts
Pane or Page or Element Notes Widget
Station Login Error in Station Login The screen reader reads the error message which results from dialog box. unsuccessful submission of the Station Login details. Example, when the dial number is invalid.
Notification Center Messages count The screen reader reads the unread messages count and the options in the dialog box.
Agent State List The screen reader reads the agent state drop-down list.
User Profile Options The screen reader reads the profile options.
Channel capacity The screen reader reads the descriptive help text of the routing type associated to the profile.
Notification Settings Help text The screen reader reads the descriptive help text of the notification settings options: Enable Notifications, Enable Silent Notifications, and Enable Sound Notifications.
Keyboard Shortcuts Column header and The screen reader reads the column header title and the row rows values.
Download Error Status The screen reader reads the error report download status. Report Agent Performance Title The screen reader reads the widget title. Statistics Table The screen reader reads each table header and each cell in the table.
Task List and Contact request The screen reader reads the contact request name, phone Popover number or the email address, and the channel type. Example, Email from [email protected].
Agent Interaction Contact history The screen reader reads the contact request name, phone History number or the email address, the channel type, and other details.
Widget Title and content The screen reader reads the title of a widget and its contents.
Outdial Call Address Book The screen reader reads the contents of the address book.
Dialpad The screen reader reads the number on the dial pad.
Help Dialog box The screen reader reads the options in the Help Center dialog box, the table of contents, and the hyperlink text.
Access Keyboard Shortcuts Use the keyboard shortcuts for easy access to the desktop features. The keyboard shortcuts define an alternative way to perform a specific action on the desktop. To execute a keyboard shortcut, ensure that focus is inside the desktop screen.
Cisco Webex Contact Center Agent Desktop User Guide 30 Introduction Agent Keyboard Shortcuts
To access the keyboard shortcut list:
Before you begin You must be signed in to the Agent Desktop. For more information, see Sign In to the Agent Desktop.
Procedure
Step 1 Click User Profile at the right top corner of your desktop. Step 2 In the Help section, click Keyboard Shortcuts. The Keyboard Shortcuts List dialog box lists the following: • Predefined keyboard shortcuts • Conflicting keyboard shortcuts
Note • You can access Keyboard Shortcuts List using the keyboard shortcut Ctrl + Alt + F. • Keyboard shortcuts do not respond if there are same keys that are assigned to perform more than one action. You must contact your administrator to resolve conflicting keyboard shortcuts. • Use the search field to filter the list.
Step 3 (Optional) To drag or resize Keyboard Shortcuts List dialog box, perform the following:
• To drag the dialog box, hover the mouse pointer over the dialog box. The mouse pointer changes to . Click and drag the dialog box to the required position. • To resize the dialog box, hover the mouse pointer over the border of the dialog box. The pointer changes
to or (sizing handle) based on the placement of the pointer. Click and drag the sizing handle to resize the dialog box. • You cannot resize the dialog box beyond the minimum width and height of 480 x 320 pixels. This ensures that the content in the dialog box remains readable always.
• To maximize the dialog box, click .
Agent Keyboard Shortcuts The following table lists the agent-specific keyboard shortcuts:
Note If you are using the Mac keyboard, then press Option instead of Alt. For example, to go to Available state, press Control-Option-R.
Cisco Webex Contact Center Agent Desktop User Guide 31 Introduction Agent Keyboard Shortcuts
Table 2: Agent Desktop Keyboard Shortcuts List (Windows)
Group Action Keyboard Shortcuts Agent State Go to Available State Ctrl+Alt+R
Go to Idle State Ctrl+Alt+N
Application Accept Chat/Email/Social Ctrl+Alt+A
Switch between Popovers Ctrl+Alt+P
Expand/Collapse the Popover Ctrl+Shift+9
Accept All (visible) Popovers Ctrl+Shift+4
Email Handling Send Email Ctrl+Alt+S
Reply Ctrl+Shift+6
Reply All Ctrl+Shift+5
Embedded Desktop Open Navigation Tab Ctrl+Alt+T View Refresh Ctrl+Alt+B
Interaction Control Hold/Resume Call Ctrl+Alt+V
Pause/Resume Recording Ctrl+Shift+Z
Conference Request for Call/Chat Ctrl+Alt+H
Consult Request for Call Ctrl+Alt+C
End for All Channels Ctrl+Alt+E
Transfer Request for All Channels Ctrl+Alt+X
Save Edited CAD Variable Values Ctrl+Alt+M
Revert Edited CAD Variable Values Ctrl+Alt+Z
Expand/Collapse Ctrl+Alt+Y
Wrap Up Reason Ctrl+Alt+W
Navigation Open Home Page Ctrl+Alt+1
Open Agent Performance Statistics Page Ctrl+Alt+2
Notification Open Notification Center Ctrl+Alt+I
Enable Silent Notifications Ctrl+Alt+D
Outdial Open Outdial Call Ctrl+Alt+O
Cisco Webex Contact Center Agent Desktop User Guide 32 Introduction Agent Keyboard Shortcuts
Group Action Keyboard Shortcuts Task List Switch between Active Tasks Ctrl+Shift+8
Expand/Collapse the Task Panel Ctrl+Shift+7
User Profile Open User Profile Ctrl+Alt+U
Sign Out Ctrl+Alt+L
Open Keyboard Shortcuts List Ctrl+Alt+F
Download Error Report Ctrl+Shift+2
Webex Application Open Webex Application Ctrl+Shift+3
Minimize/Restore Webex Application Ctrl+Shift+1
Note • The order of the shortcut key number in your Navigation bar is based on the order in which the related widget or custom page is configured in the Desktop Layout. For example, if the Customer Experience Analytics icon is the third item in your navigation bar, Ctrl+Alt+3 opens the Customer Experience Analytics page. • The letters that are used in the keyboard shortcuts are not case-sensitive.
Cisco Webex Contact Center Agent Desktop User Guide 33 Introduction Agent Keyboard Shortcuts
Cisco Webex Contact Center Agent Desktop User Guide 34 CHAPTER 2 Working with Agent Desktop
• Sign In to the Agent Desktop, on page 35 • Install the Agent Desktop Application, on page 38 • Change the Availability State, on page 39 • Apply Wrap Up Reason, on page 39 • Resolve Desktop Issues, on page 40 • Screen Pop, on page 41 • User Profile, on page 42 • Webex App (Webex), on page 47 • Sign Out from the Agent Desktop, on page 51 Sign In to the Agent Desktop To sign in to the Agent Desktop:
Before you begin Ensure that your phone is ready to receive calls.
Procedure
Step 1 In the address bar of your browser, enter the URL provided by your administrator. Step 2 Enter your username and click Next. Note To change the selected email address, press Alt + Left arrow (Windows) or Command + Left arrow (Mac) keyboard shortcuts.
Step 3 Enter your password and click Sign In. The Station Login dialog box appears. Note To retrieve a forgotten password, click Forgot Password, and enter the six-digit confirmation code sent to your email address.
Cisco Webex Contact Center Agent Desktop User Guide 35 Working with Agent Desktop Sign In to the Agent Desktop
Attention If the default Dial Number (DN) is configured by your administrator, the default DN is prepopulated in the Dial Number (US Format) and Extension fields. If your administrator restricts the DN to the default DN, you cannot edit the prepopulated DN when signing in to the Agent Desktop. The Dial Number (US Format) and Extension fields will be read-only. In this scenario, skip step 4 and step 5.
Step 4 Enter a Dial Number to be used for inbound and outdial calls. Choose the dial number format. • Select the US Format radio button if your phone number is in the following format: + [Country Code][Area Code][Seven-digit Phone Number] For example, +12015532447 If you do not add +1 as the dialing prefix, the Agent Desktop prefixes the number with +1 in the Dial Number field. • Select the Other radio button if your phone number is in a format other than the U.S. format. Note • The format of your phone number depends on your location. For details of the format settings, consult your administrator. • If you copy a number with any special characters such as !, @, #, $, %, ^, &, *, ), (, =, ., <, >, {, }, [, ], :, ;, ', ", |, ~ , `, _, or - to the Dial Number text box, the special characters are removed before you submit the Station Login details. The only supported special character is +.
Step 5 (Optional) If you are using a Webex Calling device, select the Extension tab and enter the Webex Calling extension that is configured by your administrator (For example, 10078). The extension supports a maximum of 18 digits. Note The Station Login dialog box supports the browser autocomplete feature. Autocomplete saves your time by automatically filling in previously entered dial number(s) and extension number(s). The number of suggestions provided in autocomplete is specific to the browser. To remove the saved entries, you must clear the browser cache. The autocomplete feature is not supported in private browsing mode.
Step 6 Select your team from the Team drop-down list or use the search field to filter the list. Step 7 Click Submit. Attention You are not allowed to access the Agent Desktop from multiple browsers or multiple tabs of the same browser window. If you have signed in to multiple instances of the Agent Desktop, and if you switch between browsers or tabs to access the Agent Desktop, a prompt message is displayed. When you click Continue in the prompt message, you will be signed in to the Agent Desktop in that browser window. If you click Continue while you are on a call, the Interaction Control pane takes 4 to 5 seconds to load.
Cisco Webex Contact Center Agent Desktop User Guide 36 Working with Agent Desktop Responsiveness
Note You may not be able to sign in to the Agent Desktop: • If the Dial Number is invalid, not registered, or already used by another user. • If the tenant, profile, skill, or agent permissions and settings are not configured. • If there are issues with the network or API (Application Programming Interface).
Contact your administrator to resolve any sign-in related issues.
Responsiveness Agent Desktop supports a responsive view that enables easy reading and navigation across small (< 640 pixels), medium (641 to 1007 pixels), and large (> 1008 pixels) screen resolutions. The recommended display size for using the Agent Desktop is 500 x 400 pixels (width x height) or higher. Based on the progressive screen sizes, orientation, and viewing areas of the device being used, the Agent Desktop interface adjusts automatically. Agent Desktop is responsive in supported browser versions, irrespective of the device used to access the Agent Desktop. For example, Agent Desktop works similarly on a mobile phone, tablet, laptop, or iPad if you access Agent Desktop using Google Chrome (V76.0.3809 or later). For more information on supported browser versions, see Agent Desktop Requirements, on page 2. The Agent Desktop demonstrates responsive behavior as follows:
• Horizontal Header—If there are more custom widgets or icons on the horizontal header, the More ( ) icon appears. • When you click the icon, the drop-down list displays the custom widgets and icons. • When you resize the screen, the custom widgets and icons are displayed on the horizontal header as expected, without the icon.
• Navigation Bar—The left navigation bar will be collapsed into the horizontal header in small viewing areas. When you click the Menu ( ) icon, the sliding bar appears along with the icons.
Note The title and logo are not displayed when the viewing area is less than 736 pixels wide. Increase the width to 737 pixels or more to view the logo and the title.
• Task List, Agent Interaction History, and Auxiliary Information panes—The panes will be overlayed on the Workspace. By default, the panes will be in the collapsed state in small viewing areas.
When you click the (expand) icon of each pane, the sliding pane displays the details. When you expand one pane, other expanded panes are collapsed, so that the workspace is not hidden. In the Auxiliary Information pane, the More option appears if there are additional tabs to be displayed in the view.
The Agent Desktop can be installed as an application. The responsive behavior here is the same as in the browser-based Agent Desktop.
Cisco Webex Contact Center Agent Desktop User Guide 37 Working with Agent Desktop Install the Agent Desktop Application
Note • Your administrator defines whether a custom widget is responsive or not. • Non-responsive widgets cannot ensure the best user experience and are not displayed when the viewing area is less than 736 pixels wide. Increase the width to 737 pixels or more to view any widgets configured as non-responsive.
Install the Agent Desktop Application You can install the Agent Desktop as an application if the Agent Desktop is accessed using a modern web browser that supports Progressive Web Application (PWA). PWAs are web applications that take advantage of the latest technologies to combine the best of web and mobile applications. Think of them as websites built using web technologies, but act and feel like applications. The Operating Systems and browsers that support the Agent Desktop as an application are: • Operating Systems—Windows 10, macOS, and Chrome OS • Web Browsers—Google Chrome and Edge Chromium (MS Edge)
To install the Agent Desktop as an application:
Before you begin • You must be signed in to the Agent Desktop. For more information, see Sign In to the Agent Desktop. • You must use a modern web browser that supports PWA, such as Google Chrome and Edge Chromium (MS Edge).
Procedure
Step 1 Click the Install Application link displayed in the notification message, or the Install Webex CC Desktop icon displayed on the address bar. Step 2 Click Install. When installed, the Agent Desktop opens in an individual application window and can be used as a separate desktop application. You can add the application to your Home screen or pin it to your taskbar for easy access.
Cisco Webex Contact Center Agent Desktop User Guide 38 Working with Agent Desktop Change the Availability State
Note • When you sign in to the Agent Desktop or clear the cache, you are notified with an option to install the Agent Desktop as a desktop application. • You cannot install the Agent Desktop as a desktop application using the Firefox web browser. • When you access the Agent Desktop either from the web browser or as an application, the user experience (UX) remains unchanged, except that the address bar is not part of the desktop application. • To uninstall the Agent Desktop application: • Click the ellipsis icon on the application title bar. • Click Uninstall Webex CC Desktop > Remove.
Change the Availability State When you sign in to the Agent Desktop, your state is set to the default idle state (reason) configured by your administrator. To accept any call, chat, email, or social messaging conversation requests, you must set your state to Available. To change your default state:
Before you begin You must be signed in to the Agent Desktop. For more information, see Sign In to the Agent Desktop.
Procedure
Step 1 Click the Availability State drop-down list that is displayed on the horizontal header. Step 2 Select the required availability state from the drop-down list or use the search field to filter the list. The drop-down list displays the Available state, and the idle states configured by your administrator.
Apply Wrap Up Reason Wrap up reason indicates why a customer called the contact center, and records your experience assisting the customer to resolve the queries. Your enterprise uses this information to measure the effectiveness and success of the contact center. Wrap up reason is applied after you end your interactions with the customers. You must select a wrap up reason in the following scenarios: • When you end an active voice call with a customer. • When you end an active chat or social messaging conversation with a customer.
Cisco Webex Contact Center Agent Desktop User Guide 39 Working with Agent Desktop Resolve Desktop Issues
• When you transfer an active voice call, chat, email, or social messaging conversation request. • When you send an email reply to a customer. • When the customer ends an active voice call, or chat request.
Before you begin To apply a wrap-up reason, you must have an active interaction with a customer.
Procedure
Step 1 Click End or Transfer or Send based on your scenario. The Wrap Up Reasons dialog box appears. The timer, and the wrap up reasons that appear in the Wrap Up Reasons dialog box are configured by your administrator.
Step 2 (Optional) Click Cancel Auto Wrap Up to prevent the desktop from wrapping up automatically. Step 3 You can either select the required reason from the drop-down list or use the search field to filter the list. You can select only one wrap up reason at a time. Note • The count up timer appears next to the Wrap Up state indicating the time that has elapsed since you ended the interaction. • The count down timer appears on the Wrap Up Reasons dialog box indicating the time that is left before the interaction is auto wrapped up. If you do not select a wrap up reason before the timer reaches zero, the default wrap up reason is submitted during auto wrap up.
Step 4 Click Submit Wrap Up.
Resolve Desktop Issues When there is an API request failure or event failure to load data on the desktop, you are notified with an error message. You can copy the tracking ID of the error and share the details with your administrator to debug the issue.
Note If you experience problems with the desktop, you can send the desktop logs to your administrator for investigating the issue. For more information, see Download Error Report, on page 46.
Procedure
Step 1 Click the Error Details link in the error dialog box. Step 2 Click Copy Tracking ID.
Cisco Webex Contact Center Agent Desktop User Guide 40 Working with Agent Desktop Screen Pop
Share the copied tracking ID with your administrator to debug the issue.
Screen Pop A screen pop is a window or tab that appears on the Agent Desktop. Screen pops are triggered based on the events configured by your administrator. Screen pop provides more information about the request that was accepted. For example, consider that your administrator creates a workflow to trigger a screen pop when you accept an incoming call, with display option as a tab in theAuxiliary Information pane. When you accept an incoming call, the screen pop is displayed under the Screen Pop tab in the Auxiliary Information pane of the Agent Desktop. When you accept a request, the screen pop notification is displayed on the Agent Desktop, indicating that the request is associated with a screen pop. Based on the display options, you can view the screen pop on the Agent Desktop. Your administrator configures the screen pop to be displayed in either of the following ways: • In the existing browser tab, to replace the previous screen pop. • As a new browser tab without affecting the existing screen pop. • As a sub tab within the Screen Pop tab in the Auxiliary Information pane. • As a screen pop custom page, which can be accessed by clicking the Screen Pop icon on the Navigation bar. • As one of the widgets on the custom page, which is accessed by clicking the custom icon on the Navigation bar.
Note If you closed a screen pop accidentally, you can access it again by clicking the screen pop link in the Notification Center. For more information, see Access Screen Pop, on page 42.
Screen pop displays the customer details based on your currently selected interaction. For example, • When you accept an interaction from the customer Jane Doe, the Screen Pop tab in the Auxiliary Information pane or the custom page displays the screen pop associated with Jane Doe. • When you move from one customer Jane Doe to another customer Will Smith, the Screen Pop tab in the Auxiliary Information pane or the custom page displays the screen pop associated with Will Smith.
Your administrator can configure more than one screen pop to be displayed for a request. The screen pops are displayed as sub tabs under the tab named Screen Pop. To maximize a screen pop displayed in the sub
tab, click . When you submit a wrap up reason for a request, the associated screen pop in the Auxiliary Information pane or in a custom page is closed.
Cisco Webex Contact Center Agent Desktop User Guide 41 Working with Agent Desktop Access Screen Pop
Note • If a screen pop is configured in a custom page, the Screen Pop icon is always displayed on the Navigation bar, irrespective of whether you have accepted or ended a request. • If screen pop is configured in a custom page in the desktop layout but the workflow is not defined in the Flow Designer, the custom page appears blank.
Access Screen Pop To access a Screen Pop which you closed accidentally:
Procedure
Step 1 Click the (Notification Center) icon on the horizontal header. The drop-down list displays the Screen Pop Delivered message, the time elapsed, and the Automatic Number Identification (ANI) of the voice call.
Step 2 Click the Screen Pop hyperlink. The display text for the Screen Pop hyperlink is defined by your administrator. Based on the routing configuration that your administrator has set in Flow Designer, you can see either the customized display text or the Reopen Screen Pop hyperlink. The Screen Pop is displayed in either of the following ways: • In the existing browser tab, replacing the previous Screen Pop • As a new browser tab without affecting the existing Screen Pop • As a new tab in the Auxiliary Information pane • As a custom page • As one of the widgets in the custom page
User Profile The User Profile icon is displayed at the top-right corner of your desktop. When you click the User Profile icon, the following information is displayed: • The profile picture, username, team, and phone number which you used to sign in. You can change your team when you have no active contact requests or conversations. For more information, see Change Your Team, on page 43.
Cisco Webex Contact Center Agent Desktop User Guide 42 Working with Agent Desktop Change Your Team
Note • If your profile picture is not configured, the initials are displayed based on the first name and last name. You can configure your profile picture while activating your account or later on your Cisco Webex profile page. For more information see, Add Your Profile Picture. • Phone Number displays either the Dial Number or Extension value as entered in the Station Login dialog box.
• Channel Capacity—The number of contacts that you can handle on each media channel at a given time. For more information, see View Channel Capacity, on page 44. • User Settings—The following options appear in the User Settings section: • Notification Settings—Settings to display the desktop notifications and alerts. For more information, see Enable or Disable Notification Settings, on page 45. • Reset Entire Desktop Layout—The option to restore the default desktop layout view configured by your administrator. For more information, see Reset Desktop Layout, on page 97.
• Switch to Dark Mode—The toggle button to enable or disable the dark background theme of the desktop. The dark mode selection is retained until you clear the browser cache. • Help—The following options appear in the Help section: • Keyboard Shortcuts—The option to access the keyboard shortcut list. For more information, see Access Keyboard Shortcuts, on page 30. • Download Error Report—The option to download error reports. For more information, see Download Error Report, on page 46.
• Sign Out—The option to sign out from the desktop. For more information, see Sign Out from the Agent Desktop, on page 51.
Change Your Team You can change your team when you have no active contact request or conversation.
Before you begin • You must be signed in to the Agent Desktop. For more information, see Sign In to the Agent Desktop. • You must be associated with more than one team.
Procedure
Step 1 Click User Profile at the top-right corner of your desktop. Note You cannot change your team if you have an active contact request or conversation. The Team option is disabled.
Cisco Webex Contact Center Agent Desktop User Guide 43 Working with Agent Desktop View Channel Capacity
Step 2 Click Team. The team names are listed in the alphabetical order. By default, your current team is selected.
Step 3 Select a team from the displayed list. Note Use the search field to find the list.
Step 4 Click Save Team Selection. Note The Save Team Selection is disabled when you are not associated with more than one team.
A prompt message appears to confirm the team change.
Step 5 Click Change Team. A successful team change message is displayed. The desktop layout and the routing strategy (voice or digital channel) of the new team are applied. Note • You cannot change your team when you have an incoming request. • The desktop layout changes may load a few seconds later which is subject to network availability and other operational considerations. If the agent has accessed any page from the previous desktop layout that is not part of the new desktop layout, the page not found error message is displayed. Navigate to the Home page by clicking the Go Home link on the error page. • An error message is displayed if the team change was not successful. To debug the issue, share the tracking ID and details of the error with your administrator. For more information, see Resolve Desktop Issues, on page 40. • If the system fails to sign in to the new team, you will be redirected to the Station Login dialog box. In the Station Login dialog box, select your team from the Team drop-down list. For more information, see Sign In to the Agent Desktop, on page 35.
View Channel Capacity Your administrator configures the number of contacts that you can handle on each media channel at a given time based on your multimedia profile, including the queue in the specific channel. • To view the channel capacity, click User Profile on the top-right corner of your desktop. The Channel Capacity section displays the routing type and the number of contacts that you can handle on each media channel.
The media channels include Chat, Email, Voice, and Social. For example, if the number is stated as 1 against the media channel badge Voice and 3 against Chat, then you are allowed to receive only one incoming voice call and three chat requests.
Note The media channel badges are highlighted only if the capacity is allocated. For example, consider that the number of contacts that you can handle for Voice is configured as 1 and for Chat as 0, then the media channel badge for Voice is highlighted, and for Chat is grayed out.
Cisco Webex Contact Center Agent Desktop User Guide 44 Working with Agent Desktop Enable or Disable Notification Settings
The following are the media details:
Routing Type Details
Blended Allows you to handle multiple contacts simultaneously across all channels. For example, Chat–2, Email–4, Voice–1, and Social–2.
Blended Real-time Allows you to handle one mandatory real-time channel, either voice or chat, along with other configured channels. For example, Email–4, and Voice–1.
Exclusive Allows you to handle only one contact at a given time. For example, Voice–1.
Enable or Disable Notification Settings Notifications keep you in the loop by letting you know that something new has happened which may require your attention. The desktop notifications include alerts, new messages, state changes and so on. For more information, see Desktop Notification, on page 20. To enable desktop notifications:
Before you begin You must be signed in to the Agent Desktop. For more information, see Sign In to the Agent Desktop.
Procedure
Step 1 Click User Profile at the right top corner of your desktop. Step 2 In the User Settings section, click Notification Settings. Step 3 Click the Enable Notifications toggle button to enable or disable the display of notifications on your desktop.
Note • When you have enabled the notifications, the (Notification Center) icon is displayed on the horizontal header. • By default, the Enable Notifications toggle button is enabled.
Step 4 Click the Enable Silent Notifications toggle button to enable or disable the display of visual desktop alerts. When you enable silent notifications, the desktop alerts are delivered to the Notification Center. For more information, see Access Notification Center, on page 46. Note By default, the Enable Silent Notifications toggle button is disabled.
Step 5 Click the Enable Sound Notifications toggle button to enable or disable the desktop notifications to play sound. You can use the slider to adjust the volume. a) Click to mute the sound, and to unmute the sound, click . b) Click to listen to the default sound.
Cisco Webex Contact Center Agent Desktop User Guide 45 Working with Agent Desktop Access Notification Center
Note By default, the Enable Sound Notifications toggle button is enabled, and the volume is set to 80 percent.
Your changes to the Notification Settings are retained until you clear the browser cache. When you sign out and sign in again, the default values are assigned to the Notification Settings.
Access Notification Center The Notification Center displays desktop alerts and notifications. To access the Notification Center:
Before you begin Ensure that you select the Enable Notifications option under the Notification Settings section to access the Notification Center. For more information, see Enable or Disable Notification Settings, on page 45.
Procedure
Step 1 Click the (Notification Center) icon on the horizontal header. The list of all unread notifications is displayed, along with the time elapsed after each notification. Step 2 (Optional) Click Mark All as Read to mark all of your messages as read and clear the unread notifications. Note • The icon displays a badge indicating the number of unread notifications (for example, ). • The desktop notification can be stacked, and can be automatically dismissed or closed by you. Click Ignore Notifications to dismiss the notifications. • The desktop notifications are cleared when you sign out of the desktop.
Download Error Report If you experience problems with the desktop, you can send the desktop logs to your administrator for investigating the issue.
Before you begin You must be signed in to the Agent Desktop. For more information, see Sign In to the Agent Desktop. .
Procedure
Step 1 Click User Profile on the top-right corner of your screen. Step 2 In the Help section, click Download Error Report.
Cisco Webex Contact Center Agent Desktop User Guide 46 Working with Agent Desktop Webex App (Webex)
After the desktop downloads the error report successfully, you can share the report with your administrator to investigate the issue. Note • You can download the error report even when the desktop is recovering from the connection failure. • If your browser freezes or crashes before you can click the Download Error Report option and you must restart your browser, do not click the Download Error Report option right away. When you restart the browser, the logs are no longer available. Wait until the desktop starts to exhibit the problem again and then select the option.
Webex App (Webex) The Webex App (Webex) offered by Cisco is an enterprise solution for video conferencing, online meetings, screen sharing, and webinars. For more information, see https://www.webex.com/all-new-webex.html. Webex along with its messaging, calling, and meeting functionalities, is configured within the Agent Desktop. This allows you to collaborate with other agents, supervisors, and subject matter experts (SMEs) of your organization without navigating away from the Agent Desktop. However, call control is not available. To receive and make calls, you still require the external, non-embedded Webex App. For more information, see Calling Apps. Your administrator configures the Webex feature by updating the desktop layout. The supervisors and SMEs must download the Webex Client on their system (personal device) or access Webex by using Webex for Web (https://web.webex.com/). The Webex Client refers to Webex downloaded on your system (personal device). For more information, see Download the App.
Note If you have set your availability to Do Not Disturb (DND) on the Webex Client, the browser notifications for incoming voice calls are not displayed on the Agent Desktop. For more information on accessing the Webex Client as an endpoint device, see Agent Devices, on page 4.
Notifications Notifications alert you on new Webex events that require your attention. Notifications appear irrespective of whether you are using Webex or not. For more information, see Notifications, on page 19.
Cisco Webex Contact Center Agent Desktop User Guide 47 Working with Agent Desktop Webex App (Webex)
Note • Webex within the Agent Desktop supports only Do Not Disturb (DND) and not any preferences specified in notifications (Settings > Notifications). • Even when you set your availability to DND, you may receive notification on the Agent Desktop in the following scenario: Consider you signed in to the Agent Desktop, set your availability to DND, and did not minimize or close Webex within the Agent Desktop. Meantime, you accessed Webex in other instances (Webex Client or Webex for Web). You may receive a notification. However, when you click the notification or access Webex within the Agent Desktop, then further notifications will not be displayed on the Agent Desktop.
Toaster Notification—Browser If Webex or the Agent Desktop is inactive, the browser toaster notifications are displayed. For more information, see Toaster Notification—Browser, on page 19. You must allow browser toaster notifications for the Webex for Web (https://web.webex.com/) by selecting the option when prompted, or by enabling the permissions on your browser settings. For more information, see the site permission section of your browser settings.
Note If you are using Webex within the Agent Desktop and the Webex Client, you will receive two notifications. That is, on the Agent Desktop and the Webex Client. It is highly recommended to sign out from the Webex Client for the best user experience within the Agent Desktop.
Desktop Notification If you have minimized or closed Webex, the desktop notifications are displayed on the Agent Desktop. For more information, see Desktop Notification, on page 20.
The Webex icon displays a badge (for example, ) indicating the number of unread conversations. Webex notifications are not included in the Notification Center.
Note If you have set your availability to DND, the notifications are not displayed on the Agent Desktop for voice calls and conversations. However, the Webex icon displays a badge indicating the number of unread conversations and missed calls.
Limitations When you change the width of the Agent Desktop and Webex, the elements such as icons and search text box are overlapped in Webex. The default size of Webex displayed on the Agent Desktop is 900 x 600 pixels (width x height). The preferred width to view the elements in Webex: • When the Navigation menu and the People and Spaces List pane in Webex are expanded: Preferred width of Webex is 800 pixels or more.
Cisco Webex Contact Center Agent Desktop User Guide 48 Working with Agent Desktop Access Webex App (Webex)
• When the Navigation menu and the People and Spaces List pane in Webex are collapsed: Preferred width of Webex is 660 pixels or more.
Access Webex App (Webex) To access Webex within the Agent Desktop:
Before you begin You must be signed in to the Agent Desktop. For more information, see Sign In to the Agent Desktop, on page 35.
Procedure
Step 1 Click the (Webex) icon displayed on the horizontal header. Alternatively, you can access Webex by using the keyboard shortcut Ctrl+Shift+3. Webex window appears at the bottom-right corner of the Agent Desktop. The default size of Webex window displayed is 900 x 600 pixels (width x height). For more information, see Limitations, on page 48. By default, the Welcome Space page is displayed along with a welcome message. Note • Webex does not require you to enter your sign-in credentials again because Single Sign-On (SSO) is supported. • When you close the web browser without signing out from the Agent Desktop and access the Agent Desktop again in the same browser, the Webex window appears without clicking the icon. • If you have not activated your Webex account or have trouble signing in to Webex, contact your administrator. For more information, see Sign-In Issues with Webex.
Webex supports a responsive view that enables easy reading and navigation across screen resolutions. For more information, see Responsiveness, on page 37. For more information on Webex user interface, see Your User Interface.
Step 2 You can perform the following tasks in Webex: • Send a message to another agent directly or to a group space, organize your messages, and share content. For more information, see Message. • Call another agent and set up calling preferences. For more information, see Call.
Cisco Webex Contact Center Agent Desktop User Guide 49 Working with Agent Desktop Access Webex App (Webex)
Note • You receive an audio alert for an incoming call. • You can receive an incoming call from a customer on the Agent Desktop and from a colleague on Webex at the same time. It is a good practice to accept the incoming call from the customer first. • When you accept an incoming call on Webex, the timer appears against the name. When minimized, Webex is displayed as a floating bar and the timer is displayed on it. • When you are handling an inbound or outdial call with a customer, you can still receive an incoming call from a colleague on Webex. It is a good practice to end your voice call with the customer first and then attend the call on Webex. • When you are busy with customer interactions or need some time to work without being interrupted by messages or calls, you can set your availability to Do Not Disturb (DND) on Webex. For more information, see Let People Know You're Busy.
• Schedule meetings, set up your meeting preferences, and record meetings. For more information, see Meet. Note • When you accept a meeting request on Webex, the timer appears against the room. When minimized, Webex is displayed as a floating bar and the timer is displayed on it. • Your administrator defines the meeting privileges for your Webex Enterprise Edition.
• Update your profile, status, notifications, and background. For more information, see Personalize Webex. Note • The profile picture displayed on the Agent Desktop and Webex user profile are the same. • By default, Webex displays the background theme of the Agent Desktop. However, you can change the background theme of Webex either to Default or to Light (Settings > Appearance). • Webex background theme takes precedence over the Agent Desktop background theme. • If you reload or sign out of the Agent Desktop and sign in again, Webex displays the Agent Desktop background theme.
For more information on Webex functionalities and usage, see Welcome to Webex.
Step 3 (Optional) To drag or resize Webex, perform the following:
• To drag Webex, hover the mouse pointer over the header of Webex. The mouse pointer changes to . Click and drag Webex to the required position.
• To resize Webex, hover the mouse pointer over the border of Webex. The pointer changes to or (sizing handle) based on the placement of the pointer. Click and drag the sizing handle to resize Webex. • You cannot resize Webex beyond the minimum width and height of 480 x 320 pixels. This ensures that the content in Webex remains readable.
Cisco Webex Contact Center Agent Desktop User Guide 50 Working with Agent Desktop Sign Out from the Agent Desktop
• To maximize Webex, click . When Webex is maximized, Agent Desktop notifications are displayed at the top-right corner of Webex.
• To minimize Webex, click . Alternatively, use the keyboard shortcut Ctrl+Shift+1. When minimized, Webex is displayed as a floating bar, and it can be dragged to the desired position on the Agent Desktop. • To restore the minimized Webex, click the Webex floating bar. Alternatively, use the keyboard shortcut Ctrl+Shift+1 or click .
• To close Webex, click .
• To open the closed Webex, click . Alternatively, use the keyboard shortcut Ctrl+Shift+3.
• The floating bar, size and position of Webex are persistent even when you switch between pages, or reload, or sign out of the Agent Desktop, and are retained until you clear the browser cache.
Note You cannot sign out of Webex from the Agent Desktop. When you sign out of the Agent Desktop, you are also signed out of Webex. For more information, see Sign Out from the Agent Desktop, on page 51.
Resolve Webex Issues To resolve any issues on Webex, you can perform the following: • Share the tracking ID of the error. For more information, see Resolve Desktop Issues, on page 40. • Share the Agent Desktop logs. For more information, see Download Error Report, on page 46. • Send logs from Webex (Profile and preferences > Help > Send Logs). For more information, see Support for Webex. • Clear the browser cache and try signing in to the Agent Desktop again.
Sign Out from the Agent Desktop
Important Do not close your browser to sign out from the Agent Desktop. You cannot sign out from the Agent Desktop if you have an active conversation. Wrap up all your active conversations before you sign out. For more information, see Apply Wrap Up Reason, on page 39.
To sign out from the Agent Desktop:
Before you begin Complete your active conversation with the customer.
Cisco Webex Contact Center Agent Desktop User Guide 51 Working with Agent Desktop Sign Out from the Agent Desktop
Procedure
Step 1 Ensure that your state is set to Idle. Click User Profile at the top-right corner of your desktop. Step 2 Click Sign Out. Note • If you are in the Available or Idle state without any ongoing conversations, your supervisor can sign you out of the Agent Desktop. You must sign in again to access the Agent Desktop. For more information, see Sign In to the Agent Desktop, on page 35. • You are prompted with the confirmation message before you sign out.
Cisco Webex Contact Center Agent Desktop User Guide 52 CHAPTER 3 Manage Voice Calls
You can use the desktop to receive, respond and make customer calls depending on the permissions assigned to you by your administrator. • Answer a Call, on page 53 • Call-Associated Data Variables, on page 54 • Hold and Resume a Call, on page 55 • Record a Voice Call, on page 56 • Transfer a Call, on page 56 • Initiate a Consult Call, on page 58 • Make an Outdial Call, on page 62 • Make an Outbound Preview Campaign Call, on page 63 • End a Call, on page 64 Answer a Call You can receive a customer call if your administrator provides you the necessary permissions. When you receive a call from a customer (inbound call), the request displays the (Call) icon, the phone number of the customer, DNIS (Dialed Number Identification Service), path ID, the queue that routed the call to you, IVR path ID, and a timer indicating the time elapsed since you received the call. You can see the status of the incoming call as Ringing. If you do not answer the call within the maximum available time, the call is returned to the queue and the system changes your state to RONA. A popover appears with options to change your state to either Available or Idle. For more information on RONA popover, see Agent Availability States, on page 22.
Note When you are in the RONA state, you cannot receive any calls. To receive requests of any media channels including new voice calls, you must change your state from RONA to Available manually.
To answer a call:
Before you begin You must be in the Available state to accept customer calls.
Cisco Webex Contact Center Agent Desktop User Guide 53 Manage Voice Calls Courtesy Callback
Procedure
Step 1 When you receive a call request on your desktop, use your physical phone to answer it. The timer starts, and the Interaction Control pane is displayed. Step 2 You can perform the following tasks in the Interaction Control pane while you are handling a call: • Update the call-associated variables. For more information, see Call-Associated Data Variables, on page 54. • Hold and resume the active call. For more information, see Hold and Resume a Call, on page 55. • Record and pause the voice call recording. For more information, see Record a Voice Call, on page 56. • Transfer a call to a queue, an agent, or a dial number. For more information, see Transfer a Call, on page 56. • Initiate a consult call to a queue, an agent, or a dial number. For more information, see Initiate a Consult Call, on page 58. • Initiate a three-way communication between you, the customer and another agent. For more information, see Start a Conference Call, on page 60.
Step 3 Click End. For more information, see End a Call, on page 64.
Courtesy Callback Courtesy Callback helps reduce the duration for which a customer (caller) has to wait on hold or in a queue. The system offers an option for the customer to receive a courtesy callback instead of waiting on the phone for an agent. The customer will be called when an agent is available.
Courtesy callback requests are routed to you as inbound call requests. The request displays the (courtesy callback) icon, the (Call) icon, the phone number of the customer, DNIS (Dialed Number Identification Service), path ID, the queue that routed the call to you, IVR path ID, and a timer indicating the time elapsed since you received the call. You can see the status of the incoming call as Ringing. For more information, see Answer a Call, on page 53.
Call-Associated Data Variables Call-Associated Data (CAD) variables allow the administrator to collect call data such as a case number or any action code of the customer. If CAD variables are configured by your administrator, you can edit one or more CAD variables while on an inbound active call. To edit one or more CAD variables in the Interaction Control pane:
Before you begin You must have accepted the call request. For more information, see Answer a Call, on page 53.
Cisco Webex Contact Center Agent Desktop User Guide 54 Manage Voice Calls Hold and Resume a Call
Procedure
Step 1 Click inside the text box of an editable field to enter an appropriate value. For example, a case number or any action code. Step 2 To change an existing value, select the value and enter a new value over it. Step 3 Click Save. To retrieve the previously saved values, click Revert. Note • When you consult or transfer a call, if multiple users edit CAD variable values at the same time, the latest changes are saved. For example, consider that two agents (Agent A and Agent B) edit the same field at the same time and Agent A saves the values. Then, the changes that are made by Agent B are overwritten, and Agent B is notified with a message.
• To copy the CAD variable, hover the mouse pointer on the field value and then click .
• You can use the (Date Picker) icon or click on the field to select the date and time. • If you edit the default value or enter a new value in the fields corresponding to date and time, ensure that you follow the supported international standard for date and time, to save your value. • Based on the routing configuration or events in Flow Designer: • There may be a delay for the system to update the CAD variable text with the actual values. • Some of the CAD variables may display the actual values only at the end of the contact request.
• If you try to navigate away without saving the changes to CAD variable values, you are alerted by a message. • Saving the CAD variable values are subject to network availability and other operational considerations.
Hold and Resume a Call You can put the customer on hold so that you can consult with another agent or lookup additional customer information. To put a call on hold:
Before you begin You must have accepted the call request. For more information, see Answer a Call, on page 53.
Cisco Webex Contact Center Agent Desktop User Guide 55 Manage Voice Calls Record a Voice Call
Procedure
Step 1 Click Hold. The Call on Hold state is displayed next to the timer. The End button is disabled. Step 2 Click Resume to take a call off hold. Note When you are consulting with another agent, your call with the customer is automatically put on hold. When you take the customer off hold, the consulting agent is automatically put on hold. Both calls cannot be on hold simultaneously. For more information on consulting with another agent, see Initiate a Consult Call, on page 58.
Record a Voice Call Your call with the customer is recorded only if your administrator has enabled the call recordings for you.
Note If your administrator has enabled the Privacy Shield feature for your enterprise, you can pause a call recording while obtaining sensitive information such as credit card information from the customer. Your supervisor instructs you about when to pause recording.
To pause and resume recording of a call:
Before you begin You must have accepted the call request. For more information, see Answer a Call, on page 53.
Procedure
Step 1 Click Pause Recording to pause the recording of an active call. Your administrator specifies the duration for which the desktop pauses the call recording. After the time has elapsed, the desktop automatically resumes. Note The icon indicates that the recording is in progress.
Step 2 (Optional) Click Start Recording to manually resume recording at any point in time.
Transfer a Call If you cannot resolve a customer query and want to escalate the active voice call (inbound or outbound), you can transfer the call to another agent or supervisor.
Cisco Webex Contact Center Agent Desktop User Guide 56 Manage Voice Calls Transfer a Call
To transfer an active call to a queue, an agent, an entry point, or a dial number:
Before you begin You must have accepted the call request. For more information, see Answer a Call, on page 53.
Procedure
Step 1 Click Transfer. The Transfer Request dialog box appears. Step 2 You can transfer an active call to a queue, an agent, or a dial number. When you choose a queue, agent, or dial number, consider the following: • Queue—You can either select the required queue or entry point from the drop-down list, or use the search field to filter the list. The drop-down list displays the queues and entry points that are available to transfer the call. Your administrator defines the workflows, queues, and entry points based on your organizational requirements. When transferring the call to an entry point, you can either transfer the call to an entry point associated with the current workflow or a different workflow. For example, consider that you are interacting with the customer on a debit card query, and the customer intends to transact on credit card details. You can now transfer the call from the debit card workflow to the credit card workflow. When the call is transferred to an entry point, the CAD variables with the same name and data type are carried forward to the new workflow. For example, consider that you transfer the call from flow1 (EP_Debit Card) to flow2 (EP_Credit Card) and flow2 (EP_Credit Card) is the active workflow: • CAD variables with the same data type: If both flow1 and flow2 have a CAD variable customerID of type Integer, the value of the CAD variable customerID is copied from flow1 to flow2. • CAD variables with different data types: If flow1 and flow2 have a CAD variable var1 with data type Integer in flow1 and String in flow2, then var1 will not be carried over from flow1 to flow2. • CAD variables with dynamic updates (such as account balance): If both flow1 and flow2 have a CAD variable acBalance of type Integer, and activities such as Set Variable which dynamically update the variable value, then acBalance in flow2 will have the new value.
Note • If entry points are not displayed in the drop-down list, contact Cisco Support to enable the corresponding feature flag. • When a call is transferred to an entry point, the call cannot be routed back to you.
• Agent—You can either select an agent from the drop-down list, or use the search field to filter the list. The drop-down list displays the names of available agents. The agent name is preceded by a green icon. For more information, see Agent Availability States, on page 22. Note Consider the following before transferring a call to an agent: • You cannot transfer a call to an agent who is in the Wrap Up state. • During a blind transfer, the target agent (an agent who receives the call) must be in the Available state. The call is dropped if the target agent does not accept it.
Cisco Webex Contact Center Agent Desktop User Guide 57 Manage Voice Calls Initiate a Consult Call
• Dial Number—You can enter a number or name, select a number or name from the drop-down list, or use the search field to filter the list. The drop-down list displays your enterprise address book. Names are listed along with the numbers from the address book. When you copy a number with any special characters such as !, @, #, $, %, ^, &, *, ), (, =, ., <, >, {, }, [, ], :, ;, ', ", |, ~ , `, _, or - to the Dial Number text box, the special characters are removed before allowing you to transfer a call. The only supported special character is +. Note • The Agent Desktop validates the format of the dial number that you enter. The dial number can contain 3-14 digits and the special character +. • When initiating a blind transfer, do not use an entry point number as the dial number.
Step 3 (Optional) Click the Refresh the List icon to retrieve the most recent list of agents, queues, and dial numbers. The retrieved list displays the current agent availability states.
Step 4 Click Transfer. The transfer request is initiated and the Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason, on page 39. Note If you wish to transfer the call immediately (blind transfer), select either Agent or Dial Number and click Transfer. The call is answered by any available agent.
Initiate a Consult Call You can initiate a consult call with another agent while you are on an active call with a customer. To initiate a consult call with another agent:
Before you begin You must be on an active call with a customer. For more information, see Answer a Call, on page 53.
Procedure
Step 1 Click Consult. The Consult Request dialog box appears.
Step 2 Choose from one of the following: • Queue—You can either select the required queue from the drop-down list or use the search field to filter the list. The drop-down list displays the queues that are available to consult the call. Note The system searches for an available agent in the selected queue. If you do not wish to wait, then click Cancel Consult to cancel the initiated consult request.
• Agent—You can either select an agent from the drop-down list or use the search field to filter the list. The drop-down list displays the names of agents. The agent name is preceded by a colored icon indicating
Cisco Webex Contact Center Agent Desktop User Guide 58 Manage Voice Calls Initiate a Consult Call
the current availability state. For example, the Available state is preceded by a green icon. For more information, see Agent Availability States, on page 22. • Dial Number—You can enter a number or name, select a number or name from the drop-down list, or use the search field to filter the list. The drop-down list displays your enterprise address book. Names are listed along with the numbers from the address book. When you copy a number with any special characters such as !, @, #, $, %, ^, &, *, ), (, =, ., <, >, {, }, [, ], :, ;, ', ", |, ~ , `, _, or - to the Dial Number text box, the special characters are removed before allowing you to consult a call. The only supported special character is +. Note • The Agent Desktop validates the format of the dial number that you enter. The dial number can contain 3-14 digits and the special character +. • When initiating a consult call or blind transfer, do not use an entry point number as the dial number.
Note When initiating a consult call or blind transfer, do not use an extension number.
Step 3 (Optional) Click the Refresh the List icon to retrieve the most recent list of agents, queues, and dial numbers. The retrieved list displays the current agent availability states.
Step 4 Click Consult. • The Consult Requested state is displayed next to the timer. • When the consult call request is accepted by an agent, two Interaction Control panes are displayed on your desktop. • Caller (customer)—The Interaction Control pane displays the customer details. The status is updated based on the actions you perform. For example, when you are consulting with the agent, the customer call status is Call on Hold. • Consulted agent—The Interaction Control pane displays details of the agent with whom you are consulting. The status is updated based on the actions you perform. For example, when you start consulting with the agent, the status changes to Consulting. You can put the consulting agent on hold by clicking Hold and the status changes to Consulting on Hold. For more information, see Hold and Resume a Call, on page 55. Note The consulted agent can exit the call by clicking Exit Consult, and the call continues between you and the customer.
Step 5 You can perform the following while on a consult call with another agent: • Click Resume to put the consulting agent on hold and take the customer off hold. For more information, see Hold and Resume a Call, on page 55. • Click Transfer to transfer the call to the consulting agent. The transfer request is initiated and the Wrap Up Reasons dialog box appears. For more information, see Transfer a Call, on page 56. • Click Conference to establish a three-way communication between you, the customer and the consulting agent. For more information, see Start a Conference Call, on page 60.
Step 6 Click End Consult.
Cisco Webex Contact Center Agent Desktop User Guide 59 Manage Voice Calls Start a Conference Call
The Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason, on page 39. The following table records the actions that each user can perform during a consult call: Agent 1—Refers to the agent who initiates a consult call. Agent 2—Refers to the agent who accepts the consult call.
Role Summary
Customer • A customer cannot initiate a consult call. • When Agent 1 consults with Agent 2, the customer is put on hold. • The customer can drop from an ongoing call with Agent 1, thereby ending the interaction.
Agent 1 • Agent 1 can initiate and end a consult call. • Agent 1 can resume a customer call that was put on hold. • Agent 1 can consult with Agent 2 and put Agent 2 on hold. • Agent 1 can transfer a call to Agent 2. When the transfer request is initiated, the Wrap Up Reasons dialog box appears for Agent 1. The call continues between Agent 2 and the customer. • Agent 1 can start a conference call with Agent 2 and a customer. • When a customer drops from a consult call, the interaction ends, and the Wrap Up Reasons dialog box appears for Agent 1. • Agent 1 can end a consult call by clicking the End Consult button or by hanging up the physical phone. The customer and Agent 2 are dropped from the consult call.
Agent 2 • When Agent 1 resumes a call with the customer who was put on hold, Agent 2 is put on hold and the customer is taken off hold. • Agent 2 cannot resume or end a consult call. • Agent 2 cannot apply a wrap up reason for a consulting call. • Agent 2 can end a consult call by clicking the Exit Consult button, and the call continues between Agent 1 and the customer. • Agent 2 can accept a transfer request made by the Agent 1 during the consult call. • If Agent 1 starts a conference call when consulting Agent 2, Agent 2 will be part of the conference call. • If the customer drops from a consult call, the interaction ends. Agent 2 is dropped from the call without wrap up.
Start a Conference Call To start a three-way conference call between you, the customer and another agent:
Cisco Webex Contact Center Agent Desktop User Guide 60 Manage Voice Calls Start a Conference Call
Before you begin You must have initiated a consult call. For more information, see Initiate a Consult Call, on page 58.
Procedure
Step 1 Click Conference while you are consulting with another agent. For more information, see Initiate a Consult Call, on page 58. The Conference icon is displayed next to the timer. The customer is taken off hold and you, the customer, and the consulting agent can communicate with each other. Note • Click Transfer to transfer the call to the consulting agent. The transfer request is initiated and the Wrap Up Reasons dialog box appears. For more information, see Transfer a Call, on page 56. • The consulted agent can exit the call by clicking Exit Conference, and the call continues between you and the customer.
Step 2 Click End Conference. The Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason, on page 39. The following table records the actions that each user can perform during a conference call: Agent 1—Refers to the agent who starts a conference call. Agent 2—Refers to the consulted agent who is part of the conference call.
Role Summary
Customer • A customer cannot initiate a conference call. • When Agent 1 starts a conference call, the customer is taken off hold. The call continues between Agent 1, Agent 2, and the customer. • The customer can drop from an ongoing call with Agent 1 and Agent 2, thereby ending the interaction. • During a conference call, the customer cannot be put on hold.
Agent 1 • Agent 1 can start and end a conference call. • Agent 1 can start a conference call with Agent 2 by clicking the Conference button. • During a conference call, Agent 1 cannot put a customer or Agent 2 on hold. • Agent 1 can transfer a call to Agent 2. When the transfer request is initiated, the Wrap Up Reasons dialog box appears for Agent 1. The call continues between Agent 2 and the customer. • When a customer drops from a conference call, the interaction ends, and the Wrap Up Reasons dialog box appears for Agent 1. • Agent 1 can end a conference call by clicking the End Conference button or by hanging up the physical phone. The customer and Agent 2 are dropped from the conference call.
Cisco Webex Contact Center Agent Desktop User Guide 61 Manage Voice Calls Make an Outdial Call
Agent 2 • Agent 2 cannot end a conference call. • Agent 2 cannot apply a wrap up reason for a conference call. • Agent 2 can end a conference call by clicking the Exit Conference button, and the call continues between Agent 1 and the customer. • If Agent 1 starts a conference call when consulting Agent 2, Agent 2 will be part of the conference call. • Agent 2 can accept a transfer request made during the conference call by Agent 1. • If a customer drops from a conference call, the interaction ends. Agent 2 is dropped from the call without wrap up.
Make an Outdial Call If your profile is configured for outdial, you can make an outdial call to the customer. The outdial configuration includes configuring the dial plan, address book, or both. The format of the phone number that you can dial is determined by the settings in your agent profile. For example, you might be restricted from entering phone numbers of a specific length or beginning with specific area codes. You can make an outdial call when you are in the Available state or any Idle state. The Outdial Call icon on the horizontal header is enabled based on your profile settings. You cannot make an outdial call when you have an active inbound voice call. To make an outdial call:
Procedure
Step 1 Click Outdial Call. Step 2 Choose from one of the following: • Address Book—You can either select the required contact from the drop-down list or use the search field to filter the list. The contacts that appear in the address book are from your enterprise address book which is configured by your administrator. • Dialpad—Enter the phone number using the dialpad. Your agent profile must have the required permissions to dial a number using the dialpad. Note • An extension number cannot be used to make an outdial call. • An entry point number cannot be used as the dial number to make an outdial call. • If you copy a number with any special characters such as !, @, #, $, %, ^, &, *, ), (, =, ., <, >, {, }, [, ], :, ;, ', ", |, ~ , `, _, or - to the dialpad, the special characters are removed before allowing you to place an outdial call. The only supported special character is +.
Cisco Webex Contact Center Agent Desktop User Guide 62 Manage Voice Calls Make an Outbound Preview Campaign Call
Step 3 (Optional) Select an outdial ANI from the Select Outdial ANI drop-down list. This number is used as your caller number, and is displayed in the customer's caller ID. The drop-down list appears in the alphabetical order. To remove the selected outdial ANI, choose the Select Outdial ANI label from the drop-down list. Note • Your administrator adds the outdial ANI list to your profile. • If you do not select an outdial ANI, the default outdial ANI of your organization is used as your caller number. The default outdial ANI is configured by your administrator.
Step 4 Click Call displayed next to the contact in the address book or on the dialpad. Your call request is sent to the phone number you specified, and your call status is set to Outdial Reserved. An outdial voice contact card appears in the Task List. You receive a call on your physical phone.
Step 5 Answer the call on your physical phone, and wait for the customer to respond. When the customer responds to your call, the timer starts, and the Interaction Control pane is displayed. Step 6 You can perform the following tasks in the Interaction Control pane while you are handling a call: • Hold and resume the active call. For more information, see Hold and Resume a Call, on page 55. • Record and pause the voice call recording. For more information, see Record a Voice Call, on page 56. • Transfer a call to a queue, an agent, or a dial number. For more information, see Transfer a Call, on page 56. Note If your administrator has enabled transfer to queue for an outdial call, you will have a Queue option in the Transfer Request dialog box. Else, only Agent and Dial Number options are available.
• Initiate a consult call to a queue, an agent, or a dial number. For more information, see Initiate a Consult Call, on page 58.
Step 7 Click End. The Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason, on page 39. When the outdial call ends, your availability status changes based on the configuration that is defined by your administrator. If the administrator has defined the Agent Available After Outdial as Yes, after an outdial call ends, your status is set as Available even if you had made the outdial call in the Idle state.
Make an Outbound Preview Campaign Call The administrator creates campaigns, configures dialing mode (preview), and assigns a team to the campaign. If you are part of the team for which campaigns are assigned, the (Campaign Contact) icon is displayed on the horizontal header, and you can make an outbound preview campaign call. You can view the customer's contact information before making the campaign call. To make an outbound preview campaign call:
Cisco Webex Contact Center Agent Desktop User Guide 63 Manage Voice Calls End a Call
Before you begin You must be in the Available state to accept an outbound preview campaign call.
Procedure
Step 1 Click the (Campaign Contact) icon displayed on the horizontal header. The Campaign Contact dialog box appears with the customer's contact information. Step 2 After you review the customer's contact information, click Call to make the call or click Skip to view the next preview campaign call request. • If you accept the call, the system places the call to the customer, and the Campaign Contact icon is disabled. The request displays the details based on the configuration defined by your administrator and a timer indicating the time elapsed since you initiated the preview campaign call. • If the attempt succeeds, you are connected to the customer and the Interaction Control pane is displayed. For more information on the tasks that can be performed when you are handling a call, see Answer a Call. Note If the attempt fails, the Campaign Contact icon is enabled and you can start the campaign call again.
• The Call Guide tab is displayed in the Auxiliary Information pane if your administrator has configured questions and answers at the campaign level. You are prompted to answer a question. Based on the answer, you are prompted to traverse through the next set of questions in the call guide. You must submit your responses to complete your Call Guide.
End a Call After you have helped your customer with queries, it is a good practice to ask the customer to end the voice call. When the customer ends the call, the Wrap Up Reasons dialog box appears. If necessary, you can also end the call.
Note You cannot end the call when the call is on hold. For more information, see Hold and Resume a Call, on page 55.
To end a call:
Before you begin You must have accepted the call request. For more information, see Answer a Call, on page 53.
Cisco Webex Contact Center Agent Desktop User Guide 64 Manage Voice Calls End a Call
Procedure
Step 1 Click End. The Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason, on page 39. Step 2 (Optional) If you are using a handset or headset, you must hang up the physical phone before you can receive the next call.
Cisco Webex Contact Center Agent Desktop User Guide 65 Manage Voice Calls End a Call
Cisco Webex Contact Center Agent Desktop User Guide 66 CHAPTER 4 Manage New Digital Contacts
The Webex Contact Center supports new digital channels—Facebook Messenger, WebChat, Email, and SMS with enhanced capabilities. Digital channels enhance the reach of any business. With changing demographics and as well as individual habits, consumers expect to reach out to a business using the channel of choice—from anywhere, at any time, under any condition. Hence it is imperative for businesses to be available via all the popular channels of communication. • Manage Facebook Messenger Conversations, on page 67 • Manage SMS Conversations, on page 71 • Manage WebChat Conversations, on page 74 • Manage Conversations on Email, on page 78 Manage Facebook Messenger Conversations Customers can reach out to agents through the Facebook Messenger on the Facebook page or via mobile app and agents can respond to the Facebook messages through the Facebook Messenger Widget. The Facebook Messenger Widget is a Cisco-offered widget that enables agents to respond to Facebook messages through the conversation pane. You can use the desktop to transfer, conference, and end a Facebook Messenger conversation.
About Facebook Messenger Widget The Facebook Messenger Widget supports the following features: • Text Attachments, on page 13 • Templates, on page 15 • Attach a Template, on page 15 • Locked Templates, on page 15 • Templates with Replaceable Parameters, on page 15 • Templates with Dynamic Substitution of System Parameters in the Chat Console, on page 15
• Rich Formatting, on page 15 • Trigger Workflow, on page 17
Cisco Webex Contact Center Agent Desktop User Guide 67 Manage New Digital Contacts Respond to Facebook Messenger Conversation
• Announcements, on page 17 • Keyboard Shortcuts, on page 17 • Delivery Receipts, on page 18
The Facebook Messenger Widget supports the following interactions: • Respond to Facebook Messenger Conversation, on page 68 • Transfer a Facebook Messenger Conversation, on page 69 • Start a Facebook Messenger Conversation Conference, on page 69 • End a Facebook Messenger Conversation, on page 70
Respond to Facebook Messenger Conversation Once a Facebook Messenger conversation is assigned to an agent, it lands in the Task List pane available in the left-pane of the Agent Desktop. An agent can view the Customers Name, Queue Name, Timer, and Accept button. The timer indicates the time that has elapsed since you received the Facebook Messenger conversation. To respond to a chat:
Before you begin When you are in the RONA state, you cannot receive any more contact requests. To receive requests, you must manually change your state from RONA to Available.
Procedure
Step 1 Click the Accept button, in the request. The request opens in the compose box, and an interaction pane is displayed. The agent can then view the following details in the interaction pane: • Customer Name • Queue Name • Message Thread • Agent Name • Date • Timer
Note The customer messages are represented by a gray bubble with the initials of the customer name inside the bubble. The agent messages are represented by a solid blue bubble.
Step 2 Enter your response in the compose box.
Cisco Webex Contact Center Agent Desktop User Guide 68 Manage New Digital Contacts Transfer a Facebook Messenger Conversation
Note The compose box supports a maximum of 1000 characters. Whenever the character count exceeds the configured limit, the Send button is disabled, and an error message is displayed below the composer box in red to correct the character limit.
Step 3 Click Send or press Enter on your keyboard. The customer receives the response.
Transfer a Facebook Messenger Conversation If you cannot resolve a customer query and want to escalate the Facebook Messenger request, you can transfer the chat request to a different agent. To transfer an active chat request to a queue or an agent:
Before you begin You must have accepted the Facebook Messenger request. For more information, see Respond to Facebook Messenger Conversation, on page 68.
Procedure
Step 1 Click Transfer. The Transfer Request dialog appears. Step 2 Choose from one of the following: • Queue—You can either select the required queue from the drop-down list or use the search field to filter the list. The drop-down list displays the queues that are available to transfer the chat request. • Agent—You can either select an agent from the drop-down list, or use the search field to filter the list. The drop-down list displays the names of available agents. The agent name is preceded by a green icon. For more information, see Agent Availability States, on page 22.
Step 3 (Optional) Click the Refresh the List icon to retrieve the most recent list of queues and agents. The retrieved list displays the current agent availability states.
Step 4 Click Transfer. The transfer request is initiated and the Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason, on page 39. Note Once you transfer the chat request to an agent, if the agent does not accept the chat request, the chat request is dropped.
Start a Facebook Messenger Conversation Conference To create a three-way conference chat request between you, the customer and another agent:
Cisco Webex Contact Center Agent Desktop User Guide 69 Manage New Digital Contacts End a Facebook Messenger Conversation
Before you begin You must have accepted the Facebook Messenger request. For more information, see Respond to Facebook Messenger Conversation, on page 68.
Procedure
Step 1 Click Conference. The Conference Request dialog appears. Step 2 You can either select a specific agent from the drop-down list or use the search field to filter the list. The drop-down list displays the names of agents. The agent name is preceded by a colored icon indicating the current availability state. For example, the Available state is preceded by a green icon. For more information, see Agent Availability States, on page 22. Step 3 Click Conference. When the conference chat request is accepted by an agent, the Interaction Control pane changes the state from Conference Requested to Conference. You can see a message that an agent has joined the chat.
Step 4 Click End Conference. The Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason, on page 39. Note • The conferenced agent can exit the chat conference by clicking Exit Conference. Chat continues between you and the customer.
End a Facebook Messenger Conversation After you have helped your customer with queries, you must take consent from the customer to end the Facebook Messenger session. When you end the session, the Wrap Up Reasons dialog appears. To close a Facebook Messenger session:
Before you begin The agent must have accepted the Facebook Messenger request. For more information, see Respond to Facebook Messenger Conversation, on page 68.
Procedure
Step 1 In the active Facebook Messenger session, click End. The Wrap Up Reasons dialog box appears. Step 2 You can either select the required reason from the drop-down list or use the search field to filter the list. Step 3 Click Submit Wrap Up. For more information, see Apply Wrap Up Reason, on page 39.
Cisco Webex Contact Center Agent Desktop User Guide 70 Manage New Digital Contacts Manage SMS Conversations
Manage SMS Conversations Short Message Service (SMS) channel enables customers to reach out to agents by sending an SMS from anywhere and even when there is no data connectivity. Customers can send SMS to a Longcode, Shortcode, or toll-free number. A new chat is created in the SMS widget when a customer sends a message. Agents can then handle the chat and send a response to the customer. The SMS widget is a Cisco-offered widget that enables agents to respond to SMS messages through the conversation pane in the Agent Desktop. You can use the desktop to transfer, conference, and end an SMS conversation.
About SMS Widget The SMS Widget supports the following features: • Templates, on page 15 • Attach a Template, on page 15 • Locked Templates, on page 15 • Templates with Replaceable Parameters, on page 15 • Templates with Dynamic Substitution of System Parameters in the Chat Console, on page 15
• Trigger Workflow, on page 17 • Announcements, on page 17 • Keyboard Shortcuts, on page 17 • Delivery Receipts, on page 18
The SMS Widget supports the following interactions: • Respond to SMS Conversation, on page 71 • Transfer an SMS Conversation, on page 72 • Start an SMS Conversation Conference, on page 73 • End an SMS Conversation, on page 74
Respond to SMS Conversation Once an SMS conversation is assigned to an agent, it lands in the Task List pane available in the left-pane of the Agent Desktop. An agent can view the Customers Name, Queue Name, Timer, and Accept button. The timer indicates the time that has elapsed since you received the SMS conversation. To respond to a chat:
Cisco Webex Contact Center Agent Desktop User Guide 71 Manage New Digital Contacts Transfer an SMS Conversation
Before you begin When you are in the RONA state, you cannot receive any more contact requests. To receive requests, you must manually change your state from RONA to Available.
Procedure
Step 1 Click the Accept button, in the request. The request opens in the compose box, and an interaction pane is displayed. The agent can then view the following details in the interaction pane: • Customer Name • Queue Name • Message Thread • Agent Name • Date • Timer
Note The customer messages are represented by a gray bubble with the initials of the customer name inside the bubble. The agent messages are represented by a solid blue bubble.
Step 2 Enter your response in the compose box. Note The compose box supports a maximum of 1000 characters. Whenever the character count exceeds the configured limit, the Send button is disabled, and an error message is displayed below the composer box in red to correct the character limit.
Step 3 Click Send or press Enter on your keyboard. The customer receives the response.
Transfer an SMS Conversation If you cannot resolve a customer query and want to escalate the SMS request, you can transfer the chat request to a different agent. To transfer an active chat request to a queue or an agent:
Before you begin You must have accepted the SMS request. For more information, see Respond to SMS Conversation, on page 71.
Procedure
Step 1 Click Transfer.
Cisco Webex Contact Center Agent Desktop User Guide 72 Manage New Digital Contacts Start an SMS Conversation Conference
The Transfer Request dialog appears. Step 2 Choose from one of the following: • Queue—You can either select the required queue from the drop-down list or use the search field to filter the list. The drop-down list displays the queues that are available to transfer the chat request. • Agent—You can either select an agent from the drop-down list, or use the search field to filter the list. The drop-down list displays the names of available agents. The agent name is preceded by a green icon. For more information, see Agent Availability States, on page 22.
Step 3 (Optional) Click the Refresh the List icon to retrieve the most recent list of queues and agents. The retrieved list displays the current agent availability states.
Step 4 Click Transfer. The transfer request is initiated and the Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason, on page 39. Note Once you transfer the chat request to an agent, if the agent does not accept the chat request, the chat request is dropped.
Start an SMS Conversation Conference To create a three-way conference chat request between you, the customer and another agent:
Before you begin You must have accepted the SMS request. For more information, see Respond to SMS Conversation, on page 71.
Procedure
Step 1 Click Conference. The Conference Request dialog appears. Step 2 You can either select a specific agent from the drop-down list or use the search field to filter the list. The drop-down list displays the names of agents. The agent name is preceded by a colored icon indicating the current availability state. For example, the Available state is preceded by a green icon. For more information, see Agent Availability States, on page 22. Step 3 Click Conference. When the conference chat request is accepted by an agent, the Interaction Control pane changes the state from Conference Requested to Conference. You can see a message that an agent has joined the chat.
Step 4 Click End Conference. The Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason, on page 39.
Cisco Webex Contact Center Agent Desktop User Guide 73 Manage New Digital Contacts End an SMS Conversation
Note • The conferenced agent can exit the chat conference by clicking Exit Conference. Chat continues between you and the customer.
End an SMS Conversation After you have helped your customer with queries, you must take consent from the customer to end the SMS session. When you end the session, the Wrap Up Reasons dialog box appears. To close an SMS session:
Before you begin The agent must have accepted the SMS request. For more information, see Respond to SMS Conversation, on page 71.
Procedure
Step 1 In the active SMS session, click End. The Wrap Up Reasons dialog appears. Step 2 You can either select the required reason from the drop-down list or use the search field to filter the list. Step 3 Click Submit Wrap Up. For more information, see Apply Wrap Up Reason, on page 39.
Manage WebChat Conversations WebChat channel enables businesses to engage and support their website visitors and customers. Customers can initiate a WebChat with an agent and send chat messages. Agents can then handle the WebChat and send a response to the customer from the WebChat widget on the Desktop. The WebChat Widget is a Cisco-offered widget that enables agents to respond to chat messages through the conversation pane. You can use the desktop to transfer, conference, and end a WebChat conversation.
About WebChat Widget The WebChat Widget supports the following features: • Text Attachments, on page 13 • Templates, on page 15 • Attach a Template, on page 15 • Locked Templates, on page 15 • Templates with Replaceable Parameters, on page 15
Cisco Webex Contact Center Agent Desktop User Guide 74 Manage New Digital Contacts Respond to a WebChat Conversation
• Templates with Dynamic Substitution of System Parameters in the Chat Console, on page 15
• Trigger Workflow, on page 17 • Announcements, on page 17 • Keyboard Shortcuts, on page 17
The WebChat Widget supports the following interactions: • Respond to a WebChat Conversation, on page 75 • Transfer a WebChat Conversation, on page 76 • Start a WebChat Conference, on page 76 • End a WebChat Conversation, on page 77
Respond to a WebChat Conversation Once a WebChat conversation is assigned to an agent, it lands in the Task List pane available in the left-pane of the Agent Desktop. An agent can view the Customers Name, Queue Name, Timer, and Accept button. The timer indicates the time that has elapsed since you received the WebChat conversation. To respond to a chat:
Before you begin When you are in the RONA state, you cannot receive any more contact requests. To receive requests, you must manually change your state from RONA to Available.
Procedure
Step 1 Click the Accept button, in the request. The request opens in the compose box, and an interaction pane is displayed. The agent can then view the following details in the interaction pane: • Customer Name • Queue Name • Message Thread • Agent Name • Date • Timer
Note The customer messages are represented by a gray bubble with the initials of the customer name inside the bubble. The agent messages are represented by a solid blue bubble.
Step 2 Enter your response in the compose box.
Cisco Webex Contact Center Agent Desktop User Guide 75 Manage New Digital Contacts Transfer a WebChat Conversation
Note The compose box supports a maximum of 1000 characters. Whenever the character count exceeds the configured limit, the Send button is disabled, and an error message is displayed below the composer box in red to correct the character limit.
Step 3 Click Send or press Enter on your keyboard. The customer receives the response.
Transfer a WebChat Conversation If you cannot resolve a customer query and want to escalate the chat request, you can transfer the chat request to another agent or supervisor. To transfer an active chat request to a queue or an agent:
Before you begin You must have accepted the WebChat request. For more information, see Respond to a WebChat Conversation, on page 75.
Procedure
Step 1 Click Transfer. The Transfer Request dialog appears. Step 2 Choose from one of the following: • Queue—You can either select the required queue from the drop-down list or use the search field to filter the list. The drop-down list displays the queues that are available to transfer the chat request. • Agent—You can either select an agent from the drop-down list, or use the search field to filter the list. The drop-down list displays the names of available agents. The agent name is preceded by a green icon. For more information, see Agent Availability States, on page 22.
Step 3 (Optional) Click the Refresh the List icon to retrieve the most recent list of queues and agents. The retrieved list displays the current agent availability states.
Step 4 Click Transfer. The transfer request is initiated and the Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason, on page 39. Note Once you transfer the chat request to an agent, if the agent does not accept the chat request, the chat request is dropped.
Start a WebChat Conference To create a three-way conference chat request between you, the customer and another agent:
Cisco Webex Contact Center Agent Desktop User Guide 76 Manage New Digital Contacts End a WebChat Conversation
Before you begin You must have accepted the WebChat request. For more information, see Respond to a WebChat Conversation, on page 75.
Procedure
Step 1 Click Conference. The Conference Request dialog box appears. Step 2 You can either select a specific agent from the drop-down list or use the search field to filter the list. The drop-down list displays the names of agents. The agent name is preceded by a colored icon indicating the current availability state. For example, the Available state is preceded by a green icon. For more information, see Agent Availability States, on page 22. Step 3 Click Conference. When the conference chat request is accepted by an agent, the Interaction Control pane changes the state from Conference Requested to Conference. The customer and you can see a message that an agent has joined the chat.
Step 4 Click End Conference. The Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason, on page 39. Note • Only you can end the chat conference and not the agent with whom you have conferenced. • The conferenced agent can exit the chat conference by clicking Exit Conference. The chat continues between you and the customer.
End a WebChat Conversation After you have helped your customer with queries, it is a good practice to ask the customer to end the chat session. When the customer ends the chat session, a message appears in the chat conversation indicating that the customer has left the chat. When you end the chat session, the Wrap Up Reasons dialog box appears. If necessary, you can also end the chat. In that case, the customer sees a message saying that the agent has left the chat. To close a chat session:
Before you begin You must have accepted the WebChat request. For more information, see Respond to a WebChat Conversation, on page 75.
Procedure
Step 1 In the active chat session, click End. The Wrap Up Reasons dialog box appears.
Cisco Webex Contact Center Agent Desktop User Guide 77 Manage New Digital Contacts Manage Conversations on Email
Step 2 You can either select the required reason from the drop-down list or use the search field to filter the list. You can select more than one wrap-up reason at a time. Step 3 Click Submit Wrap Up. For more information, see Apply Wrap Up Reason, on page 39.
Manage Conversations on Email Email channel enables customers to send email messages with tables, embedded links, and attachments. The email widget is a Cisco-offered widget that enables agents to respond to email messages through the conversation pane. You can use the desktop to respond and transfer an email conversation.
About Email Widget The email widget supports the following features: • Email Attachments, on page 14 • Templates, on page 15 • Locked Templates, on page 15 • Templates with Replaceable Parameters, on page 15 • Templates with Dynamic Substitution of System Parameters in the Chat Console, on page 15
• Rich Composer Modes, on page 16 • Rich Formatting, on page 15
The Email Widget supports the following interactions: • Respond to an Email Conversation, on page 78 • Send a Quick Reply, on page 79 • Send a Standard Reply, on page 80 • Transfer an Email Conversation, on page 81
Respond to an Email Conversation Once a Email conversation is assigned to an agent, it lands in the Task List pane available in the left-pane of the Agent Desktop. An agent can view the Customers Name, Queue Name, Timer, and Accept button. The timer indicates the time that has elapsed since you received the Email conversation. To respond to a chat:
Cisco Webex Contact Center Agent Desktop User Guide 78 Manage New Digital Contacts Send a Quick Reply
Before you begin When you are in the RONA state, you cannot receive any more contact requests. To receive requests, you must manually change your state from RONA to Available.
Procedure
Step 1 Click the Accept button, in the request. The request opens in the composer box, and an interaction pane is displayed. The agent can then view the following details in the interaction pane: • From email address • To email address • Email subject • Email thread (if any) • Timestamp and status of the email (Sent/Received/DRs) • Announcements • Attachments (if any in the inbound email) • Reply, Reply All, Forward, and Cc icons • Transfer button
Step 2 You can respond to the email in one of the following ways: • Quick replies provide an instant way to respond to simple queries. For more information, see Send a Quick Reply, on page 79. • Standard replies allow you to format your text, add images to the message, attach files, and so on. For more information, seeSend a Standard Reply, on page 90 .
Step 3 Click Send on your keyboard. The customer receives the response.
Send a Quick Reply When an incoming email request requires a simple and short response, you can send a quick reply. To send a quick reply:
Before you begin You must be in the Available state to receive an email request.
Cisco Webex Contact Center Agent Desktop User Guide 79 Manage New Digital Contacts Send a Standard Reply
Procedure
Step 1 Click Accept button, in the email request. The request opens in the email composer, and an interaction pane is displayed. • The email conversation must be PCI compliant. You cannot share financial or health information in email conversations or attachments. • At any point in time, you can only respond to the latest email.
Step 2 Enter the response in the Quick reply here composer box. Step 3 Click Send.
Send a Standard Reply You can send a standard reply if you want to format your email response, add images, attach files, or add more recipients. To send a standard reply:
Before you begin You must be in the Available state to receive an email request.
Procedure
Step 1 Click Accept button, in the email request. The request opens in the email composer, and an interaction pane is displayed.
Step 2 Click the icon to view Reply, Reply All, and Forward options. Step 3 Select the Reply option to send a reply only to the sender or select the Reply All option to respond to all the recipients or select the Forward option to send it to a new recipient. • At any point in time, you can only respond to the latest email. • If you receive a new email while replying (to an email), a banner message you are not replying to the latest email appears above the email composer. You will not be allowed to send an email until the latest email is read. • When you Reply to an email, the To and Subject fields are auto-populated and cannot be edited. • When you Reply All to an email, the To and Subject fields are auto-populated and cannot be edited. The Cc field gets pre-populated with original Cc of that email. You can add/edit email ids in the Cc field. • When you Forward an email, the subject field is auto-populated. You can add/edit email ids in the To and Cc fields. The email body gets loaded with the latest email in the composer. • When you switch from Reply to Reply All, the To fields are automatically populated, and the Cc field gets auto-populated with the original Ccs of that email and can be edited. The email body is saved as a draft.
Cisco Webex Contact Center Agent Desktop User Guide 80 Manage New Digital Contacts Transfer an Email Conversation
• When you switch from Reply to Forward, the To and Cc field are emptied, and the email body is saved as a draft. • When you switch from Reply All to Forward, the To and Cc field are emptied, and the email body is saved as a draft. • When you switch from Reply All to Reply, the To field is automatically populated, the Cc field is emptied, and the email body is saved as a draft. • When you switch from Forward to Reply, the To field gets automatically populated and the email body is saved as a draft. • When you switch from Forward to Reply All, the To and Cc fields get auto-populated, and the email body is saved as a draft.
Step 4 (Optional) Click Cc to send a carbon copy of the email to more recipients. Step 5 Compose the email in the email body. Step 6 (Optional) You can apply Rich Formatting, on page 15. Step 7 (Optional) You can add Email Attachments, on page 14. Step 8 (Optional) You can attach Templates, on page 15. If you enter the text in the composer and then select a template the existing text will be replaced with the template.
Step 9 (Optional) Click the icon, to change the background and font colours of an email to light on dark. Step 10 Click View Original Email, to view the initial customer email.
Step 11 Click the icon beside each email in the email thread to view the complete email. Step 12 Click Send.
Transfer an Email Conversation If an email is misclassified or you cannot resolve a customer query, you can transfer the email to another queue. When you initiate the email transfer, you can select an email queue from the list of email queues in your enterprise. You cannot transfer an email to any specific agent or supervisor. To transfer an email request to a queue:
Procedure
Step 1 Click Transfer. The Transfer Request dialog box appears.
Step 2 You can either select the required queue from the drop-down list or use the search field to filter the list. The drop-down list displays the queues to which you can transfer the email request. Step 3 Click Transfer.
Cisco Webex Contact Center Agent Desktop User Guide 81 Manage New Digital Contacts Transfer an Email Conversation
The transfer request is initiated and the Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason.
Cisco Webex Contact Center Agent Desktop User Guide 82 CHAPTER 5 Manage Chats and Emails (Deprecated)
• Manage Chats, on page 83 • Manage Emails, on page 88 Manage Chats You can use the desktop to receive and respond to customer requests through chats. Your administrator defines the permissions in your multimedia profile settings to access chats.
Respond to a Chat
When you receive a chat request from a customer, the request displays the (Chat) icon, the name of the customer or unique id, the email address, the queue that routed the chat to you, and a timer indicating how long the chat has been awaiting your acceptance. If the customer is using a chatbot, it provides preset answers before an agent responds to the customer. If you do not accept the chat request within the maximum available time, the chat request is returned to the queue and the system changes your state to RONA. A popover appears with options to change your state to either Available or Idle. For more information on RONA popover, see Agent Availability States, on page 22.
Note When you are in the RONA state, you cannot receive any more contact requests. To receive requests of any media channels including new chats, you must manually change your state from RONA to Available.
Security Compliance To ensure security compliance, the Payment Card Industry Data Security Standard (PCI DSS) does not permit you to receive or send sensitive information such as credit card data and other personally identifiable information (PII). If the content is identified as containing data that violates the PCI DSS, then: • The chat attachment is not sent (dropped). • The chat conversation is redacted (masked).
Cisco Webex Contact Center Agent Desktop User Guide 83 Manage Chats and Emails (Deprecated) Respond to a Chat
Note Based on the configuration defined by your administrator (redact or drop), the chat message including the attachment is dropped, or the specific content is redacted.
Before you begin You must be in the Available state to receive any chat request.
Procedure
Step 1 In the chat request, click Accept. The chat conversation and the Interaction Control pane appears. The Workspace pane displays the details of the customer with whom you are chatting. It also displays the conversation that the chatbot had with the customer before the system routed the chat request to you. Note The chatbot response is displayed with the label. For example, Customer Virtual Assistant. You can scroll through the customer's chat to view the chat history.
Step 2 Enter your response in the compose box. Note Your message cannot exceed the 1000 character limit.
Step 3 Click Send or press Enter on your keyboard. The customer receives the response along with the agent's name. Note If your administrator has configured predefined chat templates, you can use these templates to communicate with the customers. For more information, see Predefined Chat Responses, on page 85.
Step 4 (Optional) Click Attach Files to upload files along with your response in the compose box. a) To remove an uploaded file, click . Note • Your chat conversation and the attachments must be PCI compliant. For more information, see Security Compliance. • The Attach Files icon is available if your administrator has enabled you to send attachments. You can upload multiple files and the total file size must be less than 35 MB. The supported file formats are: .html .mhtml .mht .odt .pdf .pdfxml .rtf .shtml .xps .xml .xhtml .txt .eml .msg .ods .dot .dothtml .doc .dotx .dotm .pot .pothtml .ppthtml .pptmhtml .pptxml .pps .ppam .ppt .pub .pubhtml .pubmhtml .xls .xlshtml .xlthtml .xlt .xlsm .xltx .xltm .xlam .xlsb .xlsx • If you try to navigate away when you have an unsent attachment or text in the compose box, you are alerted by a message.
Step 5 (Optional) Click the Contact History tab in the Auxiliary Information pane to view the contact history of the customer. For more information on the Contact History tab details, see Auxiliary Information, on page 12. Step 6 (Optional) You can perform the following tasks in the Interaction Control pane: • Transfer a chat request to a queue or an agent. For more information, see Transfer a Chat, on page 85.
Cisco Webex Contact Center Agent Desktop User Guide 84 Manage Chats and Emails (Deprecated) Predefined Chat Responses
• Initiate a three-way communication between you, the customer and another agent. For more information, see Start a Chat Conference, on page 86.
Step 7 Click End. For more information, see End a Chat, on page 87.
Predefined Chat Responses The administrator defines the predefined chat messages that you can use to communicate with the customer.
Procedure
Step 1 Click Predefined Chat Responses. Step 2 You can either select the required message from the drop-down list or use the search field to filter the list. Note You can add multiple predefined responses to compose a single response during your chat with a customer.
Step 3 (Optional) You can edit the response before sending it to the customer.
Transfer a Chat If you cannot resolve a customer query and want to escalate the chat request, you can transfer the chat request to another agent or supervisor. To transfer an active chat request to a queue or an agent:
Before you begin You must have accepted the chat request. For more information, see Respond to a Chat, on page 83.
Procedure
Step 1 Click Transfer. The Transfer Request dialog box appears. Step 2 Choose from one of the following: • Queue—You can either select the required queue from the drop-down list or use the search field to filter the list. The drop-down list displays the queues that are available to transfer the chat request. • Agent—You can either select an agent from the drop-down list, or use the search field to filter the list. The drop-down list displays the names of available agents. The agent name is preceded by a green icon. For more information, see Agent Availability States, on page 22.
Step 3 (Optional) Click the Refresh the List icon to retrieve the most recent list of queues and agents. The retrieved list displays the current agent availability states.
Cisco Webex Contact Center Agent Desktop User Guide 85 Manage Chats and Emails (Deprecated) Start a Chat Conference
Step 4 Click Transfer. The transfer request is initiated and the Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason, on page 39. Note Once you transfer the chat request to an agent, if the agent does not accept the chat request, the chat request is dropped.
Start a Chat Conference To create a three-way conference chat request between you, the customer and another agent:
Before you begin You must have accepted the chat request. For more information, see Respond to a Chat, on page 83.
Procedure
Step 1 Click Conference. The Conference Request dialog box appears. Step 2 You can either select a specific agent from the drop-down list or use the search field to filter the list. The drop-down list displays the names of agents. The agent name is preceded by a colored icon indicating the current availability state. For example, the Available state is preceded by a green icon. For more information, see Agent Availability States, on page 22. Step 3 Click Conference. When the conference chat request is accepted by an agent, the Interaction Control pane changes the state from Conference Requested to Conference. The customer and you can see a message that an agent has joined the chat.
Step 4 Click End Conference. The Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason, on page 39. Note • Only you can end the chat conference and not the agent with whom you have conferenced. • The conferenced agent can exit the chat conference by clicking Exit Conference. The chat continues between you and the customer.
The following table records the actions that each user can perform during a conference chat: Agent 1—Refers to the agent who starts a conference chat. Agent 2 —Refers to the consulted agent who is part of the conference chat.
Role Summary
Customer • A customer cannot initiate a conference chat. • The customer can drop from an ongoing chat with Agent 1 and Agent 2, thereby ending the interaction.
Cisco Webex Contact Center Agent Desktop User Guide 86 Manage Chats and Emails (Deprecated) End a Chat
Agent 1 • Agent 1 can start and end a conference chat. • Agent 1 can end a conference chat by clicking the End Conference button. The customer and Agent 2 are dropped from a conference chat. • When a customer drops from a conference chat, the interaction ends, and the compose box is disabled for the agents. Agent 1 to end the conference by clicking the End Conference button, and Agent 2 is dropped from a conference chat.
Agent 2 • Agent 2 cannot end a conference chat. • Agent 2 cannot apply a wrap up reason for a conference chat. • Agent 2 can end a conference chat by clicking the Exit Conference button. The chat continues between Agent 1 and the customer. • If a customer drops from a conference chat, the interaction ends. Agent 2 is dropped from the chat without wrap up.
End a Chat After you have helped your customer with queries, it is a good practice to ask the customer to end the chat session. When the customer ends the chat session, a message appears in the chat conversation indicating that the customer has left the chat. When you end the chat session, the Wrap Up Reasons dialog box appears. If necessary, you can also end the chat. In that case, the customer sees a message saying that the agent has left the chat. To close a chat session:
Before you begin You must have accepted the chat request. For more information, see Respond to a Chat, on page 83.
Procedure
Step 1 In the active chat session, click End. The Wrap Up Reasons dialog box appears. Step 2 You can either select the required reason from the drop-down list or use the search field to filter the list. You can select more than one wrap up reason at a time. Step 3 Click Submit Wrap Up. For more information, see Apply Wrap Up Reason, on page 39.
Cisco Webex Contact Center Agent Desktop User Guide 87 Manage Chats and Emails (Deprecated) Manage Emails
Manage Emails You can use the desktop to receive and respond to customer email requests. Your administrator defines the permissions in your multimedia profile settings to access customer emails.
Respond to an Email When you receive an email from the customer, the email request is displayed in the Task List pane. If the Task List pane is collapsed, you can see a popover at the bottom-right corner of the desktop. The request
displays the (Email) icon, the name of the customer, the queue that routed the email to you, and a timer indicating the time that has elapsed since you received the email request. If you do not accept the email request within the maximum available time, the request is returned to the queue and the system changes your status to RONA. A popover appears with options to change your state to either Available or Idle. For more information on RONA popover, see Agent Availability States, on page 22.
Note When you are in the RONA state, you cannot receive any more contact requests. To receive requests of any media channels including new emails, you must manually change your state from RONA to Available.
Security Compliance To ensure security compliance, the Payment Card Industry Data Security Standard (PCI DSS) does not permit you to receive or send sensitive information such as credit card data and other personally identifiable information (PII). If the content is identified as containing data that violates the PCI DSS, then: • The email attachment is not sent (dropped). • The email conversation is redacted (masked).
Note Based on the configuration defined by your administrator (redact or drop), the email including the attachment is dropped, or the specific content is redacted.
Before you begin You must be in the Available state to receive an email request.
Procedure
Step 1 In the email request, click Accept. The email request opens in the email compose box, and the Interaction Control pane is displayed. Step 2 You can respond to the email in one of the following ways: • Quick replies provide an instant way to respond to simple queries. For more information, see Send a Quick Reply, on page 89.
Cisco Webex Contact Center Agent Desktop User Guide 88 Manage Chats and Emails (Deprecated) Predefined Email Template
• Standard replies allow you to format your text, add images to the message, attach files, and so on. For more information, see Send a Standard Reply, on page 90. Note If your administrator has configured a predefined email template, you can use this template to communicate with the customer. By default, the predefined response is populated in the compose box. For more information, see Predefined Email Template, on page 89.
Step 3 (Optional) Click the Contact History tab in the Auxiliary Information pane to view the contact history of the customer. For more information on the Contact History tab details, see Auxiliary Information, on page 12. Note To view an email correspondence in the Contact History tab, click View email message.
Step 4 (Optional) Transfer the email request to a queue. For more information, see Transfer an Email, on page 92. Step 5 (Optional) Click End. The Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason, on page 39.
Predefined Email Template The administrator defines the predefined email template that you can use to communicate with the customer. When you click Reply or Reply All, the email body displays the predefined text (based on the configured variables) with the following details: • Customer name • Predefined email body • Agent name (your name as displayed in the profile)
You can edit the template message to provide a complete and accurate response to the customer.
Note You cannot use the predefined email template for quick-reply emails.
Send a Quick Reply When an incoming email request requires simple response, you can send a quick reply.
Note You cannot use a predefined email template for quick-reply emails.
To send a quick reply:
Before you begin You must be in the Available state to receive an email request.
Cisco Webex Contact Center Agent Desktop User Guide 89 Manage Chats and Emails (Deprecated) Send a Standard Reply
Procedure
Step 1 In the email request, click Accept. The email request opens in the email compose box, and the Interaction Control pane is displayed. Step 2 Enter your response in the Quick reply here text box. Note • Your email conversation must be PCI compliant. For more information, see Security Compliance. • If you navigate away from the email compose box when you have content in the email body, your draft is saved. • The Quick reply here supports only plain text formatting style. For more information on rich text formatting style, see Send a Standard Reply, on page 90.
Step 3 Click Send. The Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason, on page 39.
Send a Standard Reply You can send a standard reply if you want to format your email response, add images, attach files, or add more recipients. To send a standard reply:
Before you begin You must be in the Available state to receive an email request.
Procedure
Step 1 In the email request, click Accept. The email request opens in the email compose box, and the Interaction Control pane is displayed. Step 2 Select Reply to send a reply only to the sender, or select Reply All to respond to all recipients. The reply email body appears. The To and Subject fields are automatically populated. You cannot edit these fields.
Step 3 (Optional) Click Cc to send a carbon copy of your email to more recipients. Step 4 Enter your reply message in the email body. Note If your administrator has configured a predefined email template, you can use this template to communicate with the customer. By default, the predefined response is populated in the compose box. For more information, see Predefined Email Template, on page 89.
Step 5 You can customize your reply message using the rich text formatting styles. The following are the options to format your reply message:
Cisco Webex Contact Center Agent Desktop User Guide 90 Manage Chats and Emails (Deprecated) Send a Standard Reply
Icons Description
Heading 1 Applies a preset font and style to the text.
Bold Makes your text bold.
Italic Italicizes your text.
Underline Underlines your text.
Strikethrough Draws a line across your text.
Text Color Changes the color of your text.
List By Ordered Creates a numbered list.
List By Bullet Creates a bulleted list.
Blockquote Indents your text and marks it as a quotation with a vertical line at the left margin.
Table Inserts a table in the text area. You can add or delete rows and columns in the table.
Link Inserts a hyperlink on the selected text.
Indent Right Indents your text to the right.
Indent Left Indents your text to the left.
Step 6 Click Attach Files to upload files along with your email reply. The administrator configures the maximum file size and the maximum number of files that you can send. You can upload a maximum of ten files, and the total file size must be less than 25 MB. a) To remove an uploaded file, click . Note • Your email conversation and attachments must be PCI compliant. For more information, see Security Compliance. • The supported file formats are: .html .mhtml .mht .odt .pdf .pdfxml .rtf .shtml .xps .xml .xhtml .txt .eml .msg .ods .dot .dothtml .doc .dotx .dotm .pot .pothtml .ppthtml .pptmhtml .pptxml .pps .ppam .ppt .pub .pubhtml .pubmhtml .xls .xlshtml .xlthtml .xlt .xlsm .xltx .xltm .xlam .xlsb .xlsx • If you navigate away from the email compose box when you have content in the email body, your draft is saved.
Step 7 (Optional) Click View Original Email to view the customer email. Note While composing an email, if you switch between View Original Email, and Reply or Reply All, your draft is saved.
Step 8 (Optional) Click the ellipsis button to Show Previous Thread or Hide Previous Thread conversations with the customer.
Cisco Webex Contact Center Agent Desktop User Guide 91 Manage Chats and Emails (Deprecated) Transfer an Email
Step 9 Click Send. The Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason, on page 39.
Transfer an Email If an email is misclassified or you cannot resolve a customer query, you can transfer the email to another queue. When you initiate the email transfer, you can select an email queue from the list of email queues in your enterprise. You cannot transfer an email to any specific agent or supervisor. To transfer an email request to a queue:
Before you begin You must have accepted the email request. For more information, see Respond to an Email, on page 88.
Procedure
Step 1 Click Transfer. The Transfer Request dialog box appears. Step 2 You can either select the required queue from the drop-down list or use the search field to filter the list. The drop-down list displays the queues to which you can transfer the email request. Step 3 (Optional) Click the Refresh the List icon to retrieve the most recent list of queues. Step 4 Click Transfer. The transfer request is initiated and the Wrap Up Reasons dialog box appears. For more information, see Apply Wrap Up Reason, on page 39.
Cisco Webex Contact Center Agent Desktop User Guide 92 CHAPTER 6 Manage Widgets
Widgets are essential components of desktop customization. A widget is a component with some specific encapsulated functionality, exported as a custom HTML element that is placed within the desktop.
Types of Widgets Your administrator configures different types of widgets based on the organizational settings. The different types of widgets are: • Default widgets—Widgets that are part of the desktop and are displayed based on your profile settings. For example, Agent Performance Statistics is a page widget and can be accessed from the Navigation bar. For more information, see Agent Performance Statistics Reports, on page 99. • Cisco-offered widgets—Widgets that are offered by Cisco and are displayed based on your organizational settings. For example, Cisco Webex Experience Management and IVR Transcript widgets. • Custom widgets—Widgets for third-party applications and are added based on the organizational requirements. For example, Google Maps. The custom widgets can be part of the custom pages, the custom tabs in the Auxiliary Information pane, or the horizontal header of the Agent Desktop. An administrator can configure tabs in the custom pages and custom widgets to be persistent. Your tab selection in the custom pages and custom widgets can be reset to the default tab when you sign out of the Agent Desktop, reload/refresh the browser, or clear the browser cache. • Persistent widgets—Administrator can configure any custom widget to be persistent. Persistent widgets are displayed on all pages of the Agent Desktop. When you have any active contact request or conversation, then the persistent widget is displayed as a new tab in the Auxiliary Information pane.
Note Persistent widgets are not displayed on the Home page in the way they are displayed on the other pages. However, if you have an active interaction, the persistent widgets are displayed in the Auxiliary Information pane.
Display Options Your administrator configures the display of the widgets. The options to display widgets on the desktop interface are:
Cisco Webex Contact Center Agent Desktop User Guide 93 Manage Widgets Cisco Webex Experience Management
• Header—Displays the widgets on the horizontal header. • Custom tab—Displays the widgets in the custom tabs of the Auxiliary Information pane. Each tab in the pane can have one or more widgets. • Custom page—Displays the custom page in the center of the desktop interface (Workspace pane). The custom page can be accessed through icons on the Navigation bar. Each custom page can contain one or more widgets.
For more information on the desktop interface, see Agent Desktop Interface, on page 5.
Note • A widget without a title cannot be resized.
• To maximize a widget, click . When the widgets are expanded, you can still view the Horizontal Header, Navigation Bar, Task List pane, Agent Interaction History pane, and the persistent Interaction Control pane during an active voice call. Even with the widgets expanded, the ability to respond to any new requests instantly is maintained. • Webex Contact Center leverages Common Identity and a Single Sign‐On (SSO) interaction. For more information on managing the custom widgets for an SSO-enabled user, contact your administrator.
Customize Desktop Layout You can customize your desktop layout by editing the default layout that is configured by your administrator. For more information, see Edit Desktop Layout, on page 95. • Cisco Webex Experience Management, on page 94 • IVR Transcript , on page 95 • Edit Desktop Layout, on page 95 • Reset Desktop Layout, on page 97 Cisco Webex Experience Management The following Experience Management widgets are displayed on the desktop only if your administrator has configured the widgets for you. Customer Experience Journey (CEJ)—Displays all past survey responses from a customer in a chronological list. The widget helps to gain context about the customer’s past experiences with the business and engage appropriately with the customer. This widget is automatically activated when an agent engages with a customer through a call, chat, or email. An agent can view ratings and scores such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) along with all other feedback collected from a customer. Customer Experience Analytics (CEA)—Displays the overall pulse of the customers or agents through industry-standard metrics such as NPS, CSAT, and CES or other KPIs being tracked within Experience Management. When an agent signs in, the CEJ widget displays the previous customer responses; the CEA widget displays the key metrics and KPIs aggregated from the agent's previous interactions with customers. This includes NPS, CES, and other KPIs such as agent friendliness, enthusiasm, communication skills, and so on.
Cisco Webex Contact Center Agent Desktop User Guide 94 Manage Widgets IVR Transcript
IVR Transcript IVR Transcript widget displays the transcript of the conversation between the virtual assistant and the customer (caller). The widget is displayed on the desktop only if your administrator has configured the widget for you. This view-only widget helps to gain context about the customer’s requirement and engage appropriately with the customer, which increases customer service efficiency.
Edit Desktop Layout You can customize your desktop layout by editing the default layout that is configured by your administrator.
If your administrator has enabled the Drag-and-Drop, and Resize features, the (Edit Layout) icon is displayed at the bottom-right of the custom page or custom widget. You can edit the custom pages, or custom widgets accessed from the Navigation bar, and the custom tabbed widgets accessed from the Auxiliary Information pane.
Drag-and-Drop and the Resize Widget • The Drag-and-Drop feature allows you to drag (and drop) the widget to the required position on the desktop layout. • The Resize feature allows you to shrink or expand the widget to a custom size on the desktop layout.
Desktop retains your choices when you access the browser again. For more information on resetting to default desktop layout, see Reset Desktop Layout, on page 97.
Note These features are also applicable for third-party widgets.
Restrictions and Limitations The following are the restrictions and limitations for Drag and Drop, and the Resize features: • Rearranging and resizing action that is performed on a widget is specific to the signed-in user, the browser used, and the device used. • Rearranging and resizing actions are not applicable for header and default page widgets. For example, Agent Performance Statistics. • Rearranging and resizing the custom tabbed widgets in the Auxiliary Information pane is applicable only when you have an active task.
Cisco Webex Contact Center Agent Desktop User Guide 95 Manage Widgets Drag and Drop a Widget
Note • If the administrator modifies the default layout, the changes that you made are overwritten with the default desktop layout settings. The changes are reflected when you refresh or sign in again. • During edit mode, the widget functionalities are disabled. • The custom icons or custom widgets are loaded based on the cache first, and then based on the server synchronization. If the Desktop Layout configuration is updated by your administrator, you must clear the cache and reload the Agent Desktop to view the latest custom icons or custom widgets. Trying to reload without clearing the cache may cause screen flickers and may also lead to unexpected behavior.
Drag and Drop a Widget The Drag-and-Drop feature is enabled by your administrator. The Drag-and-Drop feature allows you to drag (and drop) the widget to the required position on the desktop layout. To drag and drop a widget:
Before you begin You must be signed in to the Agent Desktop. For more information, see Sign In to the Agent Desktop.
Procedure
Step 1 Access the custom page widgets by clicking the custom icon on the Navigation bar or select a custom tabbed widget in the Auxiliary Information pane. Step 2 Click Edit Layout. Step 3 Place the pointer on the widget. When the pointer changes to , click and drag the widget to the required position on the desktop layout. The drag-and-drop action that is performed on a widget is specific to the signed-in user, the browser used, and the device used. During edit mode, the widget functionalities are disabled.
Step 4 Click Save Layout. Note To cancel editing the desktop layout, click Cancel Edit.
Resize a Widget The Resize feature is enabled by your administrator. The Resize feature allows you to shrink or expand the widget to a custom size on the desktop layout.
Note You cannot resize the widget if you have only one widget in the custom page or the custom tab.
Cisco Webex Contact Center Agent Desktop User Guide 96 Manage Widgets Reset Desktop Layout
To resize a widget:
Before you begin You must be signed in to the Agent Desktop. For more information, see Sign In to the Agent Desktop.
Procedure
Step 1 Access the custom page widgets by clicking the custom icon on the Navigation bar or select a custom tabbed widget in the Auxiliary Information pane. Step 2 Click Edit Layout.
Step 3 Place the pointer on the widget border. When the pointer changes to (sizing handle), click and drag the to resize the widget on the desktop layout. The resize action that is performed on a widget is specific to the signed-in user, the browser used, and the device used. During edit mode, the widget functionalities are disabled. Note indicates vertical resizing and indicates horizontal resizing.
Step 4 Click Save Layout. Note To cancel editing the desktop layout, click Cancel Edit.
Reset Desktop Layout If you have modified the desktop layout using the Drag-and-Drop or the Resize feature, the layout of the custom page or the custom tab can be reset to the default view. To reset the custom page or the custom tabbed widget layout:
Before you begin You can customize your desktop layout by editing the default layout. For more information, see Drag and Drop a Widget, on page 96 or Resize a Widget, on page 96.
Procedure
Step 1 Access the custom page widgets by clicking the custom icon on the Navigation bar or select a custom tabbed widget in the Auxiliary Information pane. Step 2 Click Edit Layout > Reset Layout. A confirmation message to reset the selected layout is displayed.
Step 3 Click OK. The default desktop layout view is restored for the selected page or the custom tabbed widget.
Cisco Webex Contact Center Agent Desktop User Guide 97 Manage Widgets Reset Entire Desktop Layout
Reset Entire Desktop Layout If you have modified the desktop layout using the Drag-and-Drop or the Resize feature, the entire desktop layout can be reset to the default view. To reset the entire desktop layout:
Before you begin You can customize your desktop layout by editing the default layout. For more information, see Drag and Drop a Widget, on page 96 or Resize a Widget, on page 96.
Procedure
Step 1 Click User Profile at the top-right corner of your desktop. Step 2 In the User Settings section, click Reset Entire Desktop Layout. A confirmation message to reset the entire desktop layout is displayed. Step 3 Click OK. The default desktop layout view is restored across various pages and the custom tabbed widgets.
Cisco Webex Contact Center Agent Desktop User Guide 98 CHAPTER 7 Agent Performance Statistics Reports
You can use the Agent Desktop to access your performance statistics reports. The Agent Performance Statistics is the default page widget that is displayed based on the configuration defined by your administrator. There are two types of statistics reports: • Historical reports—Displays historical data. The reports are updated every 24 hours. • Real-time reports—Displays current data. The reports are updated at a time interval that is configured by your administrator.
Note • The tab that you select on the Agent Performance Statistics reports is retained even if you switch to any other page and then return to the Agent Performance Statistics reports page. The tab selection is reset to the default tab when you sign out of the Agent Desktop, refresh/reload the browser, or clear the browser cache. • The Agent Performance Statistics reports displayed in the Agent Desktop follow the browser time zone.
• Access Agent Performance Statistics, on page 99 • Summary Report, on page 100 Access Agent Performance Statistics • To access the reports, click Agent Performance Statistics in the Navigation bar. The following reports are displayed in the Workspace pane: • Summary Report, on page 100 • Agent Stats—Historic, on page 101 • Agent Stats—Realtime, on page 103 • Agent Stats By State—Historic, on page 104 • Agent Stats by State—Realtime, on page 105 • Team Stats—Historic, on page 105 • Team Stats—Realtime, on page 106
Cisco Webex Contact Center Agent Desktop User Guide 99 Agent Performance Statistics Reports Summary Report
• Queue Stats—Historic, on page 107 • Queue Stats—Realtime Report, on page 107 • Agent Outdial Stats—Historic, on page 108 • Agent Outdial Stats—Realtime, on page 108
For more information on reports, see Cisco Webex Contact Center Analyzer User Guide.
Note • When you sign out of the desktop, you must close the browser. Launch the browser and sign in to the desktop again to reflect the Cisco Webex Contact Center Analyzer configuration updates. • If you are accessing Agent Performance Statistics in incognito (private browsing) mode, you must enable third-party cookies for Agent Performance Statistics reports to load successfully.
Summary Report The Summary report represents the number of customers that you handled and the average time that you take to wrap up customer conversations. Select the options from the Channel Type and Duration drop-down lists to filter your report. You can select the following options from the Channel Type drop-down list: • All • Chat • Email • Social • Telephony
Note The Social channel type is displayed based on the organizational settings.
You can select the following options from the Duration drop-down list: • Today • Yesterday • This Week • Last Week • Last 7 Days • This Month
Cisco Webex Contact Center Agent Desktop User Guide 100 Agent Performance Statistics Reports Agent Stats—Historic
• Last Month • This Year
Note You can refresh the displayed data manually at any time by clicking the Refresh icon.
The following table lists the parameters that are displayed for the Summary report.
Parameter Description
Total Handled—Teams The total number of customer interactions that your team handles.
Average Handled Time—Teams The average time that your team takes to handle a customer interaction.
Average Wrapup Time—Teams The average time that your team takes to wrap up a customer interaction.
Total Handled—Me The total number of customer interactions that you have handled.
Average Handle Time—Me The average time that you take to handle a customer interaction.
Average Wrapup Time—Me The average time that you take to wrap up a customer interaction.
Agent Stats—Historic The Agent Stats—Historic report represents your historical statistics. Select the options from the Interval and Duration drop-down list to filter your report. The options that are displayed in the Interval drop-down list depends on the selected Duration. For example, if the selected Duration is Last 7 Days, the Interval drop-down list displays the following options: • 30 Minutes • Hourly • Daily
You can select the following options from the Duration drop-down list: • Today • Yesterday • This Week • Last Week • Last 7 Days
Cisco Webex Contact Center Agent Desktop User Guide 101 Agent Performance Statistics Reports Agent Stats—Historic
• This Month • Last Month • This Year
The following table displays the Interval drop-down list depending on the selected Duration.
Table 3: Duration and the Corresponding Interval Options
Duration Interval
• Today • 15 Minutes • Yesterday • 30 Minutes • Hourly
• This Week • 30 Minutes • Last Week • Hourly • Last 7 Days • Daily
• This Month • Daily • Last Month • Weekly
This Year • Daily • Weekly • Monthly
Note You can refresh the displayed data manually at any time by clicking the Refresh icon.
Your historical statistics report is displayed as a graphical representation of data in the Agent Stats Chart and the summary of the report in the Detailed Summary table. To view the report in the Cisco Webex Contact Center Analyzer, click the Launch icon that is displayed at the right side of the Agent Stats Chart or the Detailed Summary.
Note You must have permissions to access the Cisco Webex Contact Center Analyzer.
The following are the parameters that are displayed in the Detailed Summary table of the Agent Stats—Historic report.
Parameter Description
Interval The time interval for the report.
Cisco Webex Contact Center Agent Desktop User Guide 102 Agent Performance Statistics Reports Agent Stats—Realtime
Parameter Description
Channel Type The mode of customer interaction such as chat, email, social, or telephony.
Initial Log In Time The date and local time the agent logged in.
Final Log Out Time The date and local time the agent logged out.
# Contacts Handled The total number of customer interactions that the agent handles within the interval.
Avg Handle Time The average time that the agent takes to handle a customer request. The average time includes the connected time, hold time, and wrap up time.
Avg Wrapup Time The average time that the agent takes to wrap up a customer interaction.
The Summary of the report is displayed at the end of the Detailed Summary table.
Agent Stats—Realtime The Agent Stats—Realtime report represents your statistics in real time.
Note You can refresh the displayed data manually at any time by clicking the Refresh icon.
Your real time statistics report is displayed as a graphical representation of data in the Agent Stats Chart Realtime and the summary of the report in the Detailed Summary table. To view the report in the Cisco Webex Contact Center Analyzer, click the Launch icon that is displayed at the right side of the Agent Stats Chart Realtime or the Detailed Summary.
Note You must have permissions to access the Cisco Webex Contact Center Analyzer.
The following are the parameters that are displayed in the Detailed Summary table of the Agent Stats—Realtime report.
Parameter Description
Agent Session ID A string to identify the login session of the agent.
Channel Type The mode of customer interaction such as chat, email, social, or telephony.
Log In Time The date and local time the agent logged in.
Log Out Time The date and local time the agent logged out.
# Contacts Handled The total number of customer interactions that the agent handles within the interval.
Cisco Webex Contact Center Agent Desktop User Guide 103 Agent Performance Statistics Reports Agent Stats By State—Historic
Parameter Description
Avg Handle Time The average time that the agent takes to handle a customer request. The average time includes the connected time, hold time, and wrap up time.
Avg Wrapup Time The average time that the agent takes to wrap up a customer interaction.
The Summary of the report is displayed at the end of the Detailed Summary table.
Agent Stats By State—Historic The Agent Stats By State—Historic report displays the statistics for the activity based on your states. Select the options from the Interval and Duration drop-down list to filter your report. The options that are displayed in the Interval drop-down list depends on the selected Duration. For example, if the selected Duration is Last 7 Days, the Interval drop-down list displays the following options: • 30 Minutes • Hourly • Daily
You can select the following options from the Duration drop-down list: • Today • Yesterday • This Week • Last Week • Last 7 Days • This Month • Last Month • This Year
For more information, see Table 3: Duration and the Corresponding Interval Options.
Note You can refresh the displayed data manually at any time by clicking the Refresh icon.
Your historical statistics report is displayed as a graphical representation of data in the Agent Stats By State Chart and the summary of the report in the Detailed State Summary table. To view the report in the Cisco Webex Contact Center Analyzer, click the Launch icon that is displayed at the right side of the Agent Stats By State Chart or the Detailed State Summary.
Note You must have permissions to access the Cisco Webex Contact Center Analyzer.
Cisco Webex Contact Center Agent Desktop User Guide 104 Agent Performance Statistics Reports Agent Stats by State—Realtime
The following are the parameters that are displayed in the Detailed State Summary table of the Agent Stats By State—Historic report.
Parameter Description
Interval The time interval for the report.
Agent Session ID A string to identify the login session of the agent.
Activity State The state set by an agent or the system, such as Idle, Available, and so on.
State Duration The duration that an agent spends in the corresponding state.
The Summary of the report is displayed at the end of the Detailed Summary table.
Agent Stats by State—Realtime The Agent Stats by State—Realtime report represents the statistics for the activity based on your states in real time.
Note You can refresh the displayed data manually at any time by clicking the Refresh icon.
Your real time statistics report is displayed as a graphical representation of data in the Agent Stats By State Chart and the summary of the report in the Detailed State Summary table. To view the report in the Cisco Webex Contact Center Analyzer, click the Launch icon that is displayed at the right side of the Agent Stats By State Chart or the Detailed State Summary.
Note You must have permissions to access the Cisco Webex Contact Center Analyzer.
The following are the parameters that are displayed in the Detailed State Summary table of the Agent Stats by State—Realtime report.
Parameter Description
Agent Session ID A string to identify the login session of the agent.
Activity State The state set by an agent or the system, such as Idle, Available, and so on.
State Duration The duration that an agent spends in the corresponding state.
The Summary of the report is displayed at the end of the Detailed Summary table.
Team Stats—Historic The Team Stats—Historic report displays the historical statistics of all the teams which you are mapped to.
Cisco Webex Contact Center Agent Desktop User Guide 105 Agent Performance Statistics Reports Team Stats—Realtime
The following are the parameters that are displayed in the Team Stats—Historic report.
Parameter Description
Interval The time interval for the report.
Team Name The name of the team.
Agent Name The name of the agent.
# Contacts Handled The total number of customer interactions that the agent handled within the interval.
Total Contacts Handled The total number of customer interactions that the agent handled for a channel type (for example, voice call).
Inbound Contacts Handled The total number of inbound customer interactions that the agent handled.
Callbacks Handled The total number of callback customer interactions that the agent handled.
Outdials Handled The total number of outdial customer interactions that the agent handled.
Average Handle Time The average time that the agent spends to handle a customer. The average time includes the connected time, hold time and wrap up time.
Average Wrapup Time The average time that the agent takes to wrap up a customer interaction.
The Summary of the report is displayed at the end of the table.
Team Stats—Realtime The Team Stats—Realtime report displays the real time statistics of all the teams which you are mapped to. The following are the parameters that are displayed in the Team Stats—Realtime report.
Parameter Description
Team Name The name of the team.
Agent Name The name of the agent.
Current State The state of the agent such as Idle, Available, and so on.
# Contacts Handled The total number of customer interactions that the agent handles within the interval.
Average Handle Time The average time that the agent spends to handle a customer. The average time includes the connected time, hold time and wrap up time.
Average Wrapup Time The average time that the agent takes to wrap up a customer interaction.
The Summary of the report is displayed at the end of the table.
Cisco Webex Contact Center Agent Desktop User Guide 106 Agent Performance Statistics Reports Queue Stats—Historic
Queue Stats—Historic The Queue Stats—Historic report displays the historical statistics for all the queues which you are mapped to. The following are the parameters that are displayed in the Queue Stats—Historic report.
Parameter Description
Interval The interval of the report.
Channel Type The mode of customer interaction such as chat, email, social, or telephony.
Queue Name The name of a queue.
# Contacts The number of customer contacts that the agent responds within the service level threshold that the administrator has provisioned for the queue.
Avg Queue Wait Time The average time the customer contact waits in a queue before the agent responds to them.
Longest Contact In Queue The longest time that the customer contact spends in the queue before an agent responds.
# Abandoned Contacts The number of customer contacts that no agent responds to.
The Summary of the report is displayed at the end of the table.
Queue Stats—Realtime Report The Queue Stats—Realtime report displays the real time statistics for all the queues which you are mapped to. The following are the parameters that are displayed in the Queue Stats—Realtime report.
Parameter Description
Channel Type The mode of customer interaction such as chat, email, social, or telephony.
Queue Name The name of a queue.
# Contacts The number of customer contacts that the agent responds within the service level threshold that the administrator has provisioned for the queue.
#Contacts Handled The total number of customer interactions handled for the queue.
# Contacts Waiting in Queue The number of customer contacts in queue at a given time.
Avg Queue Wait Time The average time the customer contact waits in a queue before the agent responds to them.
Longest Contact In Queue The longest time that the customer contact spends in the queue before an agent responds.
# Abandoned Contacts The number of customer contacts that no agent responds to.
Cisco Webex Contact Center Agent Desktop User Guide 107 Agent Performance Statistics Reports Agent Outdial Stats—Historic
The Summary of the report is displayed at the end of the table.
Agent Outdial Stats—Historic The Agent Outdial Stats—Historic report displays the historical statistics for the outdial calls made by an agent. The following are the parameters that are displayed in the Agent Outdial Stats—Historic report.
Parameter Description
Agent Name The name of an agent.
Interval The time interval for the report.
Channel Type The mode of customer interaction such as chat, email, social, or telephony.
Initial Login Time The date and local time the agent logged in.
Outdial Contact Handled The number of outdial calls handled by an agent within the interval.
Outdial Average Handle Time The average time that an agent takes to handle the outdial calls. The average time includes the connected time, hold time and wrap up time.
Outdial Connected Time The total amount of time that an agent spends talking to the customer on an outdial call, including the hold time.
Outdial Average Connected Time The average time that an agent spends talking to the customer on an outdial call, including the hold time.
Outdial Talk Time The total amount of time that an agent spends talking to the customer on an outdial call, excluding the hold time.
Number of Transfers The number of times the calls were transferred.
Average Consult Talk Duration The average duration for which an agent consulted with another agent or a third-party, keeping the caller on hold.
The Summary of the report is displayed at the end of the table.
Agent Outdial Stats—Realtime The Agent Outdial Stats—Realtime report displays the real time statistics for the outdial calls made by an agent. The following are the parameters that are displayed in the Agent Outdial Stats—Realtime report.
Parameter Description
Interval The time interval for the report.
Agent Name The name of an agent.
Cisco Webex Contact Center Agent Desktop User Guide 108 Agent Performance Statistics Reports Agent Outdial Stats—Realtime
Parameter Description
Channel Type The mode of customer interaction such as chat, email, social, or telephony.
Login Time The date and local time the agent logged in.
Outdial Contact Handled The number of outdial calls handled by an agent within the interval.
Outdial Average Handle Time The average time that an agent takes to handle the outdial calls. The average time includes the connected time, hold time and wrap up time.
Outdial Connected Time The total amount of time that an agent spends talking to the customer on an outdial call, including the hold time.
Outdial Average Connected Time The average time that an agent spends talking to the customer on an outdial call, including the hold time.
Outdial Talk Time The total amount of time that an agent spends talking to the customer on an outdial call, excluding the hold time.
The Summary of the report is displayed at the end of the table.
Cisco Webex Contact Center Agent Desktop User Guide 109 Agent Performance Statistics Reports Agent Outdial Stats—Realtime
Cisco Webex Contact Center Agent Desktop User Guide 110 CHAPTER 8 Network Requirements
• Bandwidth and Latency, on page 111 Bandwidth and Latency The following are the bandwidth and latency requirements for the Agent Desktop: • Optimal Performance—A high-speed internet connection is required with a minimum recommended network bandwidth of 512 kbps (kilobits per second). • Data Payload Requests—The data payloads range from 1 to 100 kbps on average, and at the peak, the value ranges from 2 to 3 MB.
Note The data payloads vary based on the Agent Desktop activities, requests, and the frequency of such activities or requests.
• Additional Bandwidth—A minimum recommended network bandwidth of 100 kbps must be allocated separately for voice traffic for all the Webex Contact Center supported agent endpoints.
Note When the Agent Desktop is accessed for the first time or the cache cleared, the custom title, the custom logo, and the custom icons on the Navigation bar load a few seconds later, onto the default icons list.
Estimated Time for Launching the Agent Desktop When you launch the Agent Desktop application for the first time, it takes less than seven seconds. When the Agent Desktop application data is cached, the application loads in less than four seconds. The time is subject to network speed and availability.
Cisco Webex Contact Center Agent Desktop User Guide 111 Network Requirements Bandwidth and Latency
Cisco Webex Contact Center Agent Desktop User Guide 112