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Cisco Webex Contact Center Agent Desktop User Guide Cisco Webex Contact Center Agent Desktop User Guide First Published: 2020-12-02 Last Modified: 2021-09-24 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB's public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental. All printed copies and duplicate soft copies of this document are considered uncontrolled. See the current online version for the latest version. Cisco has more than 200 offices worldwide. Addresses and phone numbers are listed on the Cisco website at www.cisco.com/go/offices. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: https://www.cisco.com/c/en/us/about/legal/trademarks.html. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1721R) © 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.
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